We are looking for compassionate and experienced police communications operators
who are able to make quick and accurate decisions and communicate effectively
both orally and in writing. A Customer Service Representative (Police OCC)
supports both public and first responder safety by answering various types of
incoming Non Emergency calls for service and general inquiries. The incumbent
will quickly elicit important details from the caller, create reports, and relay
summarized information to dispatchers and other appropriate agencies. Other
responsibilities include responding to email and online requests for service;
providing information, direction and assistance to the public regarding RCMP
services, programs, events; explaining laws and regulations (including by-laws);
identifying issues and initiating service requests; resolving routine complaints
and handling a wide variety of inquiries. The incumbent will establish and
maintain effective working relationships with a variety of internal and external
contacts; liaise with staff to update departmental information; review and
update processes for resolving customer inquiries, update supervisor,
participate in the cross training of peers; and use software applications to
enter, delete, update, revise and retrieve information. Performs related duties
as required.
Qualifications include completion of Grade 12 supplemented by courses in
customer service or call centre operations plus sound public contact experience
in a customer service oriented environment or an equivalent combination of
education, training and experience. Sound knowledge of information management
systems such as PRIME CAD, PRIME RMS, CPIC and JUSTIN, software applications and
the capabilities of police call centre technology. Considerable knowledge of the
general functions and the nature of services provided as it relates to the work
performed and of the policies, procedures and organization of the RCMP. Ability
to deal effectively and courteously with the public, to supply information and
assistance in response to enquiries and requests and to explain bylaws,
policies, standards, regulations and services; listen and discern what
information is significant when handling enquiries, complaints and service
requests with promptness, tact, diplomacy and accuracy combined with the ability
to assess the nature of requests and determine those which can be resolved and
those requiring further response. Ability to operate police call-centre
technology including queues and reader boards, and information management
systems and software applications. Skill in keyboarding rapidly and accurately.
The successful candidate will be required to obtain and maintain an RCMP
Enhanced Security Clearance.
Pay Rate: $31.97 per hour + 12% in lieu of benefits (2024 Rates)
Location: RCMP Detachment
Hours of work: As this is an auxiliary position, hours and shifts are dependent
on operational requirements and are scheduled on an as needed basis. We have
many shifts available throughout the week, including overnight, weekends, and
statutory holidays. A typical shift length is 12 hours (0600 hours to 1800 hours
or 1800 hours to 0600 hours).
Please apply online at www.burnaby.ca/careers. This competition will remain open
until filled.
We respectfully acknowledge that the City of Burnaby is located on the unceded
territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ
(Tsleil-Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct
histories and distinct traditional territories that fully or partially encompass
the city. We encourage you to learn more about the Host Nations whose ancestors
have occupied and used these lands, including parts of present-day Burnaby, for
thousands of years. We are grateful to be on this territory as we dedicate
ourselves to creating an inclusive and diverse workforce that reflects our
vibrant community and welcomes applicants of all backgrounds, genders, ages,
ethnicities, abilities, sexual orientations, and life experiences.
Please contact People and Culture at 604-294-7303 if you do not receive a
confirmation email within one hour of submitting your application online.
