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Local Complaint Handling Support Officer

2 months ago

Northampton, United Kingdom Northamptonshire Police Full time

Role type- Police Staff- Contract duration- Permanent- Contract type- Full Time- Department- Professional Standards- Location- Northampton, Force Headquarters - NN4 0JQ- Grade/scale- Staff - Scale 5- Salary
- £25,758
- Hours per week- 37- Closing date
- 13/07/2023, 23:55
- Job description**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.

**Why work for **Us**?**

Northamptonshire Police, Fire and Crime Commissioner has gained a reputation as a pioneering and innovative organisation, responsible for protecting and serving a large diverse, multi-cultural population.

We are responsible for ensuring community needs are met effectively so, if you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety, and the chance to broaden your experience, then the above organisation is the right one for you.

**Equality, diversity, and inclusion**

We are committed to equality, diversity, and inclusion.

We are working hard to increase diversity and inclusion within the organisations where communities are under-represented, including those from Black, Asian, and Minority Ethnic communities, people of all ages, abilities, faiths, religions and gender, LGBTQ communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.

**Flexible working**

All requests for flexible working patterns will be considered and will be dependent on the role.

**Recruitment and Selection Policy**

Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.

Please be aware that the Office of the Police, Fire and Crime Commissioner and Northamptonshire Police are separate employers. Although Police internal vacancies are open to OPFCC staff and vice versa, if you are successful, the change of employer will require a longer o

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