Complaints Officer - Manchester, United Kingdom - Deekay Technical

Deekay Technical

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

To be the first port of call for all contact into the branch by the public, partners and GMP staff.

To ensure all incoming work into the branch is quickly assessed and passed to the correct resource.

Handling all incoming work into the branch; in particular matters reported under the Police Reform Act 200- Contacting all complainants via telephone or in writing to establish the exact nature of the complaint and to assist in deciding how the complaint should be dealt with.

Deciding whether a complaint, on receipt is critical enough to be raised immediately to the assessment team supervisor.
Researching complaints which will include: Accessing force systems to obtain information. Directing branch members to obtain evidence if it is felt such evidence is time critical. Reviewing force policy and legislation.
Attempting to resolve complaints "there and then" in line with the Police Reform Act 200
Calling members of the public about their complaint and probing / interviewing them to extract as much detail as possible to enable their complaint to be assessed correctly.
Recording the complaint on the Branch's complaint recording system.

Handling recordable conduct

Receive reports of conduct matters from partners, GMP staff and any other persons via the same methods as described for complaints.
Deciding whether a matter, on receipt is critical enough to be raised immediately to the assessment team supervisor.
Researching conduct matters using the same techniques as used in researching complaints.
Deciding whether or not the matter should be recorded as a conduct matter or recordable conduct matter decision in line with the Police Reform Act 2002 and fully documenting the rationale. This will involve a verbal briefing to the assessment team supervisor.
Allocating the matter to an appropriate authority (in the case of conduct) or an investigator in the case of recordable conduct.

Handing death or serious injury (DSI) matters

Receive reports of DSI matters from partners, GMP staff and any other persons via the same methods as described for complaints.
Deciding whether a matter, on receipt is critical enough to be raised immediately to the assessment team supervisor.
Researching conduct matters using the same techniques as used in researching complaints, conduct matters and recordable conduct matters.
Allocating the matter to an appropriate authority for a recording decision.
On receipt of the appropriate authority's decision, recording the matter on the Branch's complaint recording system
Creating a file (paper or electronic) including all relevant documents.
Allocating the matter to an investigator.