Do you have what it takes?

Transcription

1 999/101 POLICE CALL HANDLERS FORCE CONTROL ROOM- POLICE HEADQUARTERS REF 325/18 Durham Constabulary has been rated outstanding by HMIC for the 3 rd year running. We serve a population of 0.6 million people. These are exciting times for policing, and Durham. Chief Constable Michael Barton is committed to reducing crime, vigorously pursuing offenders, problem solving and building trust and confidence in local communities. Achieving this depends on motivated and professional people working together to deliver an excellent service and showing The Durham Difference. Do you have what it takes? Looking for an exciting change in career working on the frontline of policing? One where you don t know what the next call could bring? One which is the first point of contact for people in their hour of need? Durham Constabulary is looking to recruit Police Call Handlers to work within our Force Control Room at our Headquarters, Aykley Heads, Durham. Police Call Handlers answer all calls for service to the Constabulary including, 999, 101 and other non-emergency calls and any contact made via other means, such as and Webchat. As a Police Call Handler you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community. Although challenging, this role can also be extremely rewarding. It will include. You obtaining essential information from members of the public contacting the Police via 999 and 101 telephone numbers to report crimes and incidents. You will need to accurately record caller details, the nature of the crime/incident reported and the location. You will then assess the level of risk and determine the speed and nature of the police response. You will provide members of the public with advice and guidance delivering excellent standards of customer service. Location: Job type: HQ Force Control Room Permanent

2 Salary / Hours: Scale 3 18,123 19,317 per annum, with shift allowance and weekend allowances that can equate to a salary of 23,741 to 25,305 per annum Durham Constabulary offers a minimum of 26 days annual leave, an extremely competitive pension scheme, lateral and vertical development opportunities, a flexible approach to work/life balance issues and an excellent working environment. Qualifications: Applicants must have 4 GCSEs including English Language or Literature and Mathematics (Grade 9 to 4/A to C) or an approved equivalent. An individual who possesses an equivalent e.g. NVQ must provide evidence of Maths and English. Further information regarding the relevancy of equivalent qualifications is available from the OfQual website at QUALIFICATIONS - IMPORTANT NOTICE Please ensure that you attach/forward copies of the required qualifications (as above) with your Application Form. If you do not attach the required qualifications (or forward them to us by the closing date at the latest) and you are successful at paper sift, you may be invited to our testing session as below. KEY DATES Closing Date: Applicants not in possession of the minimum qualifications may be required to undertake the Personnel Test Battery Series and must achieve a pass in all three papers. 4 th January If we receive a sufficient number of applications prior to the 4 th January 2019 no further forms will be accepted and the advert will be closed. Where appropriate a revised notice to this effect will then be published on the website. Testing Date: 29 th January 2019 The selection process will include a paper sift, Assessment Centre and an interview. Assessment Centre Dates: 4 th - 22 nd February 2019 Interview Dates: 25 th February 5 th March 2019

3 Candidates will be contacted via in relation to the recruitment process and are advised to also check Junk/Spam folders for updates. Candidates who are successful at paper sift will be ed an information pack prior to the assessment centre/interview stages. Role Requirements Excellent interpersonal and communication skills are essential together with the ability to obtain relevant information and relay concise and accurate messages. Enhanced computer / keyboard skills e.g. ability to use database systems which require accurate data input, are also essential. It is important to know that you will be working in a dynamic environment dealing with a wide variety of situations on a daily basis and managing calls from people who may be distressed or vulnerable. You must be able to work and make decisions under pressure, displaying high levels of emotional resilience to be able to deal with real time emergency situations. Role Information Successful candidates will be expected to work a range of day and late shifts as per the targeted hours shift pattern (See section 15 of the Terms and Conditions). You will be required to successfully complete an initial training and mentoring period during which they will be expected to complete a personal development portfolio to demonstrate competence. This period is for a maximum of 16 weeks and continued employment is subject to the successful completion of the personal development portfolio. Please note that there will be written and scenario based tests within the first 6 week initial training phase which you are required to successfully complete. If these written and scenario based tests are not achieved to the required standard this will result in your contract of employment being terminated. Please note that no leave will be permitted to be taken during the first 12 week initial training phase which is scheduled to commence on Monday 3 rd June Vetting Durham Constabulary has a strict vetting requirement and any offer of employment will be subject to appropriate vetting levels which will be maintained / updated throughout the period of service. In addition, applicants should have been a UK resident for at least 3 years prior to the date of application. However in the event that applicants have not been resident in the UK for at least 3 years and can provide a VERIFIABLE certificate from the Police of any country where they have taken temporary residence to indicate that they have not been convicted of any offence whilst in that country or involved in any investigation by a Law Enforcement Agency which includes

4 being interviewed, arrested, issued with any penalty notice, charged or cautioned irrespective of whether that offence is an offence within the United Kingdom, then this will be considered as part of the recruitment vetting process. Individuals who are not able to meet this criteria will be subject to appropriate risk assessment by the Force Counter Corruption & Vetting Unit. Tattoos Any tattoo anywhere on the body that is obscene, or advocates sexual, racial, ethnic, or religious discrimination, by written word or design is prohibited and the presence of such a tattoo would preclude an applicant from passing the recruitment process for employment with the Constabulary To Apply Durham Constabulary welcome applications from everyone, but as members of ethnic minority groups are currently under-represented we would encourage applications from these groups. Appointment will be based on merit. For further information please view the below Job Description and Person Specification. To apply please complete the following Police Staff Application Form Pers 198 Equal Opportunities Monitoring Form Completed application forms and equal opportunities monitoring forms should be returned to human.resources@durham.pnn.police.uk or posted back to:- Human Resources & Health Services Police HQ Aykley Heads Durham DH1 5TT Please note that Curriculum Vitae s (CV s) will not be accepted.

5 DURHAM CONSTABULARY JOB DESCRIPTION JOB TITLE: DEPARTMENT: Call Handlers Force Control Room SCALE: Scale 3 RESPONSIBLE TO: JOB PURPOSE: Force Control Room Supervisor You will obtain essential information from members of the public and other organisations who contact the police by telephone. You will do this in an efficient and courteous manner. You will treat callers with dignity and respect, displaying empathy and providing the most appropriate means of assistance in solving their issue. You will ensure that caller details and the nature and location of incidents are accurately recorded on the incident log. You will evaluate the type and speed of the Police response in accordance with the Graded Response Policy. Where appropriate you will provide public callers with advice and direction. MAIN DUTIES AND RESPONSIBILITIES 1. Receive and respond to initial incoming calls for service directed to the Force Control Room via any source including 999 calls, calls from other emergency services, calls from alarm companies and other connected organisations. 2. Ascertain the purpose and nature of the call eliciting relevant and sufficient information from callers to enable an accurate and timely assessment of appropriate means of resolution. Check to avoid duplication of previously reported incidents. 3. Record details of information received, advice given and action taken directly onto Force computer systems. Incidents should be classified according to guidelines of the National Standards for Incident Reporting and the National Crime Recording Standard. 4. Where it is determined that calls demand a direct Police response assess and allocate priority of incident in accordance with the Force Graded Response Policy. Pass information to appropriate Call Dispatcher for action, within a timescale appropriate to the speed of Police attendance required. 5. Comply with special operating instructions regarding serious incidents. Advise supervision of these (and other incidents where thought necessary or when guidance required).

6 6. Advise caller of anticipated Police response and detail any additional action he/she needs to take. 7. Where a direct Police response is not required provide appropriate advice or information to the caller or re-direct call, as appropriate. 8. At the direction of the Force Control Room Supervision to deal with calls to the switchboard. 9. Respond to callers in a calm, professional and courteous manner with a view to delivering a high quality service and appropriate reassurance. 10. Be prepared to give evidence at Court when necessary. The duties and responsibilities outlined above cannot encompass or define all tasks which may be required of the post holder. The outline of duties and responsibilities given above therefore may vary from time to time without materially changing either the character or level of responsibility and these factors are reflected in the grade applied to the post.

7 DURHAM CONSTABULARY PERSON SPECIFICATION JOB TITLE: DEPARTMENT: Call Handlers Force Control Room EMPLOYEE THE SUCCESSFUL APPLICANT SHOULD HAVE THE FOLLOWING: ASSESSMENT CRITERIA Educational Attainment/ Professional Qualifications Applicants must have 4 O levels/ GCSEs including English Language or Literature and Mathematics (Grade 9 to 4/ A to C) or a recognised equivalent qualification. An individual who possesses an equivalent e.g. NVQ must provide evidence of Maths and English. Applicants not in possession of the minimum qualifications may be required to undertake the Personnel Test Battery Series and must achieve a pass in all three papers. The date for testing is 29 th January Work Experience At least 1 year s previous customer service experience.

8 Knowledge/Skills/ Aptitudes Good interpersonal skills. Enhanced literacy skills, e.g. composing either original memos, letters or short reports on a regular basis, statement writing Enhanced computer/keyboard skills e.g. use of database systems where accuracy is essential but speed is not a key demand. Basic numerical skills. Ability to attain relevant information and relay concise messages accurately. Sift/Test/ Interview Disposition Able to:- Communicate with people at all levels demonstrating effective listening, self confidence and assertiveness. Work under pressure and remain calm. Prioritise work and meet deadlines. Work alone as well as part of a team. Accept responsibility for own tasks.

9 Special Requirements To be of the highest integrity. / Vetting To be committed to the principles of equal opportunities. Able to attend work related training courses. Interview Work unsocial hours and be prepared to work additional hours. Interview

10 DURHAM CONSTABULARY CONDITIONS OF APPOINTMENT CALL HANDLER 1. SALARY Annual salary will be in accordance with Durham Scale 3 of the Police Staff Council:- 18,123 19,317 per annum, with shift allowance and weekend allowances that can equate to a salary of 23,741 to 25,305 per annum The allowances are based on a targeted hours shift allowance of 14% and 17% weekend working allowance (pro rata to the hours worked). 2. PENSION New employees will be automatically enrolled into the Local Government Pension Scheme. The successful applicant will have the right to opt out of the Pension Scheme once they have commenced employment 3. SICKNESS DECLARATION & MEDICAL SCREENING/ EXAMINATION This appointment will be subject to satisfactory pre-employment medical screening which will include attending a medical appointment at our Headquarters, Aykley Heads. Medical appointments are scheduled to take place on 12 th and 20 th March During these pre-employment checks the Constabulary requests sickness details from your previous employer(s). 4. ANNUAL LEAVE Annual leave will be calculated on a pro-rata basis according to the number of hours worked per week. Annual leave for a full time employee (37 hours per week) will be a minimum of 26 days rising to a maximum of 31 days after 5 years continuous service. The maximum entitlement of 31 days will also apply to those successful applicants who currently have 5 years continuous service as a member of Police Staff with a Police Authority; Scottish Joint Board; National Crime Squad; National Criminal Intelligence Service; Centrex; Police Service of Northern Ireland; non-home Office Forces; the Metropolitan Police or as a member of a Local Government Authority. The foregoing leave is in addition to normal public holidays.

11 The annual leave year runs from 1 st January to 31 st December and those who commence employment during the year will be entitled to a proportion of the annual leave entitlement. 5. PERIOD OF NOTICE The appointment will be terminable by 4 weeks notice in writing on either side, subject to the provisions of the Employment Rights Act, INITIAL TRAINING COURSE REQUIREMENTS There will be written and scenario based tests within the first 6 week initial training phase which you are required to successfully complete. If these written and scenario based tests are not achieved to the required standard this will result in your contract of employment being terminated. No leave will be permitted during this initial 12 week period. 7. PROBATIONARY PERIOD Substantive appointment is subject to a Probationary Period of six months, unless you are required to attend a training course that exceeds 4 weeks, then your probationary period will be extended accordingly. Included in your Probationary Period, are any training courses that you are required to pass. At the end of the Probationary Period, subject to satisfactory report, you will be transferred to the established staff. Substantive appointment to the post of Call Handler is seven months, 6 weeks of which you will be attending a training course. At the end of the Probationary Period, subject to satisfactory report, you will be transferred to the established staff. 8. TRAINING Please note that there will be written and scenario based tests within the first 6 week initial training phase which you are required to successfully complete. If these written and scenario based tests are not achieved to the required standard this will result in your contract of employment being terminated. You will be required to complete an initial training period (up to 16 weeks) during which you will be expected to complete a personal development portfolio to demonstrate competence. Thereafter, 4 training days per year will be provided to maintain occupational competence. Durham Constabulary has a positive policy towards identifying and meeting the training needs of all staff. Accordingly, it is a condition of employment that staff are prepared to participate in any training courses which are felt to be appropriate to their needs. Most training

12 needs will be met within the organisation, but he/she may be required to attend job related short courses. 9. RETURN OF SERVICE/REFUND OF COURSE FEES If you do not serve for a minimum of 2 years with Durham Constabulary you may be required to refund the costs for any training courses undertaken which are deemed mandatory to your role. 10. OFFICIAL SECRETS ACTS Upon appointment with Durham Constabulary all employees will be subject to the provisions of the Official Secrets Acts, 1911, 1920 and 1989 and will observe secrecy in all matters that may come to their notice whilst in the performance of the duties allotted to them and will only divulge such matters if compelled by law or upon the instructions of the Chief Constable, or other supervisory officer. 11. VOLUNTARY RESERVE FORCES Staff may participate in the Military Voluntary Reserve Forces. These are defined as The TA; the Royal Navy Reserve; the Royal Marine Reserves, the Royal Auxiliary Air Force, the Royal Air Force Volunteer Reserve Training RAFVR (T), Air Cadet Organisation, Sea Cadets, Adult Warrant Officer (AWO) or civilian instructor. Authority to do is sought from the Chief Constable. 12. POLITICAL RESTRICTIONS The Chief Constable is committed to creating a totally antidiscriminatory and inclusive police service therefore no member of Durham Constabulary may be a member of an organisation whose constitution, aims, objectives or pronouncements contradict the general duty to promote equality. 13. ACCOMMODATION / LOCATION OF POSTS These posts are based at Force HQ, Aykley Heads. 14. EQUAL OPPORTUNITIES POLICY Durham Constabulary requires a respect for diversity encourages and is committed to the principles of Equal Opportunities. 15. WORKING HOURS Staff will be expected to work a range of day and late shifts as per the below shift pattern Call Handler Targeted Hours Pattern Mon Tues Wed Thurs Fri Sat Sun

13 Week 1 R R R Week R R Week R R Week 4 R R R R R 16. UNIFORM Whilst on duty you will be required to wear the constabulary uniform applicable to your post at all times. Failure to do so may result in disciplinary action. Appropriate shoes must also be worn. You will be responsible for the cleanliness of all aspects of your uniform. 17. TRAVELLING EXPENSES Expenses will not be paid for any part of the recruitment procedures. 18. OTHER CONDITIONS Vetting Durham Constabulary has a strict vetting requirement and any offer of employment will be subject to appropriate vetting levels which will be maintained / updated throughout the period of service. In addition, applicants should have been a UK resident for at least 3 years prior to the date of application. However in the event that applicants have not been resident in the UK for at least 3 years and can provide a VERIFIABLE certificate from the Police of any country where they have taken temporary residence to indicate that they have not been convicted of any offence whilst in that country or involved in any investigation by a Law Enforcement Agency which includes being interviewed, arrested, issued with any penalty notice, charged or cautioned irrespective of whether that offence is an offence within the United Kingdom, then this will be considered as part of the recruitment vetting process. Individuals who are not able to meet this criteria will be subject to appropriate risk assessment by the Force Counter Corruption and Vetting Unit. 19. CANVASSING Canvassing, either directly or indirectly, is prohibited. 20. ADDITIONAL BUSINESS OR EMPLOYMENT Employees must devote their whole-time service to the work of the Chief Constable and must not engage in any other business or take up any other employment without the written consent of the Chief Constable.

14 21. SMOKING POLICY Durham Constabulary operates a No Smoking policy. 22. CLOSING DATE Applications must be received by the closing date of 5 p.m. on 21 st December If we receive a sufficient number of applications prior to the 21 st December 2018 no further forms will be accepted and the advert will be closed. Where appropriate a revised notice to this effect will then be published on the website. 24. GENERAL IMPORTANT DATES IN THE PROCESS Where possible, specific dates for assessment and interview for this post have been identified and details are given below. Unfortunately, we are not always able to offer alternative dates. Closing Date: 4 th January 2019 Testing (if you do not have the required qualifications set out in the advert & Person Specification you may be invited to attend testing): 29 th January 2019 Assessment Centre: 4th - 22nd February 2019 Interviews: 25th February 5th March APPOINTMENT OFFER / ANTICIPATED DATE FOR FILLING THIS POST We hope to make a conditional offer of an appointment approximately one month after the closing date. The appointment offer will be subject to satisfactory pre - employment clearances including medical screening, recruitment vetting checks and employment references. Should any clearance prove to be unsatisfactory we reserve the right to withdraw any offer of employment made. A starting date will be agreed following receipt of satisfactory clearances, taking into account notice periods required. These posts will be filled as soon as practicable.