Call Handler

The Call Handler will provide a multifunctional service to the public and members of the police service by determining the response to emergency and non-emergency telephone calls. Call Handlers will offer advice and assistance to customers and log calls in accordance with local and national quality and performance standards. The Call Handler will attempt to resolve all calls where appropriate through telephone resolution by requesting relevant information from the caller to determine the most appropriate grading or response to the call.
Hours of Work: Call Handlers are required to work shifts, some will include weekends.
The shift pattern will be Monday to Friday 8am – 4pm or 4pm – Midnight, week about. Shift patterns are subject to review. There may be a requirement to work overtime as necessary.
Salary: £24,225 - £25,732. The post may also attract shift related allowances.
Main Activities
The main duties and responsibilities associated with the role include the following:
* Receiving and answering emergency and non-emergency calls for service and other reporting streams from members of the public who require advice or assistance within PSNI time standards, and determining whether the call requires police attendance or can be dealt with by Contact Management Staff.
* Using defined processes/questions, identifying the caller’s needs through effective considered questioning, deriving the required level of detail to enable risk and response assessment and providing, where appropriate, guidance around scene preservation.
* Managing caller expectations in line with PSNI call grading and response protocols and Contact Management processes.
* Recording and accurately grading incident information in accordance with PSNI and National Call Handling Standards.
* Identifying any threat, harm or risk to Police Officers, Police Staff and members of the public, and undertaking risk assessment of incidents e.g. where the resource of a dog handler may be required or where a firearm is registered to an address.
* Undertaking primary and secondary searches and checks and supply information (on people, crimes and vehicles) which will help Police Officers when they are deployed to deal with an incident. In certain circumstances the Call Handler will need to carry out enhanced checks.
* Ensuring accurate recording of information on the log and other relevant logs.
* When a reported incident does not require real or near real-time attendance, arranging Diary Car or Surgery style appointments.
* Completing relevant electronic reports for crime purposes.
* Adhering to Contact Management & PSNI processes for obtaining, recording, grading and communicating incident information.
* Utilising personal skills and knowledge to add value to caller contact through effective decision making.
* Effectively and appropriately use the systems and tools at their disposal to manage caller contact e.g. Call Taking system, Call Recording system, e-mail etc.
* Maintaining standards for security of information.
* Tutoring Trainee Call Handlers as required.
* Developing and sustaining effective working relationships with staff in other areas of contact management.
This Job Description reflects the main duties and responsibilities associated with this position. It is not intended to be exclusive or exhaustive.
Person Specification
Essential Qualifications
* 5 GCSEs (Grade C or above) to include Maths and English Language (or equivalent).
Essential Skills and Experience
1 years’ experience in a customer services or contact centre environment to include:
* Receiving and answering calls from customers who require advice or assistance and determining how best to action.
* Identifying customer’s needs through effective considered questioning to obtain the required level of detail to enable a tailored response.
* Managing customer expectations in line with organisational procedures.
* Escalation of call management based on customer requirements.
Essential Other
* IT literate specifically in the use of the Microsoft Office suite (including MS Word, MS PowerPoint, MS Excel and MS Outlook)
* Applicants must have a valid driving licence and a car available for official business use, or access to a form of personal transport that will enable you to meet the requirements of the post in full.
The role holder must successfully complete the PSNI Call Handler Course.
Note – Shortlisting will be carried out based on the essential criteria.
Successful applicants will be retained on a merit list for future opportunities arising.
We would encourage you to check the spam within your email system for any relevant correspondence
Selection Methodology
Applicants meeting the eligibility criteria and essential qualifications will be required to demonstrate their experience via the following processes:
Practical exercises, which are designed to test candidates ability to use their questioning skills, listening skills, decision making skills and IT skills (including the ability to accurately record information at a minimum of 26 words per minute) followed by an interview. These practical exercises and interview will be designed against the CVF areas for this role.
PSNI uses the Competency and Values Framework (CVF) which sets out nationally recognised behaviours and values to support all policing professionals. You will be assessed against the values and at the competencies level as indicated below. This will include both past and future focused questions. Further guidance and information about the Competency and Values Framework (CVF) is available here on our website. Please refer to the 2016 version of the CVF document for further information - Competency and Values - College of PolicingLink to 'Competency and Values - College of Policing'
Competency and Values Based Assessments and Interview
Values
* Public Service
* Impartiality
Competencies – Level 1
* We analyse critically
* We take ownership
* We deliver, support and inspire
* We are emotionally aware
Closing date: 17th June 3pm