Communications Officer (999 Call Handler)

Communications Officer (999 Call Handler)

Grade / Rank - Band D

Salary Range - £28,302 - £31,755

The Contact & Control Room is at the heart of Norfolk Constabulary providing telephone and digital public contact and deployment of police resources.

• Are you able to remain calm, productive, and professional under pressure?
• Can you multi-task whilst delivering an accurate high quality product?
• Are you positive and proactive, possessing the desire to provide excellent customer service?
• Are you able to communicate clearly and concisely with people who are distressed or have language challenges?
• Are you innovative, resilient, and able to adapt to change?
• Do you have excellent verbal and written communication skills?
• Do you consider yourself to be a team player who works hard and respects others?
• Do you have what it takes to work in a high-pressure environment?

If you do, then please read on…

Applications are invited for the above post at OCC Wymondham with initial training taking place at Dereham. We operate 24 hours per day 7 days a week so applicants will need to be flexible, and work shifts as required (including some Bank Holidays).

We are holding a webinar on Monday 8 April, 18:00-19:15 to offer more information about what the role entails. If you would like to attend, please email CCRRecruitmentNorfolk@norfolk.police.uk. Please do not send your completed application and monitoring form to this email address.

Completed application and monitoring form should be emailed to internalandstaffrecruitment@norfolk.police.uk

Shortlisted applicants will be invited to a Recruitment and Assessment Centre on Saturday 20th April 2024 at Hethersett Old Hall, Hethersett, Norfolk. Successful candidates will then be invited to an interview on 23rd, 29th, or 30th April 2024.

If successful at interview, you will be required to complete training designed to prepare you for answering and risk assessing emergency calls and non-emergency calls, e-mails and other digital contacts. At a later date, you will be required to complete further training designed to teach you to be a radio controller, enabling you to identify and deploy police resources while adhering to strict command and control protocols.

Norfolk Constabulary serves a diverse community, and we are keen to develop a workforce that reflects this. Visible and non-visible minority ethnic groups, people with disabilities, lesbian, gay, bi-sexual, and transgender people are currently under-represented in our workplace and therefore we particularly encourage interest from people in these groups.

It is important to understand that although we are able to encourage individuals from under-represented groups to apply to join Norfolk Constabulary, all applications are strictly considered on merit, not ethnicity, gender or sexual orientation.

The above criteria are subject to reasonable adjustment in line with the definition of disability under the Equality Act 2010.

Main activities of the role:

• Dealing with incoming contact from Police Officers, Public and Partners within response guidelines
• Working with our internal/external customers to achieve an appropriate solution
• Recording all forms of contact in accordance with National Standards of Incident and Crime Recording
• Creating and maintaining accurate incident records
• Undertaking initial investigation into incidents/crimes to determine appropriate policing response
• Liaising with other Forces and external agencies
• Interrogating all Crime/Intelligence Systems available where appropriate to role
• Gathering intelligence to meet the Policing Plan
• Flagging information to relevant departments or Officer in charge of Operation
• Providing flexible working hours/overtime/on call as required on a rotating shift basis
• Complete administrative tasks relevant to the role

Contact Role

• Risk assessing and grading calls for appropriate Policing response

Control Role

• Assessing graded response and complying with procedure and policy, deploying resources and controlling operational activity
• Applying correct radio procedures
• Any other duties that are commensurate with the role and grade as may be requested by management

It is essential that applicants meet the following criteria:

• Good numeracy and literacy skills
• Excellent communication skills with an ability to retain a clear, professional approach with the public and staff at all levels
• Demonstrate an ability to work under pressure
• Good problem-solving skills
• Demonstrate an ability to work effectively as part of a team
• Ability to type 30 wpm
• Working knowledge of the Microsoft Office Suite and an aptitude to learn other computerised systems

It is desirable that applicants meet the following criteria:

• Previous experience in a customer service call-centre environment

Special conditions/Points to note

• The initial 6-week training period will be worked on an 0800-1600 hrs basis and will not accrue shift or weekend working enhancements. It will take place in Dereham.
• Whilst the role is normally based at Wymondham, you may be required to work at other establishments within Norfolk Constabulary as may be reasonably required. Police Staff Conditions of Service will be adhered to in such instances
• All duties must be carried out in accordance with relevant Health and Safety legislation and good practice. A ‘No Smoking in the Workplace’ policy applies
• All duties must be carried out in a manner that supports the Constabulary’s commitment to equality and inclusion.
• The post holder will be required to wear the uniform provided in accordance with uniform standards

Hours of work are 37 per week on a rotating shift pattern which will include early and late shifts and weekend working, for which the appropriate allowance will be paid. This post is offered on a permanent basis.

Should you wish to apply please email internalandstaffrecruitment@norfolk.police.uk for an application pack.

Benefits

• 24 days holiday per year in addition to public holidays (rising to 29 days after five year’s service)
• Opportunities to work flexibly, subject to business needs
• Option of joining the local government pension scheme
• Option of joining the sports & social staff association and Unison and enjoying the benefits these provide
• Access to the Blue Light Card with 100s of discounts
• Paid-for training is available as is the opportunity to have mentoring, in a workplace where development is encouraged
• Access to an Employee Assistance Programme (EAP) A confidential service, available 365 days a year, 24/7, free of charge which can provide around the clock support and guidance to help you manage work and personal stressors, as well as support you through lifestyle changes
• Support Networks that provide information and opportunities to share experiences as well as offering advice and support to members
• A diverse, equal and inclusive workforce in an organisation that values its people
• And finally, but perhaps most importantly, the opportunity to make a difference to the communities of Norfolk and Suffolk

Job Types: Full-time, Permanent

Salary: £28,302.00-£31,755.00 per year

Benefits:

• Cycle to work scheme

Work Location: In person

Reference ID: L3404