Witness Care Unit Manager

Job title: Witness Care Unit Manager
Grade: Grade F
Role code: SA019
Status: Police Staff
Home Office code: Operational Support

Main purpose of the role:

Manage the Witness Care Unit, participating in the strategic management of victim and witness care as it affects the Force and the Unit and the levels of integration with other Criminal Justice partners including the Crown Prosecution Service and Courts. Manage the long term staffing and resource implications for the Unit, maintaining and developing effective working practices with other Criminal Justice Agencies, to ensure Victim justice objectives are met and that the Unit continues to operate within current policy, working practices, procedures and legislation.

Main responsibilities:

• Participate in the strategic management and development of the Force Witness Care Unit, as part of Area Operations, contributing to Force policy and business planning, ensuring that all local, Force and National criminal justice objectives are met and proactively contribute to the management of change, keeping the Force up to date with developments within the Victim Justice framework.
• Manage the No Witness No Justice Minimum Requirements, Victims Code of Practice and Witness Charter including dealing with all issues of witness support programmes and the reduction of ineffective trials. This will include ensuring full compliance through the use of appropriate roles and responsibilities and the trouble shooting of problems.
• Maintain and develop close working relations with other Criminal Justice Agencies through attendance at regular strategic meetings and Kent Victim Justice Board Sub Group meetings, enabling the smooth implementation of the constant changes in the Victim Justice system, adherence to targets, service level agreements, joint guidelines and Home Office policies.
• Manage the staff of the Unit including long term staffing issues, equitable working practices, taking responsibility for the resolution and investigation of complex and sensitive welfare, capability and disciplinary issues, medium to long term recruitment, health and safety and the various training strategies needed to ensure that all staff are able to deal with cases in accordance with Force policy and procedures, as well as the Home Office strategies and the Manual of Guidance.
• Monitor and implement changes in relevant law, Force policy and procedures and Home Office guidelines, ensuring that staff are properly informed of changes, and that their working practices are adjusted in light of such changes or in the pursuit of improved efficiency to meet set targets and goals.
• Provide statistics to the Strategic Victim Justice Department, Division and the Home Office as required, ensuring that responses to such requests are both accurate and timely. This will include providing and managing budget data, as appropriate.
• Analyse statistical information and reports, identifying good practice for dissemination and issues of concern, developing strategies to improve and enhance the quality and efficiency of the work undertaken within the Unit.
• Manage the Unit through the long term planning and development of service provision, including succession and resource planning and participation in corporate Force wide reviews and projects, providing an efficient and cost effective service to meet the needs of the organisation, ensuring that performance objectives are an integral part of the Units operation. This may include representing the Force at local, regional and national meetings.

Vetting level:

Recruitment Vetting (RV)

Necessary experience:

The Witness Care Unit Manager will have sound, demonstrable experience of working within the Criminal Justice environment, and at a supervisory level. A comprehensive knowledge of the police / Victim justice policy, working practices, procedures and legislation is essential and a relevant qualification in this area would be advantageous.

The post holder must demonstrate high levels of personal motivation and drive, together with the ability to prioritise and organise work, developing and motivating teams to achieve demonstrable results whilst working under minimal supervision. A management qualification i.e. DMS or equivalent is also desirable.

Good interpersonal and communication skills, both verbal and written, are required in this role, and these will eed to be flexibly applied to handle a variety of situations including dealing with all types of witnesses - angry, abusive, vulnerable and reluctant from all walks of life and professions, handling sensitive and personal welfare issues and providing robust dvice and guidance to senior managers.

Strong customer orientation is essential; in order to ensure the Unit achieves Force agreed service levels and performance targets. Excellent IT skills are required in order to understand and manage the wide variety of systems used within the Unit. These systems currently include Case Management programmes, PNC, STORM, Libra, SAP, Excel, Word and Email including the use of Internet and intranet connections.

Behaviours:

Analyse critically (level 2)

I ensure that the best available evidence from a wide range of sources is taken into account when making decisions. I think about different perspectives and motivations when reviewing information and how this may influence key points. I ask incisive questions to test out facts and assumptions, questioning and challenging the information provided when necessary. I understand when to balance decisive action with due consideration. I recognise patterns, themes and connections between several and diverse sources of information and the best available evidence. I identify when I need to take action on the basis of limited information and think about how to mitigate the risks in doing so. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics.

Collaborative (level 2)

I manage relationships and partnerships for the long term, sharing information and building trust to find the best solutions. I help create joined-up solutions across organisational and geographical boundaries, partner organisations and those the police serve. I understand the local partnership context, helping me to use a range of tailored steps to build support. I work with our partners to decide who is best placed to take the lead on initiatives. I try to anticipate our partners' needs and take action to address these. I do not make assumptions. I check that our partners are getting what they need from the police service. I build commitment from others (including the public) to work together to deliver agreed outcomes.

Deliver, support and inspire (level 2)

I give clear direction and expectations, helping others to understand how their work operates in the wider context. I identify barriers that inhibit performance in my teams and take steps to resolve these, enabling others to perform. I lead the public and / or colleagues, where appropriate, during incidents or through the provision of advice and support. I ensure the efficient use of resources to create the most value and the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long term potential implications for the Police Service. I motivate and inspire others to achieve their best.

Emotionally aware (level 2)

I consider the perspectives of people from a wide range of backgrounds before taking action. I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome. I promote a culture that values diversity and encourages challenge. I encourage reflective practice among others and take the time to support others to understand reactions and behaviours. I take responsibility for helping to ensuring the emotional well being of those in my teams. I take the responsibility to deal with any inappropriate behaviours.

Innovative and open-minded (level 2)

I explore a number of different sources of information and use a variety of tools when faced with a problem and look for good practice that is not always from policing. I am able to spot opportunities or threats which may influence how I go about my job in the future by using knowledge of trends, new thinking about policing and changing demographics in the population. I am flexible in my approach, changing my plans to make sure that I have the best impact. I encourage others to be creative and take appropriate risks. I share my explorations and understanding of the wider internal and external environment.

Take ownership (level 2)

I proactively create a culture of ownership within my areas of work and support others to display personal responsibility. I take responsibility for making improvements to policies, processes and procedures, actively encouraging others to contribute their ideas. I am accountable for the decisions my team make and the activities within our teams. I take personal responsibility for seeing events through to a satisfactory conclusion and for correcting any problems both promptly and openly. I actively encourage and support learning within my teams and colleagues.

Values:

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:

Budget management (level 5)

Knows how to access and request routine financial management information, to inform decision making. Considers alternative courses of action having discussed the financial implications with the budget manager. Is able to produce costed options for consideration by the budget holder.

Business planning (level 4)

Gathers relevant information and statistics to support the business planning process at Division / Department level. Identifies key objectives in order to improve local performance and ensures these are aligned with the Force Strategic Aims. Effectively communicates agreed objectives and targets to the local workforce. Plans for and ensures the best use of resources and value for money.

Customer services (level 4)

Able to identify and interpret more complex problems affecting customers. Suggests improvements in customer services and generates solutions on behalf of customers, taking the necessary action to deliver these solutions. Regularly provides enhanced and high level customer service. Demonstrates the ability to select information for communication to customers and improve the flow of information between the organisation and customers. Actively seeks opportunities for improving working relationships.

Health and safety (level 4)

Has received Supervisor training and takes responsibility for the safety of directly subordinate staff and visitors. Understands the procedures in place for the safe storage of hazardous substances, fire precautions and evacuation. Resolves hazards or problems identified within roles or work environments. Undertakes skills passport assessments for new and existing staff. Re-assesses passport as and when new equipment /technology is introduced.Completes annual reviews of skills passports, training needs analysis.

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 4)

Can conduct basic computer searches and can correctly interpret data generated. Can create and amend records, according to role requirement. Knows established rules and protocols. Understands impact of data quality, and is self-monitoring on data quality issues.

Interviewing - general (level 4)

Has received some training in reliable interviewing techniques and is able to apply these techniques fairly, consistently and to good effect. Identifies the key issues for examination and tests these using open and probing questions. Identifies weaknesses and inconsistencies in the account and seeks clarification. Keeps good written records of the interview for future

Knowledge of police environment and policy (level 4)

Displays a general appreciation of changes affecting the police service. Understands the inter-relationships between the roles of the various Operational and Support activities, and how organisation structures and police systems work. Possesses a detailed understanding of working procedures, practices and policies relevant to the current role and the roles of subordinates and ensures that these are followed at all times. Is clear about Force goals and effectively contributes to local business plan objectives.

Management of police information (MOPI) (level 6)

Review, monitors and produces recommendations for revisions to policies and operating procedures for specialist area/ systems. Following agreement implements changes and disseminates changes to all relevant personnel, updating all associated processes and procedures whilst ensuring compliance with force policies, procedures and any relevant legislation. Provides advice and guidance to system users from outside of own section or directorate. Directs quality assurance processes in respect of prioritisation, sanitisation, dissemination, sharing, relevancy, accuracy, adequacy and timeliness.

Office organisation (level 5)

Able to take full responsibility for complex administrative activities, including contingency planning in case of staff sickness, equipment failure etc. Able to devise local policies for file storage, archiving, security arrangements etc. in compliance with Force procedures. Competent to review and adopt new working practices for improving office organisation and contribute to policy decisions affecting service delivery. Confident with planning office reorgnisation and moves of a substantial nature whilst continuing to deliver an effective service.

Office technology (level 3)

Able to utilise relevant Force standard office software products such as word- processing, spreadsheet, database, presentation and desktop publishing packages to a standard that matches the requirements of the current role in terms of quality and speed. Can operate other items of essential office technology such as photocopiers, facsimile machines, answerphones, shredders, in order to effectively undertake the requirements of the current role. Aware of the implications of Data Protection and acts appropriately in this respect.

Risk management (level 5)

Able to anticipate, accurately define and establish the relative level of risk likely to affect their specialistfunction, in terms of likelihood and impact, together with how the challenges facing the wider organisation might affect their role within the force. Assesses the risks of national initiatives providing feedback at the relevant level. Has an understanding of pathways to alert all appropriate senior managers to flawed or ineffective control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.

Training (level 3)

Able to present and convey ideas and new/ revised procedures, on a one to one or group basis, to a logical and well structured plan. Aware of a variety of training techniques, tools and principles.

National Occupational Standards:

AA1 (Level Accredited)
Promote equality and value diversity.