PAY & GRADING - JOBSPECIFICATION TEMPLATE

This Job Specification sheet covers specific areas of activities that are not included in the Generic Role Profile. It will include responsibilities, knowledge, skills, delivery and working arrangements relevant to this role. Please ensure that this is read and in conjunction with the given family role for the post.

Profile Owner:

POLICE STAFF

ROLE SPECIFIC INFORMATION
Job Title: / Dispatcher
Generic Role Profile: / Operational
Salary Band: / Band C Lower
Operational / Non Operational Role / Operational
Vetting Level:
Reporting to: / Dispatcher Supervisor
Specific Role Purpose: / To work as part of a team of Dispatchers, enabling the safe and effective resourcing of calls for service from both internal and external sources.
Management of incidents logs from creation to closure, assessing threat, risk and harm against the needs of the public in line with Force Contact Policies.
Key Responsibilities: /
  • Create, update, disseminate and close appropriately incident logs using the Command and Control system ensuring the inclusion of relevant information/intelligence, dispatching and monitoring of all resources.
  • Receive and process all incident logs requiring a police resource to be deployed, identifying and managing any identified risk.
  • To respond tointernal demand via the Service Desk.
  • Proactive Engagement with the Public, external partners, internal departments and other emergency services as required.
  • Make clear timely decisions ensuring all calls for service are assessed, graded and dealt with in line with National Decision Model (NDM), THRIVE+ and Force Policy to a level which enables the safe and effective allocation of appropriate resources
  • To deal with calls for service at the first point of contact where appropriate and possible. Utilising the Grading Framework to identify the most appropriate service option where resolution is not possible at first point of contact.
  • Use all available technology within the contact centre environment. This will include the operation, understanding and interrogation of all IT systems relevant to the role.
  • Maintain an up to date understanding and access of all operating systems, protocols, policies and procedures relevant to Force Contact responsibilities.
  • Deal with and ensure that the appropriate manager is informed and updated regarding any issues pertaining to threat, harm, risk and vulnerability which are likely to impact on or affect service delivery and performance.
  • Assist and support Duty Officer with the co-ordination of major incident deployment.
  • Gather and record intelligence with the purpose of preventing, reducing and detecting crime.
  • Take personal responsibility for daily self-briefing on all appropriate intelligence systems and partake in scheduled briefings.
  • To provide resilience to the 999 emergency call handling function in accordance with departmental requirements.
  • To carry out such other duties which are consistent with the nature, responsibilities and grading of the post.

SPECIFIC COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE
Knowledge & Experience
This section should detail the requirement of previous experiences and knowledge gained from academic qualifications if appropriate. e.g. significant experience of administrative duties, degree level educated.
Essential: /
  • Computer literate
  • Accurate keyboard skills, minimum 25 wpm
  • Accurate verbal and written language skills
  • Able to prioritise and multi-task under pressure, achieves deadlines, whilst maintaining quality
  • Proven decision maker

Desirable: /
  • Experience of call centre / control room environments
  • Knowledge and understanding of Home Office Counting Rules, National Standards of Incident Recording, National Call Handling Standards and Force Contact Call Handling Standards.
  • Previous experience of working in Emergency Services, ideally policing.

Skills
This section should detail the competency requirement which could be developed through non formal training. e.g. effective time management, influencing and negotiating, effective communication including written and verbal.
Refer to skills database for core operational skills
Essential: /
  • Highly developed problem solving skills
  • Organisational skills and ability to prioritise
  • Ability to transcribe and accurately record information in a timely manner.
  • To remain professional at all times in relation to behaviour and communication with the public and staff
  • The ability to deal with callers who are distressed, angry, upset or aggressive in an effective professional manner using influencing and verbal communication skills.
  • Displays emotional intelligence
  • Ability to work independently and as part of a team where necessary
  • Customer focused
  • Personal responsibility for self-development which the organisation will support e.g. eDR

Desirable: /
  • Experience of dealing directly with the public
  • Customer Service Experience
  • Access to and understanding of WMP systems

Hours of Work and Flexibility: / Post holders will be required to work to a shift pattern, which may include rotating/alternating shift patterns and include weekend working and Public Holidays.
Post Holders will have a nominated base location of work, but may be required to work at different locations across the force area.
All other terms and conditions will be in line with the Police Staff Council Handbook and post holders Contract of Employment.
Agile Work Style: (if applicable) / ‘Hot Desk’
Restriction Level:

Date:

Version: