Call Centre

Contact

Make the right call. 911 for emergencies. 613-236-1222 ext 7300 for call centre

The Ottawa Police Call Centre 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 Call Centre responds to incoming non-emergency phone calls and Online Reports, 7 days a week from 6AM to 2AM. When the Call Centre is closed between the hours of 2AM and 6AM, an automated attendant will offer options on how to redirect your call. 

The Call Centre Agent works within a platoon who works 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 6 platoons.

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What is a Call Centre Agent and what do they do?

A Call Centre 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 Call Centre Agent is also responsible to review all reports that are submitted via the Online Reporting application.

The Call Centre Agent is also a support to the Switchboard operator and assists with the overflow of calls. 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 Centre 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 Centre will take reports which do not require police to attend. The Call Centre 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

  • Stolen Vehicles

Call Response Protocol

Call Centre is responsible for priority 6 calls. The following criteria needs to apply, in order for a report to be taken over the phone or through the Online reporting system:

  • No physical evidence to gather
  • No injury or potential for injury
  • No requirement to protect the scene
  • No witness waiting for police response
  • Complainant shows no signs of extraordinary emotion or trauma

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 and English) is required. Intermediate 3 in French written. 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 Centre has six platoons, three Supervisors, 1 Quality Assurance Analyst and one Shift Manager.

The hours of work are as follows:

  • Days 0600-1700 & 0700-1800, 900-2000
  • Afternoons 0900-2000 & 1100-2200
  • Evenings 1300-2400 & 1500-0200