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Initial Triage Supervisor

4 weeks ago

Lewes, United Kingdom Sussex Police Full time

Division / Department - Contact and Control
Grade - Grade 8
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £24,552 - £26,232
Working Hours - 37.0 Hours per Week
Politically Restricted - No

The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.

The Role

To effectively manage non-emergency contact received within the Initial Triage Desk, achieve operational effectiveness, ensure an appropriate and effective police response is delivered and manage public expectations.

Supervising a team of Initial Triage Officers, maximising performance within the FCCCD, ensuring that public service targets are met.

Lead, motivate and develop staff within the Initial Triage Desk, providing consistent delivery of information and standard working practices across your team.

Key Responsibilities

Responsibility for the overall performance of the Initial Triage Desk, ensuring that public service targets are met. Ensuring that calls not requiring a police response are signposted correctly and that other calls requiring a full THRIVE assessment receive this directly or are transferred to the relevant skill set.

To maintain a clear situational awareness of all emergency and non-emergency situations, through monitoring and responding to staff enquiries. Supporting, directing, guiding and advising staff accordingly.

Manage the Initial Triage Contact Officer annual leave/abstractions in line with policy, ensuring that any concerns are raised with the Team Managers/Resourcing Manager

The post holder will actively monitor their staff’s performance using a skills matrix. The post holder will sit with their staff on a regular basis, offering feedback and coaching at the time of the observation. The post holder will also conduct regular FOCUS meetings with their staff

Maintain own standards of professional practice by spending 40% of time dealing with contact (performing Initial Triage role). Ensure that knowledge of policies and procedures is current and relevant. Actively seek to identify potential training needs and collating existing gaps in knowledge. Ensure any new policies, information and briefing is disseminated to all staff.

Operate and have technical awareness of the wide variety of software and hardware, and telephony utilised across the Control Room. Ensure that the SMILE system is updated and that guidance material available to Initial Triage Officers is up to date and relevant. Deal with any faults reported

Work co-operatively with other Team Leaders to get things done, willingly giving help and support, providing specialist advice and knowledge to colleagues, partners and other individuals and agencies. The post holder will be expected to take action in the event of a full or partial Op Vacate being necessary and make arrangements for the transferal of both IT systems/telephony and staff

To recognise and deal with any welfare needs of staff, take prompt action to address unsatisfactory performance or attendance and deal with any grievances or disciplinary matters. The post holder will “dip test” incoming calls to ensure team members are allocating calls correctly and will provide constructive feedback to assist in the development of staff, ensuring that good practice is recognised.

To proactively engage in monitoring staff wellbeing and utilise measures to support staff across all roles. Their staff will hear updates from the informant, witness and victim, which may be distressing and require subsequent support.

Promote the Competency and Values Framework (CVF) and model its behaviours.

To undertake other duties appropriate to the grade and character of work as may be reasonably required, including specific duties of a similar or lesser graded post. This may include being trained as a trainer to support and develop colleagues.

Skills & Experience

Essential Operational experience across posts in the Force

Good verbal communication skills with the ability to listen to others.

Able to write concise reports or other documents

Able to use standard IT packages, systems and/or databases to fulfil role requirements

Able to breakdown problems into component parts and determine appropriate action

Work effectively in a team to achieve shared objectives, demonstrating an awareness of individual differences and providing support as required

Able to review own performance objectively and take steps to maintain and enhance competence and professional standards appropriate to the role

Able to appropriately prioritise and plan own work Able to proactively develop effective working relationships with colleagues, partners and other stakeholders

Ability to transfer Command and brief colleagues and sometime more senior officers/staff members

Able to take responsibility to deal with inappropriate behaviours

Able to motivate and inspire others to achieve their best Use negotiating skills and have the

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