Victim Care Merseyside officer

Job reference: 623
Closing date: 23.59 on 04/07/2022Victim Care Merseyside
Salary: Grade D £23,817 - £36,016
Employment type: Permanent - Full Time
Hours per week: 36.5
Working Days: 5
Location: Merseyside Police headquarters Rose Hill, Cazneau Street, Liverpool

Job Purpose


To provide a vital customer centred, professional and effective service with high quality tailored support to victims. To identify individual victims needs and provide a bespoke cope and recovery support plan, together with, emotional support, advice, guidance, and action.

This will be achieved by completing initial assessment of needs with individual outcomes and goals, and risk assessments that are comprehensive to determine how and what the victim needs to cope and recover from the crime. To be responsible for identifying potential safeguarding concerns and manage any immediate victim risks.

To identify and provide immediate interventions for service users to help improve their emotional wellbeing as part of the victim’s journey, which in some cases will include long term emotional support practical guidance for vulnerable victims of crime. Ongoing victim care case workload and prioritisation will form an integral aspect to the role to
ensure an effective and efficient customer focused service, in line with Ministry of Justice requirements.

Principal Accountabilities

  • Take ownership for individual victims and be their designated care support provider and coordinator, ensure trust and confidence are established and developed with the victim in order to better support them
  • Undertake a formal needs assessment and, jointly with the victim, make decisions on the best course of action for each victim’s recovery plan, including situational understanding and awareness of the victim with regards threat, harm, risk, vulnerability, and any immediate risk management that is required under Safeguarding legislation and in line with the National Decision Making Model
  • Proactively identify the best method of communication to facilitate the support strategy for a victim in their recovery, helping to reduce the mental load and stress for the victim, and enabling the victim to freely communicate in a manner that suits their personal circumstances and their long-term recovery needs.
  • Actively self-manage, review and prioritise a live caseload of victims, providing support and interventions
  • Recognise when a victim requires more specialist interventions or referrals due to complex or specialist needs and provide reassurance to the victim
  • Ensure victim contacts, actions and interventions are recorded appropriately and accurately on Victim Care Merseyside IT systems.
  • Maintain the trust and confidentiality of victims who may be high profile, and ensure they are afforded the same empathetic approach and confidentiality that all victims are entitled to.
  • Provide and maintain effective working relationships between Victim Care Merseyside and third-party providers of support, including specialist

Knowledge & Experience

  • The role requires a Level 3 NVQ qualification (or equivalent) or significant experience in a similar role / environment. Ideally the qualification will be relevant to victims and/or customer services (E.g. NVQ in Community Justice: Work with Victims).
  • The ability to show empathy and compassion to victims, having the ability to quickly build trust and confidence will be a crucial aspect to this role. Remain calm, polite and professional and de-escalate any potential conflict that may arise when communicating with others. Manage conversations and be able to ‘close contact’ where required in a respectful manner.
  • Post holder will need to demonstrate adaptability within a constantly evolving Criminal Justice system, provide a quality service being flexible about different
  • ways of working and contributing to successful outcomes and continuous improvement. Be a problem solver, taking a positive approach to solving problems and identifying solutions. When reviewing the victim needs assessment the VCO will use their experience, knowledge and skills when considering appropriate interventions for the victim.
  • Knowledge and understanding of the priorities of victims and witnesses in the Criminal Justice System and can be trained in Criminal Injury Compensation Claims. E.g., Victim’s Code of Practice, Witness Charter and other Victim related policies and procedures both internal and external to organisation.
  • Knowledge, experience and awareness (or able to learn) of criminal offences, the criminal justice processes and out of court suspect disposals, to be able to use this knowledge to help victims understand decisions and be reassured.
  • Excellent communication skills with ability to show empathy using active listening skills – the post holder will be communicating with victims including vulnerable victims as a key function of the role. Adapt communication styles to support the needs of the victim.
  • Manage, prioritise, and review workload to maximise time and productivity and ability to adapt to changing demands to ensure effective and efficient service delivery as part of the team. Have the ability to assess, interpret, analyse and evaluate information that will help identify relevant actions that enable the best outcomes for victims and take a ‘one team approach’ to ensure the team works well together and strives to deliver the best possible service for individual victims.
  • Knowledge or ability to learn to use relevant force IT systems (E.g. Corvus, Niche, etc).
  • Knowledge and ability to build knowledge of other victim service providers will form part of this role. This is crucial to ensure the victim can be signposted/referred to third party providers, when required, to help their continued cope and recovery, or because of more specialist needs identified by the VCO.
  • Clear and demonstrable professional and ethical standards in line with all force policies.

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