Call Handler (Triage)

We are currently recruiting for Risk Triage Operator's to work for Dorset Police. These roles will be based at either Winfrith near Dorchester or Bournemouth.

This is a temporary ongoing role working a shift pattern. Week 1 Mon - Fri 08:00 - 16:00
Week 2 Mon - Fri 15:00 - 23:00

Monday to Friday hours = 13.08 plus shift allowance of 14%

Purpose of this role is to - Acting as the first point of contact for members of the public using the 101 service, you will be responsible for providing an efficient and effective communications service.

Utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public.

The focus of Contact Management is on making every contact count by managing multiple resources, contacts, and associated risk simultaneously to deliver an effective communications service.

Main Responsibilities

• Effective management of non-Emergency contact via 101 telephony, online reporting, emails, and social media platforms.

• Dynamic use of THRIVE LITE risk assessment and knowledge of Force Policies to establish relevant channel for calls, utilising the Force Triage guide to accurately assess and determine correct contact channel.

• Using a call handling log system to forward messages to police officers from members of the public.

• Investigate the nature of all calls and determine the caller requirements.

• To maintain performance in line with the departments' performance targets, namely call answer rates and qualitative targets.

• Deal appropriately with callers who may be emotional, distressed, vulnerable, drunk or in crisis.

• Support general administration via Microsoft office products and other bespoke software

ESSENTIAL CRITERIA

• Due to Police Vetting Criteria you must have resided within the UK continuously for at least 3 years at the time of application
• Good IT skills - Ability to type (30 WPM) and capture information, quickly and accurately with a good working knowledge of Microsoft office packages in particular Outlook
• Good communication Skills - Ability to listen and question effectively and communicate in a concise and accurate manner whilst showing empathy and understanding to callers to provide high quality customer service
• Resilience - Shows reliability and resilience in difficult circumstances. Remains calm and confident and responds logically and decisively in difficult situations.
• Team Working Skills - Works effectively as a team member and helps build relationships within it. Actively helps and supports others to achieve team goals

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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