Customer Protection Officer

Start Rate (Non-negotiable): $46.57

Training Rate (Non-negotiable): $26.32

Work Locations: Various locations and shifts within the Greater Toronto Area.

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario. 

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Our Customer Protection Office is looking for applications to create a talent pool for the position of Customer Protection Officer/Special Constable. Reporting to the Manager, Customer Protection, Customer Protection Officers/Special Constables protect the safety and security of passengers, employees and property and to maintain the integrity of the fare system.

What will I be doing?

• Proactively engages with individuals with housing needs who may be finding shelter in and around the transit system with goal of finding supports, referrals to social agencies and other assistance.
• Provides the first level of emergency response assistance for infrastructure threats, fatalities and/or catastrophic injuries, fires, accidents, medical emergencies, and unlawful intrusions of Metrolinx, GO Transit and UP Express facilities and equipment.           
• Ensures consistent and non-discriminatory enforcement of provincial and federal statutes and GO Transit bylaw pertaining to the general conduct of patrons, fare inspections, liquor offences, and parking control.  May issue appropriate offence notices, summonses, or appearance notices to individuals for non-compliance. 
• Performs such duties as crowd control, searching of Metrolinx/GO Transit premises, equipment or passenger vehicles, protecting site or evidence, obtaining statements from witnesses, providing first aid and/or assistance to passengers, employees and emergency services.
• Responds to criminal offences committed on or within the Metrolinx, GO Transit and UP Express system and make arrests in accordance with policy, training and legislation. Initiates on scene investigative steps and reports information to investigators/management. Transports and processes arrested persons to the regional police facility.
• When necessary and appropriate, responds to persons experiencing mental health crisis, on or within the Metrolinx, Go Transit and Up Express system and apprehends under the Mental Health Act. Transports apprehended person to regional facilities when necessary.             
• Promote and maintain excellent customer relations and maintain the public peace within the Transit system.
• Maintains operating protocol with railway and regional police services and all levels of court services within the jurisdictions serviced by Metrolinx/GO Transit.  Prepares appropriate incident reports and supplementary reports, with witness statements (if applicable) Secures, maintains and presents evidence for prosecution in the various levels of court.

What Skills and Qualifications Do I Need?

• Knowledge of principles and practices normally attained through completion of a community college program in law enforcement, social work or relevant field and/or equivalent experience. 
• Minimum six (6) months experience directly involving law enforcement activities, social/community work with exposure to the justice system
• Achievement of a passing grade in the Special Constable Fitness Assessment 
• Must have (prior to start date)
  • a Valid Level "C" First Aid, C.P.R. certificate 
  • a Mental Health First Aid Certification from the Mental Health Commission of Canada
  • a valid Ontario Class “G” driver’s license and be able to meet the corporate standard for a good driving record.
• Ability to interpret and apply Federal and Provincial statutes and local Bylaws. 
• Good interpersonal skills in order to maintain good customer service and operating protocol with railway and local police and court services within all jurisdictions serviced by Metrolinx/GO Transit. 
• Strong interpersonal and communication skills.  Bilingual abilities would be considered an asset.
• Effective and strong decision-making skills that can be applied on a regular basis in a variety of circumstances/ situations including under potentially harmful and stressful conditions.

Other Work Requirements: 

• Must be able to:
  • Pass an Ontario Provincial Police (O.P.P.) security clearance and background investigation which includes education, employment, personal history, credit and reference checks for the purpose of obtaining Special Constable Status, and to access the C.P.I.C and P.A.R.I.S information systems.
  • Complete environmental, safety and any other training required by corporate policy and obtain Metrolinx Equipment Operator’s Permits
  • Attainment and maintenance of the Special Constable Status
  • Achievement of a passing grade in the Special Constable Fitness Assessment prior to offer (further information on the assessment will be provided prior to the assessment)
  • All aspects of the Metrolinx Special Constable training program, including the field training portions
  • Ongoing adherence to the Special Constable Code of Conduct

Available Shifts:

• Must be prepared to work on a 24-hour rotating shift basis (including days, evenings, weekends and holidays).

 Additional Information:

• Work may involve encountering confrontational situations. This position requires extended periods of walking, standing, climbing stairs and regular operation of departmental vehicles over long distances for prolonged periods of time.  
• Work may involve encountering individuals who are violent, potentially violent, armed, mentally unstable, under the influence of alcohol and/or drugs and persons suffering from poor hygiene and/or disease.

Don’t Meet Every Requirement? 

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply.  You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment.   We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted. 

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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