Division / Department - Contact and Control
Grade - Grade 6
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £21,837 - £23,100
Working Hours - 37.0 Hours per Week
Politically Restricted - No
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
The Role
An initial Triage Officer is the first point of contact for all non-emergency voice contacts from the public and other agencies. You will receive and critically assess these types of contact, elicit information, manage expectations and where able signpost to other agencies or resolve the call using the guidance material provided. The post holder will utilise a range of systems, which will include extending calls through to the appropriate extension, contact officer or documenting contact as directed.
SHIFT PATTERNS
STAFF WOULD BE EXPECTED TO WORK EARLY AND LATE SHIFTS, ON A ROTATING SHIFT PATTERN, INCLUDING WEEKENDS AND BANK HOLIDAYS. TO COVER OPENING HOURS THIS ATTRACTS ADDITIONAL UNSOCIAL HOURS PAYMENT.
THE INITIAL TRIAGE HUB IS OPEN 0800-2200, 7 DAYS A WEEK INCLUDING PUBLIC/BANK HOLIDAYS.
Key Responsibilities
To answer telephone calls to Sussex Police Switchboard promptly, in a helpful and courteous manner and in accordance with public service targets.
Use brief questioning to identify the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
Using the Engagement & Resolution flow chart, identify the appropriate action to resolve / 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.
Skills & 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
Further Information
For further information about the role, please contact Jo Skinner - joanne.skinner@sussex.police.uk
Following on from the application, successful shortlisted candidates will be invited to a face to face competency based interview.
Additional Information
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.
This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
- vacancies in collaborated units are available to all officers and staff across both Forces
- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally.
If the vacancy is advertised externally and an officer or member of staff from the other Force is success it will result in a transfer of employment
Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self-employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.
Diversity Statement
We are only as good as our people. It's really 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 skills that diversity brings; all of which help us 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 the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the HeForShe movement.
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 beliefs, we would love to hear from you.