JOB SUMMARY

The mandate of ServiceOttawa is to achieve better outcomes for Ottawa residents and businesses when they access City services, by providing a consistent and positive client experience across multiple channels with a focus on Service Excellence. The Counter Services team responds to community needs through the provision of optimum client service delivery employing a centralized one-stop approach. Counter Services consists of seven Client Services Centres and three Provincial Offences offices, which offer a variety of services such as pet registrations, marriage ceremonies, payment intake, parking permits and provincial court services to name a few. Counter Services staff process over 250,000 transactions and handle over $190 million in revenue per year for the City. 

You are responsible for providing information and customer service for a wide range of municipal and provincial services, programs, policies, procedures, permits and fee structures, as part of a team of agents, delivered through a ServiceOttawa Centre; ensuring service continuity in responding to inquiries and urgent requests from the public, elected officials, internal staff, and other government agencies through a variety of platforms, primarily by in-person and including electronic/web, email and phone in the most efficient and professional manner possible, minimizing referrals and transfers to other subject matter experts, where possible, and ensuring follow up where required. Work is performed in accordance with corporate/departmental/branch policies, procedures, standards and guidelines, as well as any applicable legislation/regulations, and in meeting performance and quality assurance standards.

You are also responsible for determining the course of action for parking ticket resolution in accordance with the First Attendance Facility policy/procedures, and service standards set within the Branch.  

EDUCATION AND EXPERIENCE

Completion of Grade 12

Post-secondary education and/or training related to Customer Service is an asset

Minimum of 3 years of relevant experience in a customer service environment, providing service to the public by telephone, in person, in writing and electronically in a multi-service environment, such as a in call centre and/or a counter service operations 

KNOWLEDGE

• Knowledge of customer service delivery mechanisms, practices and strategies to resolving customer related complaints
• Computer literacy in MS Office Suite, internet/intranet and job specific programs such as ICON, IP360, Dynamics, Liberty Recording System, LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, H2O, ACTIVENet, PRESTO, SAP, VSTATS etc.
• Knowledge of provincial legislation & regulations, corporate policies & procedures along with the ability to apply and interpret these provisions
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.
• Knowledge of City of Ottawa organizational structure, services and personnel is an asset

COMPETENCIES, SKILLS AND ABILITIES

• Strong interpersonal and communication skills combined with excellent customer service skills especially during busy periods, stressful situations or emergencies
• Communicate effectively and tactfully with municipal staff, elected officials and members of the general public by telephone and in-person
• Strong writing skills and ability to compose professional, clear and concise responses to written inquiries
• Organize, multi-task and prioritize work
• Exercise sound judgment and discretion in decision making to selecting/suggesting a course of action within a list of possible alternatives, particularly after-hours, to minimize risk to the corporation and maximize public safety
• Work independently and in a team setting
• Possess an excellent attendance record 
• Punctual, reliable and dependable
• Flexible and adaptable to deal with varying situations
• Strong listening/comprehension skills
• Strong organizational skills

JOB SUMMARY

Human Resources Services creates and implements human resources strategies and programs that are aligned and integrated with business strategies to facilitate the attraction, development, deployment and retention of a diverse, knowledgeable and engaged workforce. With a focus on talent recruitment and management, Human Resources is the centre of expertise providing a one-stop shop for the City’s Human Resource needs. 

You are accountable for providing vision, leadership and strategic planning to the Service, and for planning, organizing, directing, controlling, evaluating and improving the development and delivery of its priorities, services, programs and operations.

Services and programs include: 

• Recruitment, Talent Management and Retention 
• Learning and Development
• Compensation, Organizational Design and Job Evaluation
• Workforce Planning
• Employee Wellness and Benefits
• Occupational Health and Safety
• Workplace Violence and Harrassment

You are also accountable for managing the Service’s human and financial resources.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in Human Resources, Employee Relations, Business Administration, Public Administration or other related field

Minimum of 10 years of related experience in strategic human resources management in a unionized environment, including a minimum of 5 years managing human resources, external contract resources, operating and capital budgets in a complex public organization or private sector corporation 

Certified Human Resources Professional (CHRP) designation is desirable
 

KNOWLEDGE

• Principles, practices, procedures, techniques, laws and regulations pertaining to the Service’s functions, programs, services and operations (recruitment and selection, job evaluation, compensation and benefits administration, employee recognition, talent management, diversity and inclusion, workforce planning, HR data analytics, employee health, wellness and safety, leadership and employee development and training)
• Organizational design and change management models, practices and techniques
• The City of Ottawa, its operations and corporate governance structure
• Relevant City codes, policies and procedures 
• Public private partnerships and other alternate service delivery models
• Principles and methods of economic, financial, social and political risk analysis
• Principles and practices of public policy and business administration 
• The City of Ottawa’s current social, political, business and economic climates
• Project management principles and practices
• Human resource management practices in a unionized work environment
• Must be familiar with applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures

COMPETENCIES, SKILLS AND ABILITIES

Core Behaviours
Core behaviours define the City’s expectations of the behaviours employees should demonstrate in performing their work.  They are reflective of the City’s culture and values and guide all our present and future activities.  Every employee is encouraged to learn, embody and demonstrate these core behaviours.

Review the Core Behaviours.

Leadership Competencies
The City has defined key competencies that leaders are expected to embody and demonstrate to successfully move the organization towards achieving its strategic objectives and create an organizational culture that supports and empowers employees to excel, grow and reach their full potential. These leadership competencies and associated behaviours are expected to be demonstrated by leaders at all levels of the organization. 

Review the Leadership Competencies.