Contact Resolution Officer
CurrentIn this role, I utilise my knowledge of force telephony and contact management systems to manage and process incoming contacts, ensuring incidents and crimes are handled in compliance with police policies and standards. Key responsibilities include: • Adhering to the Call Grade and Response Policy, ensuring effective prioritisation and response to calls. • Applying force policies such as NDMM, NSIR, NCRS, and Business Continuity Planning to accurately record incidents and ensure… Show more In this role, I utilise my knowledge of force telephony and contact management systems to manage and process incoming contacts, ensuring incidents and crimes are handled in compliance with police policies and standards. Key responsibilities include: • Adhering to the Call Grade and Response Policy, ensuring effective prioritisation and response to calls. • Applying force policies such as NDMM, NSIR, NCRS, and Business Continuity Planning to accurately record incidents and ensure policy compliance. • Operating various force IT systems (including Niche) to record crimes, allocate tasks, and finalise cases efficiently. • Demonstrating excellent communication skills (listening, questioning, and decision-making) to gather and relay critical information for a prompt police response. • Providing empathetic and professional support to victims, ensuring reassurance throughout their interaction with the police. • Applying Home Office Counting Rules and relevant legislation to ensure the accuracy of crime recording and compliance with audit policies. • Upholding data protection and confidentiality standards as per the Official Secrets Act and other legal frameworks. • Remaining adaptable, organised, and resilient in a high-pressure environment, maintaining high levels of customer service and public confidence.This role requires working both autonomously and as part of a team to meet demand and deliver a high-quality service to the community. Show less
