Victim Care Merseyside team leader

Job reference: 624
Closing date: 23.59 on 04/07/2022Victim Care Merseyside
Salary: Grade E £27,432 - £32,394
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 supervise a team of Victim Care Officers (VCOs) to ensure a professional and effective support service is delivered to all victims. Provide guidance and direction to VCO’s and supervise escalations.

Drive the Victim Care Merseyside (VCM) hub to provide a quality customer focused professional support service, that delivers both efficiency and effectiveness.

Identify continuous improvement opportunities that will develop the VCM hub to better meet the demographic and changing needs of victims within Merseyside. Ensuring those requiring specialist support have been referred on.
Supervising workload so that demand and staff welfare is managed that facilitates the best support victims can receive. Supporting the team Manager as required across all responsibilities.

Principal Accountabilities

  • Lead Victim Care Merseyside Officers. Allocate workloads / tasks to the team, monitoring, and providing feedback to improve performance.
  • Manage demands and ensure staffing levels are sufficient and flexible to meet times of high demand across a day/week/month or seasonal patterns
  • Provide direction and guidance to VCO’s on cases, especially those that are more complex in detail or victim needs, and if required directly support the VCO or take ownership of such cases. Team Leaders should help upskill VCO’s to understand any decisions on actions, whilst ensuring the best victim support and managing expectations to ensure trust and confidence is maintained
  • Ensure all referrals into VCM are accurately and appropriately recorded as according to requirements and Force Policies and procedures. Data quality and information management rules must be adhered to
  • Manage sensitive victim cases which involves the Professional Standards Department (PSD) investigations
  • Proactively build and maintain relationships with internal and external partners to ensure victims are fully supported and are referred to any other relevant service which may meet additional needs identified
  • Support staff to undertake their role by ensuring the training, development and emotional welfare support needs of staff are met
  • Collate and analyse data to provide reports for review by management which look at a variety of aspects (e.g. Aimed at; improving the victims journey, performance data and VCOP compliance, customer satisfaction) and report on performance as required to the team manager and internal meetings as delegated

Knowledge & Experience 

  • Foundation degree or level 5 Qualification (or equivalent) (E.g. NVQ in Management/Leadership/Counselling/Customer Service or Social Care).
  • Extensive experience of working in a ‘customer or victim focused’ environment with the ability to show empathy, compassion, and emotional awareness. Have the inherent ability to build and maintain trust and confidence of their team to ensure effective victim focused support is delivered.
  • Must demonstrate adaptability within a constantly evolving Criminal Justice system, being flexible about different ways of working and putting effort into making them work.
  • Knowledge and understanding of the priorities of victims and witnesses in the Criminal Justice System E.g., Victim’s Code of Practice, Witness Charter.
  • Knowledge / awareness (or be able to learn) of criminal offences police
  • investigation processes and disposal outcomes of suspects.
  • Ability to plan and organise, manage priorities, balancing resources and work
  • to deadlines monitoring delivery to ensure required standard is met.
  • Supervisory experience of managing a team.
  • Ability to take a ‘One team approach’ to ensure the team works well together and strives to deliver the best possible service for individual victims.
  • Excellent communication skills, both oral and written to promote the work of the unit and give quality of service to internal and external customers. Have an empathetic approach and excellent communication skills to both support the team and victims.
  • Must be able to problem solve, and take a positive approach to solving ‘challenges’ and identifying solutions, both with their team and individual victim cases. When considering appropriate interventions for the victim, You will use their own judgement to make decisions (using National Decision-Making model), provide guidance, support and coaching to staff within the team.
  • Ability to make decisions based on data, fact and what is the right thing to do for victim(s) and also the team/individuals.
  • Knowledge (be able to learn) force IT systems that are required for the role.
  • Clear and demonstrable professional and ethical standards in line with all force policies.