Leeds City Council
ASB Triage Officer
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ASB Triage Officer
Salary: C3 £32,061 – £33,699
Hours: 37
Contract: Permanent
Location: Middleton Complex
About the Role
As an ASB Triage Officer you’ll thrive on working within a busy team environment dealing with the start of the customer journey in the Council’s ASB service ensuring high quality customer service and developing early intervention strategies to reduce the harm caused by ASB in our communities.
It’s not about call handling, it’s about being part of a team ensuring that customers reporting ASB and domestic noise nuisance feel confident in the service provided, that service requests are handled correctly by the most appropriate agency, that opportunities for early resolution are fully explored and that threat, harm, risk and vulnerability of service users are identified.
About You
As an ASB Triage Officer, you will bring to the role:
- Customer focus, organisational skills, Enthusiasm and personal drive
- A people-orientated and solutions focussed approach
- An understanding of how ASB and domestic noise nuisance affect individuals and communities.
- An ability to interpret and analyse complex data to ensure that the customer needs are met.
- The ability to identify, contribute towards and deliver service improvements
What We Offer You
We take pride in offering the best employee experience, with benefits including
- a competitive salary and annual leave entitlement plus statutory holidays
- membership of the West Yorkshire Pension Fund with generous employer contributions
- flexible and hybrid working arrangements subject to service requirements
- a clear career pathway and continuing professional development opportunities
- a range of staff benefits to help you boost your wellbeing and make your money go further
How To Apply
Please complete the online application form.
Read our guidance for further advice on completing your application.
We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.
If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.
Job Description
Job Purpose:
The post holder will work within the ASB Triage Team and provide a customer focused interface between Safer Leeds and the general public.
The post holder will review reports of anti-social behaviour, record information accurately and undertake necessary risk assessments. They will be responsible for managing customer expectations and will make key decisions about the allocation of anti-social behaviour (asb) reports based on the risk, threat and harm to people and places.
The post holder will identify repeat callers, hot spot areas, and complex issues and refer enquiries into the Community Marac to ensure focused and effective problem solving is undertaken. This will involve extensive working with internal/external partners, professional agencies and stakeholders
Responsibilities
- To have principal responsibility for anti-social behaviour enquiries and reports referred into the ASB Triage Team.
- To assess reports of anti-social behaviour and harassment (including all hate crime) ensuring pertinent facts, and available evidence is accurately recorded in order to determine an appropriate course of action.
- To apply a thorough risk assessment to determine the priority and seriousness of the anti-social behaviour reported.
- To assess the needs and vulnerability of people and places, making decisions and identifying circumstances where it is necessary to provide additional support and reassurance, making necessary referrals to Victim Support, Mediation, support agencies and both internal and external providers.
- To provide excellent customer service, manage customer expectations, provide advice and guidance, and collate customer satisfaction information.
- To engage with a diverse range of partner agencies (e.g. Youth Offending Teams, Social Care, Youth Services, Police, Victim support etc) to obtain information and identify opportunities to assist the appropriate and effective triage of the report.
- Undertake case audits to ensure work is undertaken in accordance with agreed procedures, service standards, partner agency service level agreements and current legislation.
- To maintain all records in accordance with procedures ensuring all reports and recording systems (paper and computer based) are updated, and information recorded accurately.
- To ensure all reports made to the ASB Triage Team (via contact centre, email etc) are created within systems to facilitate performance reporting and audit trail.
- To liaise with the Out of Hours (OOH) Noise Team to ensure all out of hours reports are captured and assessed by the ASB Triage Team.
- To lead on specific/priority areas of work within the anti-social behaviour field as and when required, including the provision of training and mentoring
- To utilise a menu of tools identified within procedures to appropriately resolve anti-social behaviour reports.
- To work proactively with a range of partners/stakeholders/professional to resolve asb reports at the earliest opportunity.
- To work proactively with colleagues within the operational LASBT teams, referring asb enquiries with clear, detailed information about the decision made and a completed risk assessment.
- To contribute to area based multi agency anti crime initiatives to reduce instances of asb crime, and disorder.
- Provide any statistical information and intelligence for reports as required and on request of managers within the partnership.
- To work in a flexible manner to provide cover across the partnership and recognising the potential requirement to work outside normal office hours/weekends on occasion and with notice.
- Responsible for the allocation and tasking of work to operational teams and identification of training needs and mentoring as and when required.
- To carry out all duties in accordance with the Council’s/ALMOs Equal Opportunities and Disability/Discrimination policies and procedures
- To undertake any other duties as may be required which are commensurate with the responsibilities and grade of the post
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Personal Specification
Essential Requirements
It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.
Method of Assessment will be through one or more of the following: Application Form, Test, Interview or Certificate.
Skills
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- Demonstrable evidence of a range of problem solving, analytical and social skills required to effectively progress a challenging caseload
- Ability to work on own initiative, make decisions and prioritise caseload.
- Excellent literacy skills, having an ability to construct detailed and coherent handwritten and word processed statements and/or reports.
- Computer literate with proven ability to work with a range of databases, case management systems and core packages.
- Ability to communicate effectively face to face, over the phone and in writing.
- Ability to manage customer expectations and deal with people showing a variety of emotions including aggression.
- Ability to work as part of a team
- Ability to develop relationships with partner agencies and work to achieve positive outcomes.
- Ability to identify vulnerability and safeguarding issues
- Ability to identify and refer reports requiring intervention/involvement from partners, agencies and stakeholders other than LASBT
- Ability to audit case investigations to ensure the compliance of procedures is adhered to.
Knowledge / Qualifications
- Knowledge of the range of legislative tools and procedures available to tackle anti-social behaviour and an awareness of related legislation and/or national strategies, which may impact on an anti-social behaviour investigation.
- Knowledge of the Freedom of Information Act.
- Knowledge of GDPR (Data Protection) legislation.
- Knowledge and understanding of Equal Opportunities legislation.
Experience
- Experience of working within an anti-social behaviour, community safety or multi agency setting.
- Experience of working with customers displaying a range of emotions in a range of settings
- Experience of working within a multi-agency partnership that has effectively addressed identified community issues.
- Experience of working with computerised/database systems to record and monitor information.
- Experience of working within a busy team environment with conflicting priorities and demands.
- Experience of working with vulnerable, high risk service users
Behavioural And Other Characteristics Required
- Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
- Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
- Able to understand and observe Leeds City Council equality and diversity policies.
- Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
- Willingness to actively participate in training and development activities.
- Flexible and adaptable to change to assist other services as required commensurate to grade.
- Participate in appraisal, training, and development activities.
- Be aware of and comply with Leeds City Council policies and procedures.
- Be aware of and support difference ensuring equality for all, working in an anti-discriminatory manner, upholding, equality & diversity.
- Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
- The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
Desirable Requirements
It is desirable that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates
Knowledge / Qualifications
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