Make the Right Call




OPS service delivery changes and new Community Police Officer

Effective April 26, 2017, the OPS introduced a single telephone number in which to contact them for all non-emergency enquiries. If you need to reach police by telephone for a non-emergency, you can call (613) 236-1222 to report any type of report from vehicle theft to harassment complaints. Also, instead of having to find the proper extension to reach a desired party, our new automated Integrated Voice Response (IVR) system will connect you to the right section or person.

As you may be aware, the Ottawa Police Service launched its new Frontline service delivery model on January 23, 2017 (please see below for a copy of the presntation give by OPS regarding this new service model). The new model includes a new section named, Community Safety Services (CSS), dedicated to working with communities.  This section is comprised of Community Police Officers (i.e. CPOs), School Resource Officers, Youth Services, Mental Health and Crime Prevention teams. The goal is to unite and leverage the work done by all of these areas and enhance information sharing, coordination and consistency across the city while working towards realizing the Community Services Safety Strategy. 

As part of this new strategy, each community has been assigned a dedicated point of contact. For Manotick the Community Police Officer is:


A/Sgt Walter Duhme

613-236-1222 VM 8756

Extracts taken from Community Information Sessions given by OPS Jan 2017

The slide show below is taken from the powerpoint presentation and the corresponding narrative for each slide is below.

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SI Community Information Sessions

January 2017


<Slide 1 >

  • An update on the changes the Ottawa Police has been making to its service delivery model

  • These changes are part of the Service Initiative Program – aimed at making our operations more effective, efficient, adaptable, and sustainable

  • Some of you may have participated in the public consultation held last May-June

  • OPS received some great feedback  during the consultation that was used to help them further refine the model

  • In October they launched a new organization structure for their investigative units, as well as OPSOC

  • On January 23 they launch the last of the major changes – the new Frontline Deployment model

  • January 23 is really the beginning

  • They will continue to work with the community throughout the year to see how the model is working and tweak as necessary

  • We know this will be an iterative process

  • It is only by working with the community that they can get the model right and make sure it is meeting the needs of the community 


<Slide 2 - Presentation Objective>

  • The OPS is implementing a number of changes to its service delivery model.

  • For these changes to be successful, they need to engage with the community.

  • Today we are going to provide you with a brief description of:

    • why OPS is changing the Service Delivery Model in terms of challenges and pressures facing policing;

    • What they learned from their internal consultation

    • What they learned from the public consultation held in May-June;

    • The Service Initiative Implementation Community Advisory Group;

    • and how the new service delivery model will enhance services in relation to

      • Community Policing

      • Community Safety Services

      • Front Desk Services

      • On-Line Services

      • And next steps.


<Slide 3 – The Need for change>
Context for change is important

  • Policing pressures being faced across North America

  • These pressures all contribute to an increased complexity and cost of policing communities

  • For example:

    • Shifts in demographics & societal trends:

      • Population is aging

      • Police interactions with individuals with mental health issues are increasing

    • We are seeing shifts in types of crimes being committed

      • High-tech crime

      • Human trafficking

      • Crimes occurring across borders

    • Legislative and legal trends

      • New reporting requirements = increased level of effort

    • Budget pressures

      • Approx. 83% of our budget goes to compensation

    • Demands for service are up

      • a move away from core policing

    • Technology evolving quickly

    • Workplaces are changing – the way we do our work is changing

  • Need to change to be sustainable, adaptable, effective and efficient


<Slide 4 – Internal Consultation>

  • In response to all of these pressures, the OPS launched the Service Initiative.

  • They held open houses and Q&A sessions with internal members and solicited their feedback.

  • They also consulted with the Ottawa Police and Senior Officer Associations.

  • They launched a number of internal working groups to help them identify how to:

    • serve the community better

    • be more efficient

    • improve how they deploy their people

      • right people, with right skill at right place at right time

    • ensure they are supporting the frontline so they can keep the community, and themselves, safer; and,

    • build partnerships so they can work collaboratively on challenges


<Slide 5 – External Community Consultation>

  • Consultation has always been a big part of the SI Program.

  • In May and June, with the projects more fully developed, they launched a community consultation that included:

    • online questionnaire,

    • Targeted outreach with stakeholders and partners

    • Focus groups

  • From the public consultations, five key themes emerged.

    • Community police officers and their role in the community;

    • Having one point of contact at OPS;

    • Examining training needs of our officers to facilitate the new service delivery model;

    • Sharing of data and knowledge between OPS and its community partners; and

    • Having an evaluation process in place once the model is rolled out.

  • Though it wasn’t a specific theme, they recognized from the consultation that they needed to continue to engage with the community and the Service Initiative Implementation Community Advisory Group (SIICAG) was created


<Slide 6 – Creation of Community Advisory Group>

  • The Community Advisory Group recognizes the need for diverse representation and views.

  • The Community Advisory Group helps us by:

    • Sharing opinions, perspectives and recommendations for consideration by the Service Initiative;

    • Ensure that the diverse needs of Ottawa’s many communities are represented; and

    • Reports back to our community members and solicits our feedback.

  • The SIICAG will ensure ongoing engagement with the community in a transparent way.


 <Slide 7 – Community Advisory Group Membership>

  • Membership of the Group was selected based on having diverse representation and perspectives, and including groups that will be most impacted by the new service delivery model

  • Groups include school boards, community organizations and groups, businesses and members of the public.

  • The SIICAG consists of approximately twenty- five members of the Ottawa Community


  • <Slide 8 – Changing to Serve you Better: What’s changing >

  • One of the key pieces of feedback from the Community Advisory Group is regarding communicating with the public = focus on the benefits

    • How will the changes the Ottawa Police are making help the community & improve safety?

  • A key attribute of the new Frontline Deployment Model is the ability to move resources more easily and quickly

    • Very flexible model

    • Allows OPS to adapt to the ever changing needs of the community

  • The new model has dedicated resources focusing exclusively on community policing

    • Community policing is critical to community safety

    • Processes will be more streamlined

    • Points of contact will be more focused, limiting confusion on who to contact

  • The new model will create more opportunities for proactive policing

    • OPS knows the value in investing time in preventative measures and having resources focus on specific community safety issues to have more of an impact

    • The new model includes alternative ways of delivering services so our officers can focus more on this work

  • They are becoming more evidence-based

    • This helps is direct resources

  • They are offering more services online

    • Online reporting can be quick, easy, and convenient for residents

    • They will still take reports over the phone as needed

    • This provides another option


<Slide 9 – Changing to Serve you Better: The Benefits >

 These are some of the key benefits of the new model


 Ultimately, they are looking at improving service to the public & community safety, as well as being more effective and efficient as a police service


<Slide 10 – Community Safety Services >

New Organization Structure

  • Centralized Chain of Command: consistent delivery of service

  • Creation of a Community Relations Inspector responsible for School Resources officers, Youth officers and Community Safety Services

  • Creation of a Community Coordinator



<Slide 11 – Service Offerings >

  • The changes that they are making in their Service Delivery model are mostly internal changes to their structure and processes and not to their service offerings.

  • The OPS offers a wide range of services that range from Community Relations, to Crisis Support, to Multi-Agency Early Risk Intervention Tables(MERIT) etc.

  • They will continue to offer the same services with a more consistent approach across the City.



<Slide 12 – What is the role of a Community Police Officer >

  • Before we get into who our Community Police Officers are, I think it’s important to discuss what their role is

    • They serve as an important and direct link between the community and the OPS, creating an opportunity for ongoing communications between community members and police

    • They increase the involvement of police officers with the communities they serve

    • They create mechanisms through which the OPS can consult with communities in an effort to create or adapt its services to meet the needs of the community

    • They provide opportunities for the public to learn about the role of the OPS in their local communities

    • They are a primary focal point for problem solving in their assigned neighbourhoods



<Slide 13 –Our Community Police Officers (CPOs)>


  • This chart lists who our Community Police Officers will be in the new model, effective January 23, a complete up to date list will be available on January 23rd for all communities to know who their Community Police - Point of Contact is

  • This information will be available on the OPS website

  • There will be the primary contact for residents in every sector of Ottawa.

  • We have a map to show you where the sectors are located (next slide)

  • It’s important to note, that every area of the City, rural, urban, or suburban will have a Community Police Officer as a point of contact


<Slide 14 –CPC Catchment Assignments>

  • This map represents the geographic sectors within Ottawa and depicts a photo of the CPO – point of contact for those areas



<Slide 15 –Other Service Improvements>

  • In addition to the improvements made within Community Safety Services, OPS have made other improvements to the Front Desk Services and Online Services that are more consistent and offer enhanced convenience



<Slide 16 –Front Desk Services>

  • OPS is adjusting the hours of operation at the Front Desks so they are consistent across the city & in line with public demand

    • We did an analysis:

      • demands from the public peak between 9:00am-5:00pm

  • As of January 23, the Elgin, Huntmar and 10th Line Front Desks will all be open 7:00am-7:30pm, 7 days a week

  • What this means:

    • On weekends, Huntmar and 10th Line will be increasing their hours by 3 hours and 30 minutes

      • Elgin will be reducing its hours by 1 hour and 30 minutes.

    • On weekdays, all Front Desks will be reducing their hours by 1 hour and 30 minutes. 

  • Front Desks will continue to operate the Collision Reporting Centres, take police reports, accept background check applications, process sign-ins, and assist with vehicle releases.


<Slide 17 –What’s changing at Front Desk Services>

  • Some services previously offered by the Front Desks will now be offered exclusively at the 2670 Queensview Dr location: getting copies of police reports, and alarm payments. Alarm payments will also continue to be taken over the phone. 

  • Background checks and collision reporting account for over 50% of the requests made by the public

    • less than 5% of requests are related to copies of police reports and alarm payments

Coming soon! The OPS will launch a new online system for background check applications. This will allow residents to apply for a background check anytime, anywhere by visiting Once launched, it’s anticipated that  the amount of “in person” requests will be greatly reduced



<Slide 18 –Online Services > 

  • Another way OPS is becoming more efficient and effective as a police service is by expanding the online services provided

  • Online services provide residents with another option for services they need such as filing a police report and soon, requesting police background checks

  • Last year they added a number of new report types to the online reporting system:

    • Theft over $5000

    • Mischief/Damage to Property  over $5000

    • Theft from Vehicle over $5000

    • Drug Complaints

    • Fraud

    • The ability for business to make reports online

    • The ability to add additional information to an existing report

  • Online services are secure, and can be fast, easy and convenient

  • OPS will continue to provide in-person services at the 2670 Queensview Dr location and over the phone services for those who cannot access online services



<Slide 19 –Next Steps >

  • OPS is moving towards the January 23 go-live date at which time they will have teams in place and working towards realizing the vision of the future state.

  • As they implement and refine the community strategy they will look towards their community partners to help build effective and efficient processes that will help realize the expected benefits.



<Slide 20 – For Inquiries about these Service Improvements >

  • For questions about this presentation or initiatives brought forward, please send them to the posted email addresses. They will ensure that your questions get answered.