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Contact Officer

4 months ago

Bradford, United Kingdom SkillsHouse Bradford Full time

Job Description

As an Initial Contact Officer for West Yorkshire Police, based at the Dudley hill office.
You will be the first point of contact for members of the public calling 999 or 101, or using our webchat service.
One call could be dealing with a victim of a serious assault, the next dealing with a parking issue.
Behind every crime is a victim. Some are scared, some are hurt, some need advice but they all start by calling for help.
You will be the customer focused interface between West Yorkshire Police and the general public, to ensure appropriate response to maximise public satisfaction, and confidence.
£24,921 to £27,351 (with shift enhancements) 20% shift allowance and 13.45% weekend enhancement.
You will need to complete an extensive 16-week training programme. The next training programme runs from the 5th of August until the 24th of November. To be eligible for this course you would need to be available between those dates with no holidays scheduled.

Main Responsibilities

• Lead by example and behave in line with the Police Code of Ethics, ensuring that the force values and behavioural expectations are clearly understood and considered.
• Answer and accurately record calls for service, ensuring all calls are handled appropriately.
• Conduct threat, harm, risk, engagement, vulnerability and engagement (THRIVE) assessments, and assign a call grading as appropriate and adding information, warning markers and action text sets as required.
• Assess incident reports and record crimes in accordance with Home Office Counting Rules / National Crime Recording Standards from incident to ensure crime data integrity.
• Assess the needs and vulnerability of the caller/subject using National Decision Making model (NDM) and THRIVE, making decisions, providing rationale and identifying those circumstances where it is necessary to provide additional support, and reassurance for the delivery of the highest possible quality service.
• Manage caller’s expectations by responding to incidents, making ethical decisions when making changes, keeping the callers updated and prioritising incidents for police attendance as necessary.
• Interrogate police computer systems establishing accurate information and intelligence, ensuring that this is provided to the attending officers to assist in their investigation, aiding Health and Safety at an incident. Identify if the matter can be more effectively resolved by other means, forwarding all the details to the appropriate department/agency for action and/or recording appropriate intelligence in accordance with Force recording procedures, Home Office guidelines and National Intelligence Model to assist in the prevention and detection of crime.

Minimum Qualification Level

Level 1

Essential and Desirable Skills

• To have an ability to work as a team member and building relationships.
• Willingness to undertake and ability to successfully complete IT courses required for the role.
• Typing speed of 28 wpm.
• A good command of English, both verbal and written.
• Can demonstrate the ability to communicate clearly.
• Has a basic knowledge of and is able to use computer packages such as Microsoft Office.
• Previous experience of working in a customer service environment.
• Has a basic knowledge of the Policing issues.
• Basic knowledge of geography of the Force area covered.
• Basic knowledge of relevant legislation, Force and local policies and procedures which may relate to role.
• The ability to speak a second language particularly that of a minority group.

Training Provided

Yes