CALL HANDLERS - COMMUNICATIONS DEPARTMENT- POLICE HEADQUARTERS (REF 130 /15) Location: Job type: Salary / Hours: HQ Communications Department Permanent & Casual Permanent Call Handlers & Casual Call Handlers (Pro rata) 17,763 18,933, with shift allowance and weekend allowances that can equate to a salary of 23,270 to 24,802 There is an opportunity to attend an awareness event at Durham Police HQ on the evening of either Monday 15 th June 2015 or Thursday 18 th June 2015 between 6 pm and 7.30 pm. This will provide would-be applicants with an opportunity to observe Call Handlers in a live operational environment and gain an insight into the work within the Police Communications Centre. Places for this event will be limited and it is requested that you contact 0191 375 2123 between 9 am 5 pm Monday to Friday. Durham Constabulary is looking to appoint permanent and casual Call Handlers to work at the Communications Centre at our NEW Police Headquarters, Aykley Heads, Durham. This is a great opportunity to join a successful team who are forward thinking and highly motivated. Durham Constabulary Communications Branch has a high performance culture based on continuous improvement, innovation and exceptional customer focus. As a Call Handler within Durham Constabulary Communications Branch you will have the opportunity for career progression within the Communications Department. As a 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. You will obtain 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. Good interpersonal and customer service 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. Both permanent and casual staff will be required to 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 3 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. 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. The ability to work and make decisions under pressure is also essential. Permanent staff will be expected to work a range of day and late shifts as per the targeted hours shift pattern (See section 14 of the Terms and Conditions). Casual staff will be expected to work similar shifts ranging from 4 to 11 hours duration as cover for staff abstractions (no guarantee can be given as to the amount of hours available or when). Thereafter, Casual staff will receive up to 4 training days per year to maintain occupational competence. 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. Please refer to Section 18 on the attached Conditions of Appointment document for specific details with regards to vetting eligibility requirements. Durham Constabulary offers a minimum of 26 days annual leave (calculated pro-rata for Casual staff), 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 GCSE s including English Language or Literature and Mathematics (Grade A B or C) or an approved equivalent. An individual who possesses an equivalent e.g. NVQ must provide evidence of Math s and English. Further information regarding the relevancy of equivalent qualifications is available from the OfQual website at http://ofqual.gov.uk/help-and-advice/comparingqualifications/
The selection process thereafter will include a series of aptitude tests and an interview. Closing date: The submission deadline for applications is 5pm on Monday 29 th June 2015. Once we have received a sufficient number of applications prior to the above date 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.
DURHAM CONSTABULARY JOB DESCRIPTION JOB TITLE: DEPARTMENT: Call Handlers Communications SCALE: Scale 3 RESPONSIBLE TO: JOB PURPOSE: Communications Centre 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 Communications Centre 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. 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 Communications Centre Supervision to deal with calls to the switchboard. 9. Respond to callers in a clam, 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. (June 2015)
DURHAM CONSTABULARY PERSON SPECIFICATION JOB TITLE: DEPARTMENT: Call Handlers Communications Department EMPLOYEE THE SUCCESSFUL APPLICANT SHOULD HAVE THE FOLLOWING: ASSESSMENT CRITERIA Educational Attainment/ Professional Qualifications a) Applicants must have 4 O levels/ GCSE s including English Language or Literature and Mathematics (Grade A, B, or C) or a recognised equivalent qualification. b) An individual who possesses an equivalent e.g. NVQ must provide evidence of Math s and English. Further information regarding the relevancy of equivalent qualifications is available from the OfQual website at http://ofqual.gov.uk/helpand-advice/comparingqualifications/ Work Experience c) At least 1 year s previous customer service experience. Knowledge/Skills/ Aptitudes d) Good interpersonal skills.
e) Enhanced literacy skills, e.g. composing either original memos, letters or short reports on a regular basis, statement writing f) Enhanced computer/keyboard skills e.g. use of database systems where accuracy is essential but speed is not a key demand. g) Basic numerical skills. h) Ability to attain relevant information and relay concise messages accurately. Sift/Test/ Interview Disposition Able to:- i) Communicate with people at all levels demonstrating effective listening, self confidence and assertiveness. j) Work under pressure and remain calm. k) Prioritise work and meet deadlines. l) Work alone as well as part of a team. m) Accept responsibility for own tasks. Special Requirements n) To be of the highest integrity. / Vetting o) To be committed to
the principles of equal opportunities. p) Able to attend work related training courses. q) Work unsocial hours and be prepared to work additional hours. Interview Interview
DURHAM CONSTABULARY CONDITIONS OF APPOINTMENT CALL HANDLER - PERMANENT 1. SALARY Annual salary will be in accordance with Durham Scale 3 of the Police Staff Council:- 17,763 18,933, with shift allowance and weekend allowances that can equate to a salary of 23,270 to 24,802 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. During these pre-employment checks the Constabulary requests sickness details from your previous employer(s). Following screening the successful candidate may be required to attend for a medical appointment. 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. 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, 1996. 6. 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. 7. TRAINING 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 needs will be met within the organisation, but he/she may be required to attend job related short courses. 8. 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. 9. 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. 10. 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. 11. 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. 12. ACCOMMODATION / LOCATION OF POSTS These posts are based at Force HQ. This location will be your normal place of work for the purpose of excess mileage or other such claims. However, the Force reserves the right to require you, on a temporary basis, to carry out any other duties or move to any other post appropriate to your grade, at any location within Durham Constabulary as business requirements indicate. Excess travelling will be paid. If you are required to move on a permanent basis, you will be required to do so only after a reasonable period of consultation and notice, which will take into account your reasonable personal requirements. Any additional reasonable travelling expenses which may incur as a result of any change of your place of work will be met by the Chief Constable as per current Force Policy. 13. EQUAL OPPORTUNITIES POLICY Durham Constabulary requires a respect for diversity encourages and is committed to the principles of Equal Opportunities. 14. WORKING HOURS Staff will be expected to work a range of day and late shifts as per the below shift pattern WEEK 1 MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY RD RD 0900-2000 0900-2000 0900- RD RD 1900 WEEK2 1600-0100 1600-0100 1600-0100 RD RD 0900-1900 0900-2000 WEEK 3 0900-2000 0900-2000 RD RD 1700-0245 1630-0245 1700-0200 WEEK 4 RD RD RD 1600-0100 1700-0245 1630-0245 RD
15. 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. 16. JOB SHARE This post is considered suitable for job share 17. TRAVELLING EXPENSES Expenses will not be paid for any part of the recruitment procedures. 18. OTHER CONDITIONS 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 Information Assurance Manager. 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. 21. SMOKING POLICY Durham Constabulary operates a No Smoking policy. 21. CLOSING DATE
Applications must be received by the closing date of 5 p.m. Monday 29 th June 2015. Once we have received a sufficient number of applications prior to the above date 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. 22. GENERAL Applications will not be acknowledged, and if you do not hear from us within six weeks you can assume that you have been unsuccessful. Should this be the case we would like to thank you for your interest in this post. 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. Assessment and Interviews are planned for mid late July 2015. 23. 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. This post will be filled as soon as practicable.