• Job Description

  Req#: 10337

  Competition Number: 10337

  Applications will be accepted until 2359hrs on 04/04/2024.

  Posting Details:

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

  Salary Information: $74,448.92 - $87,678.50 annually. (2024 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.

  More information about our hiring process can be found on the website under the Hiring Process menu.

  Job Information

  Directorate: Information Services	Section: Front Desk Services
  Pay Group: Group Five (5)	Job Code: 10123854
  Work Location: East / Central / West
  Supervisor's Title: Sergeant Front Desk Services
  Effective Date: May 7, 2019

  Overall Purpose

  • Under the direction of the Sergeant Front Desk Services, the FDS Agent is responsible for providing professional and effective quality customer service to both members of the public and OPS members ensuring compliance with Ottawa Police Service Policy and Procedures and that Front Desk service delivery is congruent to OPS mission, vision and values.

  Major Responsibilities

  • Ensure a superior level of service is provided to the public, other agencies and other sections of the Police Service.
  • Operate with a team approach to effectively respond to the needs of persons attending the front desk.
    • Assess client needs and redirect inquiries and / or take reports to support the various sections within OPS.
    • Assist persons attending the front desk with the reporting process of criminal reports, collision reports and police complaints and fully complete reports as per policy.
    • Create a workflow follow-up assignment as required for workflow management.
    • Respond to / 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.).
    • Mitigate risk and exercise sound judgment to maintain a high standard of service, preserving public confidence.
    • As per policy and guidelines, transfer to Front Line, clients who report cases related to Partner Assault or recent Sexual Assault as required.
    • As per policy and guidelines, transfer to Cell Block, Front Line, or Investigations suspects who turn themselves in on warrants as required.
    • Sign in clients as per their conditions of release.
    • Assist with building security through the distribution and monitoring of visitor passes.
    • 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.
    • Provide appropriate information to the public regarding their reports while adhering to the Freedom of Information Acts and in accordance with OPS policies.
  • Generate accurate police reports using the Records Management System (RMS) or other designated OPS software by gathering information from persons attending the front desk in accordance with OPS Policies and Procedures.
    • Create an RMS report for all reportable MVC and complete E-MVC reports.
    • Complete workflow assignments within predetermined OPS timelines.
    • Perform CPIC (Canadian Police Information Centre) queries ensuring the queries correlate with information required for the Front Desk Agent’s Report.
  • Assist as required with the training and orientation for all new civilian members assigned to the Section.
  • Testify in court as required on an infrequent basis.
  • Perform other duties as required or directed.

  Major Responsibilities (continued)

  N / A

  Major Responsibilities (continued)

  N / A

  Statement of Required Qualifications

  1. 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 of one (1) year previous related work experience (ie. working in a police or customer service environment).

  2. LANGUAGE

  • English – fluency in oral, reading and writing.

  • For positions designated as 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:

    • Advanced Level 1 proficiency in French – oral expression, oral comprehension, and written 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).

  • The following training will be provided if required:

    • RMS and CPIC Training.

    • eMVC / Quick Scene Training.

    • Emotional Intelligence.

  Job Knowledge

  • Working knowledge of:

    • The Federal and Provincial statutes and regulations, and City By-laws and regulations required to perform duties.

    • The Organization’s Mission, Vision and Values.

    • Corporate software packages: Microsoft Word, Excel and Outlook.

  • Understanding of the importance of client centered service.

  OPS Competencies

  Competency	Level	Competency	Level
  Communication	2	Networking and Relationship Building	1
  Teamwork	1	Problem Solving	2
  Adaptability	1	Leadership	1
  Service Orientation	1

  Hours of Work

  The incumbent is required to work hours commensurate with a 7 Day Shift Schedule rotating between 06:45 hours to 17:45 Hours and 09:00 Hours to 21:00 Hours including Statutory Holidays.

  Effort and Working Conditions

  • Location of work may vary depending on operational needs

  • 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.

  • Direct contact with members of the public including members on judicial release.

  Desired Qualifications

  • Experience handling confidential electronic records and information.

  • Experience working in a high-volume environment requiring attention to work detail and accuracy.

  • Experience providing client-centered service and ability to articulate explanations supported by policy and legislation.

  • 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.

  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 CivilianStaffing@ottawapolice.ca.

• About the company

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