Resolution Centre Operations Manager

Job title: Resolution Centre Operations Manager
Grade: PO 2
Role code: EQ0452
Status: Police Staff
Home Office code: Operational Support

Main purpose of the role:

Manage the operational activities of the Resolution Centre. Effectively managing demand of Crime and Non-Crime Incidents and Investigations from accurate recording, assessment to resolution by centralised quality investigation or allocation. Improve confidence in crime data produced by the force both internally and externally, maintain crime data accuracy (CDA) by ensuring that information held on the force crime system is accurate, adequate, timely and relevant for policing purpose.

Main responsibilities:

• Manage and motivate a team within the Resolution Centre and Front Office areas, providing direction and leadership, dealing with day to day personnel matters; undertake staff appraisals, addressing discipline and welfare issues, advising on continued professional development, training and coaching, maximising performance from individuals and assisting with addressing personal aspirations in order to maximise the performance of the unit in support of organisational goals.
• Working closely with other Forces regarding integrity and accountability of crime establishing and enforcing procedures are in accordance with NCRS to ensure integrity of centralised quality investigations, i.e. the recording, crime assessment process (CARA), back office tasks and allocation process.
• Maintain an up-to-date working knowledge of HOCR, NCRS, Force orders, policies as well as ensuring compliance with legislation affecting the role to ensure that categorisation of offences are accurate, relevant and timely. Crime and incident related policies and procedures are supported and shared with other departments.
• Ensure effective working relationships with relevant departments across the force to ensure that departments are aware of the role of the Resolution Centre and Front Counter provision, to maintain and deliver a high quality standard of performance in line with relevant legislation, Home office guidance, force policy, working practices and national guidelines.
• Oversee daily performance using the Athena and STORM recording Systems in relation to crime and non-crime related incidents that have not been allocated an Athena number and work with Force Control Room to resolve and/or escalate issues as they arise; completing measures for quality assurance and quality control in line with investigative practices, current protocols, Force policy and HOCR, ensuring that all processes, systems and working practices maintain a victim focus as a key thread throughout the whole process.
• Act as a central point of contact for all other forces dealing with extract of data on Victim Support ensuring that accurate victim contact information has been provided to them and ensure that officers and staff notify victims of their rights under the Victims Code of Practice. Establish whether they wish to opt out from their details being passed to Victim Support for further contact.
• Responsible for ensuring all detections are processed within the Resolution Centre, engage with peers, PPU, crime departments and uniform ensuring that what is done within the Resolution Centre and Front Counter provision support the wider policing objectives and remain victim focussed.
• Manage the activities within Resolution Centre to include allocating workloads to each area of the business. These include but are not limited to responding to 101 Public call handling, the recording of crime and non-crime investigations from Storm incidents, reports via Single Online Home, incoming transfers of crime from other forces and outgoing transfers of crime to other forces and Athena Back Office functions of QA & linking and outcomes.

Dec 2019.

Vetting level:

Management Vetting. (MV)

Necessary experience:

Previous experience as a Crime/Incident Demand Manager or Contact Centre Management preferably within a police environment.

Good knowledge of how to manage and resolve incidents and investigate all crimes (may be acquired working within a control room/investigation role).

High levels of communication skills is essential.

Problem solving and analytical data and interpretation are essential.

IT skills in MS Office essential.

Desirable to have police systems such as Athena, Storm, Protect, ELVIS, COMPACT.

Good knowledge of NCRS (CDA compliance and national standards) systems and crime recording.

High levels of influencing skills examples include being able to shape and steer departments and teams to deliver action plans.

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:

Crime Investigation (Level 5)

Supervises and co-ordinates the activities of other investigators providing advice and guidance on the whole range of investigation techniques, policies and procedures. Acts as a Case Review Officer. Pro-actively uses information gained form external agencies and the intelligence unit. Undertakes detailed and comprehensive case investigations.

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.

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 5)

Takes control and maintains an oversight of the incident, reviews previous actions and initiates further action. Secures additional support for the incident, including determining the scale of support required from other services and agencies. Revises situation reports and instigates the creation of Silver command as appropriate. Gathers relevant information for assessment and onward transmission to Silver command as required. Quickly establishes an effective team and sets policy for dealing with the incident. Ensures the correct level of investigation is in place to deal with the incident and necessary personnel are in attendance. Ensures the effective debriefing of staff.

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.

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.

Interviewing - Suspects (Level 4)

Experienced in using the PEACE model. Able to manage an encounter with a solicitor practising 'active defence'. Able to effectively apply an up to date and in depth knowledge of legislation relevant to interviewing and fully understands the implications of S76/78 PACE.

Interviewing - Witnesses (Level 4)

Able to interview vulnerable victims and child witnesses. Considers the best environment in which to interview and consults with outside agencies. Able to effectively conduct video interviews.

Knowledge of Legislation and Policy (Level 4)

Has a thorough understanding of all legislation, policy and procedure relevant to the current role. Able to apply this and offer advice to colleagues as necessary.

Management of Police Information (MOPI) (Level 5)

Has sufficient understanding of the NPCC records management policies be able to offer appropriate guidance and support to staff. Is able to identify the appropriate MOPI group for any record with a policing purpose and ensure that all policing records within the team are retained, reviewed or destroyed in line with the MOPI codes of practice. Quality assures staff to ensure a full understanding and compliance with the APP for Information Management (incorporating MOPI guidance), highlighting failings and taking appropriate action as required. Ensures training and / or refresher training is provided and completed. Ensures that systems are correctly linked together to ensure effective management and recording of information across systems. Appropriately reviews digital information held on system(s) and physical records in storage to ensure that they are retained only where there is a policing purpose. Complies with relevant policies and procedures in respect of prioritisation, sanitisation, dissemination, shari g, 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 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.

Surveillance - Equipment (Level 4)

Has a basic understanding of what surveillance equipment is available and is able to demonstrate a good working knowledge of the equipment that they have used. And have a good working knowledge for the acquisition and use of CCTV both in relation to police operations and in public and private systems, and demonstrates the ability to use these in practical situations.

Vulnerable Victims (Level 3)

Has a working knowledge of the responsibilities of the police in respect of child protection, domestic violence and other vulnerable victims and persons in custody. Is aware of the basic person at risk procedure and knows how to begin the process. Is aware of the need for all vulnerable victims to be dealt with in a thoughtful and understanding manner and demonstrates the skill of being able to talk to people in distress. Has a working knowledge of law and procedure.