Witness Care Officer / Admin - Business Support

at  Triumph Consultants Ltd

QUALIFICATIONS:

• Good standard of education with a minimum of 4 GCSEs grades A-C/9-4 or equivalent including Numeracy and Literacy.

EXPERIENCE:

• Experience of prioritising workloads after assessing individual need and organisational risk, managing own workload and working to non-negotiable target.
• Previous experience of working in a customer service environment or in a role requiring direct contact with customers.
• Proven experience of using MS Office (including Word & Excel) and ability to learn new IT systems. Proven ability to input, update and retrieve system information.
• Knowledge / experience of the Criminal Justice System and/or willingness to gain understanding of relevant Government initiatives i.e. Vulnerable and Intimidated Witness, Narrowing the Justice Gap, and of partnership and/or multi agency working and GDPR / MOPI.
• Understanding or willingness to learn and apply the following: Victim Code of Practice, Witness Charter and the Police Witness Protocol.
• Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.

SKILLS & ABILITIES:

• Ability to communicate calmly and effectively with a wide range of internal/external customers and partner agencies in stressful and pressurised situations.
• Ability to negotiate/influence anxious, distressed or angry customers.
• Ability to work on own initiative, manage own workload and work to non-negotiable deadlines whilst making decisions within agreed guidelines.
• Ability to work effectively as part of a team with excellent problem-solving skills.
• Resilient, reliable and able to cope in a pressured environment with the ability to remain calm and accurate in a variety of situations.
• Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
  *Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
  NVPPV Level 2 vetting
  SC Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF pleas

Key responsibilities:

• Act as single point of contact for an allocated caseload of victims and witnesses throughout the lifetime of the court case. Take responsibility for decisions around the method and frequency of contact and appropriate referral to partner agencies in line with the Victim’s Code, Witness Charter and the General Data Protection Regulations (GDPR).
• Conduct a tailored needs assessment with each victim and witness, managing their individual needs and expectations to identify special measures that may include; arranging Live Links between Police Stations, Courts, Council Offices and overseas secure locations. Manage financial requirements with the CPS for authorisation to arrange and book appropriate transport and accommodation to allow witnesses to give evidence and increase confidence in the Criminal Justice system.
• Collaborate with support agencies including the Witness Service (regarding pre-trial visits /support at court), Victim First Hub, specialist staff (IDVAs / ISVAs), other victim care partners and Police Officers to ensure bespoke support and safeguarding plans are developed and implemented for victims and witnesses before, during and post-trial, to enable evidence is given.
• Work with victims during and after the court process. Proactively undertake detailed conversations with Victims in ‘Guilty Plea’ cases about Restorative Justice (RJ) to identify suitability for this service. Complete quality referrals to Thames Valley Restorative Justice Service (TVRJS) as required, to provide quality outcomes for victims and reduce re-offending.
• Utilise relevant computer systems to record / update victim and witness information to ensure effective communication is maintained with relevant CJ agencies throughout court cases. Update Officer’s duties on DMS when required.
• Liaise with CPS Lawyers, Administration teams, Case Progression Officers, Police Officers, Police Staff and Court Listing staff regarding victim and witness issues and difficulties. Ensure effective case progression takes place and, where appropriate, issues are escalated quickly and efficiently.
• Provide advice and support to investigating Officers / staff regarding victim and witness care, including special measures, intermediaries, Victim Code and witness Charter compliance