Police Control Room Officer

Job Title – Police Control Room Officer

Reports to Chief Officer

Direct Reports – Police Control Room Supervisor

To provide a multifunctional service to the public and members of Belfast Harbour Police (BHP) by receiving, managing, and determining the response to emergency and non-emergency calls. Control Room Officers will also offer advice and assistance to callers and log calls in accordance with local and national quality and performance standards. Control Room officers will also monitor CCTV and Access Control Systems according to BHP policy and procedures. Control Room Officers are required to work shifts on a rota that will include weekend working.

Our Vision, Values and Behaviours Our vision is to provide an effective, connected community policing service helping make Belfast Harbour an attractive and safe place to live, work, invest and visit.

Our purpose is to provide a policing service which is trusted by our partners and community and recognised for its support to the businesses within Belfast Harbour, and its protection of people and property.

Our core values are: People Focused, Open, Responsible and Trustworthy. For each of our values we have identified key behaviours of how Belfast Harbour employees can live out our values.

People Focused- To collaborate and work well with others whilst being inclusive to ensure everyone feels welcome at Belfast Harbour.

Open- To be innovative, trying out new ideas as well as thinking out our feet and adapting to change.

Responsible- Prioritising safety across Belfast Harbour and committing to sustainable practices.

Trustworthy- Acting with integrity and respect, striving to do the right thing and treating people how they want to be treated.

• Receiving and answering calls from members of the public who require advice or assistance within BHP time standards, and determining whether the call requires police attendance or can be dealt with by Control Room Officer.

• 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 BHP Call Grading and Response protocols and Contact Management processes.

• Recording and accurately grading incident information in accordance with BHP and National Call Handling Standards, including quality assurance reviews of records.

• Identifying any threat, harm or risk to Police Officers, Staff, and members of the public, and undertaking risk assessment of incidents.

• 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 they will need to carry out enhanced checks. Ensuring accurate recording of information on the Perspective log and other relevant logs and monitoring the progress of the incident until police arrive and take control. Maintaining contact with Officers at scenes co-ordinating necessary support services and closing call off.

• When a reported incident does not require real or near real-time attendance, arranging a follow up appointment.

• Completing relevant electronic reports when required.

• Adhering to Contact Management & BHP 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., Perspective, Genetec, Briefcam & Niche.

• Effective use of Police Barracuda radio system

• Adhere with Data protection Act 2018 and any applicable BHC policy and procedure.

• 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, promoting equality, diversity, and good relations.

• Briefing Supervisor and Manager in the event of High-Risk Calls for example, vulnerable missing persons where there may be a concern for their safety.

To assist in the prevention, investigation and detection of crime and suspected crime that will aid in the identification, apprehension and prosecution of offenders;

• To assist in the prevention and investigation of accidents, incidents, near misses.

• To identify and prevent dangerous or unsafe conditions and acts or omissions.

• To ensure the security of BHC’s property and assets.

• Have a full understanding of the BHC Access Control system.

• Monitor and control personnel admitted to BHC restricted areas via Access Control.

• Will be required to train to a level of National Call Handling Standards, and attend any further training applicable to the role.

• Successfully attain the security clearance applicable for the role (currently CTC).

The main duties and responsibilities reflect the main elements of those associated with this position. It is not intended to be exclusive or exhaustive

The control room operates in a multi- purpose capacity, which can be complex and demanding and therefore requires the applicant to process the following behaviours.

Effective Communication

• Clearly shares information across teams and disciplines.

• Listens actively and confirms understanding.

Team Collaboration

• Works respectfully and efficiently with, callers and colleagues.

• Supports team goals over individual ones.

• Shares knowledge and resources.

 Situational Awareness

• Maintains awareness of calls, dispatching, access control, and CCTV.

• Recognises early warning signs and potential risks.

• Reacts swiftly and appropriately to changing conditions.

• Ability to multitasking

Decision-Making Under Pressure

• Assesses complex information rapidly.

• Prioritises actions based on information received.

• Makes confident decisions in time-critical situations.

Attention to Detail

• Identifies small anomalies or inconsistencies.

• Double-checks information received and data input.

• Minimises error through vigilance.

Adaptability

• Adjusts to new technologies, procedures, or team structures.

• Manages multiple inputs or disruptions without becoming overwhelmed.

• Remains calm in uncertain or unfamiliar situations.

 Accountability

• Takes responsibility for actions and decisions.

• Follows standard operating procedures and instructions.

• Escalates issues appropriately and in a timely manner.

Continuous Learning

• Actively updates knowledge and skills.

• Learns from incidents and feedback.

• Participates in drills and training.

Person Specification Essential Qualifications 5 GCSEs (Grade C or above) to include Maths and English Language (or equivalent).

• Minimum of 2 years’ recent experience in a contact centre or customer services environment

• Excellent keyboard skills, requiring a level equivalent to 30wpm or above

• Proficient in the use of Microsoft Office Suite (including MS Word, MS PowerPoint, MS Outlook)

• Ability to accurately extract and record information

• Excellent communication skills – more specifically via telephone and radio systems

• Applicants must have a valid driving licence and a car available for official business use, or access to a form of personal transport that will enable you to meet the requirements of the post in full.

Successful applicants may be retained on a merit list for future opportunities arising within the organisation.

• Competitive salary

• Enhanced Annual Leave

• Modern Family Friendly policies

• Benefits platform- Everything from health and financial wellbeing support to discounts on your favourite restaurants, shops and cinemas

• Life assurance cover

• Free Car Parking

• Subsidised Canteen

• Personal Development Budget Scheme

At Belfast Harbour, we have created an open and inclusive culture so our people can enjoy rewarding careers and contribute towards the growth and success of our business.

Everything we do is underpinned by our core values – People Focussed, Open, Responsible and Trustworthy. Our diversity, equity, and inclusion (DE&I) mission statement is anchored by these core components and forms an integral part of our business strategy and future growth.

Diversity. Equity. Inclusion. These are more than just words for us. They are the principles guiding how we build our teams, develop our leaders, and create an inclusive workplace where our people are comfortable bringing their authentic whole selves to work.

We, as an organisation, recognise that they are groups of individuals who have been marginalised, and we will continue efforts to attract, retain, embrace, and advance such groups. We are committed to actively promoting equality of opportunity for all.  At Belfast Harbour, we will foster, encourage, and promote a sense of belonging.