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By-law Dispatch Officer

3 months ago

Ottawa, Canada City of Ottawa Full time

Requisition ID: 11968
Department: Emergency & Protective Services Dept.
Service: By-law & Regulatory Services
Branch: Operational Support & Regulatory Services Branch
Employment Type: 1 Full-time Permanent
Work Hours: 35.00 hours per week

Employment Type: 1 or more Part-time Permanent; 1 or more Part-time Temporary - Up to 6 months

Work Hours: up to 24.00 hours per week
Affiliation: CUPE 503 Inside/Outside
Salary Information: $33.881 - $39.647 per hour (2024 rates of pay)
Location: 735 Industrial Road
City: Ottawa, ON
Job Category: Emergency and Protective Services
Application Close: 22/03/2024

**_Applications received may be used to staff current and on-going requirements for up to 6 months_**

**JOB SUMMARY**:
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
- 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**
- 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.

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.