Resolution Centre Team Leader

Job title: Resolution Centre Team Leader
Grade: SCALE 6
Role code: EQ0453
Status: Police Staff

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 CBIs 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.

Dec 2019.

Vetting level:

Management Vetting. (MV)

Necessary experience:

Special Requirements: 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.