Alerts Management Agent

ALERTS MANAGEMENT AGENT – IN OFFICE – ETOBICOKE LOCATION**Primarily in the office with the ability to occasionally work from home if and as mutually agreed upon.

DEPARTMENT OVERVIEWThe Alerts Management Centre (AMC) operates 24/7 and is the core of our monitoring program. The AMC is responsible for managing the flow of alerts generated by the GPS monitoring equipment. Shift Leads, Alerts Management Agents and Program Support Agents have communications with monitored individuals, sureties, police, probation and parole officers, and correctional institution staff.

PURPOSE OF THE ROLE
To respond to alerts generated through GPS monitoring software and take appropriate actions within the parameters of established procedures. This includes claiming alerts; reviewing available relevant information such as case notes and profiles; determining the appropriate action including escalation as needed; and relaying clear and concise information to various stakeholders, including wearers, authorities, management, and other departments.

We are currently recruiting Trainees who, upon successful completion of a 3-month training period, will transition into full-time Agents. During the training period, successful candidates will learn how to:

PRIMARY RESPONSIBILITIES

• Monitor the platform through which alerts are generated.
• Determine the required action for processing each alert by reviewing existing information such as the profile notes, case notes and/or other data.
• Make concise, accurate, and clear notes about each event processed such that the facts are recorded and the next person reading the note understands the context.
• Conduct professional and authoritative calls and send email correspondence to both non-authorities and authorities as required by the applicable procedures.

REQUIREMENTS

• Demonstrate commitment to accuracy, timeliness, clarity, and professionalism.
• Demonstrate ability to interpret data and apply policies and procedures.
• Excellent verbal and written communication skills with the ability to process information and make clear, concise notes.
• Proven ability to multi-task and coordinate competing priorities.
• Knowledge of the Criminal Justice System and terminology is considered an asset.
• Prior experience interpreting maps, spatial concepts, or calculating time, distance, and movement is considered an asset.
• Working knowledge of Microsoft Teams or similar platforms.

COMPENSATION & BENEFITS

Upon joining the team as an AMC Agent Trainee, you will receive:

• Starting Rate: $20.00 per hour. After successfully completing the training period, the rate increases to $22.00 per hour.
• Vacation: 10 days of paid vacation for full-time employees. Part-time employees receive a percentage of vacation pay per pay period.
• Personal Days: 3 paid personal days for full-time employees.
• Sick Days: 3 paid sick days.
• Health Spending Account: $1,000/year (available to full-time employees after a 3-month waiting period).

NOTES

• Participation in an on-call rotation may be required, which could include nights and weekends. The on-call rotation may be conducted from a home office.
• Must be able to come into the Etobicoke office.
• Shifts may be rotated based on business needs, so flexibility to accommodate is a requirement.
• Additional employment obligations must be disclosed upon application. If additional employment is sought in the future, approval must be given by Recovery Science to ensure the avoidance of conflict of interest.

Recovery Science is an equal opportunity employer, and we welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please inform us within your application if you require any accommodations, and every effort will be made to meet your needs.