Records Customer Service Specialist Internal

Position: Records Customer Service Specialist
Posting Type: Internal
Status: 1 full-time permanent position vacant
Compensation Level: $58950 through to $78600 (2025 Salary Range)
Application Opening: January 9 2026
Application Deadline: January 23 2026

We invite online applications from ourcivilian members for one (1) Records Customer Service Specialist.

PURPOSE OF POSITION

The Records Customer Service Specialist is accountable for providing reception duties and quality customer service to the public in person and over the phone. The Specialist will conduct police record checks on internal and external applicants accept FOI requests Routine Disclosure requests Record Suspension requests and a variety of other requests relating to the Records office.

SUMMARY OF DUTIES AND RESPONSIBILITIES

• Greet and assist public and Service personnel at the Reception desk. Relay processes provide directions answer Service questions direct public to the Collision Reporting Centre.
• Respond to telephone calls from the public community agencies other Police Services and internal calls from civilian and sworn members.
• Process payments for service-related requests such as FOI requests police record checks routine disclosure requests fingerprints record suspensions file closures. Balance monies at the end of each day.
• Process queries for file closures and Records Suspensions.
• Accept document and process all levels of police record checks.
• Verify proper identification and proof of residence documentation prior to receipt and collection of fees for police record checks.
• Query the necessary databases and read police reports to determine what qualifies for release on Records Checks in accordance with the LEARN guidelines and applicable legislation.
• Notify the Record Supervisor of possible exceptional disclosure charges.
• Correspond with external police services on searches where required.
• Process requests for information from external police agencies where applicants do not reside in Brantford.
• Complete vehicle releases tow tags Notice To Register electronic submission suspension notices.
• Complete the processing of Drivers Licence return to Ministry of Transportation.
• Put calls for service into I-Net Viewer. (e.g. Turning self in surety revoke warrant mental health warrants)
• Contractor sign-ins.
• Parole and accused Release Order sign-ins.
• Process property drop off and release. Complete occurrence report entry for entry of stolen lost property into Niche RMS complete Property tags.
• Monitor the fax machine.
• Accept mail and courier packages.
• FOI file pick-up signature payment as required.
• Process burial permits.
• Process E-tickets XML and E-tickets PON indexing.
• Provide guidance and training for new employees assigned to Records relating to police record checks.
• Assist with the processing of civil fingerprinting.
• Completion of indexing sheet for Federal Crown Disclosure pickup.
• Complete pick-up log for items left at Reception i.e. Subpoena Summons.
• Answer internal and external telephone inquiries.
• Assist with linking entities from motor vehicle collision reports.
• Relaying updated information to Communications and NCO office.
• Perform Commissioner of Oath duties as required.
• Attend at the Record counter as required.
• Perform additional duties as required.

NOTE: The duties listed are not 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 employees normal line of work.

Knowledge

• Completion of up to one year of post-secondary courses (Business Administration Office Administration)
• Up to one year of relevant customer service work experience.
• Comprehensive knowledge of records management systems procedures and information.
• Demonstrated knowledge of Niche RMS CPIC Police Information Portal (PIP/PSP)
• Exceptional knowledge of the confidentiality and privacy concerns contained in legislation policy and procedures that protects the unlawful dissemination of information including extremely sensitive information.
• An understanding of the organizational structure Routine Orders Policy and Procedures practices within the Service as it pertains to duties and responsibilities performed.
• Knowledge and ability to reference materials required for job duties and responsibilities such as Police Record Check Reform Act CPIC User manual CPIC policy manual Criminal Code of Canada Youth Criminal Justice Act Criminal Records Act Controlled Drugs and Substances Act.
• Working knowledge of standard office software on personal computers

Skills

• Excellent interpersonal listening written and verbal communication skills.
• Exceptional attention to detail and concentration.
• Must be capable of handling multi-tasks produce work under strict and definitive deadlines.
• Planning organizing and analytical skills with sound logic and good judgement.
• Computer literate in word processing.
• Interpersonal and customer service skills are required for interactions with the public assist individuals with language barriers manage inquiries de-escalate unpleasant or difficult interactions and provide information in a tactful sensitive manner.
• Keyboarding skills of 40 w.p.m.

Abilities

• Ability to work independently and collaboratively.
• Ability to complete all mandatory training courses.
• Ability to adapt quickly to changes in policies and procedures.
• Ability to ensure strict compliance with legislation regulations guidelines policies and procedures.
• All other qualifications the position justifies.

Physical/Mental Demands

• Continuous use of computer keyboard and mouse.
• Extensive periods of sitting.
• Attention to detail and visual concentration required.
• Multiple deadlines and urgent assignments.
• May have exposure to disturbing/graphic written material.
• Contacts with the public may occasionally include aggressive upset or emotional individuals.
• Work is performed in a standard open concept office subject to frequent interruptions.

Interested applicants are invited to complete anInternal Position Application Form and submit it electronically no later than Friday January 23 2026 at 4:00 pm. Please click on the link below to upload the application with your resume/cover letter:

(Apply to this Job)

Brantford Police Service does not use Artificial Intelligence (AI) enabled tools in the selection or hiring process. Hiring decisions are made by humans based on job-related criteria.Personal information submitted will be used only for the purposes of this competition in accordance with the Freedom of Information and Privacy Act. We welcome and encourage applications from individuals from all backgrounds including those from underrepresented groups. If you require accommodations during the recruitment process please let us know and we will work with you to meet your needs.

Required Experience:

IC