Police Reporting Unit Agent

City of Ottawa; Ottawa; On-site; CAD 79,000 - 94,000; Full time

Job summary

An established industry player is seeking dedicated individuals for multiple casual positions in their call center. This role involves providing exceptional service to the public and police personnel, ensuring inquiries are handled efficiently. Candidates will have the opportunity to work in a dynamic environment, contributing to community safety and support. With a focus on client-centered service, you will be part of a team that values diversity and inclusion. If you have a passion for helping others and thrive in a fast-paced setting, this is a fantastic opportunity to make a difference in the community.

Qualifications

• Minimum one year experience in a Call Centre or Customer Service environment.
• Fluency in English required; bilingual positions may need French.

Responsibilities

• Provide quality service to the public and police personnel.
• Assess and redirect inquiries while ensuring compliance with policies.
• Generate accurate police reports using designated software.

Skills

Customer Service

Communication Skills

Conflict Resolution

Problem Solving

Education

Secondary School Graduate – Grade 12

Post-secondary education (1 year)

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Records Management System (RMS)

Canadian Police Information Centre (CPIC)

Job description

Applications will be accepted until 2359hrs on 31/12/2025.

This posting is for multiple casual positions available until December 31, 2025. All civilian competitions include the possibility of extension and/or additional temporary or permanent positions.

Salary Information: $79,093.56 - $93,147.60 annually (2025 rates of pay).

All applications must be received on time and through the online application system. Applicants are required to upload their cover letter and resume in addition to the candidate profile. The cover letter should clearly outline your qualifications for this position.

Job Information

Directorate: Information Services

Pay Group: Five (5)

Job Code: 10073655

Effective Date: January 22, 2024

Overall Purpose

Under the direction of the Supervisor, the Agent is responsible for providing professional and effective quality service to both members of the public and police personnel; answering and/or redirecting inquiries, taking reports to support the various sections within OPS and ensuring compliance with Ottawa Police Service Policy and Procedures.

Major Responsibilities

• Assess incoming telephone calls, Voice Recording Queue, TTY, and online reports to confirm they are non-emergency in nature and determine the intent/need of the caller.
• Work in partnership with various sections within OPS to ensure appropriate responses to inquiries and requests for service.
• Mitigate risk and exercise sound judgement to maintain a high standard of service, preserving public confidence.
• Assess and transfer to Communication Centre life or death emergencies; except in the event of a suicidal caller where immediate assistance is required.
• Generate accurate police reports using the Records Management System (RMS) or other designated OPS software.
• Respond to all messages in the PRU voicemail queue & Online Reporting System as per OPS Call Response Protocol.
• Answer/redirect public inquiries and redirect non-police matters to appropriate agencies.
• Perform CPIC (Canadian Police Information Centre) queries ensuring the queries correlate with information required for the PRU Agents Report.
• Provide appropriate information to the public regarding their reports while adhering to the Freedom of Information Acts and OPS policies.
• Train and/or assist in the training of new PRU personnel.
• Perform other duties as required or assigned.

Statement of Required Qualifications

EDUCATION AND EXPERIENCE

Secondary School Graduate – Grade 12 or equivalent plus one (1) year relevant post-secondary education.

Experience and formal training combined may substitute for stipulated education requirements.

Minimum one (1) year previous related work experience (i.e. working in a Call Centre environment or other Customer Service environment).

LANGUAGE

English – fluency in oral, reading, and writing. There will be a mixture of unilingual (English) and bilingual (French/English) positions at PRU.

For positions designated as bilingual, fluency in oral and reading is required. Candidates may be required to provide a certificate of achievement at their own expense from an OPS approved testing facility.

Certifications and Licences

N/A

In-service Training

• The following mandatory training and education is provided to all employees of the OPS:
  • Occupational Health & Safety.
  • Respectful Workplace.
  • Violence in the Workplace.
  • Accessibility for Ontarians with Disabilities Act (AODA).
  • Equity, Diversity, and Inclusion (EDI).
  • Active Bystander Law Enforcement (Able).
• The following training will be provided:
  • Suicide Intervention Training.
  • RMS and CPIC Training and other PRU relevant Training.
  • Occupational Health & Safety Training.

Job Knowledge

• Working knowledge of:
  • The Organization’s Mission, Vision and Values.
  • Corporate software packages: Microsoft Word, Excel and Outlook.
  • Police Record Management Systems.
• Understanding of the importance of client-centered service.

Hours of Work

The incumbent is required to work hours commensurate with a 24/7 shift schedule in order to meet operational requirements of the section.

Effort and Working Conditions

Work is performed in a standard call center environment with minimal adverse working conditions. Constant light physical activity, moving from workstation to various areas of the larger office.

The incumbent must be able to work shifts as designated in the “Hours of Work” section of the job description.

Extended periods of time on a computer with minimum typing skills of 35 wpm. Extended use of a telephone, using a headset.

Desired Qualifications

Previous experience in the public relations field.

Previous experience working in a police environment.

Knowledge of CPIC, records entry and procedures related to the section.

Knowledge of Computer-Aided Dispatch (CAD) and CopLogic.

Conflict Resolution and Problem Oriented Policing training.

Mobile Report Entry (MRE)/RMS training.

Oral, reading, and writing fluency in other languages.

Additional Competition Information:

We thank all candidates for their interest; however, only those selected to continue in the selection process will be contacted.

The Ottawa Police Service promotes the principles of diversity and inclusion. We provide accommodation during all parts of the hiring process as required. Applicants need to make their needs known if contacted to proceed to the selection process. Accessible formats and communication supports are available upon request.