Brandon Police Service

Clerical Front Desk Attendant Application Information Package

Competition #170089

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Contents

COMPETITION WELCOME ............................................................................................................... 3

BRANDON POLICE SERVICE PROFILE ............................................................................................... 4

Position Summary ............................................................................................................... 4

Training ............................................................................................................................... 5

Salaries (2018 Rates) ........................................................................................................... 5

Benefits ............................................................................................................................ 5-6

COMPETITION INFORMATION ........................................................................................................ 7

STEP 1 – The Application Process ....................................................................................... 7

On-line Application ................................................................................................. 7

Resume & Cover Letter ........................................................................................... 7

STEP 2 – Keyboarding Test .................................................................................................. 8

STEP 3 – General Working Skills (GWS) .............................................................................. 8

STEP 4 – Skills Assessment Exam ........................................................................................ 8

STEP 5 – Interview ............................................................................................................... 9

STEP 6 – Background Investigation ..................................................................................... 9

Self- Screening Questionnaire .......................................................................................... 10

BPS Clerical Front Desk Attendant Job Description ………………………………………………….…. 11

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COMPETITION WELCOME

We appreciate your interest in our Clerical Front Desk Attendant (CFDA) competition. The Brandon Police Service is a progressive police agency serving the City of Brandon. The Clerical Front Desk Attendant position is responsible for front-line customer service as well as clerical support for the Platoon and Service. The following handbook has been prepared to provide applicants with an outline of the application and competition process. The pages contain information that will answer many of your questions. Please read all of the information carefully before proceeding with your application submission. If you are unclear on any matter, experience an unusual or unique problem while participating in this competition or have questions about the process, please call the Competition Administrator for clarification. Welcome to Competition #170089. Competition Administrator: Jaclyn Craig, HR Generalist City of Brandon Human Resources 410 9th Street Brandon MB R7A 6A2 Phone: (204) 729-2522 j.craig@brandon.ca

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BRANDON POLICE SERVICE PROFILE

The Brandon Police Service promotes community spirit under the progressive leadership of the Police Service Executive. The Brandon Police Service serves a multi-cultural community with a staff of over 88 sworn members and 38 civilian personnel.

SUPPORT SERVICES OPERATIONS

School Liaison

Community Policing

Crime Stoppers

Court Unit

Traffic/By-Law Enforcement

Tactical Response Unit

Crisis Negotiation Unit

Forensic Identification Unit

Training & Recruitment Unit

Organizational Development

Clerical Support Unit

Clerical Front Desk Attendants

ACC/Police Studies Program

Patrol Platoon’s A- D

Police Service Dog Unit

Criminal Investigation Unit

Property Crime

Person Crime

Crime Support Unit

Vice/Intelligence

Victim Services

Employees are represented by the Brandon Police Association. The Association negotiates a collective agreement with the City on behalf of its members. The agreement sets out salaries, benefits, and working conditions.

Position Summary

The Clerical Front Desk Attendant (CFDA) provides reception and clerical support for the Brandon Police Service. The CFDA is responsible for receiving and screening requests and calls for service by phone or in person, disseminating information to police service employees and the public, and creating and maintaining records and documentation. BPS is staffed by CFDA’s 24 hours a day, 7 days a week. The CFDAs working 12 hour shifts on a rotating schedule of 4 shifts on and 4 shifts off, including weekends and holidays.

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Training

Training is provided and consists of formal classroom study and a practicum.

Salaries (2018 Rates)

Step Hourly Annual

Probationary

Step 5

$21.56

22.80

$44,840.37

47,426.93

Step 4 23.71 49,324.24

Step 3 24.51 50,979.72

Step 2 25.51 53,060.44

Step 1 26.87 55,884.50

12 Year 27.40 57,002.19

Note: Brandon Police Service employees are required to serve a one (1) year probationary period. Progression from one step to the next is on a 12-month basis, subject to satisfactory performance in the lower classification.

Benefits

Mandatory Benefits As a condition of employment, permanent employees are required to participate in all benefit plans offered by the City of Brandon or negotiated through the collective bargaining process. Temporary employees are eligible for benefits upon meeting service eligibility requirements, or upon being offered a permanent position. Presently these benefits include: Dental, Employee assistance program, Pension, Life Insurance, Disability Income Protection Plan

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These are co-funded by the City and its employees. Other benefits include paid overtime, sick leave, maternity leave, and vacation entitlement which are tied to the collective agreement and length of service. Optional Benefits These plans are completely employee funded. All optional plans are administered by Manitoba Blue Cross except for the Voluntary Accident Insurance which is administered by Municipal Employees Benefit Program (MEBP).

Voluntary Accident Insurance up to $250,000 coverage available;

Ambulance/Hospital Semi-Private Plan;

Extended Health includes prescription drug and physiotherapy;

Travel Health Plan.

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COMPETITION INFORMATION

STEP 1 – The Application Process

The application process for the Clerical Front Desk Attendant competition requires the submission of requested documentation. Applications must be complete before the applicant will be considered for advancement in the competition.

The minimum qualifications for applicants are:

must be 18 years of age or older

must be legally entitled to work in Canada

must be fluent in the English language

completed Grade 12 or equivalent

The City of Brandon will not accept responsibility for applications that are lost in transit.

Required Documentation

On-line Application All applicants must complete the on-line application (http://jobbank.brandon.ca/) for the Clerical Front Desk Attendant competition. If you do not have the ability to attach your documents to the on-line application you may fax, mail, or drop off the document to:

City of Brandon, Human Resources 410 - 9th Street

Brandon MB R7A 6A2 Phone: 204-729-2245

Fax: 204-729-1904

Resume & Cover Letter Your resume and cover letter should demonstrate how your skills, knowledge and abilities match those of a Clerical Front Desk Attendant.

Education Certification The education level required to compete is a minimum Grade 12 standing, G.E.D., or Mature Student standing. Proof of graduation is required in the form of a certificate or diploma. A transcript in place of a diploma is only acceptable if it contains a statement signed by the principal attesting to graduation requirements having been met. If that statement does not appear, it will not be accepted as proof of Grade 12 standing. Applicants who have successfully completed other post secondary education should attach documentation with respect to graduation.

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STEP 2 – Keyboarding Test

The initial step in the selection process is a keyboarding test. This short test will take a maximum of 15 minutes and must be successfully completed (minimum of 50 wpm net speed) to advance in the competition.

STEP 3 – General Working Skills (GWS)

Applicants who successfully complete the Keyboarding Test will be scheduled to take the General Working Skills test. The GWS tests for:

*Analysis Skills

*Detail Orientation

*Spelling and Grammar

Math *The standard to advance in the competition requires a minimum of 70% in Analysis, Detail Orientation and Spelling and Grammar only.

STEP 4 – Skills Assessment Exam

Applicants accepted into the competition will be contacted to attend the skills assessment examination (SAE). The SAE consists of two (2) parts:

ECOMM Video test

ECOMM Note taking test The ECOMM video-based test is a multiple-choice test that portrays situations that could be faced in the CFDA position. Candidates are required to analyze situations and make quick judgments about how to respond. This test consists of five (5) components:

Situational Analysis

Teamwork

Responder Support

Public Relations

Listening and Asking Key Questions The Note Taking test is based on the video presentation. Pencils will be provided. Dress comfortably for the SAE; you are not graded on your appearance. The examination will last for approximately 2 hours. Unsuccessful candidates will not proceed in the competition.

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STEP 5 – Interview

Candidates will be interviewed by a selection panel. The interview will examine a number of job dimensions related to this position and will include behavioural-based questions. Successful candidates will move forward to the background investigation. Unsuccessful candidates will not proceed in the competition.

STEP 6 – Background Investigation

You are no doubt aware that a police service employee must be of good character with no criminal record and no evidence of association with known criminals. At this step in the competition process, a background investigation is administered by a background investigator from the Brandon Police Service or an agency appointed by the City of Brandon. The complete application package and documentation is provided to the background investigator prior to the interview. The interview will be approximately 2 hours in length. Candidates successful through the background investigation will be ranked and conditional offers of employment will be made to the top candidates. Candidates who do not pass the background investigation will not proceed in the competition.

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Self- Screening Questionnaire

BRANDON POLICE SERVICE - CLERICAL FRONT DESK ATTENDANT POSITION

The following requirements need to be understood by all candidates for this position. Please carefully consider your answer to each question. The Self-Screening Questionnaire is for your use in determining whether you are making the correct decision in applying for this position with the Brandon Police Service. You are not required to return the completed questionnaire. If upon reviewing this information you’ve decided this position may not be a fit for you at this time, please withdraw your application. 1. Are you willing and able to work a large percentage of weekends and holidays?

___Yes ___ No 2. Are you willing and able to work any shift assigned? (i.e., day, evening or graveyard)?

___Yes ___ No 3. Are you willing to accept last minute changes in your work schedule that might require you to cancel personal plans?

___Yes ___ No 4. Are you willing and able to work emergency call-in overtime?

___Yes ___ No 5. Are you willing to be subjected to occasional abusive and profane language over the phone?

___Yes ___ No 6. Are you willing to take directions and corrections from a supervisor in front of your peers?

___Yes ___ No 7. There may be times when you are required to forego breaks due to understaffing or shift activity. Are you willing to give up breaks, when necessary?

___Yes ___ No 8. Are you willing and able to remain at the same workstation (seated or standing) for extended periods at a time?

___Yes ___ No 9. Are you willing to read and study several hundred pages of manuals, complete assignments and take written tests during your training period?

___Yes ___ No 10. Are you able to understand and accept that when you process a call incorrectly it could contribute to someone’s property being lost or damaged or someone being seriously injured or dying?

___Yes ___ No 11. Are you willing to accept close supervision and daily critique of your work performance during the on-the-job training period?

___Yes ___ No 12. Are you willing and able to deal calmly and respectfully with angry people when the problem is not your fault?

___Yes ___ No 13. Are you willing and able to handle workloads that may change dramatically during the course of the shift (e.g., periods of high activity, followed by periods of low activity)?

___Yes ___ No 14. If you smoke, are you willing to go without a cigarette for an entire shift if necessary, or smoke only during scheduled breaks or lunch periods?

___Yes ___ No

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15. Are you willing to work under constant electronic surveillance of all your telephone and radio messages?

___Yes ___ No 16. Are you willing to accept that you typically will not know the final outcome of a call for service?

___Yes ___ No 17. Are you willing to work any or all religious holidays on the recognized or actual date?

___Yes ___ No 18. Are you willing to work mandatory overtime, before or after a shift, sometimes with little or no notice? ___Yes ___ No 19. Are you willing to have regular and predictable attendance?

___Yes ___ No 20. Are you willing to arrive at work 10 minutes prior to your shift (to receive updates from the shift leaving)?

___Yes ___ No 21. Are you willing to work in a unionized work environment?

___Yes ___ No 22. Can you work effectively in a team environment?

___Yes ___ No 23. Can you exercise sound judgment in stressful high pressure emergency situations?

___Yes ___ No 24. Are you willing to have your personal, social, and family time disrupted because of the demands of your work schedule?

___Yes ___ No

THE QUESTIONNAIRE IS YOURS TO KEEP.

IF YOU HAVE ANSWERED NO TO ANY OF THE ABOVE QUESTIONS, PLEASE RECONSIDER APPLYING FOR THIS POSITION.

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Brandon Police Service Job Description

PURPOSE OF POSITION In accordance with the Delegation of Authority screens requests and calls for service by phone or in person and disseminates information to employers and the public while working toward the goals and objectives of the Brandon Police Service to meet the Mission of the City of Brandon.

Shall, in the performance of duties, respect and protect human dignity and maintain and uphold the human rights of all persons.

In addition shall, in performance of duties, ensure that health and safety programs are applied in accordance with City of Brandon policies and shall be responsible for adherence to generally accepted safe work practices within their work area.

TYPICAL DUTIES AND RESPONSIBILITIES

Receive telephone calls and greet visitors to the Police Service, ascertain their needs and direct them to the appropriate person(s), Section(s), Unit(s), or provide information in areas in which authority to do so has been granted.

Complete and distribute Police Service CAD Reports.

Perform receptionist duties.

Retrieve information from the police systems as required.

Provide information, pamphlets and forms to the public as required.

Promote the Police Service in a positive manner.

Promote the Police Service’s Mission, Vision and Core Values.

Perform clerical duties as assigned or required.

Provide clerical support for data input to the Police Services Record Management System, including CON’s (Common Offence Notices), TAR’s (Traffic Accident Reports), PROS (Police Records Management System), maintaining files (including tracking, pulling and destruction).

Manages work flow of files including type report, mostly from dictation, set up file, scan documents as required, and continue the report flow process.

Provide general clerical support to Crime, Patrol and Support services, ensuring

Job Title: Clerical Front Desk Attendant (CFDA)

Division: Brandon Police Service – Non-Sworn

Section: Support Services

Unit: Administrative Services Affiliation: BPA

Reports To: CFDA Supervisor Status: Full-time

Job Class: Clerical FDA Level Cap: Step 1

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accuracy, timeliness and effective prioritization.

Responsible for timely completion of CPIC entries.

Documents both incoming and outgoing correspondence and deliveries, and distributes appropriately.

Ensures adequate supplies of forms and documents for patrol members and organizes storage room.

Responsible for timely completion of CON’s and Traffic Accident Reports. NOTE: The duties listed are not set forth for the purpose of limiting the assignment of

work. They are not to be construed as a complete list of the many duties to be performed under the position title or those to be performed temporarily outside an employee's normal line of work.

POSITION QUALIFICATIONS

SKILLS Demonstrated initiative to independently plan, organize, and prioritize workload taking

into consideration conflicting deadlines, multiple unrelated projects and multi-tasking situations.

Demonstrated high proficiency in oral and written communication skills including spelling, grammar and punctuation, and the ability to speak in a clear, audible voice.

Demonstrated interpersonal skills and the ability to deal with high-stress situations.

Strong planning, organizational and prioritization skills with a focus on quality orientation and high work standards.

Demonstrated information gathering skills used to find, identify, and record essential information in a neat, accurate and concise manner.

Demonstrated in skill in communicating effectively with persons from a wide range of socio-economic and ethnic backgrounds.

Keyboarding speed of 50 w.p.m.

Proficient use and care of computer and other office equipment, operating systems, word processing and database software.

KNOWLEDGE

Ability to acquire and apply a working knowledge of Police Policies and Procedures, Federal and Provincial Statutes, and City By-laws sufficient to effectively support all areas of the Brandon Police Service.

Practical knowledge of city geography.

Practical knowledge of exceptional customer service practices.

Working knowledge of protocol and sensitivity as applies to police services.

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ABILITIES

Ability to operate a multi-line switchboard.

Ability to exercise discretion and good judgment in providing information to internal or external customers in a courteous and tactful manner.

Ability to exercise patience and assume control of a situation when required.

Ability to manage sensitive or confidential issues effectively.

Ability to resolve issues independently and as part of a team in a timely manner.

Demonstrated ability to adapt to new technological changes and improvements.

Willingness to participate in continuous upgrading, training, and self-development programs.

EDUCATION

Grade 12, G.E.D., or Mature High School Diploma (mandatory).

Post-secondary certification in office or business administration or related field (preferred).

Must attain and maintain certification in police related systems as required. EXPERIENCE

Sufficient work experience to demonstrate ability to effectively perform the office, computer, and customer service responsibilities of the position.

Dictaphone experience would be an asset.

NOTE: The qualifications are not intended to limit the opportunities for interested

candidates but provide the candidates with an understanding of the level of expertise required in this position.

WORK CONDITIONS PHYSICAL CONDITIONS The duties of the Clerical FDA are carried out in an office environment.

Sits or stands at a desk using keyboard and office equipment (daily)

Uses hands, arms, shoulders to maintain file systems and storage areas (frequently)

PSYCHOLOGICAL/STRESS CONDITIONS The Clerical FDA’s work load and environment may increase the employee’s emotional or stress levels.

Interruptions and calls from multiple areas (daily)

Converse with upset, distraught, and/or confused customers (daily)

Short periods of intense concentration while assisting customers (frequently)

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Brief periods of time in which an extremely short amount of time is available to complete a project or task (frequently)

Periods of intense concentration requiring mental focus, and careful listening, reading and attention to detail (frequently)

The Clerical FDA works independently and as part of a team providing support to a variety of people.

Wide variety of tasks requiring ability to manage multiple unrelated projects and make independent decisions (daily)

Hours of work vary in accordance with the collective agreement and do include evening and weekend shifts.

Part-time Clerical FDAs must be available to work one shift per week.

Self-motivated and quality driven to perform independent projects (daily)

Work in a shared and consultative manner with other employees (daily) NOTE: The conditions described are representative of those that must be met by an

employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DEPARTMENT HEAD HUMAN RESOURCES DATE OF APPROVAL