Division / Department - Contact and Control
Grade - Grade E
Contract Type - Permanent
Salary Grade Range - £27,545 - £31,285
Working Hours - 36.0 Hours per Week
Location - Surrey Police Headquarters, Guildford
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 & Key Responsibilities
Do a job that matters.
Surrey Police’s Force Control Room manages and coordinates police resources countywide with a single aim; to protect the public. (This is a different role to that of the Contact Centre Officers which is advertised separately)
You’ll get a good starting salary, opportunities for progression and the satisfaction that comes from helping others.
Working within the Force Control Room (FCR) of Surrey Police means that you will be pivotal in managing the deployment of Police Officers and Staff to helping people who need assistance from the police and partner agencies.
Taking information from our Contact Centre Operators (who are the frontline team in taking calls/social media interactions), you will be in the key role of reviewing matters that require the attendance of an officer; risk assessing all reports passed to the FCR for deployment of police officers/staff and ensuring that the right people get to each and every incident.
As a Controller in the FCR, you will view and assess a range of matters; from a swan sitting on a main road to a person suffering a mental health crisis to a burglary in progress – no two incidents are the same; some require immediate deployment of officers/staff, others need long term problem solving capabilities, and others need input from partner agencies.
Key to this role is an ability to review incidents quickly and identify the pertinent information to pass on to attending officers/staff. Decision making under pressure is a must as is an ability to work both on your own and as part of a team. Incidents can be traumatic or distressing at times, so you'll need to display high levels of emotional resilience.
You won’t be going at it alone. You’ll have access to full training and our Force Control Room works closely as a team to continually support you in your career.
A typical shift looks like this:
You will start your shift reviewing all incidents for your area of responsibility within the County, making sure that people who have requested police help are updated as to what we are doing; assessing the nature of the reported incident against others and deploying officers to incidents in order, based upon the risk of harm reported.
You will utilise your skills in spotting and managing risk to ensure that attending officers are provided with pertinent information and sufficient detail to manage the incident when they arrive.
Skills & Experience
Key Elements of the role are:
* Ability to work under pressure and to risk assess incidents quickly and efficiently – skills you may already have, but which we will develop as part of the initial and ongoing training
* Liaison with other Emergency Services and Partner Agencies, ensuring the most appropriate team help callers to Surrey Police
* Identification and progression of lines of enquiry to ensure evidential opportunities are followed at the earliest opportunity
* Calling members of the public and providing advice and support – in some cases we can allay concerns by providing up to date information and support whilst also managing expectations as to what the Police Service can/cannot do
* Delivering a service that manages the demand upon Surrey Police, maintaining a high level of service and supporting other front line teams within Surrey Police and Partner Agencies to provide the best service we can to those who need us.
Previous work within a high-pressured environment is desirable but not essential; we offer a detailed training schedule to develop your skills. Above all, we're looking for common sense, attention to detail, good communication skills, high levels of resilience and ability to remain calm under pressure. If you have these abilities, along with the drive and determination to make a difference to the communities of Surrey we serve, then this is the role for you!
Our teams are there when the public need us 24 hours a day, 7 days a week. You’ll need to commit to working a shift pattern covering the 24-hour period, this includes night shifts, weekends and Bank/Public Holidays such as Christmas and New Year’s Eve.
Shifts are timetabled well in advance so that you can plan properly. We work a rotating shift pattern which consists of four days on four off, comprising of two day shifts followed by two night shifts over a 32 week pattern (with a training day undertaken once every 16 weeks).
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 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.
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