Ottawa Police Service Job Description s2

OTTAWA POLICE SERVICE JOB DESCRIPTION

I. JOB INFORMATION:

TITLE: COMMUNICATION CENTRE CLERK AFFILIATION: CIVILIAN DIRECTORATE: SUPPORT SERVICE SECTION: COMMUNICATION CENTRE POSITION #: VARIOUS JOB CODE: 10073659 PAY GROUP: SIX (6) SALARY: CIVILIAN PAY SCHEDULE EFFECTIVE DATE: MAY 4, 2015 SHIFT: 24 / 7 SHIFT SCHEDULE WORK LOCATION: CENTRAL – 474 ELGIN STREET SUPERVISOR’S TITLE: SHIFT SUPERVISOR COMMUNICATION CENTRE

II. OVERALL PURPOSE: The overall purpose highlights the major elements in the job and provides the reader an overview, explaining the purpose, tasks, and responsibilities inherent in the job and the placement of the job within the organizational hierarchy.

 Under the supervision of the Shift Manager and Shift Supervisor Communications Centre, the Communications Clerk is responsible for dispatching calls for service to police officers, ensuring adequate police coverage and supporting police officers and public safety. Also, answering and responding to incoming emergency and non- emergency calls as well as calls received from the 9-1-1 telephone system in a calm and efficient manner, reporting all situations in the Computer Aided Dispatch (CAD) system, querying the CPIC system for information and ensuring all requests by field units are completed.  The procedures and requirements for handling incoming calls and police officer requests are clearly established. The Communications Clerk must ensure that adequate police coverage is provided throughout a designated area, calm the person calling and all pertinent information is procured and given to the police officers in the field and in an emergency situation. Dispatching police officers requires judgement and the ability to organize and locate all units. Priorities must be continually changed and procedures adapted to meet the demand of an emergency situation. Deviations from standard practice are referred to the supervisor.

III. MAJOR RESPONSIBILITIES: This is an expansion of the overall purpose. Make statements clear and concise so that they would be meaningful to a person not directly familiar with the work. Each sentence should begin with an active verb reflecting what, how, why, and the frequency of what is done. Consider the objectives of the job and the variety of work performed over the course of an entire year, and list the major responsibilities in order of importance.

 Receive calls and complaints from the 9-1-1, the OPS emergency and non-emergency lines as well as the TDD (Telecommunications Device for the Deaf) lines.  Dispatch units to calls for service, keep updated on all information entered on the call and keep engaged units current of all pertinent incoming information (via Computer Aided Dispatch system & radio).  Maintain officer safety, provide backup unit in potentially dangerous situations.  Monitor air traffic, controlling airtime and prevent misuse.  Prioritize calls as they are entered.  Generate Police calls for service by making entries on the CAD system while conducting phone interviews with customers.  Provide assistance and complete requests by field units, which fall within the responsibilities of the Communication Centre.  The Communications Clerk has no supervisory responsibilities but will be required to train and / or assist in training new Communication Center personnel.  Liaise with outside agencies and their field officers as required.  Assist in the deployment of required police resources.  Arrange for and assist in the deployment of non-police resources as required.  Update Managers and Supervisors of all emergency calls, dangerous situations and any other pertinent situation.  Dispatch Road NCO (Non Commissioned Officer - Sergeant or Staff Sergeant) as per procedures.  Ensure all users adhere to proper Mobile Work Station (MWS) and radio etiquette.  Ensure all units are using proper assignment procedures.  Provide information where it can reasonably satisfy the needs of the caller and does not impede with proper use of the systems.  Transfer calls when necessary to different areas of the Service.  Provide assistance to the dispatcher by performing all necessary clerical functions.  Notify outside Police Services / Agencies and / or other Emergency Services of any emergency situations as required. III. MAJOR RESPONSIBILITIES (CONT’D):

 Screen calls by prioritizing and redirecting enquiries from the public to the proper entities.  Make necessary corrections to 911 “print-outs”.  Maintain Premise Histories when required, and emergency night listings of properties.  Write any required documentation, memos, reports, and attend court as subpoenaed.  Screen incoming calls and assign priority for service based on current Call Path, Service Response Protocol and related sectional or organizational policies.  Perform other duties as required or directed.

IV. STATEMENT OF REQUIRED QUALIFICATIONS: Required qualifications are considered the essential minimum qualifications to carry out the duties and responsibilities of a position.

I. EDUCATION AND EXPERIENCE Level of minimum academic or other formal training required which provides the basis for development of the skills and knowledge needed in the position. Level of minimum experience required for the position, including the number of relevant years of experience.

 Secondary School Graduate – Grade 12 or equivalent plus one (1) year post secondary education.  Experience and formal training combined may substitute for stipulated education requirements.  Minimum (1) year previous related work experience (i.e. working in a Call Centre, Communications Centre, or Police environment).

II. LANGUAGE Degree of skill needed, i.e. oral fluency, reading and writing ability in one or more languages.

 Bilingualism (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 for Advanced Level II proficiency in French (oral expression and comprehension) from Interlangues Language School.

III. CERTIFICATION/LICENSES Specify only training that is mandated / required to perform the position duties and which provides the basis for development of the skills and knowledge needed in the position.

 N / A

V. JOB KNOWLEDGE Information concerning facts, theories, systems, practices, regulations and other subject matter relevant to the performance of the duties and responsibilities of the position.

 Working knowledge of the Organization’s Mission, Vision and Values.  Understanding of the importance of client centered service.

VI. OPS COMPETENCIES This section draws directly from the new OPS competency matrix. Select the appropriate competencies and level associated with the position. These competencies will form a central part of the new Performance Management Process.

Competency Level Communication 3 Teamwork 2 Adaptability 1 Service Orientation 1 Networking and Relationship Building 2 Problem Solving 2 Leadership 1

OPS Competencies

VII. IN-SERVICE TRAINING Specify only training that is mandated / required to perform the position duties. Do not include training that is not essential.

 Intensive in-class training followed by a period of on-the-job training of up to twelve (12) months at all Communication Centre positions (911 clerking, call taking and dispatching).  Attends courses / seminars as required.  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).

VIII. HOURS OF WORK Specify the hours of work that is required for the section to meet operational requirements.

 The incumbent is required to work hours commensurate with a 24 / 7 shift schedule in order to meet operational requirements of the section, rotating between days, afternoons & nights (including Statutory Holidays).

IX. EFFORT AND WORKING CONDITIONS Specify the physical & mental demands and working conditions under which job duties are performed, including nature, frequency, and duration.

 Work is performed in a standard a Communication Centre / office environment.  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 45 wpm.  Work requires sitting for long periods of time, operating the dispatch system and computer. Concentration is required for continuous periods of time.  The nature of the job often leads to situations / interactions involving a high level of stress and intense emotions for the incumbent and the caller.

X. DESIRED QUALIFICATIONS Desired qualifications are considered a “plus”.

 Relevant post-secondary education.  Previous experience working in a police environment / Emergency Services and / or Communication Centre.  Knowledge of CPIC, records entry and procedures related to the section.  Knowledge of Computer-Aided Dispatch (CAD).  Conflict Resolution training.  Problem Oriented Policing training.  Mobile Report Entry (MRE) / RMS training.  Understanding of the rationale behind OPS policies and procedures and the impact on the daily delivery of service.  Requires an in-depth knowledge of the Ottawa Police Service policies and procedures, Communication Centre and computer systems.  Oral, reading, and writing fluency in other languages. XI. APPROVALS All job descriptions require the approval of the Supervisor / Manager and Human Resources. The Supervisor / Manager is responsible for obtaining Human Resources approval (via email) prior to using any job description as the official document of record.