POLICE STAFF JOB DESCRIPTION SECTION ONE JOB TITLE Service Advisor REPORTS TO Team Leader REF NO R78/18 DIVISION/DEPARTMENT Contact, Command and Control LOCATION Bilston Glen, Midlothian GRADE Band B SECTION TWO JOB PURPOSE To provide the highest possible standard of service to the Public and the Force by managing emergency and non emergency calls including the provision of advice and assistance, signposting to appropriate information services, recording call information accurately on relevant systems and identifying the level of initial police action that is required. SECTION THREE ACCOUNTABILITIES AND MAIN RESPONSIBILITIES 1. To receive, obtain, assimilate, assess, prioritise and action information relating to routine and emergency situations from internal and external customers. 2. To populate, interrogate and update a range of computerised information systems in accordance with Force guidelines. 3. To deal promptly, professionally and efficiently with all enquiries, redirecting where appropriate. 4. To ensure that the Team Leader is informed of all incidents of note. 5. To respond directly to the generic Force public email address, SMS and other e-policing services. 6. To receive complaints against the police, gather information and instigate a response.
7. To fulfil a general coaching/mentoring role to Service Advisors. 8. To attend court as a witness and to provide evidence in connection with the duties of the post, if required. 9. To keep abreast of developments, legislation and Force Policies to ensure the information provided is accurate and relevant. 10. To undertake a wide range of clerical and administrative processes in relation to the recording storage, retrieval, quality control and dissemination of information within the Force. 11. To observe Force Standard Operating Procedures at all times. 12. To comply with statutory legislation in relation to the Data Protection Act, Health and Safety at Work Act and the European Convention of Human Rights. 13. To undertake any other duties consistent with the role/grade as directed by the Service Centre Management Team. SECTION FOUR 1. WORKING ENVIRONMENT The job holder works predominantly indoors. 2. PHYSICAL COORDINATION The work mainly requires keyboarding skills but does not require a predetermined typing speed of more than 35 wpm. There is no requirement to drive. 3. PHYSICAL EFFORT Tasks or activities are undertaken mainly in a sedentary position however flexibility of movement is constrained due to the use of a headset. 4. MENTAL SKILLS Choose between a limited number of clearly defined options and schedule activities in relation to immediate workload. 5. CONCENTRATION The highest concentration required by the job on a day to day basis is short periods of focused mental or sensory attention and a limited degree of work related pressure.
6. COMMUNICATION SKILLS Seeking and/or providing information with contacts who are unfamiliar with the subject matter. 7. DEALING WITH RELATIONSHIPS Involves a requirement to work with, deal with, or come into contact with people as an integral part of the job that make significant additional demands for 20% to 50% of working time. 8. RESPONSIBILITY FOR EMPLOYEES No line management responsibility however will provide on the job training/mentoring to new employees. 9. RESPONSIBILITY FOR SERVICES TO OTHERS Delivering front line services to individuals, groups of people, or internal/external customers by undertaking tasks or processes. 10. RESPONSIBILITY FOR FINANCIAL RESOURCES This post has no financial responsibility. 11. RESPONSIBILITY FOR PHYSICAL AND INFORMATION RESOURCES Accessing and creating/updating confidential, personal, commercially or otherwise sensitive manual or computerised information. 12. INITIATIVE AND INDEPENDENCE Working from established procedures but requires initiative to make routine decisions. Problems referred to supervisor. Advice and guidance is available as and when required. 13. KNOWLEDGE Educated to Standard Grade level or equivalent or where no formal qualifications exist proven experience of working within a similar environment. Jobholders will generally require 6 months to 2 years of relevant working experience to become fully competent and familiar with all aspects of the job.
ADDITIONAL INFORMATION Please refer to the essential competencies below when completing Section 9 of your application form: 1. Effective Communication 2. Problem Solving 3. Personal Effectiveness 4. Service Delivery 5. Team Working 6. Respect for Diversity For more information on the available shift patterns please see below. Full Time Shift Patterns Full Time Dayshift Shift Length exc. Monday 08:30 17:30 60 8 0 0 Tuesday 08:30 17:30 60 8 0 0 Wednesday 08:30 17:30 60 8 0 0 Thursday RDO RDO RDO 0 0 0 Friday RDO RDO RDO 0 0 0 Saturday 08:30 17:30 60 8 0 8 Sunday 08:30 17:30 60 8 0 8 Monday 08:30 17:30 60 8 0 0 Tuesday RDO RDO RDO 0 0 0 Wednesday RDO RDO RDO 0 0 0 Thursday 08:30 17:30 60 8 0 0 Friday 08:30 17:30 60 8 0 0 Saturday 08:30 17:30 60 8 0 8 Sunday 08:30 17:30 60 8 0 8 Monday RDO RDO RDO 0 0 0 Tuesday RDO RDO RDO 0 0 0 Wednesday 08:30 18:00 60 8.5 0 0 Thursday 08:30 18:00 60 8.5 0 0 Friday 08:30 17:30 60 8 0 0 Saturday RDO RDO RDO 0 0 0 Sunday RDO RDO RDO 0 0 0 Monday 08:30 16:30 60 7 0 0 Tuesday 08:30 16:30 60 7 0 0 Wednesday 08:30 16:30 60 7 0 0 Thursday 08:30 16:30 60 7 0 0 Friday 08:30 16:30 60 7 0 0 Saturday RDO RDO RDO 0 0 0 Sunday RDO RDO RDO 0 0 0 Avg. per Week Total Total 35 0 32 Number of enhanced hours to be added: 17.381
Full Time Early Backshift Shift Length exc. Monday 12:00 21:00 60 8 1 0 Tuesday 12:00 21:00 60 8 1 0 Friday 12:00 21:00 60 8 1 0 Saturday 14:00 23:00 60 8 3 8 Sunday 14:00 23:00 60 8 3 8 Thursday 11:00 21:00 60 9 1 0 Friday 11:00 21:00 60 9 1 0 Saturday 13:00 23:00 60 9 3 9 Wednesday 11:00 21:00 60 9 1 0 Thursday 11:00 21:00 60 9 1 0 Friday 11:00 21:00 60 9 1 0 Monday 12:00 21:00 60 8 1 0 Tuesday 12:00 21:00 60 8 1 0 Wednesday 12:00 21:00 60 8 1 0 Thursday 12:00 21:00 60 8 1 0 Friday RDO RDO 0 0 0 0 Sunday 14:00 23:00 60 8 3 8 Monday 12:00 21:00 60 8 1 0 Tuesday 12:00 21:00 60 8 1 0 Wednesday 12:00 21:00 60 8 1 0 Friday RDO RDO 0 0 0 0 Saturday 13:00 23:00 60 9 3 9 Sunday 14:00 23:00 60 8 3 8 Avg. per Week Total Total 35 33 50 Number of enhanced hours to be added: 9.559 21.726
Full Time Backshift Shift Length exc. Thursday 16:00 02:00 60 9 5 0 Friday 16:00 02:00 60 9 5 2 Saturday 16:00 02:00 60 9 5 9 Wednesday 16:00 02:00 60 9 5 0 Thursday 16:00 02:00 60 9 5 0 Friday 16:00 02:00 60 9 5 2 Monday 16:00 01:00 60 8 4 0 Tuesday 16:00 01:00 60 8 4 0 Wednesday 16:00 01:00 60 8 4 0 Thursday 16:00 01:00 60 8 4 0 Friday RDO RDO 0 0 0 0 Sunday 16:00 01:00 60 8 4 7 Monday 16:00 01:00 60 8 4 0 Tuesday 16:00 01:00 60 8 4 0 Wednesday 16:00 01:00 60 8 4 0 Friday RDO RDO 0 0 0 0 Saturday 16:00 02:00 60 9 5 9 Sunday 16:00 01:00 60 8 4 7 Monday 16:00 01:00 60 8 4 0 Tuesday 16:00 01:00 60 8 4 0 Friday 16:00 01:00 60 8 4 1 Saturday 16:00 01:00 60 8 4 8 Sunday 16:00 01:00 60 8 4 7 Avg. per Week Total Total 35 91 52 Number of enhanced hours to be added: 26.361 22.595
Part Time Shift Patterns Part Time Dayshift Shift Length exc. Tuesday 09:00 14:00 0 5 0 0 Wednesday 09:00 14:00 0 5 0 0 Thursday 09:00 14:00 0 5 0 0 Friday 09:00 14:00 0 5 0 0 Monday 09:00 14:00 0 5 0 0 Tuesday 09:00 14:00 0 5 0 0 Wednesday 09:00 14:00 0 5 0 0 Thursday 09:00 14:00 0 5 0 0 Friday 09:00 14:00 0 5 0 0 Monday 09:00 14:00 0 5 0 0 Tuesday 09:00 14:00 0 5 0 0 Friday 09:00 14:00 0 5 0 0 Saturday 09:00 14:00 0 5 0 5 Sunday 09:00 14:00 0 5 0 5 Wednesday 09:00 14:00 0 5 0 0 Thursday 09:00 14:00 0 5 0 0 Friday 09:00 14:00 0 5 0 0 Saturday 09:00 14:00 0 5 0 5 22.5 0 15 Number of enhanced hours to be added: Per Month 17.381 Part Time Fixed Backshift Shift Length exc. Monday 16:00 20:00 0 4 0 0 Thursday 16:00 20:00 0 4 0 0 Saturday 16:00 20:00 0 4 0 4 Sunday 16:00 20:00 0 4 0 4 20 0 8 Number of enhanced hours to be added: Per Month 17.381
Part Time Rotational Backshift Shift Length exc. Tuesday 16:00 20:00 0 4 0 0 Wednesday 16:00 20:00 0 4 0 0 Thursday 16:00 20:00 0 4 0 0 Monday 16:00 20:00 0 4 0 0 Tuesday 16:00 20:00 0 4 0 0 Wednesday 16:00 20:00 0 4 0 0 Thursday 16:00 20:00 0 4 0 0 Monday 16:00 20:00 0 4 0 0 Tuesday 16:00 20:00 0 4 0 0 Saturday 16:00 20:00 0 4 0 4 Sunday 16:00 20:00 0 4 0 4 Wednesday 16:00 20:00 0 4 0 0 Thursday 16:00 20:00 0 4 0 0 Saturday 16:00 20:00 0 4 0 4 18 0 12 Number of enhanced hours to be added: Per Month 6.518