Control Room Supervisor / Police Contact Supervisor
Role Purpose
To supervise Call Management staff to provide an effective and efficient service delivery to the public. To coordinate and manage the response to incidents and ensure staff identify and manage risk appropriately. To oversee communication between the public, police and other external agencies.
Key Accountabilities
• Supervise, support and develop staff within an open, fair and supportive environment, to ensure performance, quality assurance and service level agreement targets are achieved or exceeded.
• Supervise and support staff to identify and manage risk to provide the appropriate level of response to incidents, escalating where necessary.
• Identify individual or team training & development needs to provide appropriate coaching and performance feedback.
• Monitor the welfare of staff and ensure appropriate support is available and provided following difficult and/or sensitive incidents.
• Provide support to the team during difficult and/or complex response incidents to ensure the safety of officers on the ground and in the control room.
• Assess and support the management of critical or potentially critical incidents to ensure the safety of all and contribute to the timely resolution of incidents.
• Monitor and review on-going incidents to ensure effective and efficient responses in accordance with set performance guidelines.
• Respond positively to errors/mistakes and complaints from internal departments/staff and external customers to maintain and promote a positive image of the organisation and to identify areas for improvement.
• Act in adherence to all other legal frameworks, key working principles, policies and guidance relevant to the role to maintain effective, secure and legal working practices.
Behaviours
All roles are expected to know, understand and act within the ethics and values of the Police Service.
The Competency and Values Framework (CVF) has six competencies that are clustered into three groups. Under each competency are three levels that show what behaviours will look like in practice.
It is suggested that this role should be operating or working towards the following levels of the CVF:
Resolute, compassionate and committed
Inclusive, enabling and visionary leadership
Intelligent, creative and informed policing
Education, Qualifications, Skills and Experience
Prior Education and Experience:
• Educated to Level 3 or equivalent or relevant work experience at a supervisory or direct line management level.
• Level 2 or equivalent in keyboard skills.
• Proven experience in a busy customer service or call handling work environment, with frequent people contact, particularly on the telephone, including handling difficult callers and sensitive matters.
• Experience of supervision and development of staff.
• Experience of working in a pressurised and reactive environment.
• Knowledge of risk assessing and managing critical incidents.
• Knowledge of Call Management operating procedures and graded response.
• Be fully conversant with fall back plans, resolving faults with APD/Telephony.
Skills:
• Skilled in using specialised software related to own area of work to extract analyse and report on data.
• Able to identify cause and effect and develop a course of action designed to target root causes and mitigate risks.
• Able to develop and motivate a team and create a strong engagement of individuals with their personal and team objectives and with Force values, behaviours and strategic priorities.
• Able to identify exceptional situations that merit recognition and take appropriate action.
• Able to identify situations that required disciplinary action and respond appropriately.
• Able to review and assess individual and team performance against expected standards, providing objective and effective feedback and ensuring corrective actions are taken where necessary.
• Able to plan ahead, to allocate work appropriately within the team and to identify and mitigate risks to delivery.
Continuing Professional Development (CPD)
• Maintain knowledge and understanding of Police Regulations and College of Policing Guidance, best practice and any local policy applicable to contact centre operations and leading and managing teams.
• Maintain and update key knowledge, understanding and skills relating to legislation policy and practice across all contact centre functions and areas of responsibility.
• Maintain knowledge and understanding of new approaches identified by evidence based research, problem solving and team working and synthesise these into working practice.
• Complete all annual and mandatory training.
• Maintain knowledge and understanding of performance management and assessment process and ensure they are implemented effectively when leading and managing teams.
• Keep up to date with guidance and best practice on health, safety and welfare.
• Maintain knowledge of data protection and information handling legislation.
Professional Registration/Licenses
Not applicable.
Links to other Profiles
• Contact Centre Officer
• Dispatch Controller
• Contact Centre Deputy Operations Manager
• Contact Centre Operations Manager