Head of Resolution Centre

Job title: Head of Resolution Centre
Role code: EQ0451
Status: Police Staff

Main purpose of the role:

Working as a member of the Contact Management Command team, lead and co- ordinate the strategic and operational management of the force in respect of crime and investigation management, enabling the continuous effective management of changes associated with Home Office Counting Rules (HOCR) and National Standards Incident Recording, reviewing and identifying effective crime management practices to ensure adherence to national targets, service level agreements, legislation and Home Office policies as well as delivering performance in line with Force priorities and performance measures. Ensure that a high quality service is offered to the public in terms of crime investigation and the timely and accurate supply of information, through Resolution Centre Investigators and Case Investigators liaising with and supporting operational officers. Lead the force Front Counter Provision, ensuring that a high quality of service is provided to the public visitors to Police Stations.

Main responsibilities:

• Lead, Develop, direct, co-ordinate and monitor the performance of the Resolution Centre, maintaining and developing close working relationships with other Force leads, providing support and guidance to Chief Officers, senior officers, managers and staff, ensuring that the department contributes to the effective and efficient investigation of crime in consultation with assessing officers, in order to support Force performance objectives. This will include attending corporate performance meetings as required to ensure business continuity with the rest of the force.
• Ensure that all calls to Resolution Centre are answered in a timely and professional manner, monitoring the service provided through analysis of a range of performance and other management information, in order to meet corporate objectives and priorities and deliver an effective and accurate crime recording service to the Force.
• Provide support, advice and guidance to Divisional Senior Management Teams, assisting with the development of skills / knowledge, in order to ensure compliance with best practice and adherence to national reporting guidelines, force policy and government initiatives.
• Devise, develop and advise on policy and standard operating procedures for the management of crime recording, crime assessment, centralised quality investigations and non-crime incidents and the timely allocation of crimes for officer investigation, producing best practice guides for the Force and keeping Resolution Centre staff informed of all such changes, to ensure improved efficiency and the achievement of local and national targets and goals.
• Deliver an effective, and ethical investigation system for less-complex volume crime in line with Force arrangements which places the victims needs front and centre and ensures that the quality of investigation is of a high quality.
• Monitor and implement changes in relevant law and Home Office guidelines, reviewing and developing Force policy, working practices and procedures as required, keeping Divisional staff and other agencies informed of all such changes, to ensure improved efficiency and the achievement of local and national targets and goals.
• Develop the skills and experience of officers and staff within the Resolution Centre and Front Counters, identifying development needs, providing opportunities for continual professional development, learning and addressing capability issues, in order to improve individual and team performance.
• Lead the management of the Resolution Centre, including, if required, managing and motivating any designated officers and staff, providing direction and leadership, participating in recruitment and selection, undertaking staff appraisals, addressing welfare issues, advising on personal development, training and coaching, maximising performance from individuals, in order to ensure that staff fulfil their potential and contribute effectively to Force business.
• Lead and maintain service delivery for the force at police station Front Counters to ensure that the quality of service delivered is in accordance with the Customer Contact Terms of Reference and national policy. This will include monitoring front office opening across the organisation and ensuring that staffing levels are adequately maintained, recruiting all vacant posts within the front counter business area as necessary.
• Lead changes to force processes, protocols and policies impacting customer service and ensure relevant training is delivered to Customer Contact Administrators based in Police Station front offices, to ensure the force is meeting required standards of service expected by the general public.
• Represent the command on daily calls and lead the daily performance across the whole business area as duty command team lead on a rota basis.
• Support as Duty Officer between 0600-1800 hours when required including at weekends. When performing Duty Officer role, postholder will be the single point of contact for all operational issues associated with the Command for their entire duty including the stand-by period

Dec 2019, amended February 2021.

Vetting level:

Management Vetting. (MV)

Necessary experience:

Special Requirements:

Previous experience a senior leader preferably from within a crime or investigation field within a police environment.

Strong proven leadership of a demand management area.

High level of communications skills at all levels is essential.

Good knowledge of the National Crime Recording Standards, Crime Data Accuracy and the Home Office Counting Rules.

The ability to lead and influence to shape and steer departments and teams to deliver good performance, action plans and change management.

Behaviours:

Analyse critically (level 2)

I ensure that the best available evidence from a wide range of sources is taken into account when making decisions. I think about different perspectives and motivations when reviewing information and how this may influence key points. I ask incisive questions to test out facts and assumptions, questioning and challenging the information provided when necessary. I understand when to balance decisive action with due consideration. I recognise patterns, themes and connections between several and diverse sources of information and the best available evidence. I identify when I need to take action on the basis of limited information and think about how to mitigate the risks in doing so. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics.

Collaborative (level 2)

I manage relationships and partnerships for the long term, sharing information and building trust to find the best solutions. I help create joined-up solutions across organisational and geographical boundaries, partner organisations and those the police serve. I understand the local partnership context, helping me to use a range of tailored steps to build support. I work with our partners to decide who is best placed to take the lead on initiatives. I try to anticipate our partners' needs and take action to address these. I do not make assumptions. I check that our partners are getting what they need from the police service. I build commitment from others (including the public) to work together to deliver agreed outcomes.

Deliver, support and inspire (level 2)

I give clear direction and expectations, helping others to understand how their work operates in the wider context. I identify barriers that inhibit performance in my teams and take steps to resolve these, enabling others to perform. I lead the public and / or colleagues, where appropriate, during incidents or through the provision of advice and support. I ensure the efficient use of resources to create the most value and the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long term potential implications for the Police Service. I motivate and inspire others to achieve their best.

Emotionally aware (level 2)

I consider the perspectives of people from a wide range of backgrounds before taking action. I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome. I promote a culture that values diversity and encourages challenge. I encourage reflective practice among others and take the time to support others to understand reactions and behaviours. I take responsibility for helping to ensuring the emotional well being of those in my teams. I take the responsibility to deal with any inappropriate behaviours.

Innovative and open-minded (level 2)

I explore a number of different sources of information and use a variety of tools when faced with a problem and look for good practice that is not always from policing. I am able to spot opportunities or threats which may influence how I go about my job in the future by using knowledge of trends, new thinking about policing and changing demographics in the population. I am flexible in my approach, changing my plans to make sure that I have the best impact. I encourage others to be creative and take appropriate risks. I share my explorations and understanding of the wider internal and external environment.

Take ownership (level 2)

I proactively create a culture of ownership within my areas of work and support others to display personal responsibility. I take responsibility for making improvements to policies, processes and procedures, actively encouraging others to contribute their ideas. I am accountable for the decisions my team make and the activities within our teams. I take personal responsibility for seeing events through to a satisfactory conclusion and for correcting any problems both promptly and openly. I actively encourage and support learning within my teams and colleagues.

Values:

Impartiality (accredited)

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.

Integrity (accredited)

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.

Transparency (accredited)

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.

Technical skills:

Budget Management (Level 6)

Understands the principles of devolved financial management and demonstrates the ability to correctly interpret associated reports and information. Is able to accurately forecast budget outturns. Demonstrates knowledge of costing techniques that allow best value comparisons to be made when evaluating proposals, projects, operations and business plans.

Crime Investigation (Level 6)

Supervises and/or co-ordinates the activities of a team of investigators involved in serious incidents such as armed robbery and murders. Gives accurate and clear statements to the media. Acts in a consultative role for all areas of investigation providing expert advice to authorised enquirers.

ECYPM (Level 6)

Maintains and monitors the local application of Force policing strategy for Promoting and Safeguarding the Welfare of Children and Young People. Maintains and monitors local partnership working practices and procedures that complement the local policing working practices and procedures. Ensures systems are in place to actively maintain and develop existing relationships, ensuring that all partnership activity is undertaken in a corporate manner. Works with partners to achieve common objectives. Works with partners to promote initiatives that are consistent with the achievement of both police and partners objectives. Reviews and monitors progress against aims and objectives and working with partners to identify areas for improvement and take appropriate remedial action as necessary.

Forensic - Crime Scene Management (Level 5)

Has a thorough understanding and extensive practical experience in scene management, including the identification, marking and control of scenes in relation to single incidents. Effectively recovers, discovers, preserves and records forensic evidence. Demonstrates detailed knowledge of legislation, policy and procedures, and scientific technical aids available within Force. Able to direct others in their responsibilities at a scene and knows when to seek expert advice at the scene. And /or able to manage and co-ordinate the work at crime scenes within an Area, ensuring the attendance of specialist scientific support staff. Able to apply and offer advice and develop colleagues. Likely to possess a Diploma in Scene Management.

Health and Safety (Level 5)

Has received training which enables the effective completion of risk assessments and Health and Safety inspections of premises. Identifies defects or hazards and takes action to resolve any apparent health and safety issues within an area or department. Fully accepts responsibility for the safety of members of staff, as well as visitors and contractors. Monitors the application of health and safety related procedures for the area or department. Possession of a certificate level qualification in Health and Safety is desirable.

Incident / Scene Management and Control (Level 6)

Takes effective command and control of an incident. Calls in specialist teams / advisers as appropriate. Possesses extensive knowledge of the capabilities and contribution to be made by other services and agencies. Effectively consults these agencies and utilises the information provided to make informed decisions. Alternatively as a specialist adviser, advises and directs the incident in conjunction with the incident commander.

Information Management and Technology (Level 5)

Can retrieve information from computer searches across data source boundaries e.g. across a number of data sources, across county. Can analyse and compare data from such searches. Understands significance of findings and can provide guidance on the reliability of forecasts resulting from data analysis. Can monitor data quality in the work of others, and may manage the impact of data quality issues.

Inspection (Level 5)

Provides quality assurance for inspection process and reports produced. Is able to win commitment from managers to accept the findings and recommendations made within the reports and advise on the formulation and revision of policy. Maintains links with HMIC, the Audit Commission and KCC auditors to ensure a holistic inspection of the Force is conducted. Plans inspection cycle taking consideration of other reviews, demands and resources. Matches skills of inspection team to work being undertaken so as to obtain the best result possible. IIA qualification desirable.

Intelligence Gathering snd Analysis (Level 5)

Has a good working knowledge of the intelligence function as a whole. Able to undertake intelligence gathering and analysis in conjuction with other organisations, generally involving more complex situations and/or level 2 targets.And/or supervises others who are analysing and gathering intelligence. Able to make decisions regarding the allocation of information received and when packages are put together, to make decisions as to their level of priority.

Interviewing - General (Level 5)

Is a highly experienced interviewer (having accredited skills in recruitment, selection, appraisal, return to work, exit, and / or other managerial type interviews). Has an awareness of non-verbal communication. Provides feedback to colleagues to assist them with the development of their interview techniques. Identifies key issues for examination and maintains effective interview skills even in difficult circumstances and / or complex cases. Has a thorough knowledge of available interview techniques and their applications. Trains and develops others in these techniques.

Interviewing - Suspects (Level 6)

Experienced in the use of the Investigative Interviewing principles of the Advanced Course. Able to constructively assess the interviews of self and others in order to maintain/continue development.

Interviewing - Witnesses (Level 6)

Demonstrates the ability to use the Cognitive interviewing techniques within a major crime investigation assisting SIO's, giving advice and guidance in relation to traumatised victims and strategic approach.

Knowledge of Police Environment and Policy (Level 5)

Has a thorough understanding of the police service, nationally and locally, and is proactive in developing proposals which affect the way Kent Police and/or Essex Police operates. Possesses a detailed understanding of the inter-relationships between activities, roles, functions, and how organisation structures and police systems work. Understands and impacts on working procedures, practices and policies within areas of responsibility and ensures that these are followed at all times. Contributes to Force goals and is laccountable for delivering local business plan objectives.

Management of Police Information (MOPI) (Level 6)

Review, monitors and produces recommendations for revisions to policies and operating procedures for specialist area/ systems. Following agreement implements changes and disseminates changes to all relevant personnel, updating all associated processes and procedures whilst ensuring compliance with force policies, procedures and any relevant legislation. Provides advice and guidance to system users from outside of own section or directorate. Directs quality assurance processes in respect of prioritisation, sanitisation, dissemination, sharing, relevancy, accuracy, adequacy and timeliness.

Project Management (Level 4)

Capable of demonstrating a practical knowledge of project management principles and techniques. Able to define, plan and manage projects within a Department or Division. Recommends and agrees project objectives, timescales and budget with the appropriate senior officer. Leads a small team from within the Department or Division. Able to identify resources required and their appropriate role and skills. Monitors costs and milestones and proactively reports exceptions to next tier management. Has some knowledge of risk management Able to deliver small projects on time and within budget. Understands the principles of benefits management.

Risk Management (Level 6)

Able to anticipate, accurately define and establish the relative level of risk arising from events likely to affect the Force and its relationship with local communities. Responsible for addressing or accepting tactical vulnerabilities in the context of achieving local Force objectives; balancing multiple, potentially competing risks; and implement changes to policies, working practices and standard operating procedures as required. Identifies and challenges risks arising from collaborative and partnership arrangements. Has an appreciation that seizing opportunities also generates risks.

Search (Level 4)

Has a high level of search awareness and handling of exhibits seized. Is able to co-ordinate searches and collate associated items seized and ensure their integrity, security and continuity for any future court case.

Vulnerable Victims (Level 5)

Familiar with the requirement to maintain police records and/or produce statistical returns regarding all forms of vulnerable victims. Maintains an overview of such matters with social services and any other interested parties in order to assist the CPS at Court when a prosecution or care proceedings are initiated.

National Occupational Standards:

AA1

Promote equality and value diversity.

AA2

Develop a culture and systems that promote equality and value diversity.