MetCC Insight Pack - Contents

Section MetCC Overview Training, Postings and Tenure MetCC Mission Vision Values Parking Met Organisational structure Staff development and InfoPortal Role of MetCC Recruitment and selection processes First Contact Vetting Despatch Pay and Benefits Special Operations Room, Pan London and Technology MetCC moving forward Shift Patterns Appendices Inclusive Employer A. Draft of Despatch Operator Role Description Flexible working B. General application advice

This document should be reviewed every six-months and should therefore exist in electronic form only.

Do not print in whole or in part unless strictly necessary. 2 MetCC Overview

MetCC is the forefront of Command and London is a major international city, and MetCC will also be decanting all despatch Control for the Metropolitan Service with that status comes a huge demand for services from existing sites to local (Met) and is the largest department of its an efficient and effective police service for Operations Rooms, creating a unified and kind in the . MetCC provides the people in London. MetCC is designed streamlined despatch model that will enable London with its police response services by and able to manage current and future Basic Command Units (BCUs) to actively handling emergency and non-emergency demand for emergency and non-emergency manage demand, risk and resources to calls and despatching police officers to deal response. Mobile and digital efficiently deliver the best response to with incidents across the capital. communications have made it easier to London. contact the police. It also provides specialist police communications support for many of the MetCC is therefore crucial in tying the large-scale public occasions and events that different parts of the Met together and šl ‰o ]v 9µŒ}‰[• oŒP•š ]šÇX providing an efficient, consistent and robust communications service to the whole of London, meeting the demands and needs of MetCC employs 300 police officers and 1400 our citizens. police staff at its three centres within London located at (South East London), Hendon (North London) and Bow Moving forward (East London). The centres have specialist MetCC is introducing new technology that operations floors equipped with will increase efficiency and improve communications technology. information sharing.

3 MetCC Mission Vision Values

MetCC Mission Vision and Values 2020-2025 directly support delivery of the Met Direction

Mission - Why we exist Objectives - How we will achieve this Values - Achieving our vision To keep people safe by providing an • Improving customer experience and Our values reflect those of the Met and are efficient, customer focused and resilient •š]•(š]}v Ç (}µ•]vP }v ÁZš[• ]u‰}Œšvš š} important as they shape and guide the way we communications service to meet the Londoners, learning from experience from work: demands and needs of our public. }šZŒ[• v }v•švšoÇ •šŒ]À]vP š} ]u‰Œ}ÀX • Professionalism t When engaging with the • Improving employee experience and wellbeing public, partners and colleagues. Vision - What we want to achieve by supporting and caring for each other, • Integrity - In our processes, our actions, and working as a team and provide an attractive our willingness to be accountable. Ensure our global capital city deals with place to work. the current and future police demand for • Courage - In decision making - in our response emergency and non-emergency incidents • Improving our efficiency and effectiveness to and management of incidents. while providing specialist police through the introduction of new technology and ways of working. • Compassion - In dealing with the public, communications to support large-scale victims, witnesses, vulnerable people and our incidents, occasions and events. • Improving the identification and management colleagues. of threat, harm and vulnerability by seizing the opportunities of data and digital technology. These values are underpinned by standards of behaviour contained in the College of Policing • Building a more diverse and inclusive Code of Ethics, which supports every member of workforce to enable MetCC to deal effectively policing to deliver the highest professional with future challenges. standard of service.

4 Met Organisational structure

The Met is composed of five operational Business Groups: • Frontline Policing (FP): delivers local policing and specialist crime investigation • (SO): is responsible for the security and protection of London from terrorism, extremism and subversion. • (MO): delivers operational capabilities that support FP and SO. MetCC (also known as MO12) sits within this Business Group. • Professionalism: drives continuous improvement of professionalism and operational practices • Met Headquarters (HQ): covers People, Commercial and Finance, Transformation, Strategy and Governance, Legal Services, Media and Communications and Digital Policing

5 The role of MetCC

MetCC has one of the most important roles in the Met and is responsible for: { Ivo]vP }ÀŒ ò u]oo]}v šo‰Z}v oo•  ÇŒ - 999 and non-emergency calls and on-line reporting from the public, partner agencies and other police forces. { 5‰o}Çuvš }( }‰Œš]}vo µv]š• š} ðXñ u]oo]}v ••]Pvuvš• š} vŒoÇ î u]oo]}v ]v]vš• ‰Œ ÇŒX { tŒ}À]]vP •µ‰‰}Œš š} ‰}o] }ooPµ• Á}Œl]vP Œ}•• [}v}vX

There are four operational business areas:

6 MetCC First Contact and Despatch

First Contact • Extended - within time frame In addition, Despatch Operators perform a agreed/appointment. range of support functions in order to assist The Met receives the largest number of calls front-line colleagues including: and on-line reporting to police daily within • Referred. the UK. The volume and nature of calls • Book appointments for callers and varies greatly depending on the time of day, advise Despatch of the date, time and • Co-ordinating other emergency response day of the week and time of year vehicle call-sign. units such as the London Ambulance Service (LAS) and London Fire Brigade (LFB), as well as Pan London police units First Contact (FC) is where emergency and Despatch such as the National Police Air Support non-emergency calls and on-line reports Unit, Specialist Firearms and Dogs units. (handled by FC Digital) are received and set The Area (MPA) is the standard how each incident is handled. covered by twelve Basic Command Units • /oo]vP  À]š]uU À]š]u[• (u]oÇ }Œ vÆš }( (BCUs). BCU Emergency Response Team kin to gain vital intelligence to assist respond to I or S graded calls, while officers at the scene FC Communication Operators: Neighbourhood Policing Teams respond to • Carrying out Police National Computer extended calls, such as Anti-social Behaviour • Obtain all the required information and (PNC) enquiries on behalf of officers, (ASB). pass that information to Despatch. such as vehicle of name enquiries • Risk assess and categorise, or grade in terms of police response: Despatch Communications Operators deploy A DRAFT role description for a Despatch BCU police resources to incidents reported • Immediate - response required within Operator can be found at Appendix A. 15 minutes. to First Contact. Once a call has been graded, Despatch Operators will manage the • Significant - response required within incident and assign officers as appropriate. 60 minutes. 7 MetCC - SOR, Pan London and Technology

Specialist Operations Room Pan London Technology The Specialist Operations Room (SOR) is the MetCC personnel performing Pan London The Met currently uses two call handling Public Order control room providing roles are responsible for: systems, Computer Aided Despatch (CAD) communications support for pre-planned and Call Handling System (CHS). events occurring throughout the MPA. Every year SOR controls the policing of over 500 • Maintaining an overview of Major and events including: Critical incidents across London The system uses extensive geographic • Initial, fast-time co-ordination of the information systems, allowing the Operators MPS response to spontaneous large- to log calls, record information and utilise • Marches and Demonstrations scale events such as London Bridge or the latest mapping systems to locate the • Ceremonial Events the Grenfell Fire nearest resource, or see the destination. • Major Sporting Events • Day-to-day deployment of Pan London • Major incidents resources, such as Firearms, Dogs and Traffic • Control of Met Vehicle Pursuits. SOR is not 24/7 and opens when required by Public Order Branch. Central Aid (GT) trained staff will be called away from their daily roles to work in SOR when required.

8

MetCC - Inclusive Employer - Flexible Working

As a Disability Confident Committed Employer, the Met is committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations. MetCC prides itself on being an inclusive employer and welcomes applications from those on restricted and or adjusted duties, career breaks and maternity returners. Flexible Working Flexible Working Parameters • Be aligned to the core roster to a Flexible working is available and applications All proposed working patterns will be minimum of 60%. This ensures effective will be considered on an individual basis. assessed using the Strengths Assessment Tool interactions between staff and line Types of flexible working that can be (SAT) to determine the extent to which there managers, and leadership visibility for accommodated include: will be over / understaffing on any given shift. team leaders and supervisors. • Compressed hours All patterns are required to: • Part-time working • Include the original two Professional Points to note: • Term-time working Development Days allocated to each core Line Managers and the Flexible Working • Annualised hours team (0900-1700). Team reserve the right to review any previous • Job-sharing • Include the core aligned MetCC defined history of working High Demand Days and Once a posting date is confirmed, the MetCC High Demand Days (Notting Hill Sunday Bank Holidays and take this into Flexible Working Team will be in contact to v a}vÇU Ioo}Áv v bÁ òŒ[• consideration. discuss options and assess the extent to Eve). The start date of a flexible working which applications meet business needs. • Proportionately contribute to the working application is dependent on successful offer of MO12 Bank Holidays (BHs). of employment, completion of training course and successful negotiation of a • Police Staff must not exceed pro rata BH Time off in Lieu (TOIL). flexible working roster.

11 MetCC - Inclusive Employer - Flexible Working

Flexible working - Training Met officers and staff - Adjusted Duties Proportionately contribute to the working of MO12 Bank Holidays (BHs). Police Staff must • All mandatory training courses for Temporary Adjustments: The Strategic MetCC operate on a full-time basis and Workforce Planning Manager will review any not exceed pro rata BH Time off in Lieu flexible workers will be required to reasonable temporary workplace (TOIL). attend training as per the course adjustments provided by a member of staff • Be aligned to the core roster to a timetable. and or their line manager in line with minimum of 60%. This ensures effective interactions between staff and line • !š o•š îô Ç•[ v}š] Á]oo  P]Àv š} Occupational advice to discuss suitability of allow arrangements to be made. role prior to any posting. This is to ensure a managers, and leadership visibility for consistent and fair approach is applied in all team leaders and supervisors. • There is no provision for flexible working cases. during initial training / coaching period. Points to note: • Should any extension of coaching be required, recruits will remain full-time Permanent Adjustments: Where long term Line Managers and the Flexible Working until they have successfully achieved the recommendations have been made by a Team reserve the right to review any desired competence. Met Medical Officer about the capacity and previous history of working High Demand capabilities of a member of staff that Days and Bank Holidays and take this into • If recruits do not pass their requires any reasonable workplace consideration. training/coaching the provisional offer of adjustments these rosters will need to be flexible working will be withdrawn. submitted via First and Second line The start date of a flexible working management to the Strategic Workforce application is dependent on successful offer Planning Manager for review to discuss of employment, completion of training suitability of role in line with medical officer course and successful negotiation of a recommendations. flexible working roster.

12 MetCC - Training, Posting and Tenure

Training Ongoing training and refreshers Posting and Tenure Internal candidates • After completion of initial training, all • Vacancies regularly occur at each MetCC personnel are expected to attend • All Met officers and staff are required to site. Posting preferences will be complete a four-Ç ^C/ /}µŒ•_U o•} Professional Development Days (PDDs) requested from officers and staff once known as a VBOS course. and complete all necessary mandatory they have passed selection and await training (e.g all - E-Learning (NCALT) posting. Transfer and or joining dates are • This is immediately followed by eight x 8 courses, police officers - Officer Safety dependent on successful completion of hour shifts of one-to-one Coaching. Training and Emergency Life Support). training and coaching. While VBOS training is delivered at MetCC Hendon, coaching can take place at any MetCC site depending on trainer Annual Leave • Officers are required to remain at MetCC availability. VBOS training and coaching • Annual leave cannot be taken and for a period of two years. If they do is usually completed before transferring flexible rosters cannot be worked during apply for another role outside the to MetCC. the first training / coaching period. aš// Á]šZ]v šZ]• š]uU ]š[• µvo]loÇ šZÇ[oo  Œo• (}Œ šZ anniversary of their second year. Supervisors Note: Holidays are booked using the MetCC • In addition to the initial training, }vo]v •Ç•šu ZÁ •šš]}v[X !vvµooÇ }((]Œ• supervisors are required to complete a are required to submit a request form two-Ç ^C/ {µ‰ŒÀ]•}Œ /}µŒ•_ š identifying three preferences for the next years Hendon. leave. Once all requests have been submitted, Duties will allocate leave as fairly as possible.

13 MetCC - Parking

Parking They are also reflective of the public transport For more information please refer to the / parking available in each area: MetCC Parking - Terms of Reference Parking facilities at all MetCC sites is limited. The expectation is that all staff will in the first • Peak Permits: Available in all three sites, instance use public transport when based solely at the discretion of the Centre commuting, although there will be occasions Management Team (CMT). where this is not either available or suitable. In summary: • Motorbike Permits: Available in all three sites. • MetCC Lambeth t Managed by the estate management centrally, MetCC receive an • Disabled Badge Holders: Available in all allocation of parking. three sites. Temporary Permits: Restricted availability in • MetCC Hendon t Managed by the estate • management centrally. Further reduction all three sites, based at the discretion of the due to the ESB decant in Sept 2020. CMT and subject to availability. Off Peak Permits: Available within MetCC • MetCC Bow t Extremely limited. A system of allocated parking permits exists for this Hendon only. facility. Note: All personnel wishing to apply for Parking permits: The types of parking permits parking permits must do so via a 728 using available differs, depending on the site. The process described in the Parking Terms of reason for this variance is to maximise the Reference. All applications must be potential of the parking facilities in all sites. supported and evidenced the first line manager.

14 MetCC - Staff development & InfoPortal

Staff development and promotion promotion. However, in order to retain • FC, Despatch and Pan London and Online MetCC are committed to developing staff. officers with particular skills, knowledge and Reporting information Officers initially start in FC answering 999 experience there are exceptions, most • Controller / Supervisor Hub noticeably amongst those who successfully and 101 calls are expected to develop into • How to guides and links to systems tools Despatch and have the opportunity to be completing the Police Constable to Police trained in GT and Pan London operations. Sergeant promotion process. The Met InfoPortal also shows the current Skills retention: If officers wish to retain Terrorism Threat Level, provides inks to The MetCC Academy design and deliver access Standard Operating Procedures, training to support officers and staff particular skills and certifications (such as being Level 2 Public Order, Polsa search, Duties information, contact the Duties interested in development and promotion. Office, report a problem or submit a In addition, there are opportunities to Advanced or Response driving and Taser) requests will be reviewed on an individual suggestion to the Senior Leadership Team. perform a variety of developmental roles The InfoPortal can be accessed via Met including: basis, dependant on abstractions rates from M012 systems (Aware) by searching for Met • Work based assessor InfoPortal. • Team mentor, SPoC and coach MetCC InfoPortal • Occasional trainer and First Aider The MetCC InfoPortal is not only available to • Professional Standards Informal MetCC personnel, but all Met police officers Resolution Champion and staff. It contains a wealth MetCC specific, police and general information Promotion: There is an expectation that including: police officers transfer out of MetCC on • MetCC Bulletin Board

15

MetCC - Vetting

Vetting Everyone employed in the Met is subject to There are three different types of NSV: recruitment checks of identity, employment history, right to work and unspent criminal

record. But some sensitive jobs require { Counter-Terrorist Check (CTC) for people National Security Vetting (NSV). working at high risk sites or in close proximity to certain public figures { Security Check (SC) for people who work NSV involves assessing the honesty and with SECRET information integrity of an individual which comprises a

range of checks and may be applied where a { Developed Vetting (DV) for people who risk assessment indicates it is proportionate work with TOP SECRET information and/or to do so. The risk assessment process takes work closely with the intelligence agencies account of the access an individual may have to sensitive assets (physical, personnel CTC lasts for ten years. SC and DV both last or intelligence) at risk from a wide range of for seven years and are subject to annual threats. These threats include: terrorism, reviews. espionage, or other actions that could threaten the UK. MetCC requires its officers and staff to be CTC vetted

19 Appendix A - DRAFT Despatch Operator Role Description

Role Summary the public and fully utilising all available Essential Criteria This is a fast paced and dynamic role, resources to make assessments on { 9Æoovš ÁŒ]ššv v }uuµv]š]}v deploying operational units and supporting vulnerability and/or repeat victim status (IIP, skills. colleagues in front line policing roles. repeat caller markers, Location Based Comments). Escalate emerging issues to the { ÇZ ]o]šÇ š} Á}Œl •  šu Á]šZ Assessing priorities and graded response of colleagues and external stakeholders. incidents is crucial, giving the best support appropriate hierarchy. and assistance as quickly as possible. { ܉Z}o v v•µŒ }u‰o]v Á]šZ at{ { /µ•š}uŒ-focussed and professional. Responsible for managing a list of incidents priorities relating to Anti-social behaviour, { !ššvš]À š} š]o v  ou Z µvŒ within a BCU (Borough Command Unit), Op Bumblebee and vulnerable victims etc. pressure. deploying available resources to meet Proactively identify incidents suitable for an { Yv}ÁoP v šŒ]v ]v µ•]vP /I{U /!5U service level agreements. Liaison with pan appointment. PNC and IIP. London units, internal and external { .µ]o v u]vš]v ‰Œ}(••]}vo { Yv}ÁoP }( b{LwU b/w{ v Ih/wX stakeholders including London Ambulance relationships with MetCC colleagues, Service and Fire Brigade. external stakeholders and other Police { ÇZ ]o]šÇ š} ‰š š} ZvP]vP •]šµš]}v• Constabularies. and make sound and justifiable operational decisions to ensure the safety of colleagues, Key Tasks { 9v•µŒ }u‰o]v Á]šZ v }ŒŒš the public and the Communities within closure of CADs in accordance with NICL, { avP  o]•š }( }µš•šv]vP ]v]vš• (}Œ London. a BCU, assess available resources and co- NCHS and NSIR and NCRS standards. ordinate the appropriate police response to { /}vµš ‰o}Çuvš Lvšoo]Pv ~LLt• meet service level agreements and uphold relating to officer safety and conduct further šZ Àoµ• }( ZÇ}šo ë]š]u /Œ[X INTEL checks where appropriate as the { /}uuµv]š ]ŒšoÇ Á]šZ uuŒ• }( incident emerges up to the first hour of unit on scene.

20 Appendix B - General application advice

You will be asked to provide examples of evidence that demonstrate your CVF Competency Areas competence against rank specific behaviours listed under each driver Cluster: Resolute, compassionate and committed Œ• }( šZ aš[• /}u‰šv]• v We are emotionally aware Values Framework (CVF). Competency: We take ownership One good quality example should be provided in each competency area. Cluster: Inclusive, enabling and visionary leadership Consider examples that display your We are collaborative all-round, positive performance. Competency: Choose evidence that has your core We deliver, support and inspire skills at their heart. A high-profile incident may sound impressive, but if Cluster: Intelligent, creative and informed policing your involvement was limited or weak it is unlikely to score highly. We analyse critically Competency: We are innovative and open-minded Please, do not sacrifice quality for quantity. Assessors will consider the extent to which the candidate has For information about behaviours relating to your rank see the Candidate Pack for the role for which you are evidenced the breadth and depth of applying or visit the PSOP My HR Knowledge Management CVF pages: the overall category and form as a whole. ñ https://portal.psop.policesharedservices.co.uk/km/subject/147

21 Appendix B - General application advice

Situation Identify a specific example, not a general theme (single sentence) Objective Explain what you were trying to achieve (one-line) Explain what you did (what actions you took). Explain how you did it. This should make up Action the major part of your example and this is where you should seek to demonstrate the broader performance dimensions from the CVF Explain what the outcome was. Were your objectives achieved? How do you know it was due Result to your actions? (Single sentence) Legacy Explain what the legacy or long term-impact of the activity was. (One-line)

Assessors were not there at ÇZÇ } v}š lv}Á šZ ]v• v }µš• }( v h/Ü[• Á}Œl]vP ‰Œš]•X al •µŒ Ç}µŒ {]šµš]}v ]• the time clear and punchy, not taking over 4 lines of the example box. Avoid saying what the team or "we" did; you must clearly state their own role within their Lš[• oo }µš Ç}µJ example and what actions they themselves took. Describe what you did using Action Words e.g collaborated, coordinated, created, developed, Action Words drove, executed, facilitated, generated, implemented, identified, instigated etc. Jargon, abbreviations, Unless you know that it is recognised by police officers and police staff do not use jargon, acronyms abbreviations or acronyms. Avoid making general statements without evidence, e.g. "I am a good communicator"; HOW General statements and are you a good communicator or WHY - did the community say they were happy with your assertions actions?

Finally: Do not underestimate the amount of time it takes to write and edit an application form. An extra 5 minutes on your application could be the difference between a pass and a fail.