Call Handler

PSNI, Deloitte MCS Limited; Belfast City District; Remote; GBP 23,000 - 27,000; Full time

Job summary

PSNI is seeking Call Handlers to provide a responsive, high-quality telephone service for the public and police. You will assess emergency and non-emergency calls, determine the appropriate action, and support in logging and routing information with strict adherence to standards.

The role involves 12-hour shifts with a 32-day rotation, shift disturbance allowances, and premiums for weekend work. Training and vetting apply, with opportunities to progress within PSNI Contact Management.

Qualifications

• 1 year experience in a customer services or contact centre environment.
• Experience receiving and answering calls to provide advice or assistance.
• Ability to manage expectations and escalate when needed.
• Completion of PSNI Call Handler Course is required.

Responsibilities

• Answer emergency and non-emergency calls and determine appropriate response.
• Question caller to identify needs and provide guidance.
• Record and grade incident information according to standards.
• Coordinate with police and other services as required.

Skills

Customer service

Call handling

IT literacy

MS Office

Education

PSNI Call Handler Course

Tools

Call Taking system

Call Recording system

Email system

Job description

Location:Greater Belfast, Armagh, Maydown.

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.

The shift pattern is 12-hour shifts 4 days/nights on and 4 days/nights off (32-day rotation). This shift pattern attracts a shift disturbance allowance of approximately 20% and an additional premium for all Saturday and Sunday shifts worked.

(Any future changes to the shift pattern will result in a corresponding reduction in the rate of shift disturbance allowance).

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 with this position. It is not intended to be exclusive or exhaustive.

Person Specification

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.

The role holder must successfully complete the PSNI Call Handler Course.

Essential Other

• The successful candidate must have access to a form of transport which will enable them to fulfil the responsibilities of the job in full.
• IT literate specifically in the use of the Microsoft Office suite. (Including MS Word, MS PowerPoint, MS Excel and MS Outlook)

Additional Information:

Appointment will be dependent on the individual satisfying the vetting requirements for the post which will vary according to the work area appointed to. Please note that for all appointments there is a minimum requirement to have a three year checkable history immediately preceding the submission of a vetting questionnaire.

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 skills and experience 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 use the 2024 CVF for this role.

Competency and Values Based Assessments and Interview