Transferee - Contact and Deployment PC
Division / Department - Contact and Control
Status - Full Time
Contract Type - Permanent
Rank - Police Constable
Location - Surrey Police Headquarters, Guildford
In line with the published Posting and Tenure guidance, operational requirements will always be considered prior to confirming posting dates to successful applicants.
The RoleC&D PCs will be trained and responsible for both call handling and dispatching.
They will be responding to all emergency and non-urgent communications in order to support Surrey Police identify risk, protect the public and detect crime whilst ensuring excellent customer service.
They will be assessing all contact and using their operational experience to ensure the best use of Surrey Police resources, through appropriate grading of incidents and referral to other departments and agencies as required.
The C&D PCs will be required to compile and update crime reports from members of the public and manage expectations as required.
Officers will be responsible for the appropriate and timely deployment of resources to emergency and non-emergency incidents to ensure the public receive an appropriate and effective response.
Within dispatching, the C&D PCs will be required to provide an outstanding quality of service to all stakeholders, drawing upon their operational experience to ensure the best use of resources and be responsible for operating the Force’s radio systems and managing both emergency and non-emergency incidents.
The C&D PCs would be expected to maintain operational competence and carry out regular shifts in an operational capacity including being a force resource for planned operations.
Key ResponsibilitiesTo receive both emergency and non-emergency contacts from the public, identifying risks and caller needs through effective questioning and call control, assessing available options and deciding on the most appropriate course of action to be taken.
To ensure all members of the public contacting Surrey Police are offered appropriate advice and support and are made fully aware of what action will be taken in line with Surrey Police policies and procedures.
To compile reports based on the details provided by the customer, identifying any vulnerability issues, repeat victims or risks. To identify potential witnesses, solvability factors and evidence that may need to be preserved, gaining intelligence for future investigations.
To record and use information on the Force Information Systems in a timely and accurate manner and in compliance with Force policy, to maximise call resolution and ensure information is passed to callers as appropriate.
To undertake any current or new administrative duties associated with the effective operation of Contact & Deployment, as directed by a supervisor.
To coach/mentor, if required, new personnel in Contact & Deployment in all aspects of the role, whilst updating and maintaining accurate records evidencing both capability and/or development needs.
Responsible for operating the Force’s radio system, monitoring and managing talk groups and ensuring appropriate and accurate management of incidents.
To risk assess, prioritise, manage, monitor and review all relevant CAD events, accurately recording and updating appropriate information.
To ensure that incidents are responded to within the Force’s published response times, directing and coordinating resources in a timely manner, bringing any non-compliance to the attention of a supervisor.
To take responsibility for assigned talk-groups, including shared groups (e.g. those shared with Highways) ensuring that police units are properly dispatched and informed according to the needs of the situation and location.
To direct and coordinate appropriate resources taking into consideration such factors such as public and officer safety.
To provide advice and guidance to operational police officers and staff on legislation, policies and procedures.
To arrange for and coordinate any requests for additional or specialist personnel to attend incident scenes or conduct required enquiries.
To maintain operational competence by carrying out refresher training and regular operational shifts and to be deployable as a force resource for planned operations.
It is expected that all applicants meet the essential criteria to be eligible for appointment.
QUALIFICATIONS:
- Applicants must have been confirmed as a Police Constable, completed their probationary period and be able to demonstrate a sound knowledge of basic policing skills.
- To be able to work a shift pattern covering 24/7/365.
- A good working knowledge of Airwave
KNOWLEDGE, SKILLS & EXPERIENCE:
- Relevant and demonstrable experience of working as an operational police constable, preferably in a fast paced environment, giving suitable exposure to a wide range of policing incidents.
- A good working knowledge of SmartSTORM
- Excellent verbal and written communication skills with the ability to communicate appropriately with all levels of the command structure.
- A good working knowledge of PNC.
- The ability to prioritise tasks and incidents, using the National Decision Model, adapting to changing threats and priorities, often in a fast paced environment.
- Excellent knowledge of law, force policy and procedures
- The ability to work and perform effectively under pressure whilst remaining calm and working to tight deadlines in a highly demanding environment.
- The ability to demonstrate high levels of customer care and effectively manage customer expectations.
- A good working knowledge of Niche.
For further information please contact Mel Sefton Melanie.Sefton@surrey.police.uk or CDTransformationProject@surrey.police.uk
Diversity StatementWe are only as good as our people. It's important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach, and the skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.
We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of Disability Confident, hold Race Equality Matters Trailblazer status, are a signatory of the Race at Work Charter and are aligned with the Armed Forces Covenant and the HeForShe movement.
We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities. For more information, you can read our full anti-racism statement here.
We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.
Please use the following links to find out more on Equality, Diversity and Inclusion at Surrey Police and Sussex Police
Additional InformationIt is really important that you inform and seek support from your line manager of your intention to submit an application for this role as this allows for sufficient resource planning. Failure to inform your line manager may result in a delay in a release dates being agreed.
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
- vacancies in collaborated units are available to all officers and staff across both Forces
- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally
- if the vacancy is advertised externally and an officer or member of staff from the other Force is successful it will result in a transfer of employment
The job holder will be communicating with members of the public, external agencies and police officers and staff. They are expected to manage expectations of members of the public, around level of response and/or investigation.
Excellent communication skills are needed to influence and persuade members of the public, for instance defusing a heated situation, controlling the caller to get the information required, giving instruction around safety etc.
The role requires being able to communicate to all internal and external stakeholders in a fast-paced, dynamic environment.
The job holder will need to be able to adapt and be flexible to the unpredictable demand that is incoming, ensuring priority is given to emergencies and ensuring that all customers receive a timely, efficient and appropriate service.
The contacts received can be traumatic and distressing, for example suicidal calls, fatal road traffic collisions and disclosure of sexual offences. The job holder will need to be able to respond to these calmly and control the way in which their emotions are expressed. The job holders will also have to manage the dispatching of officers to these incidents and associated stresses that managing incidents of this type can bring.
When dispatching, the job holders will have to prioritize the most serious incidents to attend and
regularly risk assess incidents in line with the National Decision Making Model (NDM). Several incidents often require attention at the same time, so the ability to prioritise between them is essential.
In Contact the role holder will be responsible for applying the NDM and THRIVE, as well as their policing knowledge, to decide if a call for service can be resolved at source or further action is required. The role holder will then decide the urgency of the required response by correctly applying an appropriate grading. The role holder will be able to discuss decisions in the first instance with a Contact Supervisor if required.
In Deployment the role holder will be deciding appropriate resourcing for incidents, keeping officer safety as a priority. The role holder will be risk assessing and monitoring incidents, escalating when necessary. The role holder will decide on the priority order for attendance of pending incidents, based on that risk assessment..
This role impacts significantly on the whole Force.
The role is the front line of the force where all initial contact is responded to and the first impression that is created of Surrey Police, be that in contact or dispatch.
The post holder should note that some or all the duties and responsibilities detailed in this Job Profile require compliance with nationally agreed operating rules for accessing PNC and other information systems.
• PNC Code of Connections Volume 1 (Version 2.1)
• GDPR 2016 (General Data Protection Regulation)
• Computer Misuse Act 1990
• Official Secrets Act 1989
Everyone working in a police environment will be vetted to the requisite level in keeping with the National Vetting Codes of Practice.
This role may involve travel to meetings and locations within and beyond the counties of Surrey and/or Sussex for which public transport may not be suitable. Therefore, the post-holder must have access to transport and be insured for business use. Where the transport involves the driving of police vehicles, you must have a full driving licence and the ability to attain a Force Police Driving Permit.
Attachments