Job title: Insurance Technician Grade: SCALE 6 Role code: EBC0311 Status: Police Staff Home Office code: Organisational Support
Main purpose of the role:
Manage the handling of motor and civil claims made against Essex Police, provide advice and guidance to senior officers, officers, staff, insurers, solicitors and members of the public regarding the progress of insurance claims and potential claims in order to ensure that the Force has the appropriate insurance cover in place at all times, reduce costs and recover monies for the Force, support the Senior Insurance Technician at various insurance forums and deputise for the Senior Insurance Technician as required, follow force policy and process in order to ensure that these services support delivery of the Forces aims and objectives.
The post holder will receive and process all matters relating to motor claims involving the forces main fleet, hired, sponsored and leased vehicles. Provide support where appropriate; ensure updates to fleet vehicles are monitored in order to provide accurate information and best practice to maintain an effective service. Investigate and prepare claims and reports for the Motor Insurers Bureau and external recovery assessors. Deputise for the Senior Insurance Technician when directed and undertake other reasonable duties as required.
Liaise directly with senior police staff, police supervising officers and if necessary heads of departments to obtain police reports, property information, custody records, copies of warrants, and documents needed to investigate complex claims. Communicate with solicitors, agree settlements, manage injury claims and recoveries from third parties, where appropriate. Provide and co-ordinate information for solicitors, insurers, and the Insurance Officer, in order to protect and maintain the Forces liability. Assist the legal department by the preparation of individual payment requests for third parties.
Support the Senior Insurance Technician at various insurance forums, by active participation and use of knowledge in relation to risks and cover, to influence working parties within that group. Liaise with other Forces in order to identify common trends, practices and information and share knowledge in respect of current best practice. Attend South East and Eastern Region Insurance Consortium (SEERPIC) claims handlers meetings, provide recommendations and policy changes for the best practice of claim handlers, and assist in all benchmarking reports as required.
Manage and handle complex claims involving multiple stakeholders. Investigate and progress Public Liability claims (under 1500 pounds) and employee personal damages claims against the Force and where appropriate referring issues to the Insurance Officer, in order to protect and maintain the professional image and reputation of the Force. Develop a working knowledge of the Police and Criminal Evidence Act and Road Traffic Act in order to support complex civil and motor claims and to keep updated on relevant case law.
Act as single point of contact (SPOC), where appropriate, for the force, provide a comprehensive efficient administration service relating to motor and civil claims in accordance with force policy and procedure; ensure force policy is observed in the disclosure of information relating to civil litigation, redirect as appropriate. Ensure professional etiquette is maintained when discussing sensitive matters with members of the public and police staff. Contribute, present and discuss current motor claims to the PVI Working Group.
Organise and maintain manual and computerised records relating to insurance matters with prime responsibility for motor records, archive and destroy manual and electronic claim records, to provide an accurate and efficient customer service. Develop proficiency in specialist insurance and force computer applications including LACHS, Tranman, SAP, CRASH (national accident reporting), Athena (crime reportingsystem) and the Motor Insurers Database. Administer the Corporate Accounting and Insurance Team page on the force intranet site, ensure information is accurate, timely and sufficient for external stakeholders.
Develop and produce accurate management information reports from the claims handling system, present in an acceptable format to meet the needs of the users and promote the risk management culture within Essex Police in relation to reduction/avoidance/transfer measures. Assist with any joint projects of data software programme mapping and implementation relating to the Kent insurance team.
Manage work within tight deadlines, plan and organise own work, pay attention to detail and accuracy to ensure a full and effective service. Prepare and read multifaceted reports with a good practical knowledge of Insurance procedures and policies. Develop approved independent plans and solutions to assist in issues that require discretion and flexibility outside of policy guidelines
August 2018, amended May 2020.
Management Vetting required.
The post holder will have at least 2-3 years experience in insurance related industry and be educated to a good general O Level standard; he or she will ideally hold an Chartered Insurance Institute Diploma in Insurance or equivalent qualification. He/ she 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 internal computer databases system/s which are essential.
Strong and effective communication skills are essential in order to build strong, productive, working relationships within the Force and with representatives from other Forces, external stakeholder and services users. Attention to detail and accuracy and the ability to work to deadlines are essential. This post also requires the ability to work independently and to form part of an effective team. The post holder should have a good working knowledge of working practices, procedures and insurance regulations and the ability to main ain an awareness of changes and developments in this area.
This post is deemed to be a designated post.
Vetting clearance is a pre-requisite of employment in designated posts and the post holder will be subject to management vetting assessment every 7 years. National security vetting clearances are reviewed every 10 years.
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 4)
Able to identify and interpret more complex problems affecting customers. Suggests improvements in customer services and generates solutions on behalf of customers, taking the necessary action to deliver these solutions. Regularly provides enhanced and high level customer service. Demonstrates the ability to select information for communication to customers and improve the flow of information between the organisation and customers. Actively seeks opportunities for improving working relationships.
Finance - Budget Preparation (Level 5)
Can undertake detailed checking of budget proposals ensuring that all aspects of expenditure have been considered and accounted for. Plans and assists with the implementation of remedial action based on out-turns to avoid over/under spends. Able to quality assure final Division / Departmental budget proposals, in accordance with Force financial procedures. Able to revise and amend Division / Departmental budgets which are affected by centrally driven Force initiatives and projects. Likely to possess a Professional Accountancy qualification.
Finance - Final Account Production (Level 5)
Able to produce and enforce the close down timetable for the Force. Produces high quality, well presented and properly balanced set of books for the Force. Undertakes a quality assurance role to gain external auditor and Office of the Police & Crime Commissioner, including the presentation of agreed final accounts to Police & Crime Commissioner by 30 September each year.
Finance - Management Costing (Level 5)
Able to quality assure costing projects and services, ensuring that they accurately reflect and fit the financial context of the Force. Able to produce high quality well presented summaries of findings. Demonstrates an eye for accuracy and detail and possesses a comprehensive knowledge of Force financial regulations and procedures. Undertakes a quality assurance role, in respect of finance, for projects, proposals and initiatives produced by other departments for presentation to the planning committee. A Professional Accountancy qualification such as CIMA is desirable.
Health and Safety (Level 4)
Has received Supervisor training and takes responsibility for the safety of directly subordinate staff and visitors. Understands the procedures in place for the safe storage of hazardous substances, fire precautions and evacuation. Resolves hazards or problems identified within roles or work environments. Undertakes skills passport assessments for new and existing staff. Re-assesses passport as and when new equipment /technology is introduced.Completes annual reviews of skills passports, training needs analysis.
Interviewing - General (Level 4)
Has received some training in reliable interviewing techniques and is able to apply these techniques fairly, consistently and to good effect. Identifies the key issues for examination and tests these using open and probing questions. Identifies weaknesses and inconsistencies in the account and seeks clarification. Keeps good written records of the interview for future
Knowledge of Police Environment and 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.
Management 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 5)
Expert in the use of one or more office software products. Is proficient in the use of these packages to significantly enhance the quality and/or presentation of work required within the role. This is likely to relate to the use of spreadsheet, database or desktop publishing packages and may include the manipulation of reports, moving data between applications, using scanning or optical storage peripherals, etc. to make the best use of information Recognises and makes the best possible use of office systems and/or understands how office systems can be used to improve the way work is undertaken.
Risk Management (Level 5)
Able to anticipate, accurately define and establish the relative level of risk likely to affect their specialist function, in terms of likelihood and impact, together with how the challenges facing the wider organisation might affect their role within the force. Assesses the risks of national initiatives providing feedback at the relevant level. Has an understanding of pathways to alert all appropriate senior managers to flawed or ineffective control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.