Job Description

Competition No:

2025-CSR

Duration:

Auxiliary

Salary:

$31.97 per hour + 12% in lieu of benefits (2024 Rates)

Schedule:

Special Notes:

Last Updated:

7/16/25


As employees, we joined the City to make a difference in the community. The Burnaby Promise sets out the responsibilities of every employee, every day, in every decision we make. It describes the standards that every employee should strive to meet when interacting with Burnaby residents, external and internal clients, and City colleagues. It gives us the tools to check our actions, particularly in times of conflict or challenge. When every employee lives by the Principles and Commitments in this document, we will collectively create a City we all want to be in, that fosters employee engagement, strengthens our relationships, and better serves our community through service excellence.



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 x?m??k??y??m (Musqueam), S?wx?wu7mesh (Squamish), s?lilw?ta? (Tsleil-Waututh), and k?ik?????m 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.