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 Police 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 United Kingdom. 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 l o ]v 9µ}[• oŒP• ]ÇX 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 Lambeth (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]}v Ç (}µ•]vP }v ÁZ[• ]u}v } 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. }ZŒ[• v }v•voÇ •]À]vP } ]u}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 • Specialist Operations (SO): is responsible for the security and protection of London from terrorism, extremism and subversion. • Met Operations (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: { ,vo]vP }ÀŒ ò u]oo]}v o‰Z}v oo• ÇŒ - 999 and non-emergency calls and on-line reporting from the public, partner agencies and other police forces. { 5‰o}Çuv }( }]}vo µv]• } ðXñ u]oo]}v ••]Pvuv• } vŒoÇ î u]oo]}v ]v]v• ÇŒX { t}À]]vP •µ‰‰} } }o] }ooPµ• Á}l]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 Metropolitan Police 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 } vÆ }( (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