Police Reporting Unit

Make the Right Call graphic with phone numbers and online reporting information

The Police Reporting Unit (PRU) is located at 245 Greenbank Road in the West end of the city and is responsible for handling calls and reviewing online reports of incidents that have occurred in the Ottawa area.

The PRU responds to incoming non-emergency phone calls and online reports from 8 AM to 10 PM, seven (7) days a week.
From July 15 to September 1, our Police Reporting Unit will operate from 10 a.m. to 9 p.m.

The Police Reporting Unit Agent works within a platoon on a shift rotation or a fixed shift, which is established on a 28-day schedule. The shifts are divided into Days, Afternoons and Evenings, between four (4) platoons

Hours of Operation

Seven days a week from 8 a.m. to 10 p.m.

From July 15 to September 1, our Police Reporting Unit will operate from 10 a.m. to 9 p.m.

When the Police Reporting Unit is closed between the hours of 10 PM and 7 AM, an automated attendant will provide options on how to redirect your call. 

Adjusted hours for statutory holidays, 10 a.m. to 10 p.m.

  • New Year’s Day
  • Family Day
  • Good Friday
  • Thanksgiving Day
  • Christmas Day
  • Boxing Day

What is a Police Reporting Unit Agent and what do they do?

A Police Reporting Unit Agent is a civilian member of the Ottawa Police. They take non-emergency phone calls from the public. Online Reporting was introduced in May 2014 and the Police Reporting Unit Agent is also responsible to review all reports that are submitted via the Online Reporting application.

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. Many types of police reports can be taken over the telephone and reported through the Police Reporting Unit. Other types of reports can be filed online. The Agents use various Ottawa Police systems to gather the information, complete the report and redirect it to an investigator. 

What types of reports are taken over the phone?

The Police Reporting Unit will take reports that do not require police to attend. The Police Reporting Unit follow guidelines 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:

  • Break & Enters (residential and commercial)

  • Assaults (low level; injuries did not require medical attention; not partner-related)

  • Breaches

  • Missing Persons,

  • Suspicious persons/incidents

  • Stolen Vehicles

Police reports are taken over the phone where...

  • Police presence is not required at the scene and no emergency situation exists
  • No injury or potential for injury
  • No unidentified witness(es) at the scene

Job Requirements

  • 1 year previous related work experience (i.e. working in a call centre or a customer service environment)
  • Secondary School Graduate - Grade 12 or equivalent plus some post secondary education.

  • English - fluency in oral, reading and writing

  • Bilingualism (French/English), Oral/Reading/Written  French Advanced Level 2 Oral/Reading and Comprehension - Intermediate 3 for written

  • Federal Government Level C (oral, written, comprehension)

  • Strong communication skills (written, listening and oral)

  • Excellent telephone etiquette

  • Sound understanding of the importance of a client-centered service

  • Minimum typing skill of 35wpm

  • 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

The Police Reporting Unit has four (4) platoons, three Supervisors and one Shift Manager.

The hours of work are as follows:

  • Days: 0800 to 1900 and 0900 to 2000
  • Afternoons: 0900 to 2000 and 1100 to 2200
  • Evenings: 1300-2400
Availability Expectations

In order to maintain your Police Reporting Unit skills, you are required to be available a minimum of:

  • one evening or weekday a week
  • one eight-hour weekend shift for three out of every four weekends

You will be required to work a minimum of three shifts a month (unless not operationally required)

Availability must be submitted by the first of the month for the following month (e.g. February 1 for the month of March)

Selection Process
There is a six stage selection process to be hired as a Police Reporting Unit Agent with the Ottawa Police Service. Find out more.
Training

Each new hire receives 130 to 140 hrs of training. Some can be in-class, but majority is one-on-one with a coach.

Each new hire is on a 90-day probation period. Therefore the training must be completed within 75 days in order to have a complete assessment.

The training is intense due to time constraints and there is a lot of information to retain. You must ensure that you will be able to dedicate time to complete the training within the required timeframe (i.e. one day a week will not suffice).

Training consists of the following:

  • orientation session reviewing expectations, directives, presentations and an overview of your training
  • how to write reports and ask proper questions
  • proper call taking techniques
  • navigate all different systems – CAD/RMS/Online reporting (Computer Aided Dispatch, Records Management System)

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