ALERTS MANAGEMENT AGENT
ABOUT THE ROLE
As an Alerts Management Agent, you’ll play a key role in responding to alerts and situations in real time. You’ll assess each alert, determine the appropriate response, and communicate clearly with individuals and relevant authorities. This is a shift-based role within a 24/7 operation, with hours that include nights, mornings, weekends, and holidays, with shift premiums offered for weekend and overnight work. Flexibility to work rotations would be considered an asset.
The role requires critical thinking and sound judgment to make informed decisions under pressure, attention to detail to ensure accuracy in all communications, and an investigative mindset to fully understand situations. Effective prioritization is essential as you manage multiple tasks and respond to urgent alerts in a fast-paced environment.
We offer comprehensive training and the flexibility to work from home, along with regular in-person team-building events.
COMPANY OVERVIEW
Recovery Science Corporation (RSC) operates the GPS electronic monitoring program for Ontario’s Ministry of the Solicitor General. Our GPS program supports the monitoring of individuals who are under various forms of supervision in the community, such as bail, probation, and parole.
ROLE OVERVIEW AND RESPONSIBILITIES
We are currently recruiting part-time and full-time Agent Trainees, who will undergo a 3-month training program, leading into the Alert Management Agent role.
Key responsibilities include:
- Monitor the GPS alert management platform and respond to alerts in a timely manner.
- Review participant profiles, case notes, and other available information to determine the appropriate response.
- Apply established policies and procedures when assessing and processing alerts.
- Escalate incidents when required following Recovery Science Corporation procedures.
- Communicate professionally with monitored individuals, police, probation and parole officers, correctional institution staff, and other stakeholders by phone and email.
- Create clear, concise, and accurate notes for every event processed.
- Maintain confidentiality while handling sensitive information.
- Work collaboratively with team members in a fast-paced, 24/7 operations environment.
QUALIFICATIONS & EXPERIENCE
- Excellent verbal and written communication skills.
- Strong attention to detail and commitment to accuracy.
- Ability to interpret information and apply policies and procedures.
- Proven ability to multitask and manage competing priorities.
- Knowledge of the Criminal Justice System and related terminology is considered an asset.
- Experience interpreting maps, spatial concepts, or calculating time, distance, and movement is considered an asset.
- Working knowledge of Microsoft Teams or similar platforms is considered an asset.
WHAT WE ARE LOOKING FOR:
- Commitment to accuracy and professionalism, ensuring work is completed clearly and on time.
- Ability to interpret data and apply policies and procedures effectively.
- Strong verbal and written communication skills, with the ability to process information and document clear, concise notes.
- Proven ability to multitask and manage competing priorities in a fast-paced environment.
- Experience with maps, spatial concepts, or calculating time, distance, and movement is an asset.
- Working in overnights (shift-based work), call centres, etc an asset.
- Familiarity with Microsoft environment is an asset.
- Interest in knowing more about the Criminal Justice System and related terminology is an asset.
MENTAL AND PHYSICAL REQUIREMENTS
This role involves prolonged periods of screen time and regular interaction with individuals in emotionally charged or high-stress situations. Candidates should be prepared for the following:
- Mental and Emotional Resilience: Ability to remain calm in sensitive or high-stress situations.
- Sustained Concentration: Extended focus and attention to detail required.
- Screen-Based Work: Continuous computer and communication system use.
- Shift Work: Irregular hours, including nights, weekends, or holidays, may impact stamina.
SCHEDULE REQUIREMENTS
The Alerts Management Centre operates 24 hours a day, 7 days a week.
Available schedules include:
- Wednesday to Saturday | 12:00 pm – 10:00 pm
- Tuesday to Saturday | 4:00 pm – 12:00 am
- Saturday to Thursday | 8:00 pm – 4:00 am
Participation in an on-call rotation may be required. Candidates must be able to report to the Etobicoke office, and shift schedules may be adjusted based on operational requirements.
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).
ADDITIONAL INFORMATION
- Shift flexibility may be required based on business needs.
- This role requires in-office attendance at our Etobicoke location for training and collaborative team-based activities.
- Successful candidates are required to maintain a compliant home-based office environment that meets company standards, including:
- Reliable, secure, and uninterrupted internet connectivity.
- A secure, dedicated workspace that supports confidentiality and productivity.
- Appropriate childcare or caregiving arrangements during scheduled work hours.
- To avoid potential conflicts of interest, applicants must disclose any current employment at the time of application. Any future outside employment must be disclosed to and approved by Recovery Science Corporation to ensure it does not conflict with job responsibilities or company interests.
- Successful applicants will be required to complete background checks following a conditional offer of employment. These checks require a minimum of five (5) years of credit history and the use of a personal credit card for identity verification.
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 accommodation, and every effort will be made to meet your needs.
Pay: $20.00-$22.00 per hour
Benefits:
- Employee assistance program
- Extended health care
- Paid time off
Application question(s):
- Do you have reliable and secured internet suitable for remote work?
- Do you have access to a private, closed-door workplace suitable for handling confidential information?
- Do you have prior experience working in shift-based environments?
- Do you have a required minimum of five (5) years of credit history and the use of a personal credit card for identity verification?
Work Location: In person
