Role Profile. Deputy Operations Manager

Transcription

1 Role Description Work as part of the Contact & Incident Control Management team, providing supervision, leadership and motivation to help the department provide a high quality service. Provide a key liaison, co-ordination and communication role for the public, police and external agencies to achieve a prompt and efficient fulfilment of enquiries The will work to the Senior Delivery and lead/manage a team of Supervisors and staff to ensure a high quality of service is provided to all our customers. They should continually seek ways to improve the service we deliver to our communities. The will have oversight of incidents and or issues that are likely to cause harm to public confidence. Main Responsibilities KEY ACCOUNTABILITIES Oversee the emergency and non-emergency call handling service and react to emerging problems to ensure the department consistently and effectively provides an excellent service to the public. Oversee provision of Initial Public Contact including call handling, dispatch function, 24/7 Digital engagement, front office (community) contact and CCTV monitoring to meet organisational targets. Provide clear, effective and visible leadership for own area of responsibility and provide support to staff in managing an excellent service to the public. Develop and manage quality assurance and crime data integrity processes to ensure compliance with national standards. Manage team supervisors to ensure standards of quality, efficiency, staff performance and personnel issues are maintained. Provide support to ensure the training and development needs of the department are met. Investigate and resolve any complaints received internally and externally to ensure an excellent service is provided and promoted to the public and areas and to identify areas for improvement. Represent the Contact & Incident Control Centre Operations team at internal and external meetings to promote the work of the team and ensure this aligns to wider organisational values and objectives. Manage operational risks to resolve incidents in a safe and timely manner, ensuring the safety of all staff and to promote a positive image of the organisation. GENERAL MANAGEMENT DUTIES Instil principles of supportive leadership, the force values and create a culture where by staff are supported in making value based decisions to enhance public confidence. To monitor and minimise the work flows between the Call Handlers and Dispatchers, ensuring that incidents and calls for service are dealt with as First Contact Resolution, if deemed the most appropriate method, adhering to compliance and the graded response policy. Proactively manage departmental training, performance and attendance, ensuring force/local targets are met and adhered to, making necessary referrals and invoking appropriate procedures with Workforce Strategy should performance/attendance targets not be met. Page: 1

2 Maximise innovative use of new/existing technology for the benefit of the public and force to deliver digital connectivity with the public. Supporting Channel Management & Digital ambition Manage Customer Care Team portfolio to ensure management of service recovery issues, learning and championing principles of Public Contact. Provide advice and guidance to all police officers and police staff on principles of public contact. Work to ensure force performance plans and policies are achieved and adhered to and in particular National Call Handling Standards, Radio Airwave Speak Standards, Home Office Counting Rules and National Standards of Incident Recording. To comply with Force/Inspectorate audits relating to the Contact Centre and that the quality of records are MOPI compliant and adhere to the national standards. Support Management Meetings to ensure organisation appropriately informed and updated regarding any issues pertaining to threat, vulnerability, risk or harm which are likely to impact or affect the delivery of service or performance. Pursue and support force policies (for example in relation to Diversity, Equal Opportunities, Community and Race Relations, Health and Safety legislation) Rank\Scale PO2 Reports To Senior Delivery Supervisory Responsibility The will directly line manage of a number of Contact/Customer Care supervisors and have 2 nd line manager/portfolio responsibility for all Police Officer and Police staff working within Initial Public Contact (Contact Centre, Digital, Front Office, CCTV). Additional Information Page: 2

3 CONTINUOUS PROFESSIONAL DEVELOPMENT: Maintain knowledge and understanding of Police Regulations and College of Policing Guidance, best practice and any local policy applicable to contact centre operations and leading and managing teams. Maintain and update key knowledge, understanding and skills relating to legislation policy and practice across all contact centre functions and areas of responsibility. Maintain knowledge and understanding of new approaches identified by evidence based research, problem solving and team working and synthesise these into working practice. Complete all annual and mandatory training. Maintain knowledge and understanding of performance management and assessment process and ensure they are implemented effectively when leading and managing teams. Keep up to date with guidance and best practice on health, safety and welfare. Maintain knowledge of data protection and information handling legislation. Required attributes To remain professional at all times in relation to behaviour and communication. Supportive Leadership. Demonstrate their ability to work as part of a team but able to make informed independent decisions. Flexible, able to prioritise and adapt to changing demands and challenging. N.B Candidates will be provided with full training on all applications. Training must be successfully completed before being confirmed in post. Experience and Qualifications Prior education and experience: Business Management experience and/or qualification. Experience of team or department Management including evidence of dealing with a range of HR policies and issues.. Experience of working in a customer facing environment and dealing with the public. Experience of Change management and development and implementation of new processes. Knowledge of applicable Data protection and information handling legislation. Proven knowledge and experience of contact centre technology including telephony, digital and online routing and management. With understanding of industry-specific technologies. A detailed understanding of operational risk management. Knowledge of the Police Organisation or experience of working within the Police Service. Knowledge of Employment Policy and Practice as it relates to working within a Police Environment. Notes Page: 3

4 Skills: Able to contribute to resource planning and to make risk-based decisions that deliver effective outcomes within the resources allocated. Able to manage the delivery of initiatives that change the structure of the organisation and/or the roles of staff and officers. Able to seek out and identify a range of information to identify patterns, trends and options, to solve multifaceted and complex problems. Able to develop and motivate a team and create strong engagement of individuals with their personal and team objectives and with Force values, behaviours and strategic priorities. Able to identify exceptional situations that merit recognition and take appropriate action. Able to identify situations that require disciplinary action and to respond appropriately. Skilled in setting team and individual performance objectives, monitoring performance, assessing progress, identifying emerging risks, uses and opportunities and taking corrective steps as required to ensure the right results are achieved. Able to plan to short and medium term cycles, to coordinate a range of activities appropriately within the function, to match these to available resources and to identify and mitigate known risks to delivery. SPECIAL CONDITIONS The Deputy Opera ons will work from a nominated loca on unless con ngency and/or resilience procedures are ac vated. The role will require travel within and occasionally out of force. Competency Framework Values Skill Category Skill Name Skill Level Skill Description For PDR Core Values Impartiality Core Values Integrity Core Values Public Service Core Values Transparency Page: 4

5 Intelligent, Creative and Informed Policing We analyse critically 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 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 so doing. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics. Inclusive, Enabling and Visionary Leadership We are collaborative 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. Page: 5

6 Resolute, Compassionat e and Committed We are emotionally aware 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 ensure the emotional wellbeing of those in my teams. I take the responsibility to deal with any inappropriate behaviours. Intelligent, Creative and Informed Policing We are innovative and open-minded 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. Inclusive, Enabling and Visionary Leadership We deliver, support and inspire I give clear directions and have explicit 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 thereby enabling others to perform. I lead the public and/or my 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 to deliver the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long-term implications for the police service. I motivate and inspire others to achieve their best. Page: 6

7 Resolute, Compassionat e and Committed We take ownership 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. NOS NOS Unit Unit Name Unit Description Page: 7