The Recruitment Process Force Communications Operator

The Recruitment Process Force Communications Operator HR & FCS

The purpose of this presentation is… • To explain the structure and format of the application and interview process. • To explain how to complete an Application Form. • To explain the assessment centre process. • To explain the interview process. • To highlight what you can do to assist and influence your own development.

Application Forms Application Form in 2 Parts Part A – Personal Information for Personnel only Part B – Section 1 – Employment history Section 2 – Evidence – COMPETENCY BASED

FCS Operator Role Profile The FCS Operator role is an Omni Competent position which involves • 999 & 101 Call Handling • Dispatch • Recording and Investigation of certain crime types • The role description is structured under the following headings and you will see on the application form you only need to document evidence on the application form for certain headings

Evidence Evidence should be competency based • A competency defines a particular behaviour necessary for effective performance when carrying out a particular job function. • Past behaviour indicates future performance – specific example from the past when you used or displayed the relevant competency • Explain what you did and why and how you overcame any particular difficulties and or lessons learned.

Structure Evidence needs to be structured! STAR • SITUATION- set the scene • TASK - outline what the goal was • ACTION - describe the actions you took • RESULTS - what was the result or need to REVIEW

What affects short listing? • Evidence - structure • Jargon – unless you explain the meaning of the acronyms • Assumptions – do not assume that because you are an internal candidate that the reader knows what you are talking about • Statements – e.g. I am an experienced administrator. I have worked in various departments within the organisation – give examples. • ‘WE’ say ‘I’ • Spelling and grammar These points are also relevant to the interview

What could be used as an example? • An everyday occurrence or special project (s) that you have undertaken personally • A specific one off incident OR the results of sustained effort over a period of time • One in which you invested personal time and effort • Relatively recent (within 3 years to reflect recent behaviour) • Can be work based or any other source as long as the example demonstrates clearly that it satisfies the competence / behaviour required. • Promotion – work based.

Phrases to avoid • I am always courteous to customers……… • My job involves me………. • First I input the customer details on to the computer…….. • It is very important to deal with complaints promptly…….. • A meeting was called ………. • We decided to adopt option………. • I displayed tact and diplomacy………. • When I receive this I intend to………. • Considered case suitable for OC to enable Decree and inhabitation…….

Example of Weak Evidence – Team Working • My role revolves around working with a team. Team working and close working relationships within the department are essential. People need to understand their own role in a team and they can actively support others to achieve objectives. • I am part of a team that input figures which are used to produce force statistics. When information is received late and some of the team input information incorrectly this impacts on the accuracy of the statistics and can cause tension within the team. Meeting and discussion were arranged by line managers to ensure that people were working as a team and to promote better working relationships.

Example of Stronger Evidence – Team working • Situation and Task My role involves ensuring information is received on a timely basis and that it is accurately input into the spreadsheet. The team were advised by my line manager that a number of errors were being made and this was going to be monitored over the next two weeks. • Action and Result I spoke with my team and volunteered to go through the mundane task of rechecking everyone’s forms to find out why the errors were occurring. I quickly noticed that there were a number of issues in relation to one member of staff and I approached them to find out if they needed any help in inputting the information. The person indicated that they had been having difficulty in accessing screens and had been very anxious about asking someone to explain the system to them again. I explained that I would go through the system with them again in another room so that they would not feel uncomfortable. I also said that they could speak with me if they had any queries in the future. The person thanked me for my help and the team’s performance greatly increased as a result.

Example of Weak Evidence– Knowledge • My role revolves around using a number of applications and systems. As I have been in the role for some time I am very experienced and have a strong level of knowledge of the systems. • I would like to receive training

Example of Stronger Evidence - Knowledge • Situation and Tasks Whilst working within my Unit, I was required to record and analyse data from a mobile speed camera. • Action and Result I used Microsoft Excel to analyse data recorded by a mobile speed camera. I collated the information on a spreadsheet and used formulae, the sort and filter facility to allow the user to easily identify information such as; how may vehicles travelled at certain speeds; the area the vehicles travelled; the times the travelled. In order to present this information at a PACT Meeting, I used a power point presentation to display the key statistics into slides and used Microsoft Word to type up a report from my line manager which indicated the issues and how the Force was going to address the concerns of the public.

Assessment Centre • If you are successful at the shortlisting stage, you will be invited to an assessment centre. • The assessment centre is timed and involves: • A Typing test – Looking to ensure accuracy and correct spelling at a rate of approx. 30 words per minute. • Extract and Record information from simulated telephone calls and answer subsequent questions about what they have heard • Prioritising skills – Deciding what requires an Emergency or non emergency response. • Multi Task ability – Listen to information, pick out relevant parts and then record it correctly in the correct place. Top tip • Practice typing – lots of online resources to support this • Practice your listening & comprehension skills.

Interview Process • The interview will be competency based. Competencies can be found on the role profile document. • What will it look like? Panel of 3 people - usually the manager of the department - maybe another member of the department - an independent member or HR representative - Or could be 3 unconnected people who are Competency Based Interview trained - ----important because they will know nothing about the role/department/your role (if internal) • Maximum of 5 questions based on the competency areas highlighted on the job description

Interview Process – Continued.. • Time limit to answer the question (5 mins). • Be prepared with more than one example. (Avoid being over rehearsed) • Listen carefully and accurately answer the question. • Scoring System – 1 – 7 1 - Provided no evidence 2 - Serious shortcomings in quality or quantity 3 - Generally acceptable, some shortcomings 4 - Sound and acceptable 5 - Quality evidence supplementary to that expected 6 - Markedly exceeded the standard 7 - Exceptionally strong

The Recruitment Process Force Communications Operator