Switchboard Operator

Ottawa Police Service; Ottawa; On-site; CAD 64,000 - 76,000; Full time

Job summary

A municipal police force in Ottawa is seeking a Switchboard Operator to manage incoming calls and provide customer service. The role requires strong communication skills in both English and French, with an emphasis on professionalism and calmness under pressure. Ideal candidates will be secondary school graduates with customer service experience. The position requires shift work and offers an annual salary range of $64,054.79 - $75,441.15.

Qualifications

• Fluency in oral, reading, and writing English.
• Bilingual fluency in oral and reading French required with certifications.

Responsibilities

• Answer and redirect internal and external calls.
• Train staff in Switchboard operations.
• Update the Ottawa Police Service Heat directory.

Skills

Customer service

Communication

Bilingual (French and English)

Education

Secondary School Graduate – Grade 12 or equivalent

Tools

Microsoft Word

Excel

Outlook

Job description

Overview

Competition Number: 19256

Applications will be accepted until 23:59 on 07/10/2025. This posting is for one (1) temporary position. All civilian competitions include the possibility of extension and/or additional temporary or permanent positions.

Posting Details

Salary Information: $64,054.79 - $75,441.15 annually (2025 rates of pay).

It is expected that the competition components will be held during October 2025. 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. More information about our hiring process can be found on the website under the Hiring Process menu.

Job Information

• Directorate: Information Services
• Section: Police Reporting Unit (PRU)
• Pay Group: One (1)
• Job Code: 10005270
• Work Location: West - 245 Greenbank Road
• Supervisor's Title: Supervisor Police Reporting Unit
• Effective Date: April 24, 2024

Overall Purpose

Under the supervision of the Supervisor PRU, the Switchboard Operator is responsible for answering all internal and external calls and redirecting them to the appropriate section or member in a timely manner while maintaining a superior level of customer service, always remaining calm and professional.

Major Responsibilities

• Receive internal and external calls using the Avaya telephone system.
• Redirect calls to the appropriate section, member, or Agency (e.g., City of Ottawa, 2-1-1) in an efficient and timely manner.
• Assess provided information and exercise sound judgment quickly and effectively; transfer to Communication Centre life or death emergencies except in the event of a suicidal caller where immediate assistance is required and risks managed accordingly.
• Train and/or assist in the training of staff assigned to support Switchboard operations.
• Update Ottawa Police Service Heat directory.
• Perform other duties as assigned.

Statement of Required Qualifications

Education and Experience

• Secondary School Graduate – Grade 12 or equivalent.
• Three (3) – six (6) months work experience in a customer service-related environment.

Language

• English – fluency in oral, reading, and writing.
• Bilingual (French and English) fluency in oral and reading is required. Candidates may be required to provide a certificate of achievement from an OPS approved testing facility for:
• Advanced Level 2 proficiency in French – oral expression, oral comprehension & written comprehension.
• Intermediate 3 proficiency in French – expression and written.
• Federal Government Level C (Oral, written, and comprehension).

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
• Suicide Intervention training
• Occupational Health and Safety Training

Job Knowledge

• Working knowledge of the Organization's Mission, Vision and Values.
• Understanding of the importance of client-centered service.
• Demonstrated ability to use corporate software packages: Microsoft Word, Excel and Outlook.
• Understanding of the organizational structure within OPS.

OPS Competencies

• Communication – Level 2
• Service Orientation – Level 1
• Teamwork – Level 1
• Networking and Relationship Building – Level 1
• Adaptability – Level 1
• Problem Solving – Level 1

Hours of Work

The incumbent is required to work hours commensurate with a 24/7 shift schedule to meet operational requirements, including days, afternoons, evenings and/or nights (including Statutory Holidays).

Effort and Working Conditions

• Work is performed in a standard call centre environment with minimal adverse conditions.
• Constant light physical activity, moving to various areas of the office.
• Must be able to work shifts as designated.
• Extended periods on a computer with typing speed of at least 40 wpm.

Desired Qualifications

• Previous experience in the public relations field.
• Experience providing customer service via telephone or training in client service.
• Previous experience working in a police environment.
• Oral, reading, and writing fluency in languages other than English.

Additional Competition Information

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted. Please save a copy of the job poster. After the closing date, it will no longer be available. The Ottawa Police Service promotes diversity and inclusion and provides accommodations during all parts of the hiring process as required. Applicants should make their needs known if contacted to proceed. Accessible formats and supports are available upon request. Additional information about the hiring process can be found on the recruiting website. For questions, contact [e-mail].