Job title: Business Support Officer Grade: SCALE 6 Role code: EU70101 Status: Police Staff Home Office code: Organisational Support
Main purpose of the role:
Maintain contact between Essex Police force and the IOPC to effectively support the resolution of queries, appeals, disapplication process and the provision of statistics, support the Force Appeals Officer, provide guidance and advice to the PSD department and the service users, ensures the force remains compliant with statutory legislation and the IOPC process and procedures for handling of complaints in order to maintain the integrity and reputation of Essex Police.
Maintain the contact between Essex Police force and the IOPC to effectively support the resolution of queries and the provision of complaint statistics, support the Force Appeals Officer with appeals and co-ordinate the disapplication process and support the referrals process for cases to the IOPC for Police Officers and Police Staff whilst observing force policy and procedure in order to ensure that the force remains compliant with statutory legislation and follows the IOPC standards for handling complaints.
Provide guidance and advice to the PSD senior management team, internal staff and the force assessor;where appropriate provide IO reports in support of the Service Delivery Unit and quality assure accuracy of reports received into PSD, prepare letters and documentation for the DCC and Head of PSD in order to provide a consistent level of customer service.
Liaise with the IOPC and other interested parties to facilitate the appeal process and support the referrals process for cases to the IOPC for Police Officers and Police Staff. Complete applications for dispensation or discontinuance, collate the lessons learned function and where appropriate forward relevant updates to the IOPC for inclusion on the IOPC Learning Lessons bulletin, in order to maintain a high quality working relationship between the force and IOPC.
Co-ordinate and process the staff/Officer commendation nominations, collate applications and identify Officers and Staff subject to a complaint or misconduct allegation refer where appropriate following Force processes and procedures.
Quality assure outbound reports, drafting case specific correspondence when necessary, prepare case reports in support of the operational function of the department where appropriate represent the department in relation to Quality of Service issues, respond to correspondence from complainants appropriately managing individual/s expectations in order to provide timely and effective service delivery.
Process and progress FOI requests received in PSD in a timely manner; prepare monthly complaint statistics for the Head of Department and the Chief Constable and assist with the preparation of the quarterly report for the PCCs office, in order to provide effective and proficient service delivery.
Conduct project work and tasks as directed by senior management in support of on-going development of the departments operation and service provision, including informal training and advice for the department, manage other reasonable administrative functions in order to support the continuity of service delivery.
The post holder must have proficient verbal and written communication skills and possess the ability to develop, build and maintain effective working relationships with services users and key stakeholders, members of partnership agencies. Tact and Diplomacy together with resilience are important skills for this post.
They must be able to demonstrate IT literacy and be fully conversant with a range of Microsoft products such as Word, Excel and possess the ability to become rapidly familiar with Force specific computer databases system/s which is essential.
The post holder requires a detailed knowledge of the IOPCs process and procedures for handling of complaints, appeals and queries relating to the disapplication process. Ideally the successful candidate will have a good understanding of the Police Reform & Social Responsibility Act 2012 and the Police Reform Act 2002.
They will be pro-active, self-motivated, highly organised and able to use initiative and have the ability to re-prioritise work at short notice and possess the capacity to be a team player but also possess the ability to work alone under minimal guidance or supervision. The post holder must be able to deal with large volumes of information acting decisively and be able to make rational and accurate decisions.
The post holder will have previous experience specifically related to managing individuals expectations and have the ability to provide updates and progress of issues and/or concerns.
Analyse critically (level 1)
I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.
Collaborative (level 1)
I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.
Deliver, support and inspire (level 1)
I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service.
Emotionally aware (level 1)
I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly.
Innovative and open-minded (level 1)
I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.
Take ownership (level 1)
I actively identify and respond to problems. I approach tasks with enthusiasm, focusing on public service excellence. I regularly seek feedback to understand the quality of my work and the impact of my behaviour. I recognise where I can help others and willingly take on additional tasks to support them, where appropriate. I give feedback to others that I make sure is understandable and constructive. I take responsibility for my own actions, I fulfil my promises and do what I say I will. I will admit if I have made a mistake and take action to rectify this. I demonstrate pride in representing the police service. I understand my own strengths and areas for development and take responsibility for my own learning to address gaps.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public service (accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.