Wirral Council
Control Room
Handbook
2014
Version 2
Contents
Page
Control Room Security Systems Information……………………………….. 4
Access to the CCTV Control Room…………………………………………. 4
General...... 6
Start of Shift Duties……………………………………………………………. 6
Breaks…………………………………………………………………………… 6
Domestics………………………………………………………………………. 7
Routine Administration Duties………………………………………………… 7
Leave……………………………………………………………………………. 8
Sickness Reporting…………………….………………………………………. 9
Customer Care…………………………………………………………………. 9
Data Protection Policy…………………………………………………………. 10
CCTV……………………………………………………………………………. 11
Alarms: 12
Incident Logs/ Viewing Book/ESO Logs/ CCTV Logs………………………. 14
Message Book………………………….………………………………………. 15
Lone Workers…………………………………………………………………… 15
Calls In Relation To Lost Dogs 16 ………………………………
……………………………………………
CCTV Control Room Fire Instructions………………………………………… 16
Radio Procedure………………………………………….…………………….. 16
Location and Incident Reporting by Patrols…………………………………. 22
Emergency Plan Activation……………………………………………………. 23
Providing copies of CCTV footage to Police. 24 …………………………………………………………………
Requests for CCTV Copy Evidence from Solicitors……………………..….. 24
Wirral Council Out of Hours Emergency Telephone………………………… 25
Reporting Incidents Software………………………………………………….. 27
School Related Emergencies …………………………………………………. 28
Working the Night Shift: Preparation, Survival and Recovery …………….. 29
Upload/Download ………………………………………………………………. 29
Talking CCTV ………………………………………………………………….. 29
Parking Ticket Machine Alarms ...... 30
Control Room Security Systems Information
There are cameras sited around the building externally and internally.
· Internal CCTV cameras cover all halls and entrance points to the unit.
· One external camera which monitors the new public entrance
There is a CCTV camera sited within the Control Room and a camera sited in the data storage room. This is considered best practice in CCTV environments and ensures compliance with the Data Protection Act legislation. These cameras record 24/7. Access to footage from these cameras is via a code which is restricted to a small number of people for Data Protection purposes.
There are Door Readers which allow staff to pass through doors into areas which they have been authorised to enter using ‘swipe cards’. Any attempt to pass through a door not authorised will be refused.
Doors must be kept closed at all times when not in use.
The Control Room has a Telephone system so that Operators can speak to the visitor before they allow them access.
The Emergency Services telephone 647 7810 and Community Patrol telephone 666 5265 are recorded telephone lines. Private calls are not authorised to be made or received on these lines..
A shredder is provided for destroying documents and DVDs that are no longer required. All sensitive data must be disposed of via shredding.
All software packages and systems are password protected. These passwords are issued only to a small number of people for Data Protection purposes
All equipment in the Control Room is only to be used for the purpose it was supplied.
Access to the CCTV Control Room
Access to the Control Room is strictly controlled because of the nature of the work undertaken. The following members of staff may have access to the Control Room under the conditions laid out below:
a.All currentControl Roomstaff have unrestricted access when on duty.
b.Community Patrol and Senior Patrol Officershave access at any time.
c.The police may be given access to view CCTV images on the CCTV recording system and gather evidence for specific incidents after an appointment has been agreed with the Senior Patrol Officer or Control Room Supervisor. Inspectors and above may be granted immediate access if required.
d.All other enforcement agencies after clearance by theSenior Patrol Officer or Control Room Supervisor..
e.Identified maintenance contractors and cleaners by agreement with the Senior Patrol Officer or Control Room Supervisor..
.
f. All other visitors only on the authorisation of the Senior Patrol Officer, Head ofService or the Department Director and with the duty Control Room Supervisor being pre-warned to expect the visitor.
The responsibility for the control of access to the Control Room rests with theControl RoomOfficerson duty. They should satisfy themselves as to the identity of the visitor and whether the visit is justified by using the video entry phone before the outer door is opened. If the Operator is in any doubt about the validity of the visit they should refuse entry to the visitor and contact theduty Senior Patrol Officer.
If a Senior Patrol Officer is not on duty the Senior Manager Community Safety is to be contacted.
Before allowing any visitor into the Control Room, the duty Officer should secure all confidential information.
All visitors are required to read the Confidentiality Agreement on the door and sign the Confidentiality Document and Visitors’ Log to say that they agree to abide by the agreement.
Any visitor who does not or who will not sign the Confidentiality Agreement is to be refused access and the matter brought to the attention of the duty Senior Patrol Officer.
Any misconduct by a visitor (i.e. trying to use the equipment or look at evidential information without permission) during their visit is to result in the visitor being escorted from the Control Room and the incident brought to the attention of the duty Senior Patrol Officer.
Visitors must be accompanied at all times within the unit.
A visitor whose visit entails no valid reason to access the Control Room must be dealt with outside of the Control Room.
General
The duties of Control Room Officers are provided in the relevant job descriptions,.
All staff should ensure that they arrive for duty in good time to start their duties at the allocated time.
Those who have difficulty in arriving on time have a duty to inform their line manager prior to the duty shift commencing.
Start of Shift Duties
Upon arrival for the start of a shift, all members of staff and visitors must sign the Control Room Access Log. This document keeps a record of everyone who enters the Control Room, as well as being a safety feature in the event of an emergency e.g. fire.
At the start of a shift, officers must check that all the operating systems within the Control Room are working correctly. These include, telephone lines, along with the Community Patrol Radio, incident reporting system (Perspective), and alarm handling system (BOLD).
Staff must also ensure at the start of every shift that all necessary equipment and stationary required to carry out their duties is available within the Control Room.
There are also administrative duties such as checking and actioning e-mails and faxes, and ensuring an adequate supply of DVD’s, labels, and logging/ reporting sheets.
This procedure is carried out by the oncoming duty officer(s) at the start of each shift, regardless of day or night.
Breaks
Control Room staff will be paid for a 30 minute break on any shift longer than 6 hours.
Staff on a meal break are required to remain available to the Control Room throughout the break and will be required to respond to requests to return to the Control Room
Staff can by mutual agreement and in consideration of service provision take their 30 minute break at their chosen times during these windows.
Each night shift will include a three hour window starting from 03:00
Each evening shift will have a three hour window starting 18:00.
Weekend dayshifts will have a three hour window from 13:00
If your break is interrupted in the first 15 minutes it can be restarted and taken in its entirety. If the interruption occurs after 15 minutes only the remainder can be taken. Any interrupted meal break should be recorded in the message book.
Staff are free to drink non alcoholic drinks or take refreshments during their shift at anytime whilst performing their duties.
Where reduced staffing levels or increased workload means staff are unable to take a break, compensatory time will be given. This must be recorded in the message book.
Domestics
The Control Room must be kept clean and tidy during the shift when you occupy it and must be left in that same condition at the end of your shift.
· Remove clutter and dispose of any rubbish before handing over to your colleagues.
· A vacuum cleaner and cleaning materials are supplied for staff to use to create a more pleasant environment in which to work.
· If you spill something then you are expected to clean it up.
· The kitchen is for the use of all Community Patrol and Control Room staff. It must be kept clean and tidy at all times.
If you use the kitchen, remove your rubbish and do not expect other people to clean up after you. This is essential for hygiene.
A cleaner is also employed to maintain cleanliness. They attend weekday evenings.
Routine Administration Duties
Monday List
The Control Room officer on Sunday nights must compile and email a list of incidents from the Emergency Service Log that occurred over the previous seven days to the relevant departments.
Call Out List
The Control Room officer on Sunday nights will update the Emergency callout list for the oncoming week listing the name and contact number of the person/persons on callout duty.
Monthly Statistics
At the end of every calendar month the Control Room must compile and email nominated persons the statistics list detailing demands for service and performance over the previous four weeks
Wirral Partnership Homes.
Every morning a list of WPH incidents is compiled and emailed to the relevant persons.
Key Holder or Information Changes
Any reported key-holder or information changes will be input onto the alarm handling system and the same information duplicated in the hard copy card file.
Message Book
Read all messages not previously read.
Filing
Completed paperwork, logs books etc are to be stored in the correct place.
Telephone Redirection
Telephone lines to be redirected at agreed times to correct designated recipient. 5265 to call centre at 08:45 and taken back at 15:00
Leave
This section refers only to the Control Room procedures and all other aspects relating to leave is covered by Council policy and can be found on the intranet.
Control Room leave is managed by Steve Preston supported by the Control Room staff designated officer and all leave must be entered onto Self Serve.
Leave requests are not authorised until you have received a receipt emails from Self Serve.
Once leave has been approved by Steve Preston Senior Manager Community Patrols then he or the designated Control Room officer must ensure that the duty rota is immediately updated.
Officers must give reasonable notice for leave in order that appropriate cover can be arranged and service provision maintained. Short notice holidays will only be granted if there is no cost to the authority or in extenuating circumstances. These can be requested from the duty Senior Patrol Officer:
All requests will be recorded.
Due to the restriction on the number of staff being able to take leave at any one time, leave may not be authorised during the Christmas / New Year period, Easter Week or Bank Holidays unless previously agreed / arranged with other Control room officers and the Control room manager or Designated officer.
Sickness Reporting
The employers Code of Practice for managing absence is available on the intranet. This document is issued to all new employees on appointment and sets out the Council's policies and procedures in relation to sickness absence. If you require clarification on any of the issues, please discuss it with your Senior Patrol Officer.
http://10.107.1.50/Personnel/Absence%20Code%20of%20Practice.htm
This section refers only to the initial reporting procedure and all other aspects in relation to sickness and absence management are covered by the above Code of Practice.
Employees must notify their immediate line manager or designated person on the first day of their absence. Notification should normally be by a telephone call from the employee personally.
At the time of notification of sickness absence, the individual will be asked by the appropriate person:
/ The nature of the illness./ The probable date of return.
/ Whether a medical opinion has been sought.
Employees should inform the Duty Senior Patrol officer of the nature of their illness (it is not acceptable for the employee to state 'I'm sick').
Staff must make contact to advise when they are fit and when they will next report for duty
All employees must be given a return to work interview for all absences.
An SD1 must be completed at the time of notification by a Senior Manager Community Patrols for all periods of sickness.
Officers should give as much notice as possible to allow time to arrange any required cover.
Sickness will be reported to the Senior Community Patrol Officer or during office hours the Administration Office
Customer Care
When answering any of the telephones in the Control Room it is important to remember it is a customer on the phone. Answering the telephone and giving advice and information is as much part of our responsibility as writing a report.
On answering the phone identify yourself and offer help.
For example start with “Council Control” or “Council Emergency Service” and then ask “how can I help?”
Make sure you deal politely and correctly with the caller. Let them explain you why they are calling, get their name and contact details and make written notes of the messages and requests.
Provide the customer with as much information and advice as you can.
If a customer requests a service, you should always conclude your call by telling the customer what the outcome will be.
There may be instances when an enquiry from the media (local, national, radio or press) is received. In these cases – the enquiry should be referred to the Press and Public Relations office. The media should be politely informed that it is a matter of policy. Take their details and immediately contact press and public relations with the information.
Verbal abuse should be treated using the following procedure:
Stay calm
Inform the caller: “I want to help with your enquiry but please do not use that language.”
If the caller continues the verbal abuse tell them: “I am sorry but if you continue to use that abusive language I will have to put the phone down.”
If the abuse continues: “I am going to put the phone down now – goodbye.”
Always tell your line manager what has happened as soon as you can and make a note of the incident. Staff who are verbally abused should complete a Violence at Work form and bring the matter to the attention of the Senior Patrol Officer.