OTTAWA POLICE SERVICE JOB DESCRIPTION

I. JOB INFORMATION:

TITLE: COMMUNICATION CENTRE TRAINING AFFILIATION: CIVILIAN COORDINATOR DIRECTORATE: SUPPORT SERVICE SECTION: COMMUNICATION CENTRE POSITION #: 10007505 JOB CODE: 10073658 PAY GROUP: SEVEN (7) SALARY: CIVILIAN PAY SCHEDULE EFFECTIVE DATE: JANUARY 20, 2016 SHIFT: MONDAY – FRIDAY DAYS WORK LOCATION: CENTRAL - 474 ELGIN STREET SUPERVISOR’S TITLE: STAFF SERGEANT 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 Staff Sergeant Communication Centre, the Communications Training Coordinator is responsible for:  The training of all new personnel in the areas of 911 clerking, call taking and dispatching.  Providing ongoing training programs for existing personnel, and documenting, maintaining and updating all training records for communications staff.

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.

 Develop and coordinate training programs for new and current employees.  Organize training schedules.  Ensure management and communications centre staff are informed of all policy and procedural changes.  Provide relief in the communications centre as requested; this may include supervisory, communications or 911 duties.  Create and maintain comprehensive training programs and manuals to be used by the service.  Maintain current knowledge of industry standards and best practices respecting Communication Centre / 911 dispatch training programs.  Participate in the selection of platoon training officers.  Ensure communications centre staff are informed of all workshops and courses being offered by the service, OPC and CPC.  Generate and maintain training profiles for all communication centre staff.  Prepare budgetary briefs to be used in the budgeting process as required.  Assist with the selection process for new communication section employees.  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.

 Graduation from a relevant two (2) year college program (Business Administration, Police Foundations, Public Administration, Communications, Social Sciences, etc.).  Experience and formal training combined may substitute for stipulated education requirements.  Three (3) to five (5) years previous related work experience (i.e. working / training others in a Call Centre, Communication Centre, or Police environment).

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

 English – fluency in oral, reading, and writing.

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.  General knowledge of legislation, policies, and procedures impacting the Communications Centre:  Criminal Code of Canada, Controlled Drugs and Substances Act, Highway Traffic Act and the Youth Criminal Justice Act and other related statutes  Ottawa Court Structure and general office procedures.  Requires an in-depth knowledge of the Ottawa Police Service policies and procedures, communication Center and computer systems (CAD, RMS, CPIC, SAP, etc.).  Legislation, policies, and procedures impacting the Communications Centre.  Knowledge of developing and delivering training modules and their subsequent evaluation.  Understanding of the importance of client centred service.  Understanding of the rationale behind OPS policies and procedures and the impact on the daily delivery of 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 Competency Level Communication 3 Problem Solving 3 Teamwork 2 Leadership 1 Adaptability 2 Planning and Organization 1 Service Orientation 2 Resource and Fiscal Management 1 Networking and Relationship Building 2

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

 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).  Road to Mental Health Readiness (R2MR).  Attends courses / seminars as required.

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

 Work is performed in a classroom setting and a standard Communication Centre environment with some adverse working conditions (background noise including calls situations / interactions involving a high level of stress and intense emotions for staff and the caller.  Constant light physical activity, moving from workstation to numerous different areas of the larger office.  Extended periods of time on a computer.  Work requires sitting for long periods of time, concentration is required for continuous periods of time.

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

 Oral, reading, and writing fluency in French or other languages.  Educated and experienced in delivering effective training.

X. 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.