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• What is a Call Center Agent and what do they do?

  A Call Center Agent is a civilian member of the Ottawa Police. They take non-emergency phone calls from the public. They serve as a first point of contact to the community and provide information on a variety of topics. They will answer public inquiries and redirect non-police matters to the appropriate agencies. They also work in partnership with other members of the Organization and provide support to other units and sections, which require additional resources. Certain police reports can be taken over the telephone and are done with the Call Center Agent, who uses various Ottawa Police systems to gather the information and redirect it to an investigator.

• What types of reports are taken over the phone?

  Call Center will take reports which do not require police to attend. The Call Center will follow the guide lines of the Call Response Protocol and can determine if the report can be taken over the phone or if an officer needs to be sent.

  The type of reports that are usually taken over the phone are, but not limited to:

  • Thefts
  • Mischief
  • Breaches
  • Missing Persons,
  • Suspicious persons/incidents
  • General Information, etc

• Call Response Protocol

  Call Center is responsible for priority 3 calls. The following criteria need to apply, in order for a report to be taken over the phone:

  • No physical evidence to gather
  • No injury or potential for injury
  • Suspect is not know and there is little likelihood of apprehension
  • No requirement to protect the scene
  • No witness waiting for police response
  • Complainant shows no signs of extraordinary emotion or trauma
  • Complainant is comfortable reporting the incident over the phone

• Job Requirements

  • Secondary School Graduate – Grade 12 or equivalent plus some post secondary education.
  • Three (3) to six (6) months previous related work experience (i.e. working in a call center environment)
  • English – fluency in oral, reading and writing
  • Bilingualism (French and English) is required. Candidates will be required to provide a certificate of achievement, possibly at their own expense for Advances Level II proficiency in French (oral) from the current OPS approved testing facility.
  • Strong communication skills (written, listening and oral)
  • Excellent telephone etiquette
  • Sound understanding of the importance of a client centered service
  • Minimum typing skill of 40wpm
  • Ability to multi-task and to ensure things are accomplished in a timely manner
  • Flexibility
  • Ability to work in a team environment
  • Ability to work shift work

• Shifts

  Ottawa Police Call Center has five platoons, three Supervisors and one Shift Manager.

  The hours of work are as follows:

  • Days 0600-1500 & 0700-1600
  • Afternoons 0900-1900 & 1000-2000
  • Nights 1500-2400 & 1700-0200

• Selection process

  There is a six stage selection process to be hired as a Call Center Agent with the Ottawa Police Service.

  • Stage 1 - Application
  • Stage 2 - COCAT Testing 
  • Stage 3 - Language Testing
  • Stage 4 – Practical testing
  • Stage 5 - Interview
  • Stage 6 – Background/Criminal Checks
  • Stage 7 - Offer of employment

  Stage 1 - Application:

  Resumes are to be submitted online via on the Ottawa Police website. For further details on these options, please go to the “Join Us - We're Recruiting!” section.

  All resumes and applications will be reviewed and only successful applicants who meet the job requirements will move on to Stage 2 of the hiring process.

  Stage 2 - Co-Cat testing

  Photo ID is mandatory.

  Co-Cat is a multiple choice cognitive ability test that is designed to test various aspects of the candidates from memory retention the general cognitive abilities. Candidates must pass with a 65% score or more to be invited to the next step.

   

  Stage 3 - Off Site Language Testing

  Applicants who are successful in the first three stages will be provided instructions for booking language testing with an approved City of Ottawa contracted agency.

  • Applicants are to contact the approved agency to arrange a testing appointment.
  • Applicants are required to pay, in full, all costs associated with language testing.
  • A pre-screen series of questions will determine second language to be tested.

  French testing consists of Oral and Reading which costs approximately $220.00

  English testing consists of Oral expression and comprehension, Reading & Written which costs approximately $250.

  • Successful applicants will achieve Advanced 3 Level for all English tests (English Comprehension, Expression, Reading and Writing)
  • Successful applicants will achieve:
    • Advanced Level 2 Minimum for French Oral Comprehension/Expression

  Stage 4 - Practical testing

  Photo ID is mandatory

  Once you successfully pass the language testing, you will be invited to do a Practical Testing. Candidates must pass with a 65% score or more to be invited for an Interview.

  Stage 5 - Interview

  Photo ID is mandatory.
  Applicants will undergo a Behavioral Based Interview.

  What is a Behavioral Event Interview?

  The premise behind a behavioral event interview is that an individual's past behavior is the best indicator of their future behavior in similar circumstances. Candidates will be required to respond to questions based on life experiences.

  Interview questions are typically based on the six Call Center Agent competencies which have been identified for the position of Call Center Agent. An example of this would be to describe a specific past experience that they were involved in that will demonstrate the particular competency.

  Sample question: Can you tell us of a time when you were tasked with a project which had a strict dead line? Explain how you worked through the project. How did you manage your time? Were you successful in meeting the deadline?

  Competencies

  The following six (6) competencies may be rated during the job interview. A definition for each competency has been provided to assist you.

  COMMUNICATION: Affectively receives and conveys ideas and information, both verbally and in writing.

  TEAMWORK: Understands what teamwork means. Acheives common goals by working cooperatively with others and contributing to of developing a positive work environment.

  ADAPTABILITY: Recognizing the need for change, adapting to required change for example by making changes to existing work processes and procedures. Working comfortably with diverse individuals and groups in a variety of situations.

  SERVICE ORIENTATION: Commitment to helping and serving others.

  NETWORKING AND RELATIONSHIP BUILDING: Builds and maintains effective and constructive working relationships, partnerships or networks of internal and external contacts.

  PROBLEM SOLVING: Identifies problems, creates and implements new or viable solutions to problems, situations or work processes.

   

  Stage 6 - Background/Criminal Checks

  All successful applicants to this stage will undergo full Background history and Criminal Background checks. Applicants must have completed (in-full) and provide all relevant forms once you are asked for them. You may print off a copy of these forms from the Ottawa Police website. Providing false information is an automatic disqualifier.

  The investigation concentrates on, but is not limited to, previous employment, education, neighborhood inquiries, friends and associates, character references, personal finances and criminal activities.

  Final Selection Review

  All of the information collected from the various stages of the selection process is reviewed and compared to the selection criteria. An offer of employment may be made to qualified applicants.

  The successful completion of any stage of this process does not guarantee employment

  All successful candidates will be kept on file for a maximum period of 6-months for future consideration.

  Stage 7 - Offer of Employment

  Successful applicants will be provided a written Offer of Employment that they will accept or decline.

  Equal Opportunity Employer

  Ottawa Police Service values a diverse work force. It is the policy of Ottawa Police Service to provide equal employment opportunities for all employees and applicants for employment meeting bona fide occupational qualifications, regardless of race, color, religion, national origin, age, sex, sexual orientation, or disability.

  The Ottawa Police Service readily acknowledges that a diverse population is best served by a similar diversity of police and civilian membership.