Job title: Performance and Support Assistant
Grade: Grade C 
Role code: SFA200
Status: Police Staff

Main purpose of the role:

Provide a range of co-ordination and project support functions for the management team, collating timely and accurate performance and service delivery information, organising and maintaining accurate records and reports in support of effective information security and information  management principles and facilitating Departmental meetings and other information sharing activities through the production of clear communications and record-keeping.

Main responsibilities:

  • Administer the day-to-day monitoring of service delivery and performance for Business Services by collating information relating to SLAs, KPIs and other service delivery measures and ensuring the availability of timely and accurate management information to customers and the management team.
  • Research and analyse relevant business information to support performance management, project management and business development activities, to include identifying benchmarking and best practice shared services delivery opportunities, in order to support the Business Services continuous improvement programme.
  • Maintain accurate and up to date progress reports against the business plan, actions plans and service improvement plans, supporting the management team by proactively co-ordinating, planning and progressing relevant actions and information.
  • Support the Business Partner (Service Delivery) with of a wide range of projects and business development activities, administering the necessary meetings support, action monitoring, progress tracking and information sharing tasks.
  • Organise and maintain accurate records and reports in support of effective information security and information management principles; supporting the Head of Business Services as the Directorate Information Asset Owner to ensure the availability and security of information and awareness of information security issues.
  • Provide a range of administrative functions supporting the management team, to include facilitating Departmental meetings and other information sharing activities through the production of clear communications and documentation.

Updated May 2016

Necessary experience:

The Performance and Support Assistant will be educated to a good standard of general education, ideally to 'A' level standard with grades A-C. They will have at least 3 years experience providing support to projects and teams in a medium to large organisation.

The post holder will possess competent business support skills, with a thorough understanding of the inter-relationships between activities, functions and processes and how support services work. Analytical skills, problem solving and the ability to independently research business information are essential. Particularly important are the communication and interpersonal skills necessary to support, advise and influence managers and customers on the quality and delivery of a wide range of support services. The post holder will be expected to be able to undertake basic research and project work as they will act as a key source of information, coordinating data and working in conjunction with Business Services Managers and Business Partners to publish performance results and implement change projects. The post holder must have the ability to deal tactfully and diplomatically with people, using sound judgement and discretion, particularly when dealing with senior managers, suppliers and a wide range of internal and external customers.

Good organisational skills together with a methodical approach are vital. Experience of running a range of administrative and office systems is essential. Competent information technology skills across the range of standard Microsoft packages and including advanced experience in presenting data and information, for example in Excel and Powerpoint or similar products are required. Knowledge of SAP is desirable.


Analyse critically (level 1)

I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.

Collaborative (level 1)

I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.

Deliver, support and inspire (level 1)

I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service.

Emotionally aware (level 1)

I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly.

Innovative and open-minded (level 1)

I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.


Impartiality (accredited)

I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.

Integrity (accredited)

I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.

Public service (accredited)

I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.

Transparency (accredited)

I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.

Technical skills:

Health and safety (level 3)

Has a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures.

Information gathering and analysis (level 5)

Information gathered is sufficient, valid and reliable and is consistent with the organisation's values, policies, guidelines and procedures. Able to deal with situations when information is insufficient, contradictory or ambiguous. Able to organise and interpret information so that conclusions can be drawn.

Information management and technology (level 5)

Can retrieve information from computer searches across data source boundaries e.g. across a number of data sources, across county. Can analyse and compare data from such searches. Understands significance of findings and can provide guidance on the reliability of forecasts resulting from data analysis. Can monitor data quality in the work of others, and may manage the impact of data quality issues.

Knowledge of police environment and policy (level 5)

Has a thorough understanding of the police service, nationally and locally, and is proactive in developing proposals which affect the way Kent Police and/or Essex Police operates. Possesses a detailed understanding of the inter-relationships between activities, roles, functions, and how organisation structures and police systems work. Understands and impacts on working procedures, practices and policies within areas of responsibility and ensures that these are followed at all times. Contributes to Force goals and is accountable for delivering local business plan objectives.

Management of police information (MOPI) (level 3)

Has a basic understanding of the APP for Information Management (incorporating MOPI guidance) and its practical application. Recognises when there is a policing purpose to record information. Is familiar with the NPCC Retention Schedule. Takes personal responsibility to ensure information is recorded accurately and is retained for as long as it has a policing purpose and is stored in such way to allow it to be accessed by those with legitimate reason. Securely disposes of material which no longer has a policing purpose. Has successfully completed all standard relevant Information Management and Security, training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents.

Office organisation (level 4)

Fully conversant with organising an office and able to develop working practices which impact on productivity. Able to adapt and innovate so that the office environment contributes to increased efficiency and effectiveness. Can plan and control office activities to meet objectives. Able to prepare and present management information which facilitates action. Effectively evaluates information/products and makes recommendations on following a course of action.

Office technology (level 4)

Demonstrates advanced skills in the use of one or more office software products.Able to use these packages to enhance the quality or presentation of work required within the role. Manages data files and file structures. Provides on the job training and guidance to other staff in the use of specific or specialist software, if required. Familiar with established IT rules and protocols and shows a good understanding of data protection requirements.

Risk management (level 3)

Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors.

Statistical analysis (level 5)

Has a detailed knowledge of statistical analysis techniques and methods, and demonstrates the ability to devise statistical gathering programmes and analyse the results. Confident to handle multiple sources of information to extrapolate statistical information and rationalise data from many sources. Likely to possess a degree in Statistics, or a related discipline, or have substantial experience in a related role.

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