Emergency Control Room Communications Officer

at  Warwickshire Police

Role type
Police Staff
Contract Type
Permanent
Department
Operations
Location
Warwick
Is this a Politically Restricted role?
No
Grade/scale

OFFSCALE

Grade/scale
offscale
Please note, if this is a paid role and the role is part time then the salary quoted will be pro rata based on the hours worked per annum.
This/These post(s) attract allowances
Shift Allowance, Weekend Working Allowance
Weekend Working Allowance
14.16%
Shift percentage
20%
Shift Pattern
Copy of 4 on 4 off Full Time - 37 Hrs - 8 wks (1).xls – 42KB Opens in a new window
Converted File Copy of 4 on 4 off Full Time - 37 Hrs - 8 wks (1).pdf – 53KB Opens in a new window
Hours per week
37
Competency and value framework (CVF) level?
1
Closing date
31/08/2024, 12:00

Job description

• Please note - previous applicants who have been unsuccessful at interview stage are not eligible to apply again within 6 months

EMERGENCY CONTROL ROOM COMMUNICATIONS OFFICER

Serving an estimated population of nearly 600,000 people, Warwickshire Police receives over 90,000 emergency calls per year, in addition to many more non-emergency calls for service.
Working as part of our Emergency Force Control Room as a Communications Officer is a varied and diverse role, with no two calls received being the same.
If you are calm under pressure, able to gather information quickly, and offer a voice of comfort in the difficult moments of people’s lives, then Warwickshire Needs You.
Join us in helping protect our communities from harm – we’re recruiting throughout the year and we are now open for applications, looking for our next new colleague!
There is no closing date for this post as applications will be reviewed regularly and candidates updated accordingly.
The main purpose of the role is to receive, record and assess emergency and non-emergency requests for policing services and provide resolution where appropriate.
To manage and control the deployment of policing resources in line with Deployment Principles, Force Policy, working practices and service standards within Warwickshire Police.

KNOWLEDGE:

5 GCSEs at Grade A-C (or equivalent) including English Language
Level 3 or equivalent Customer Services qualification

EXPERIENCE:

Working as part of a team in a contact centre environment
Developing effective customer service to internal and external customers
Working in a pressured environment, prioritising a high and varied workloads
Dealing with difficult conversations and challenging situations

KEY SKILLS:

Accurate data entry skills, with attention to detail
Typing speed minimum of 35 words per minute.
Proficient in the use of IT systems including Microsoft Office packages
Proven ability to gather and collate information using appropriate questioning techniques
Proven ability to communicate verbally and in writing with a wide range of people
Ability to analyse, review and present information in various formats
Good organisation, time management, administration and co-ordination skills
Ability to be assertive and remain calm under pressure
Ability to coach new colleagues
Have empathy and be an active listener,
Have good risk assessment, problem-solving and decision-making skills

WHY WORK FOR WARWICKSHIRE POLICE?

Warwickshire Police has gained a reputation as a pioneering and innovative force, responsible for policing a large diverse, multi-cultural population.
If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety and the chance to broaden your experience, then Warwickshire Police is the force for you.

To receive and record as appropriate requests for service and maintain accurate contact / incident records on Force systems, resolving at first point of contact where necessary.
To make an initial assessment of the threat, risk, harm and vulnerability of the service request, to grade within Force guidelines / National Standards utilising intelligence information, and find a suitable resolution route at the first point of contact in order to support community safety and Force crime reduction objectives.
To complete crime reports in full where there are no further lines of enquiry or partial completion when further investigation is required.
To review, assess and update IT records and intelligence systems in accordance with Force policy, Management of Police Information (MoPI) and national guidelines.
To provide timely updates to victims and witnesses and, if the initial response times are unable to be met, update and inform them about the next steps.
To maintain standards for security of information in accordance with Force guidelines, National Standards and UK legislation.
To communicate accurate information to external organisations whilst maintaining standards of security of information in accordance with Force guidelines, National Standards and UK legislation.
To provide tutoring support to new OCC staff, in conjunction with the OCC Supervisor, during their probationary period.
To maintain and continuously develop a working knowledge of emergency and non-emergency working practices and escalate issues affecting service delivery as necessary.
To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
In addition to the Grade C level responsibilities outlined above, the post holder will undertake the following to progress to Grade D, subject to successful completion of a 12 month probationary period at Grade C a portfolio of evidence demonstrating the required skills and competencies within the in-house learning modules