Switchboard Operator

City of Ottawa; Ottawa; On-site; CAD 64,000 - 76,000; Full time

Job summary

A municipal government in Ottawa is seeking a Switchboard Operator. The role involves answering and redirecting calls, providing superior customer service, and possibly training staff. Candidates must have a secondary school diploma and fluency in both English and French. Experience in a customer service environment is preferred, and the position may require working shifts, including holidays.

Benefits

Health and Safety Training

Emergency Response Training

Qualifications

• Fluency in English and bilinguality in French is required.
• Experience in a customer service-related environment preferred.
• Ability to manage and redirect calls efficiently.

Responsibilities

• Answer all internal and external calls using the Avaya system.
• Redirect calls to the appropriate section or member.
• Train or assist in training of staff assigned to support Switchboard operations.

Skills

Communication

Service Orientation

Teamwork

Adaptability

Problem Solving

Education

Secondary School Graduate – Grade 12

Tools

Microsoft Word

Excel

Outlook

Job description

Competition Number:19256

Applications will be accepted until 2359hrs on07/10/2025.

Posting Details:

This posting is for one (1) temporary position. All civilian competitions include the possibility of extension and/or additional temporary or permanent positions.

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

It is expected that the competition components will be held during the month of 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 additionto 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:SupervisorPoliceReportingUnit

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 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 (i.e., City of Ottawa, 2-1-1) in an efficient and timely manner.
• Assess provided information and exercise sound judgement 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.

Major Responsibilities (continued)

N/A

Major Responsibilities (continued)

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 at their own expense from an OPS approved testing facility for:
• Candidates may be required to provide a certificate of achievement at their own expense from the current OPS approved testing facility for:
• Advanced Level 2 proficiency in French - oral expression, oral comprehension & written comprehension.
• Intermediate 3 Proficiency in French expression written.
• OR
• 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

Competency

Level

Competency

Level

Communication

2

Service Orientation

1

Teamwork

1

Networking and Relationship Building

1

Adaptability

1

Problem Solving

1

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, between days, afternoons ,evenings and/or nights (including Statutory Holidays).

Effort and Working Conditions

• Work is performed in a standard Call Centre environment withminimaladverse working conditions.

• Constant light physical activity, moving from workstation to numerous different areas of the larger office.

• Theincumbentmust 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 40 wpm.

Desired Qualifications

• Previous experience in the public relations field.

• Previous experience providing customer service via the phone or training in client customer service.
• Previous experience working in a police environment.
• 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.

Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

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.

Additional information about our hiring process can be found on the recruiting website.

Please direct any questions to [e-mail].