Contact Resolution Officer

Job Description

We are currently recruiting for Contact Resolution Officers for Merseyside Police and these roles will be based at Bootle at their hub.These roles will be a permanent contract with Merseyside Police and will involve working a shift pattern.JOB PURPOSE: To provide the public who contact Merseyside Police with a risk assessed and integrated contact and crime service in response to requests for assistance.To seek all opportunities to resolve victim / informant issues appropriately, ethicallyand professionally at or near as possible to the first point of contact or provide the informant with a clear understanding of how Merseyside Police intends to progress their issue(s).PRINCIPAL ACCOUNTABILITIES:

• To receive, manage and risk-assess incoming emergency (999) and non-emergency contact and multi-media digital information into Merseyside Police to ensure that contact received is dealt with in an efficient and effective manner ensuring force and publicexpectations are achieved.
• Utilise all forms of communication systems in use by the force for customer contact, - reporting incidents and crime, - requesting assistance or information from the public, internal and external customers, other emergency services, police staff and officersto ensure a professional and efficient service
• Apply the National Decision Making Model (NDMM) and THRIVE by using questioning, listening and investigation skills to prioritise, determine and risk assess the needs of the caller / victim.
• Determine and help implement an appropriate and prioritised police response based on the identified threat, harm, risk and vulnerability, related to the victim, offender or location referred to in the contact, in line with the Call Grade and Response Policy
• Maximise the opportunity to undertake primary investigation of calls and requests for assistance. To enable first point resolution of enquiries, incidents and crimes thereby minimising the occasions where police resources are unnecessarily deployed. Ensuringa professional and high-quality service safeguarding a victim centredapproach.
• Complete Niche crime reports and speak to victims ensuring all details are accurately recorded and provide reassurance and inform victims what will happen next to ensure that victim satisfaction is at the heart of the management of every incident.
• Operate, input and update systems as required: Storm, Niche, PNC, Email and other force systems as appropriate in accordance with National Standards of Incident Recording (NSIR), National Crime Recording Standards (NCRS) and appropriate force policies andprocedures to ensure information is recorded accurately in line with National Standards.
• Management of the crime and incident occurrence process through initial recording and evaluation / allocation / and primary investigation. Ensure victims of crime are contacted as necessary and appropriate actions are completed within defined time limits.
• Where appropriate allocate crime / non-crime occurrences to the relevant officers for secondary investigation to ensure resources are maximized effectively
• To ensure incidents are managed in accordance with NSIR, NCRS and relevant force policies to ensure National Standards are achieved and force policies complied with.

KNOWLEDGE AND EXPERIENCE:

• Knowledge and understanding of force telephony and contact management systems to be able to receive and manage contact.
• A good understanding of the Call Grade and Response Policy to ensure force policy is adhered to.
• A good understanding of the NDMM, NSIR and NCRS and force policies and procedures including Business Continuity Planning requirements to ensure incidents and crimes are recorded correctly and to ensure compliance with force policies.
• To be computer literate with an ability to demonstrate use of force IT systems necessary to perform day to day duties.
• Excellent communication skills notably listening and questioning skills and the ability to make sound decisions based on information received to gather and disseminate information accurately to ensure an effective response.
• Experience of dealing with members of the public, especially being able to reassure victims in an empathetic manner to ensure victims are dealt with professionally and provided with reassurance throughout.
• Experience of working in a customer service environment and dealing with
• people through a range of communication methods to ensure callers/ victims
• are spoken and dealt with in a professional manner.
• Able to display resilience and planning and organisational skills, to meet
• demand in an environment working to strict timescales to ensure service delivery.
• A commitment to delivering an excellent customer service to ensure a professional response and increase public confidence and satisfaction.
• Knowledge of force crime recording system to ensure crimes and incidents are recorded on Niche for appropriate action and tasking.
• Working knowledge of Home Office Counting Rules to ensure crime is recorded and managed accurately.
• Be able to input a crime on relevant force system (Niche) to ensure effective recording, allocation and finalisation of crime.
• Understanding of law and an ability to interpret legislation in order that crime related information is recorded accurately and in accordance with the Home Office Counting Rules, National Crime Recording Standards, Force Audit Policy, and its implications.
• Be aware of Official Secrets Act & Data Protection Act and consequences involved in revealing information to ensure information is used appropriately and lawfully.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy

Keyskills :
call handler