Job title: Force Control Room - Contact Handler Grade: SCALE 3 Role code: EQ0446 Status: Police Staff
Main purpose of the role:
Receive and record all emergency and non-emergency communications to Essex Police (including telephone and digital). Assess all contact, grading incidents in accordance with Force policy; assessing the need to police attendance or referring to other departments and agencies as required. Accurately record all details on the Command and Control system and support Essex Police identifying threat, harm and risk in order to protect the public and detect and deter crime
Receive communications from members of the public in both emergency and non-emergency situations, identifying threat, harm and risks through effective questioning, assessing available options an deciding on the most appropriate action to be taken.
Evaluate the nature of the contact, eliciting sufficient information from the caller in respect of the
circumstances in order to grade the call and fully inform the police response to effectively deal with the problem/issue in accordance with Force Policy and Home Office Guidelines.
Identify and accurately record essential information on the Command and Control System, using the training that will be provided to evaluate the urgency of the incident based on the details reported.
Ensure that callers / persons contacting Essex Police are offered advice and support and are aware of how their call for service will be handled and what action will be taken in line with Essex Police policies and procedures.
If the matter being reported is not a Police matter, and if appropriate to do so, direct the caller to the most relevant partner agency or organisation.
Undertake background research/further enquiries for additional information and complete relevant checks using the Police National Computer (PNC), ATHENA (intel) and other Police systems to support the deployment of Police resources.
Develop and maintain a good awareness, understanding and knowledge of the work, structure and policies of Essex Police and the roles of other agencies, including contingency plans, participating in training, in order to uphold an effective level of on-going continuing professional development.
GCSE in English at grade C or above, or equivalent qualification. Previous experience of working within a call centre or customer service environment would be beneficial. Excellent verbal and written communications skills are essential in order to communicate with callers, deal assertively and courteously with all enquires whilst managing callers expectations. The ability to assess and analyse information, identify risk and vulnerability and consider options for actions using own initiative and professional judgement. The ability to problem solve, think logically and make sound decisions applying agreed policies, parameters and procedures. A working knowledge of Microsoft or Windows based computer packages with the ability to type at 30 words per minute. The ability to learn and use a variety of computer based systems as the post holder will be required to become proficient in the use of Essex Police systems including Command and Control (STORM), crime recording & Intel (ATHENA), and Police National Computer (PNC). Ability to work flexibly on a shift pattern that covers working 24 hours a day, all year round. To be able to work effectively as part of a team without supervision.
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.
Advanced Information Searching (Level 3)
Accredited to use an operational police information system (e.g. Genesis, PNC, HOLMES) to an advanced level. Possesses a detailed understanding of system operating rules and protocols. Uses the system to its' full potential, to create and amend records, as necessary, and to retrieve information from complex data searches. Understands the significance of the search results and can provide guidance on the reliability of any further data analysis. Effectively monitors the quality of data in the work of others using the system and takes appropriate corrective action.
Control Room (Level 3)
Receives and processes requests for police and other agency services providing a professional response in line with Charter Standards and Force policy. Example: Operate control room equipment and systems, ensuring efficiency in communications. Act in accordance with the Data Protection and Computer Misuse Act and Police National Computer requirements. Ensure that you receive a full briefing regarding the previous shift's incidents. Provide an initial response to incoming information and enquiries. Grade incoming enquiries correctly and deal with these promptly within resource constraints. Provide appropriate support, advice and/or guidance to victims and witnesses. Monitor open incidents and liaise with operational supervisors. Monitor the availability of operational personnel and equipment. Deploy resources to incidents in accordance with Force policy and officer safety guidelines. Ensure that sufficient personnel are operationally deployed. Secure external support when this is required. Provide support to staff as appropriate and bring matters to the attention of the controller as required. Maintain accurate records and complete relevant documentation.
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.
ECYPM (Level 3)
Understands what is meant by safeguarding and the different ways in which children and young people can be harmed. Recognises when a child or young person may not be achieving their developmental potential and may require a service intervention. Identify appropriate sources of help. Aware of national guidance and local procedures, and own role and responsibilities within these for safeguarding and promoting children and young people's welfare.
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 3)
Able to collect and store information relevant to own work and make sure that it is accurate, up-to-date and in line with the organisation's policies and procedures. Information gathered is sufficient for the purpose.
Information Management & Technology (Level 3)
Knows the range of police information systems available locally to support daily activities, and understands their uses. Can use police information systems to perform routine tasks. May be able to create simple records, and amends data to add information, within requirements of role. Understands data quality issues.
Know. of Police Environment & Policy (Level 3)
Has a basic awareness of current policing issues, the environment in which Kent Police and / or Essex Police operate and developments in the way the County is policed. Possesses sufficient knowledge of the roles of the various Areas / departments, organisation structures and police systems to operate effectively. Understands appreciates and adheres to working procedures, practices and policies relevant to the current role. Familiar with Force goals and local business plan objectives.
Knowledge of Legislation and Policy (Level 3)
Demonstrates a sound working knowledge of all legislation, policies and procedures relevant to the current role. Familiar with all five codes of practice but particularly well versed in the practical application of codes A, B and E. Able to apply this knowledge to suit the needs of the current role.
Office Technology (Level 3)
Able to utilise relevant Force standard office software products such as word- processing, spreadsheet, database, presentation and desktop publishing packages to a standard that matches the requirements of the current role in terms of quality and speed. Can operate other items of essential office technology such as photocopiers, facsimile machines, answerphones, shredders, in order to effectively undertake the requirements of the current role. Aware of the implications of Data Protection and acts appropriately in this respect.
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.