Job title: Resolution Centre PS
Grade: Sergeant
Role code: EPQ0458
Status: Police

Main purpose of the role:

Supervise staff and ensure the correct recording of crime is in accordance with HOCR and NCRS rules and compliant to Force policy. To receive the report of crimes from the public and Police Officers; complete reports accurately. Ensure compliance with NCRS standards and where necessary amend errors identified during the quality control process.

Main responsibilities:

  • Manage and supervise a team up to 11 Resolution Centre Investigators to include allocating workloads, training and development and any personnel related matters. Manage and delegate tasks to individuals ensuring that an appropriate number of trained Resolution Centre Investigators are allocated to each area of the business. Manage and motivate staff providing direction and leadership, undertaking staff appraisals, addressing discipline and welfare issues, advising on personal development, training and coaching, maximising performance from individuals and assisting with addressing personal aspirations.
  • Providing support and or advice regarding investigations and crime management in respect of legislation and policy, especially around issues of HOCR and NCRS. Making accurate decisions regarding final disposal or allocation of new reports created by the department, in order to ensure the correct classification and allocation of reports. Liaise with Other Forces regarding transfer of crime establishing and enforcing procedures are in accordance with NCRS and that contact details for those other forces are accurately maintained. Conduct daily review of all rape incidents, advising what course of action is required from officers and supervisors within Adult Sexual Abuse Investigation Team (ASAIT) and Child Abuse Investigation Team (CAIT) what is required in terms of crime recording.
  • Maintain an up-to-date working knowledge of HOCR, NCRS, Force orders, policies as well as ensuring compliance with legislation affecting the role.
  • Maintain an advanced knowledge and understanding of relevant and new information technology systems including PNC, Crime System, STORM,Intelligence. PNLD etc. Knowledge of all IT systems, polices, processes and legislation must be current and to a high level in order to quality assure others.
  • Monitor STORM (ensure correct allocation of a crime number), this entails working closely with FCR and Incident Managers to resolve and/or escalate issues as they arise. This will include assisting the Detective Inspector/ Manager, assessing crime submissions, dip-testing quality of reports and compliance where necessary.
  • Liaise with internal departments to ensure that officers are booked in for demand appointments. By maintaining and developing effective working relationships with FCR and other relevant departments across the force, it ensures that departments are aware of the role of the Resolution Centre and to maintain and deliver a high quality standard of performance in line with relevant legislation, Home office guidance, force policy and working practices.
  • Monitor daily performance figures using STORM Incident Recording System in relation to crime related incidents that have not been allocated a crime number and work with Force Control Room and Incident Managers 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 customer focus as a key thread throughout the whole process

Necessary experience:

Previous experience of managing and motivating staff ideally working within a call centre environment. Must be proficient in IT systems such as Microsoft packages, Word, Excel, there will be a requirement to use in-house systems (on the job training will be provided on systems such e.g. ELVIS, Compact, Storm, Crime File, PNC, Intel Systems, CISCO). Educated at least GCSE level or equivalent standard including a pass in English. Methodical, good at developing working relationships and have a good eye for detail. Good forward planning and self-organisational skills are key as must be able to plan, prioritise workload and be able to be flexible to adapt to change working within a 24 hour shift environment. Excellent interpersonal skills, both written and verbal, in order to assist with dealing with referrals from officers and investigators and producing management reports. Ability to analyse information gained and make decisions according to force guidelines without referral to a manager (knowledge of quantitative and qualitative measures). A sound awareness of MoPI, the Home Office Counting Rules (HOCR) and the National Crime Recording Standards (NCRS) is essential to be able to resolve disputes concerning the offence being recorded and to deal with any crimes requiring re-classification or submission to No Offence.


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.


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 4)

Demonstrates a sound working knowledge of a broad range of forensic science services and of all relevant legislation, policies and procedures. Can identify and has practical experience of off-setting scene parameters, securing the scene, identifying, clearing and marking a common approach path. Is aware of the need to control access to the scene and is confident in enforcing this control. Understands the responsibilities of others within a scene and is able to advise colleagues as necessary.

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.

Information Gathering and Analysis (Level 5)

Information gathered is sufficient, valid and reliable and is consistent with the organisation's values, policies, guidelines and procedures. Able to deal with situations when information is insufficient, contradictory or ambiguous. Able to organise and interpret information so that conclusions can be drawn.

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.

Internal Consultancy (Level 4)

Demonstrates an in depth knowledge of the relevant specialist area and combines this with high level consultancy skills. Develops collaborative relationships with internal clients and works with them to achieve joint objectives and targets. Maintains an up to date awareness of all developments which may affect Force business and policies and proactively advises clients of all relevant matters.

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 - 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 Police Environment & 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.

Project Management (Level 3)

Demonstrates an understanding of the key principles of project management. Able to assist in the management of projects within a Department or Division where the objectives, milestones and timescales have already been defined and manpower resources are limited. Will need project management support.

Research Techniques (Level 3)

Conducts basic research work, usually with a relatively narrow focus and is able to find out all the required relevant information or data for the task set. Can present findings in a logical and easily understood manner.

Risk Management (Level 4)

Able to anticipate risks likely to affect the team's ability to execute their function, in terms of likelihood and impact, and assesses how the challenges facing the wider organisation might affect their team and their objectives. Has an understanding of pathways to alert local managers to flawed or ineffective operational control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.