Local Complaint Handling Support Officer

2 months ago

Daventry, United Kingdom Northamptonshire Police Full time

Role type- Police Staff- Contract duration- Permanent- Contract type- Full Time- Department- Professional Standards- Location- Daventry, Police Station - NN11 4BS, Northampton, Force Headquarters - NN4 0JQ- Grade/scale- Staff - Scale 5- Salary
- £25,758
- Hours per week- 37- Closing date*
- 16/08/2023, 23:55
- Job description**JOB TITLE**:Complaint Support Officer

**SCALE**:Scale 5

**SUPERVISION AND CONTROL**:Business Manager within PSD

**PLACE OF WORK**: PSD, FHQ

**HOURS OF WORK**:37 hours per week.

**PURPOSE OF THE ROLE**:
To assist Northamptonshire Police and the Professional Standards Department to ensure expressions of dissatisfaction from members of the public, where suitable, are resolved locally in accordance with the legislation and the Force visions and values.

To assist Northamptonshire Police with training and equipping supervisors with the skills required for resolving or service recovering expressions of dissatisfaction from members of the public.

To provide support to the PSD Business Manager and investigation team with enquiries and research for complaints and conduct matters.

To provide support to the Senior Management Team within PSD.

To be the single point of contact for Independent Investigations completed by the Independent Office of Police Conduct (IOPC).

**MAIN RESPONSIBILITIES**:
1. To be a point of contact for advice and support on complaints that are suitable for resolving at a local level; sharing learning and providing advice on the reflective practise process, which have been recorded and allocated out of the department to Chief Inspectors or Police Staff Managers, and the Countywide Complaints Team.

2. Quality check Resolutions completed outside of PSD to ensure the legislative process has been adhered to.

3. Deliver and assist with non-PSD departmental training for supervisors in relation to Local Handling of complaints and conduct matters, and processes.

4. To conduct a review and scoping work of new complaints for the Business Manager, so an assessment can be made on the severity of the issues raised.

5. To provide support to Investigating Officers within PSD by gathering evidence, conducting enquiries and reviews in order to support complaint and conduct investigations.

6. To support PSD SMT with formulating responses to complainants.

7. Contributing to the accessibility and engagement agenda.

8. To support organisational learning by identifying trends and individual cases that can embed learning. Working with PSD SMT and Corporate Communications Department to ensure this learning is shared via The Standard.

9. To support the Business Manager with the College of Policing Barred and Advisory List submissions.

10. To support the department with producing Transparency information for the Force Website and reviewing the information held on the PSD Intranet site.

11. To be the single point of contact to the IOPC for Independent Investigations, providing support with obtaining, gathering information as requested.

**NOTE**:
The job description reflects the major tasks to be carried out by the post holder and identifies a level of responsibility at which the post holder will be required to work. In the interests of effective working any major tasks may be reviewed from time to time to reflect the changing needs and circumstances. Such reviews and other consequential changes will be carried out in consultation with the post holder. The post holder will also be required to carry out such other duties, as may be within the general scope of the post.

**PERSON SPECIFICATION**

**LOCAL COMPLAINT HANDLING SUPPORT OFFICER**

**ESSENTIAL CRITERIA**:
1. Excellent communication skills both written and verbal in respect of listening, providing concise information both written and verbal. Experience of communication with a diverse group of individuals.

2. The ability to negotiate and mediate with complainants, or previous experience within this area.

3. The ability to digest and put into practice legislation and regulations/employment legislation relevant to complaints against members of the Police service.

4. Proven problem-solving and researching skills.

5. The ability to work on own initiative and with self-motivation.

6. To understand the importance of delivering a service which is a citizen focused professional Police service to the communities of Northamptonshire.

7. Thorough understanding of diversity and equality issues especially how these barriers may impact on dealing with complainants from members minority groups against the police

8. The ability to deliver performance against set targets and working to deadlines.

9. Full driving licence.

10. Good presentation skills and experience in delivering training.

11. Good IT skills with experience of using databases and Microsoft Word to produce reports and correspondence.

**DESIRABLE CRITERIA**:
1. To have some knowledge of the Police Reform Act, Independent Office of Police Conduct guidance, and complaint

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