South Australia Police POSITION INFORMATION DOCUMENT

Transcription

1 South Australia Police POSITION INFORMATION DOCUMENT Stream : Administrative Services Career Group : Administration Discipline : Classification : ASO-2 Service : Operations Support Service Position Title : Call Centre Consultant LEVEL CHARACTERISTICS The position is classified at the Administrative Services level 2 by virtue of the requirement to: solve problems and provide information which will require initiative and judgement through the use of precedents, guidelines, procedures, regulations and instructions; accept responsibility for the performance of a discrete group of administrative support activities on an individual basis; apply acquired/learned administrative related skills, knowledge and techniques; and operate with some autonomy. POSITION SUMMARY The Call Centre Consultant contributes to the achievement of SAPOL s Vision and the goals of the SAPOL Strategic Direction by providing streamlined access to police services via the Police Assistance telephone number. Working as part of the Communications Group, the Call Centre Consultant receives telephone requests for police attendance and other assistance. With a strong focus on customer service, calls are processed to ensure patrols are tasked in an appropriate and timely manner. The Call Centre Consultant also provides a value added service to internal and external customers by providing information and taking reports including Police Incident Reports (relative to set criteria) and missing persons. The range of services provided by the Call Centre is being continually reviewed and expanded. POSITION CHARACTERISTICS South Australia Police provide a diverse range of services to the community. These services are aimed at producing a safe and peaceful environment by the minimisation of crime and disorder. It is a large complex organisation, which because of the nature of its operations, is constantly subject to public scrutiny and accountability. It provides services to a range of different locations (over 100) spread across the State on a 24 hour a day basis. The Call Centre is staffed by a mix of sworn and non-sworn police employees using flexible work practices including compressed working weeks on a shift basis. Call centre operation is enhanced through the use of information systems and technology including Automatic Call Distribution and a Telephone Management Information System. Service is provided with a reliance on SAPOL systems

2 including Computer Aided Dispatch, Vehicle Licensing System and the Police Incident Management System. Call Centre Consultants contribute to the operation of the Call Centre on a shift basis as first line staff receiving calls on the Police Assistance telephone number and second line staff receiving Emergency Services and other calls overflowing from the Police Communications Centre. The incumbent is supervised by a sworn police officer who provides leadership and police specific advice relative to services provided. In order to ensure that the objectives of the Call Centre are achieved, the Call Centre Consultant must have an aptitude for using information technology as part of day to day duties along with superior interpersonal skills, empathy and a genuine desire to provide a quality police service to members of the community The incumbent is accountable for:- receiving and assessing calls for police assistance, based on the circumstances presented, against set criteria; where appropriate, entering details onto the Computer Aided Dispatch system and identifying the priority of the matter; initiating ancillary actions. (e.g. a traffic accident may require notification to Ambulance, Fire Service, Electricity, Water, Gas, Local Government and other services or authorities); conducting enquiries to assist police responding to an incident, (including motor vehicle, warrant, firearms, missing person or criminal history checks); processing reports of matters according to Call Centre policy, (eg Police Incident Reports and missing persons) with direct data input on police computer systems; providing advice to callers across a range of general police business issues. There are times when members of the community will contact the Call Centre in a highly excited, agitated or hysterical state. The incumbent is expected to deal with each call in a calm, but firm manner to ensure that every caller is assured of access to police services on an equitable basis according to the urgency and seriousness of the matter. ORGANISATION Supervisor reports to: Supervisor's Position: Subject Position: Call Centre Supervisor (Sergeant) Call Centre Member (Senior Constable) Call Centre Consultant (ASO-2) STATISTICS RELEVANT TO THE POSITION

3 South Australia Police JOB AND PERSON SPECIFICATION Title of Position : Call Centre Consultant Classification Code : ASO-2 Position Number : Position Created : / / Type of Appointment : Service : Operations Support ServiceBusiness Service Branch : Call Centre Section : Job & Person Specification Approval (for all positions excluding senior positions)... / / Commissioner of Police or Delegate P.C.O. Reference Number... JOB SPECIFICATION 1. Summary of the broad purpose of the position, and its responsibilities / duties. The Call Centre Consultant contributes to the achievement of SAPOL s Vision / Mission / Objectives by providing streamlined access to police services via the Police Assistance telephone number. Working closely with Communications Branch, the Call Centre Consultant receives telephone requests for police attendance and other assistance. With a strong focus on customer service, calls are processed to ensure patrols are tasked in an appropriate and timely manner. The Call Centre Consultant also provides a value added service to internal and external customers by providing information and taking reports including Police Incident Reports (according to set criteria) and missing persons. The range of services provided by the Call Centre is being continually reviewed and expanded. 2. Reporting / working relationships (to whom the person reports, staff for whom the person is responsible and other significant connections and working relationships within the organisation) Reports to a Call Centre Member who works with a Call Centre Supervisor to ensure a police officer is present at the Call Centre to provide police specific advise and leadership There are up to42 Full Time Equivalent (FTE) Call Centre Consultants. There are a number of Part Time Equivalent (PTE) Call Centre Consultants and There is a pool of Casual Call Centre Consultants. 3. Special Conditions (Such as non-metropolitan location, travel requirements, frequent overtime) The position involves rostered shifts and the incumbent must be available to be rostered over 24 hours and 7 days, including weekends and public holidays.

4 4. Statement of Key Outcomes and Associated activities (Group into major areas of responsibility and list in descending order of importance. Continue on next page if necessary) 4.1 Contribute to the provision of an effective and efficient customer service by: handling Police Assistance and Communications Centre overflow calls in a timely and professional manner; initiating appropriate responses in accordance with established SAPOL practices, policies and procedures; providing up to date information and assistance to callers; taking reports of crime and other police incidents according to policies; inputting data from a range of sources into various computer mainframe applications; 4.2 Ensuring the effective operation of the Call Centre by: treating staff members and customers (both internal and external) fairly and in accordance with the principles of equity, diversity, and equal opportunity; complying with and supporting SAPOL s Health Safety and Welfare Policies and relevant legal requirements; and contributing to a harmonious workplace free of unlawful discrimination, sexual harassment and bullying contributing to the achievements of the key performance indicators in the Call Centre Business Plan. Certified correct by O/C Branch :... / / Acknowledged by Current Occupant :... / / Name of Current Occupant :...

5 PERSON SPECIFICATION Essential Minimum Requirements (Those characteristics considered absolutely necessary.) Educational / Vocational Qualifications (Include only those listed in Commissioners Standard 2 as an essential qualification for a specified group.) Personal Abilities/Aptitudes/Skills (Related to the job description, and expressed in a way which allows objective assessment.) Demonstrated ability to apply a high level of interpersonal, communication (written and oral) and problem solving skills while working in stressful/sensitive situations. Demonstrated ability to work effectively and harmoniously in a team environment, under general supervision to achieve agreed objectives. Demonstrated a high standard of personal integrity and conduct, and including an ability to maintain confidentiality Demonstrated ability to contribute to the maintenance of a harmonious, safe and healthy workplace, free of harassment, unlawful discrimination and bullying and where diversity is valued Experience (Including Community Experience) Demonstrated experience in the use of computer systems and relevant computer applications to enter data and extract information. Demonstrated experience in dealing with customer service issues over the telephone. Demonstrated experience in processing issues of a personal/confidential nature with empathy and discretion involving people from all socio-economic backgrounds Knowledge Knowledge of SAPOL s Principles of Equity and Diversity Demonstrated (descriptor) knowledge and commitment to WH&S legislation, principles and practices; and risk assessment in accordance with the WHS Act (2012), Regulation. approved codes of practice and AS/NZS ISo 31000:2009 Risk Management Principles and Guidelines.

6 Desirable Characteristics (To distinguish between applicants who have met all essential requirements) Personal Abilities/Aptitudes/Skills Proven ability to type at a minimum of 45 wpm with 98% accuracy Experience Successfully completed a Call Centre Consultants Training Course or equivalent. Successfully operated within a Call Centre type environment or equivalent. Knowledge General knowledge of SAPOL s objectives, policies and practices. Good knowledge of both Metropolitan Adelaide and country South Australia, (e.g., suburbs, major streets, landmarks, etc.) Educational / Vocational Qualifications (Considered to be useful in carrying out the responsibilities of the position)