Job title: OC Service Desk Supervisor Grade: SO 2 Role code: ER310a Status: Police Staff
Main purpose of the role:
This JD is subject to HAY quality assuranceand consultation. \n Provide and supervise an efficient and effective administrative service to support the Operational Centre. Co-ordinate administration processes and procedures, supervise the day-to-day activities of the Administrators and Co-ordinators, develop proficient administration systems, support OC management and deal with more complex enquiries when responding to internal and external customers.
Manage and motivate OC Administrators and VISOR Co-ordinators by providing direction and leadership, completing staff appraisals, addressing welfare issues, advising on personal development, training and coaching, in order to build and sustain an effective team capable of achieving OC objectives.
Co-ordinate the daily activity within the OC Administration Team to manage written and telephone enquiries, completion of centralised administration co-ordination functions, and the maintaining of current and accurate computerised records, filing systems, OC documentation and OC reference systems.
Monitor performance, taking remedial action where necessary, to ensure OC Administration Team tasks are completed to the required standard, adhere to legislation, force policy and procedure, and agreed service / compliance levels of service regarding timeliness to ensure that local and global service level agreements are met.
Manage the effective collation, recording and reporting of OC performance information and audit compliance data, highlighting areas of best practice or high performance within the OC and challenging and identifying solutions where there are concerns or room for improvement within the OC.
Address issues of concern escalated by the Administrators or VISOR Co- ordinators through clear communication and adherence to policy and procedure.
Provide support to the OC Decision Maker Supervisors and to the Assessment & Administration Team Manager, through additional assistance, as required, during peak demand periods and cover during abstraction periods.
Complete training to ensure and maintain proficiency in role requirements.
Undertake all such other reasonable duties as may be required by the OC managers, in order to ensure the OCs commitments are met.
Management vetting req.
The role holder must be able to demonstrate previous experience supervising a team working within a customer focused and office environment.
A knowledge of, and experience in, Public Protection risk assessment and / or management, in particular of the DASH (Domestic Abuse, Stalking and Harassment) assessment tool and the VISOR system, would be beneficial.
The role holder must have well developed verbal and written communication skills, with the ability to communicate with a wide range of officers and staff, at all grades and ranks, with external agency professionals and also with members of the public. They must have interpersonal skills that engender credibility and confidence. A high degree of confidentiality, integrity and discretion is required, as the role holder will be required to deal with sensitive information.
The role holder must be able to plan and prioritise their own, and their teams workload, manage multiple demands and competing priorities often to short deadlines. The role holder will be requ red to be methodical and maintain professional standards, and be able to produce accurate information and reports within agreed deadlines.
A willingness to positively adapt to, encompass and manage change will be a necessary behavioural trait, especially during the early days and months of the OC when work processes will be refined.
The role holder must be proficient in the use of IT, although training will be provided for more specialist systems.
The role holder must have, or have the capability to acquire, a sound knowledge and understanding of legislative and regulatory frameworks relevant to the role such as the Data Protection Act, Human Rights Act and Management of Police Information, in addition to Essex Police policy in relation to disclosure of information. The role holder will also be required to acquire and maintain up to date, in depth knowledge of the Notifiable Occupations Scheme (NOS), the Children and Family Courts Advisory Support Service (CAFCAS), and Southend, Essex and Thurrock (SET) proce ures.
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.
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.