Client Service Representative, First Attendance Facility
- 55,377.14 - 64,801.10 annually
- City Of Ottawa
The incumbent is part of a team responsible for providing a court service to defendants, including the application of the First Attendance Facility (FAF) policy under part II of the Provincial Offences Act. (Parking ticket administration). The incumbent receives defendants, responding in a manner consistent with established service standards, and in accordance with directives issued by the Ministry of the Attorney General, Ministry of Transportation, and the Corporation of the City of Ottawa. Exercising discretion and judgement on a case-by-case basis, the incumbent determines the course of action for parking ticket resolution in accordance with the First Attendance Facility (FAF) policy/procedures, and service standards set within the Branch.
Education & Experience
Secondary School Diploma (Grade 12) or equivalent.
Minimum of four years of related experience serving the public in a municipal setting, in work areas such as enforcement, court operations or other legal services. Within these four years, a minimum of two (2) years should have been spent working with corporate computer systems, in cash operations and data management.
*Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
Language, Certificates & Licenses
The successful candidate(s) will be required to complete a Criminal Record Check to the City of Ottawa’s satisfaction.
Designated bilingual - Day 1 Ready – immediate requirement for language proficiency:
French oral, reading, writing required
English oral, reading, writing required
Candidates must meet language requirement for position upon hire.
- General knowledge of the Provincial Offences Act, particularly relating to section 2-parking offences, and associated regulations, along with the ability to apply and interpret these provisions
- Working knowledge of the legal system, enforcement of legislation, and court processes/proceedings
- Knowledge of all City policies/procedures and defendant options for payment of parking tickets, including detailed knowledge of the City's cancellation policy
- Working knowledge of other city Departments/Branches and their relationship to the parking program, such as PW&S branches and divisions, Finance, and By-law and enforcement.
- Working knowledge of the ParkSmart (AutoProcess) system
- Computer literacy in MS Office Suite in a Windows environment, including use of MOE and the internet
- Working knowledge of MAP
- Working knowledge of City financial practices
Competencies & Skills
- Demonstrated ability to provide courteous and timely service to defendants
- Able to communicate effectively and tactfully, both orally and in writing;
- Able to organize, multitask, and prioritize work, in order to meet legislated deadlines
- Able to work independently
- Able to follow office procedures and maintain filing/information systems;
- Able to read, interpret, understand and explain policies and procedures under jurisdiction of the Branch, and those of other Branches that relate to the operations of the FAF
- Possess above average keyboarding skills with an emphasis on accuracy
- Able to maintain confidentiality, exercise good judgment and discretion in dealing with confidential information and responding to inquiries
- Able to recognize and defuse challenging or difficult behaviours