Job title: Resolution Centre Investigator Grade: SCALE 4 Role code: EQ0455 Status: Police Staff
Main purpose of the role:
Receive and evaluate calls and online reporting from Public and Police officers relating to scene attendance and the recording of crime, assisting officers in completing thorough investigations by checking standard lines of enquiry, showing resilience in decision making THRive, and justifying when a crime report is not required, maintaining a professional level of knowledge around the Home Office Counting Rules (HOCR), National Crime Recording Standard (NCRS), National Standard of Incident Recording (NSIR) and criminal law and be able to apply it to all calls received from officers, creating and updating crime reports when applicable, ensuring accuracy and compliance for further investigation.
Receive, assess and aid investigation on incoming calls relating to crime, ensuring that callers receive a prompt, courteous and accurate response. Create and update Athena crime reports and STORM incidents as and when necessary, ensuring accuracy and compliance is correct for further investigation by officers, identifying opportunities to reject reports or record as non-crime.
Ensure all relevant details are obtained at the initial call, identifying outstanding lines of enquiry either to be completed initially or subsequently, gathering evidence or information, including details of injuries, damage, descriptions of offenders, stolen property where necessary, ensuring the provision of effective, efficient reports, in order to ensure full compliance to all working practices at all times.
Conduct relevant searches on current computer systems including STORM, COMPACT, ELVIS, PNC, Intel and Athena to obtain supplementary information around people, vehicles and property, ensuring the accuracy and timeliness of all such information recorded and linked.
File reports where there are no further lines of enquiries or allocate to correct Investigation lists when further investigation may be required by officers, in order to optimise the use of investigative resources in compliance of the National Crime Recording Standards. To be able to reopen and allocate reports accordingly for investigation if further information comes to light.
Through Thrive create STORM reports and transfer to FCR where a need for Command and Control is required and in compliance of NSIR.
Manage incidents within STORM that are allocated for the Resolution Centre to record as a crime, booking appointments with victims when appropriate.
Update existing reports with information supplied by officers during the course of their investigation,accurately recording data in accordance with statutory guidelines.
To manage all back office and admin functions on Athena including processing of Outcomes.
Make and receive phone calls to and from the public when necessary, in order to facilitate the full and thorough investigation of crimes
Make and receive phone calls from other agencies and departments to assist victims of crime where it is appropriate to do so.
Undertake administrative duties associated with the effective operation of the unit, as directed by the Supervisors/Managers or Detective Inspectors.
The Resolution Centre Investigator must have good decision making skills, be able to communicate effectively with people at all levels.
The post holder will hold a GCSE in English at grade C or above, or an equivalent qualification.
Must be able to appropriately demonstrate empathy, patience and apply judgement based on the facts presented.
The ability to work within a team as well as be self-motivated when unsupervised to manage workload.
Comply with the Code of Ethics
Good administration skills and accurate recording of information is paramount as record keeping may be presented to court to justify decisions and rationale.
At point of employment candidate receives a 6 week induction training package of Courses including Law, Athena, STORM and a pass/fail PNC (Police National Computer) Course. Followed by 6 weeks sitting with a tutor/mentor and taking part in call taking under supervision during which time the staff member will be continuously assessed and will be expected to reach competent level in all the areas of the job role before being allowed to work completely on their own.
The post holder will attend further training courses as required to keep up to date with current practices, policy changes and new IT systems.
Must be able to work without constant supervision and demonstrate good use of initiative. Demonstrates ability to organise and plan own workload. Accepts personal responsibility for maintaining an excellent quality standard of customer-focused service. Demonstrates an ability to perform all aspects of the role at an extremely competent level. Maintains good working practices and has a proactive approach in day to day activity. Must be able to deal with difficult calls in an assertive manner and displays empathy appropriately. Compile examples and additional evidence for EPIP (Essex Professionalising Investigation Programme) Level 1 accreditation.
There is a 12 month probationary period until end of probation confirmed at which point staff member must be able to operate independently and is expected to record and deal with all types of crime and non-crime reports. The staff member will be able to deal with queries from members of the public and other agencies or be able to direct them to the correct department/agency to deal.
Staff will remain in post for a minimum of 2 years subject to Force requirements.
Vetting clearance is a pre-requisite of employment in designated posts and the post holder will be subject to recruitment 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.
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 off 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.
Know. 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.