Job title: Estates Programme Delivery Officer Grade: SCALE 4 Role code: E40833 Status: Police Staff Home Office code: Organisational Support
Main purpose of the role:
Act as main point of contact for customer contact, co-ordinating and dealing with enquiries, escalating as necessary to Estate Practitioners and providing feedback to customers. Assist the Estates Programme Delivery & Information Manager with customer and stakeholder communication, facilitating enquiries to the Estate Services Department, providing information related to programmes and projects and for communications via the Estate Services Webpage.
Act as main point of contact for customers and stakeholders in relation to forthcoming programmes and works carried out by the Estates Services Department, for any enquiries seeking advice from Estate Practitioners and liaising with contractors and consultants as necessary, pro-actively monitoring works and ensuring that information provided is accurate, timely and informative to enable the progress of works with minimal impact to the business.
Assist the Estates Programme Delivery & Information Manager with the development of processes for the sharing of information about Estate Services functions and activities in consultation with Estate Practitioners, in order to provide expert advice and guidance to customers and stakeholders.
Assist the Estates Programme Delivery and Information Manager in liaising with customers and stakeholders to obtain feedback on Estate Services performance and lessons learnt on projects and works to enable process improvements and the review of service standards.
Assist the Estates Programme Delivery and Information Manager with the provision of effective information management structures, reporting mechanisms and change control procedures across the Estate Service to ensure that quality systems and processes are developed and converged.
Assist the Estates Programme Delivery and Information Manager in the development of the Estate Management Database, updating and maintaining property portfolio information to ensure that strategy, policy and objectives of the Department are delivered efficiently and facilitating activities to maintain portfolio data and information portals.
Manage and maintain the Estates Services Webpage and co-ordinate key messages and information bulletins for the Department to ensure information about Estates Services, Policy and Procedures are clearly accessible to customers and stakeholders.
Assist with Programme and Project Management Trackers, updating information and liaising with Estates Practitioners and ensuring data is maintained to provide reports for management on delivery of programmes of works and projects across the department.
Assist with the production of reports and meeting notes providing technical support to the Senior Management Team contributing to project planning and programme development.
November 2016 Vetting level: Recruitment Vetting (RV)
The Estates Programme Delivery Officer will ideally have a good standard of education to GCSE A-C level (or equivalent) including English and Mathematics or demonstration of maturity and experience to this standard.
The Estates Programme Delivery Officer will have a proven track record of successful customer liaison experience and a good knowledge of the work activities involved in Estates Services with some experience in the updating and operation of an Estate Management System (Database).
The Estates Programme Delivery Officer must possess good communication and organisational skills and be able to take control of a wide variety of enquiries and dealing with customers and stakeholder in a sensitive and supportive manner. They must be able to appraise situations quickly, make decisions accordingly and use their initiative to help resolve problems and respond to queries. They must be able to collect and disseminate information accurately and be able to assess priorities to ensure best use of resources.
The Estates Programme Delivery Officer should have good keyboard skills, be familiar with using a computer and have experience of using Word, Excel and E-Mail. Ideally they will have experience of using and updating an Estate Management System (Database).
The Estates Programme Delivery Officer will have a methodical approach to their work combined with a high degree of accuracy. Strong organisational skills are necessary together with an ability to provide co-ordination to various activities. Excellent communication and interpersonal skills are essential.
Personal attributes for the Estates Programme Delivery Officer include enthusiasm, self-motivation, pro-activity, flexibility and being skilled in the co-ordination of information to provide excellent and proactive customer experience.
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.
Customer Services (Level 3)
Responds promptly and effectively to requests for assistance from customers, establishing and checking their service requirements.Understands the importance of completing accurate customer records and provides them with accurate and up to date information. Works well with others to improve standards of service and gathers information on customer feedback both positive and negative. Confident in face to face and telephone encounters with customers, accurately gauging needs and feelings through observation of behaviour and sensitive questioning. Is helpful and courteous at all times and remains calm, minimising potential conflict situations.
Health & Safety (Level 3)
Has a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures.
Information Gathering & Analysis (Level 4)
Is able to identify reliable and appropriate sources of information and select methods of gathering information which are efficient and effective. Has a working knowledge of legislation and policy relevant to the collection, recording, storage and distribution of information.
Know. of Police Environment & Policy (Level 4)
Displays a general appreciation of changes affecting the police service. Understands the inter-relationships between the roles of the various Operational and Support activities, and how organisation structures and police systems work. Possesses a detailed understanding of working procedures, practices and policies relevant to the current role and the roles of subordinates and ensures that these are followed at all times. Is clear about Force goals and effectively contributes to local business plan objectives.
Mgmt of Police Information (MOPI) (Level 4)
Full compliance with Level 3. Has successfully completed all standard relevant Information Management and Security training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.
Office Technology (Level 4)
Demonstrates advanced skills in the use of one or more office software products Able to use these packages to enhance the quality or presentation of work required within the role. Manages data files and file structures. Provides on the job training and guidance to other staff in the use of specific or specialist software, if required. Familiar with established IT rules and protocols and shows a good understanding of data protection requirements.
Research Techniques (Level 3)
Conducts basic research work, usually with a relatively narrow focus and is able to find out all the required relevant information or data for the task set. Can present findings in a logical and easily understood manner.
Risk Management (Level 3)
Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors.