AddressRequisition ID: 6747
Emergency & Protective Services Department
By-law & Regulatory Services
Operational Support & Regulatory Services Branch
Employment Type: 1 Full-time Permanent, 3 Full-time Temporary - Up to 1 year
Work Hours: 35.00 /hours per week
2 Part-time Permanent, 2 Part-time Temporary - Up to 1 year
Work Hours: 24.00 /hours per week
Affiliation: CUPE 503 Inside/Outside
Salary Information: $33.217 - $38.870 per hour (2023 rates of pay)
City: Ottawa, ON
Job Category: Emergency and Protective Services
Application Close: 03/02/2023
JOB SUMMARY
Operational Support and Regulatory Services is responsible for new and amended by-law implementation support, technical support and administration for various municipal programs such as Private Parking Enforcement Agency Program, Noise Exemptions, Fire Route applications and Dog in Park Designation programs, business licensing technical support, Performance Measurement & Reporting to measure progress against work plans, administrative support of the Spay/Neuter Clinic and contract renewal for municipal animal shelter services, and Dispatch, Training & Logistics for training and certification of staff, procurement, business applications and by-law dispatch services.
You work with By-law Officers, Property Standards and Zoning Officers, Special Events staff, Coordinators, Parking Control Officers, Supervisors, and the Alternate Response Officer to support enforcement and licensing services in the branch. You are responsible for providing communication centre services by receiving, taking and prioritizing calls; maintaining radio dispatch with branch staff and liaising with external agencies (Police, NCC, MNR, Ottawa Humane Society); flagging and logging officer safety concerns when dispatching calls; assigning vehicles and equipment; processing complaints/Requests for Services (RFS); tracking location of enforcement officers; creating and updating RFS documentation/files; and testing and maintaining communication systems to support and enhance By-law Services commitment to high quality customer service, alternative response model, and balanced approach to enforcement.
EDUCATION AND EXPERIENCE
Completion of 2 year community college diploma
Minimum of 2 years of customer service and/or administrative experience, including at least 1 year of directly related experience in handling complaints from the public
KNOWLEDGE
- Dispatch/Communication Centre Techniques and services
- City services, departments and key contacts
- Corporate and branch software applications, including Microsoft Office Suite, VTAX, TIMS, Business Licensing System, MAP, AutoProcess, MTO software, general By-law e-mail account
- Working knowledge of branch service delivery model and operational policies and procedures
- MFIPPA policy and procedures
- Alternative dispute resolution techniques
- Working knowledge of applicable occupational health and safety legislation
- General knowledge of corporate / departmental policies and procedures related to health and safety
COMPETENCIES, SKILLS AND ABILITIES
- Demonstrated strong interpersonal, communications and customer service skills with internal and external client/contacts
- Read, understand, interpret and explain by-laws and regulations to the general public
- Communicate effectively and tactfully with difficult people and stressful situations, problem solve and remain calm
- Receive and dispatch complaints and inquiry calls in a clear concise manner and make sound decisions
- Ability to determine communication priorities and multi-task
- Ability to write clear and concise information, and type accurately 40 wpm and maintain electronic documents on all complaints/Requests for Service (RFS) Calls
- Flexibility and adaptability
- Strong service attitude
- Punctual, reliable and dependable
- Good attendance record
- Ability to work effectively in a team
- Ability to work in a shift-work environment
WHAT YOU NEED TO KNOW
- Language Requirement: Various language requirements, English only, French only OR Bilingual competencies. Some positions require English oral, reading, and writing. Some positions required French oral, reading and writing.
- Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.
- You will initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
- Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available
We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.
Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.
The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.
Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.
