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Initial Triage Officer

1 month ago

Lewes, East Sussex, United Kingdom Sussex Police Full time

Contact and Resolution Specialist

This role involves answering telephone calls to Sussex Police Switchboard promptly, in a helpful and courteous manner, and in accordance with public service targets.

Using the Engagement & Resolution flow chart, identify the appropriate action to resolve or determine the appropriate agency, or to determine whether the call is emergency/non-emergency related and to extend the call to the appropriate Contact Officer.

When receiving communications which are not emergencies and do not require police involvement, endeavour to resolve the enquiry or issue, without extending the call through to a Contact Officer.

This could include using the Call Resolution Guide to signpost to an appropriate agency or by recording updates on police systems to notify the staff member/officer.

When receiving communications that appear not to be a police matter, but are not listed within the Call Resolution Guide, have the confidence to use own initiative, applying professional judgement in signposting the caller to another agency/advising that it is not a police matter.

Assist in maintaining accurate switchboard database records by making enquiries and collating information.

Key Skills and Experience

Excellent verbal and written communication skills with the confidence to make decisions and deliver difficult messages.

Able to communicate difficult messages to the public effectively and sensitively. Able to use own initiative, using own professional judgement to give the right advice.

Good interpersonal skills to be able to influence and negotiate with both internal and external persons and deal courteously with enquiries.

The ability to work effectively as a member of a team.

The ability to implement a policing framework to make decisions with the ability to think laterally and be able to creatively resolve incidents.

Effective time management and prioritisation skills in order to ensure that their workload is managed to meet timescales.

Professional at all times and adhere to the Code of Ethics Demonstrate Personal Responsibility and the ability to work with minimal supervision.

Understanding of confidentiality and Data Protection/Freedom of Information issues.

Why Work with Sussex Police?

Policing is an exciting 24/7 business and we take pride in looking after our people and offer a variety of benefits.

Career progression

Contributory pension scheme (LGPS)

Generous annual leave allowance

Discounts for everyday spend

On-site gyms and a range of sports clubs

Financial and mental wellbeing guidance and support

Please use the following links for more information on the benefits of working with Sussex Police.

Further Information

For more information about the role, please contact Jo Skinner.

Following on from the paper sift, successful applicants will be invited to a competency based interview.

Diversity Statement

We are only as good as our people. It's important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach, and the skills that diversity brings; all of which help us to deliver a better policing service.

We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.

We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work.

We are proud members of Disability Confident, hold Race Equality Matters Trailblazer status, are a signatory of the Race at Work Charter and are aligned with the Armed Forces Covenant and the HeForShe movement.

We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities.

We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.

Please use the following links to find out more on Equality, Diversity and Inclusion at Sussex Police.