Triage/ Switchboard

We are currently recruiting for Triage/Switchboard Operatives to work for Devon and Cornwall Constabulary. These roles will be based at either Crownhill in Plymouth or Middlemoor in Exeter.

This is a temporary ongoing role working a shift pattern. Rate of pay is reflected in the shifts that you work

Monday to Friday hours = £12.74 (inc of shift allowance)

Sat & Sun hours = £18.40 (inclusive of shift allowance)

**PRINCIPAL RESPONSIBILITY**

To be the first point of contact for 101 calls into the Force Contact Centre, from the public, police officers and partner agencies who require policing services, to triage these calls in accordance with threat, risk and harm and to transfer to the most appropriate resource to deal or pass advice and signpost to the most appropriate agency.
- Provide information, advice and guidance to queries from members of public and other agencies at first point of contact on switchboard, identifying how to direct their call including signposting to other agencies where appropriate.
- Accurately record reports of incidents or information as appropriate
- Demonstrate a flexible approach to the working day environment due to dynamic demand of the Department
- Using National Decision Model (NDM) and Threat, Harm, Risk, Investigation, Vulnerability, Engagement (THRIVE) to assess threat, risk and harm
- Carry out accurate dynamic risk assessments for every contact received
- Deal appropriately with callers who may be emotional, distressed, vulnerable, drunk, suicidal or in crisis and deciding on the right course of action
- Comply with the Standards of Professional Behaviour, demonstrating the highest standards of professionalism, respect and appropriate level of conduct (Code of Ethics)
- Managing, sharing and viewing of business and/or sensitive data in accordance with Data Protection Act 2018 and General Data Protection Regulations 2018 and Force Policy
- Undertake shift work covering 0645-2400, 7 days a week

This list of duties is not restrictive or exhaustive and the post-holder may be required to carry out duties from time to time that are either commensurate with/or lower than the grade of the post. In some posts this might include the ad-hoc provision of guidance and informal training of new colleagues

In addition, there are functions intrinsic to this role. An employer's duty of care and current legislation allows the Force to establish if a potential applicant could carry this out, either with or without reasonable adjustments. These functions are:

- Working at Night
- Working with Disturbing Evidence of Disturbing Circumstances
- Working with Vulnerable People
- Working in an Environment with potential for conflict, Violence(verbal/Physical) etc.

To assist in ensuring applicants would be able to undertake this function of the role, a medical assessment via a questionnaire will be undertaken and may subsequently require a consultation with the Occupational Health Support Unit.

ESSENTIAL CAPABILITIES & EXPERIENCE
- Excellent keyboard skills
- Excellent oral, listening and written communication skills
- Ability to capture critical information and record it accurately
- Demonstrable analytical and critical thinking skills
- Excellent customer service skills
- Good decision-making skills
- Ability to adapt to change
- Demonstrable experience of working as part of a team

Essential Behavioural Competencies
- We are emotionally aware
- We take ownership
- We are collaborative
- We deliver support and inspire
- We analyse critically
- We are innovative and open-minded

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.

To speak to a recruitment expert please contact Lynette crisp