Control Room Operator

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.

Key Responsibilities:

• 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.
• 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.
• Monitor CCTV: 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.