Competition Number: 23742

Applications will be accepted until 2359hrs on 21/10/2026.

Posting Details

This posting is for multiple casual positions available until October 29, 2027. All civilian competitions include the possibility of extension and/or additional temporary or permanent positions.

Salary Information: $83,319.60 - $98,123.48 annually. (2026 rates of pay)

Job Information

- Directorate: Information Services
- Section: Ottawa Police Reporting Unit
- Pay Group: Five (5)
- Job Code:
- Work Location: West - 245 Greenbank Road
- Supervisor Title: Supervisor Police Reporting Unit
- 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; 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.





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 workplace 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.

Required

- 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 2 proficiency in French - oral expression, oral comprehension & written comprehension.
- Intermediate 3 Proficiency in French expression 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 (EDI).
- Active Bystander Law Enforcement (Able).

- The following training will be provided:

- Suicide Intervention Training.
- RMS and CPIC Training and other PRU relevan

📌 Police Reporting Unit Agent (Ottawa)
🏢 Ottawa Police Service
📍 Ottawa