Public Contact Officer

3 weeks ago

Birmingham, United Kingdom West Midlands Police Full time

You will work as part of a public enquiry team in a Public Contact Office environment and provide a professional response to all contact for service. This is an opportunity to have a real impact on those in need and help your community to get the best out of our service to the public by delivering a quality service, developing trust and confidence and providing reassurance with local communities

**Main Responsibilities**
- To use professional judgement on all requests for service in accordance with the National Decision Model (NDM) resolving issues where appropriate by means of First Contact Resolution
- To be able to identify and manage risk when assessing and grading incidents for service to enable the safe and effective allocation of appropriate police resources in line with WMP Graded Response Policy.
- Question effectively to obtain information and record details with a high level of accuracy and manage public expectation in relation to service delivery in a professional and courteous manner
- Deal with and notify appropriate management level of any issues pertaining to threat, vulnerability, risk and harm requiring emergency response and or affect service delivery and performance
- Create, update and disseminate appropriately incident logs using the Command and Control IT system, ensuring the inclusion of relevant information/intelligence
- Manage the bail reporting process and respond to any breach of conditions witnessing signatures of persons on bail or direct to relevant department
- Other duties may include:

- Attending court to give evidence
- Undertake safe/drug handling procedures
- Take and process reports for road traffic collisions, vehicle document production, and other reported traffic incidents, make enquiries and produce necessary reports, report person(s) for any offences disclosed
- Take and process vehicle seizure notices
- Receive, return and release found property and other property including cash, completing lost property records. Arrange receipt of surrendered firearms/ammunition

**Essential Skills-**
- Effective communication skills, with an enquiring, professional, empathetic, reassuring approach
- Experienced in handling and challenging members of the public, without direct supervision but be confident in seeking advice where necessary.
- Ability to transcribe and accurately record information in a timely manner

**Hours**:
**Lloyd House - **2 x Early, 2 x Late, 2 x Night, 4 x Rest Day (Shift Allowance - 20% + 14.29% Weekend)
**Bournville/Wolverhampton**:

- Hours - Shift Pattern - 3x early, 3x late, 3x rest day (Shift Allowance - 14%+14.41% Weekend)

**Vetting - **Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

**Medical - **Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.
- “Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities”_

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