INTERNAL ONLY VACANCY. This post is open to existing Leeds City Council employees only. Applications will not be considered from external candidates.

Job title: ASB Triage Team Supervisor

Salary: SO2 £37,280 – £39,152

Hours: 37

Contract: Permanent

Location: Middleton Complex

As an ASB Triage Supervisor 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 supervising and performance managing 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 and that opportunities for early resolution are fully explored.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As an ASB Triage Supervisor, you will bring to the role:

Enthusiasm, personal drive and the ability to motivate and inspire staff
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 performance of the team is meeting customer needs.
The ability to identify, contribute towards and deliver service improvements

About the role

As our next ASB Triage Supervisor, you’ll be responsible for overseeing a Triage Team dealing with calls for service and early intervention relating to ASB and domestic noise nuisance on behalf of Leeds City Council as a whole. This role is wide and varied encompassing aspects of staff management, performance management and reporting, customer service, multi-agency working, problem solving and service improvement.

The role is integral to Leeds Anti-Social Behaviour Team (LASBT), The Leeds Community Safety Partnerships and the wider council as it is right at the “front end” of the work LASBT delivers in dealing with ASB and domestic noise nuisance for residents, businesses and visitors to our city.

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 guidancefor further advice on completing your application.

A Basic Disclosure and Barring Service (DBS) check will be carried out on preferred candidates. Read our recruitment of ex-offenders policy.

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 visaroute 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

Lead and manage an effective, customer focused ASB Triage Team, to maximise performance and seek continuous improvement. Providing supervisory support and direction to officers dealing with reported anti-social behaviour.
Responsible for ensuring any high risk, high impact issues are identified within the service area and ensure they are raised to the appropriate senior managers.
Assist in the response to any high risk, high impact cases.
Lead and manage an effective customer focussed Mediation Team, to maximise performance and seek continuous improvement
Liaising and working with key partners to ensure that a consistent customer focused service is delivered across Leeds.
Monitor performance linked to agreed service standards/performance frameworks to achieve the best possible outcomes for people and places at risk from threat and harm.

Responsibilities

The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
To lead, manage, motivate and develop the ASB Triage Team responsible for assessing service requests and reports of anti-social behaviour and Domestic noise nuisance.
To develop the service areas approach to problem solving utilising the home office approved SARA model.
To undertake one to ones, appraisals, and support staff through a range of Council policies such as Improving Attendance and Improving Performance in accordance with procedures.
To take a professional, people-orientated, and solutions focussed approach to dealing with staff, partners and customers.
To ensure that the team work professionally, competently and in a forward thinking and customer focused way whilst embracing collaborative partnership working to achieve excellence.
To develop processes to achieve a continuously improving service that provides excellent customer service, manages expectations and provides advice and guidance to colleague and customers.
To contribute to the improvement of service delivery in conjunction with a diverse range of partner agencies (e.g. Contact Centre, Youth Offending Teams, Social Care, Youth Services, Police and third sector etc).
To undertake audit checks of enquiries, risk assessments and case investigations in accordance with agreed protocols, service standards, and partner agency service level agreements.
To work with team members to ensure the delivery of high-quality services and achievement of performance targets.
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 work with the supervisors and co-ordinators within the Contact Centre, LASBT teams, and NPTs to review performance and provide a robust, collaborative and pro-active approach to dealing with asb enquiries.
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 contribute to area based multi- agency, anti-crime initiatives to reduce instances of asb crime, and disorder.
To provide statistical information and intelligence for reports as required and on request of managers within the partnership.
To contribute to the development, review and improvement of policies and strategies in line with current legislation and best practice.
To be personally effective, work in a flexible manner, demonstrating commitment and excellent time management recognising the potential requirement to work outside normal office hours/weekends on occasion and with notice.
To carry out all duties in accordance with the Council’s 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
To demonstrate and embed the Council values and manager habits to lead, support and drive cultural change.

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Demonstrable evidence of a range of problem solving analytical and social skills required to effectively make recommendations to colleagues and partners.
Ability to identify vulnerability and safeguarding issues, ensuring a robust and effective response, protecting individuals and places.
Ability to communicate with and influence managers, colleagues, customers and other stakeholders.
Ability to lead, motivate and empower staff to achieve positive outcomes.
Ability to review and monitor performance.
Ability to work on own initiative, make decisions and prioritise caseload in a high-risk high-harm area of work.
Excellent literacy skills, and ability to prepare concise reports, deliver presentations and chair meetings.
Computer literate with proven ability to work with a range of databases, case management systems and core packages to analyse and interpret complex information.
Ability to identify a variety of operational issues and develop innovative solutions in collaboration with key partners and stakeholders.
Ability to manage and deploy resources effectively.
Ability to develop relationships with partner agencies and work to achieve positive outcomes.
Ability to review and audit enquiries/case investigations and identify high. risk vulnerability and safeguarding issues
Develop and maintain effective relationships with key stakeholders including members, internal, external partners and residents.

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 Home office approved problem-solving SARA model and its application.
Knowledge of related legislation (Housing Act 1996, ASB Legislation, Crime & Disorder Act)
Knowledge of the Freedom of Information Act.
Knowledge of GDPR (Data Protection) legislation.
Knowledge and understanding of Equal Opportunities legislation.
Understanding of tenancy management.
Knowledge of contact centre operations
Experience of working within an anti-social behaviour, community safety or multi agency setting.
Experience of managing, motivating and developing staff in a multi-disciplinary team.
Experience of Leading on projects and initiatives.
Experience of working and consulting with members, trade unions and partner agencies.
Experience of working with residents or community groups to achieve desired outcomes.
Experience of working with partner agencies to achieve successful outcomes within hard to reach and problematic communities.
Working in a busy team environment with conflicting priorities and demands.
A clear understanding of, and the ability to interpret statistical information to strengthen team performance.
Developing service objectives and operational delivery plans.
Experience of auditing processes/cases to identify strengths and weaknesses in case management.
Recognising and challenging inappropriate behaviour.

Essential behavioural and other characteristics

Willing to take responsibility and be accountable for the ASB Triage and Mediation teams, responding to manager instructions in a timely manner and within set service standards.
A demonstrable commitment to Victims, Communities and Witnesses of anti-social behaviour.
Ability to demonstrate and promote a flexible and positive approach to change.
Willingness to abide by the Council’s Equal Opportunities Policy in the duties of the post, and as an employee of the Council.
Willingness to abide by and take personal responsibility under the Councils Health & Safety policies.
Willingness to take part in any necessary training.
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 Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity of Leeds City Council
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters

Desirable requirements Candidates are not required to meet all the following desirable requirements however these may be used to distinguish between candidates.

Possession of a current full driving licence.
Experience of conducting thorough investigations for the purpose of providing evidence of a standard required by civil and/or criminal courts.

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