Responding to Your Calls

Over the course of 2018, the OPS made improvements on how it responded to calls from the city’s residents.

In the previous year, our Call Centre was renamed as the Police Reporting Unit (PRU), and given additional responsibilities to triage calls for service that don’t require an immediate police response. By assessing these lower priority service calls, they are able to either redirect them to the Alternative  Response Unit (ARU) for further response, or close them after they are classified as non-criminal. This initiative allowed the OPS to redirect its sworn officers towards more proactive policing measures to enhance the safety of all residents city-wide.

In early June, the OPS introduced its ARU, which would assign officers to the role of evaluating lower level calls and online reports and following up with the public on those calls, where needed. A review of 11,000 reports filed by residents found that roughly half of them could be resolved by a follow up call by an ARU officer. This initiative would redirect frontline and investigative staff to more immediate and urgent calls for service, while still responding to incidents that did not require an officer to attend. Additionally, the ARU provides support for more high frequency/low solvency files by providing leads for investigative officers.

Towards the fall of 2018, the OPS introduced a new Court Brief Quality Assurance (CBQA) team. These sworn officers evaluate the content of submitted court documents to ensure that all content has been fully completed and ready for presentation at court. By eliminating any errors or omissions, it ensures that the OPS meets R v. Jordan requirements.

In September, the OPS reorganized its Front Desk Services (FDS) to staff it with civilian members. Traditionally this role was held by a sworn member, and by staffing the section with civilians, it allowed the OPS to redeploy trained sworn members into other organizational requirements. Each FDS at our Elgin Street, Huntmar and St. Joseph Boulevard locations is supervised by a sworn sergeant, with civilian members providing referrals to specialized sections of the OPS, like partner or sexual assault, based on the resident’s requirement.


In our Communications Centre, we had a few significant reasons to celebrate.

As part of the National Public Safety Telecommunications week in April, we conducted a robust social media campaign recognizing the vital role our 911 agents do on a daily basis. As the OPS works diligently to fill 500 sworn officer positions over the next few years, it is equally important that we fill vital roles in the Communication Centre, too.

Often a resident’s first interaction with the OPS will be the voice of a 911 agent at the end of the line; getting them the critical help they need.

In September, 13 members of our Communications team were recognized for their outstanding dedication for more than 25 years of service, and the entire OPS Communications Centre was presented with a Lifetime Achievement Platinum Award of Excellence from the Ottawa Regional Contact Centre Association. As these members prepare for retirement, our Communications Centre staff were busy at recruitment events here in Ottawa, but also at other venues like the Association of Public Safety Communications Officials (APCO) conference in Montreal. Those interested in pursuing a rewarding career as a 911 agent, are encouraged to apply through our career website:



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