Police Reporting Unit Agent

Job Information

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; answer and / or redirect inquiries, take reports to support the various sections within OPS and always ensure 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 (i.e., a call to be transferred, a police report to be generated, emergency assistance or a general inquiry) in a logical, efficient and calm manner.   
• Work in partnership with various sections within OPS (including but not limited to; Communication Centre, Patrol, District, Traffic, FOI, etc) 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 and risks managed immediately. 
• Generate accurate police reports using the Records Management System (RMS) or other designated OPS software by gathering information over the phone or by using information generated from reports submitted online from members of the public   in accordance with OPS Policies and Procedures.  
• 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 (including but not limited to; City of Ottawa, Ontario Landlord and Tenant Board, credit bureaus, civil matters, etc.). 
• 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 in accordance with OPS policies Testify in court as required. 
• Train and / or assist in the training of new PRU personnel. 
• Perform other duties as required or assigned. 

Major Responsibilities (continued)

N/A

Major Responsibilities (continued)

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 

French and English fluency in oral, reading and writing 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 (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. 

OPS Competencies

Hours of Work

Effort and Working Conditions

• Work is performed in a standard call centre environment with minimal adverse working conditions. 

• Constant light physical activity, moving from workstation to numerous different 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.