Job title: Resolution Centre Case Investigator Grade: SCALE 5 Role code: EQ0456 Status: Police Staff
Main purpose of the role:
To analyse and investigate a designated workflow to the point of resolution in line with HOCR, NCRS, and NSIR. To enhance service delivery for victims, informants and third parties. To reduce front line officer allocations.
Undertake and manage ATHENA crime records allocated to case investigators by processing all information to ensure NCRS, NCIR and HOCR compliant. Making detailed records of all actions taken on the relevant Essex Police system (ATHENA or STORM). All allocated matters should be driven expediently towards resolution at the earliest possible outcome either by sending an Athena record with completed investigation to local officers or ultimately filing the record. To be able to reopen and allocate reports accordingly for investigation if further information comes to light
Gather evidence and data around Athena records either by sending CCTV packages to informants, or by completing statements and/or risk assessments over the phone. Ensuring that every matter that could prevent allocation remains within the Resolution Centre for case investigation prior to any local policing team involvement.
Complying with the principals Victim Care Contract. Update victims of crime regularly and in accordance with the victims code. Should additional information be received from either the victim or other parties take appropriate action in a timely manner in line with Force and Government policies, managing their expectations and reduce their personal risk and future vulnerability.
Manage and be responsible for an individual ATHENA workload, keeping pace with demand through efficient management of cases. Notifying the Resolution Centre Investigations Leader of any issues arising from that workload to ensure NCRS compliance is maintained and local policies observed.
Oversee all information technology and equipment used within the Resolution Centre, reporting faults as necessary and in accordance with contingency plans, in order to ensure that essential IT requirements are met and that it is working effectively at all times. Notifying the duty line manager of all actions taken.
Develop a culture of service excellence within the Resolution Centre through training, development and support. Resolving victim contacts handling serious or sensitive complaints from members of the public where the nature of incidents may have escalated. Ensuring all interactions have full compliance to General Data Protection Regulation of 2016 (GDPR).
Undertake the role of Incident Triage should the need arise as directed by line management to the benefit of the operation of the Resolution Centre. This is a method of handling grade 4, 5, 6 STORM incidents which can include booking appointments, inputting and processing onto ATHENA and/or filing as appropriate.
Undertake the role of Resolution Centre Senior Investigator when directed by line management to benefit the operation of the Resolution Centre.
Management Vetting. (MV).
For the post holder the following skills are mandatory and essential:
Effective communication. Good listening and communication skills when talking to members of the public is crucial to the facilitation of the role. The post holder will invariably speak to members of public from a diverse background in a wide variety of circumstances so must be able to appropriately demonstrate empathy, patience and apply judgement based on the facts presented. Ensuring they receive the best possible service and their expectations are managed as this is the key to the success of the department.
Good keyboard skills and knowledge of EP IT systems. Nearly all Essex Police investigations are on the STORM or ATHENA systems so an understanding of both of these systems to a proficient level is essential to the role. With attention to detail and accuracy be able to type updates, audit specific actions and notate statements via the telephone, as record keeping may be presented to court to justify decisions and rationale. Essential keyboard skills are a necessity to ensure efficiency of time to meet demand.
Organisational skills and prioritising. The post holder will be expected to be self-motivated, using initiative to investigate a workload of cases as the OIC, in accordance with statutory guidelines and ensure that tasks are completed in a timely manner. The post holder will need to understand the needs of the victim and be able to prioritise time critical tasks within investigations to meet those needs. The post holder will be familiar with the National Decision Making model and THRIVE and Code of Ethics in assisting with making these assessments to enable prioritising of workload.
Team working. The Resolution Centre will handle a high demand so the ability to work co-operatively with others to get things done, willingly giving help and support to colleagues by being approachable and developing positive working relationships in the team is essential. Reporting to a Resolution Centre Investigations Leader, the Post holder requires strong interpersonal skills to maintain an understanding of working practises and responsibilities to perform each specific crime allocated. By sharing knowledge, information and skills a consistent approach can be achieved within and outside the team.
Knowledge of Police structure, legislation and law. The post holder must demonstrate an advanced level and understanding of NCRS, HOCR, NSIR, knowledge and criminal law, being able to give advice/make final decisions in crime recording disputes. Full compliance of GDRP is essential. The Post holder must keep up to date with all legislative and procedural changes, attending training when required to gain an understanding of the impact the changes may have. An understanding and knowledge of the wider departmental responsibilities and geographical areas is also essential as work will often need apportioning to other areas within the organisation.
The Post holder must have the capability to investigate a crime and be able to conduct Case Action Plans in accordance with Force Policy and Home Office requirements.
The following Skills are preferred but training can be given in post:
Advanced use of EP systems. Although there will be an expectation to be highly proficient in STORM and ATHENA the post holder will also be required to understand and interrogate PNC, Intelligence, ANPR, Quick Address, SAP, Compact and VODs. As part of investigating crime, these systems will provide information that will assist enquiries and therefore a high level of proficiency is desired.
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 s aff 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 and 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 and 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 and 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.
Knowledge of Police Environment and 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.
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 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.