Form 5867C
Role Profile
Reception Services Volunteer (Police Box Site in a public building or
community contact point.)
Role
Location of role
To be agreed locally, likely to be at a Police Station on a Borough or in a
Specialist Unit. Some tasks that may be undertaken by a volunteer at a police
box site in a public building or community contact point
Days of week and time(s) required
Exact times to be agreed between the volunteer and the Team Manager but no
more than 60 hours within a month (to include training and meetings) This role
can be shared between a team of volunteers in different offices throughout a
BOCU.
General description of opportunity
To provide an efficient and effective service that will enhance customer care to
visitors in the reception area.
Likely tasks include:
Various tasks to support teams in their daily roles. The specific tasks will be
detailed in the appendix 1 below.
 Good interpersonal skills
 Good written communication skills
 Good telephone techniques with welcoming manner
 IT competency where relevant
 Attitude and Personal Qualities
 Aware and uphold the MPS mission and values
 As an ambassador of the MPS, there is an expectation to behave in an
appropriate manner at all times and to uphold MPS principles
 A willingness to be flexible and perform varied tasks, reacting appropriately
to varied situations
 Open minded, with the ability to see past initial observations – never making
assumptions.
 A volunteer should never place themselves in situations of personal risk
 Able to give time while meeting MPS. Volunteers are expected to withdraw
from any situation where they fear for their own well being.
 Must be able to deal with sensitive and confidential information in an
appropriate manner whilst always remaining courteous, even in the most
difficult circumstances, mindful of equal opportunities and respecting cultural
differences
 Must be an effective team player, who is willing to give time on a reliable and
punctual basis
Skills required:
MPS Training required to undertake
this role
MPV Local and Corporate Induction
NCALT/Computers and you/Equality and Diversity training
Role specific training. Vetting level = CTC + Recruit Vetting
Please refer to appendices below
I confirm that using a volunteer in the role outlined above will complement and support staff roles. It will not replace
officers or staff or prevent the employment of a new staff member.
Signed Unit Manager
Date agreed at Steering Group:
PLEASE DO NOT HESITATE TO CONTACT YOUR BOROUGH MPV MANAGER IF YOU HAVE ANY REASON TO DO SO
Telephone Number:
Retention period:
MP 863/08
Email:
Appendix 1
Reception Services Volunteer likely tasks
This role profile must be read in conjunction with the Reception Services Process Manual only
where indicated.
Citizen Focus Questionnaire: Volunteers can encourage customers to complete this questionnaire.
Civil disputes: Volunteers can offer advice as to where the customer can seek a civil remedy for example at
a Citizen’s Advice Bureau. If a crime has been committed or police attendance is required then the volunteer
must inform a member of staff or direct the person to an alternative reception location where appropriate.
Now refer to ‘CIVIL DISPUTES’ in Reception Services Process Manual
Crime prevention advice: Volunteers can provide customers with crime prevention leaflets and offer advice
in accordance with the key messages from the crime prevention officer. Customers should be encouraged to
register their phones with the IMMOBILISE database.
Criminal injuries compensation: Volunteers can provide Criminal Injuries Compensation Authority forms
and CICA contact details.
Now refer to’ CRIMINAL INJURIES COMPENSATION AUTHORITY’ in Reception Services Process Manual.
Dangerous/careless driving allegation: Volunteers can request the nature of the allegation and provide
form 966.
Now refer to ‘DANGEROUS/CARELESS DRIVING ALLEGATION’ in Reception Services Process Manual.
Data protection requests: (Requests for personal information under the Data Protection Act). Volunteers
can provide the customer with a blank data protection form 3019 and advise them to send the completed
form, the payment and proof of identity direct to the Public Access Office. Volunteers can also provide
contact numbers for other queries such as Criminal Record Bureau (CRB) checks.
Now refer to ‘DATA PROTECTION REQUESTS’ in Reception Services Process Manual.
Dogs found. If the dog is a stray the volunteer can advise the person to contact the Local Authority Dog
Warden or take the dog to a Local Acceptance Point (24hr). If the dog is not a stray the person should be
directed to an alternative reception location where appropriate.
Dogs lost. If the theft of the dog is alleged this should be dealt with as an allegation of crime.
See Crime Reports. Otherwise refer the person to the Local Authority or Dogs Home Battersea.
Now refer to ‘DOGS LOST’ in Reception Services Process Manual.
Driving document production: Volunteers will not complete a HORT2 form but can check that the person
has the relevant paperwork. The person should then be directed to an alternative reception location for the
documents to be verified and the paperwork completed.
Emergency situation: Volunteers must always consider their own safety first and whether they need to leave
the premises. They should immediately contact the emergency services via the 999 service providing full
details of the location and the nature of the incident. Volunteers must comply with the guidance in the local
risk assessment.
Filming applications: Volunteers can assist with queries about filming applications.
Now refer to ‘FILMING APPLICATIONS’ in Reception Services Process Manual
Fingerprint requests re visa applications: Volunteers can assist with queries about fingerprint requests.
Now refer to ‘FINGERPRINT REQUESTS RE VISA APPLICATIONS’ in Reception Services Process Manual.
Fire or fire alarm operating: If the activation is anything other than a pre-warned test volunteers must leave
the building in accordance with the local evacuation procedures and immediately contact the third party
responsible for the premises and their MPS supervisor who will take any further action that is required.
Freedom of information requests: Volunteers can check that the contact name and address is included.
Where the customer requires advice or information they should be referred to the Public Access Office
Customer Services Team.
Now refer to ‘FREEDOM OF INFORMATION REQUESTS’ in Reception Services Process Manual.
Help and guidance: Volunteers can offer help and guidance, advise customers as to alternative means of
obtaining the service they require for example by providing local maps or contact numbers, or directing them
to internet reporting facilities via Online services at www.met.police.uk . Volunteers can also filter enquiries to
the appropriate person within the MPS or to external organisations.
House to house collections: Volunteers can assist with queries.
Now refer to ‘HOUSE TO HOUSE COLLECTION’ in Reception Services Process Manual
Injury or illness: Volunteers must complete the First Aid Awareness training.
If a member of the public appears to be suffering from an injury or illness the volunteer will bring this to the
immediate attention of a member of staff and respond in accordance with instructions.
If the injury or illness is of a very minor nature the volunteer can advise the person to attend their General
Practitioner, nearest NHS walk-in centre, other local facility or to contact NHS Direct. Volunteers can also
assist by contacting a friend or relative on the person’s behalf and handing over first aid supplies as
appropriate, for example a small dressing.
Intelligence: If the volunteer receives any local intelligence this can be forwarded via e-mail to the Borough
Intelligence Unit on return to police premises or according to local instructions. If any intelligence of an urgent
nature is received the volunteer must inform a member of staff immediately.
Messages: Volunteers can record messages and process information for the attention of MPS personnel.
Wherever possible this should be undertaken by accessing AWARE on return to police premises and sending
an e-mail in order to provide an audit trail. A supervisor should be copied into the e-mail in order to ensure
that they, and not the volunteer, follow up any outstanding matter. If the matter is urgent steps should be
taken to contact the individual by telephone.
Miscellaneous administration: Volunteers can complete administrative tasks according to local need for
example volunteer handover sheets, data collections of transactions and MPV log.
Overseas visitors: Volunteers can refer persons who do not have a Police Registration Certificate to the
Overseas Visitors Registration Office. Persons who wish to register a variation to their Police Registration
Certificate should be directed to an alternative reception location.
Now refer to ‘OVERSEAS VISITORS REGISTRATION AND VARIATIONS’ in Reception Services Process
Manual
Parking dispensations: Volunteers can assist with queries.
Now refer to ‘PARKING DISPENSATIONS’ in Reception Services Process Manual.
Pedal cycles personal injury collisions: Volunteers can request the nature of the road traffic collision and
assist in the self-reporting. The volunteer can provide the person with the self-reporting form 207.
Now refer to ‘PEDAL CYCLES PERSONAL INJURY COLLISIONS’ and ‘ROAD TRAFFIC COLLISION SELF
REPORTING FORMS’ in Reception Services Process Manual.
Procession notification: Volunteers can assist with advice and the completion of forms 3175 or 3175a.
Now refer to ‘PROCESSION NOTIFICATION’ in Reception Services Process Manual.
Property lost and found. Volunteers will not accept any property but can advise the loser and provide useful
telephone numbers for example to cancel bank cards. In the case of property lost in London black cabs
provide the contact details for Transport for London (TfL).
Now refer to ‘PROPERTY LOST IN HACKNEY (BLACK) CABS’ in Reception Services Process Manual.
Property marking: Volunteers can undertake property marking in support of local initiatives. Should the
volunteer be in any doubt as to the ownership of an item of property they should seek advice from a member
of staff.
Recruitment enquiries: Volunteers can provide information leaflets about careers and volunteering in the
MPS and assist with access to the Met Careers Internet site where available.
Now refer to ‘RECRUITMENT ENQUIRIES’ in Reception Services Process Manual.
Road traffic collision: Volunteers can request the nature of the road traffic collision and assist in the selfreporting.
The volunteer can provide the person with the relevant self-reporting forms (form 207 or form 206).
Now refer to ‘ROAD TRAFFIC COLLISION SELF REPORTING FORMS’ in Reception Services Process
Manual.
Sex discrimination complaint: Volunteers can refer the person to the appropriate agency.
Now refer to ‘SEX DISCRIMINATION COMPLAINT’ in Reception Services Process Manual.
Stop and search record request: Volunteers should follow local procedures.
Street collection: Volunteers can assist with queries.
Now refer to ‘STREET COLLECTION’ in Reception Services Process Manual.
Unattended premises: Volunteers can offer crime prevention advice.
Now refer to ‘UNATTENDED PREMISES’ in Reception Services Process Manual.
Vehicles clamped or removed: Volunteers can offer advice if a vehicle has been clamped or removed. If it is
lost or stolen the person must be directed to an alternative reception location to report the crime.
Now refer to ‘VEHICLES CLAMPED OR REMOVED’ in Reception services Process Manual
When undertaking reception service tasks volunteers should never hesitate to check with a member of staff if
in any doubt about the action that is required. When directing a customer to an alternative reception location
the volunteer must be aware of opening times and whether the reception location is suitable for the particular
query.
Appendix 2
Reception Services Volunteer tasks NOT undertaken
The following tasks are NOT to be undertaken by volunteers at a police box site in the community.
Volunteers should seek assistance from a member of staff or direct the person to the nearest reception
service location or Online services via www.met.police.uk only where it is appropriate to do so.
Volunteers must comply with the guidance in the local risk assessment.
Bail – persons wishing to sign on.
Cash or cheques for applications. Volunteers will not accept any cash or cheques.
Certificate of life.
Child or young person – vulnerable or in need of support. Volunteers must inform a member of staff
immediately.
Complaint against police, police staff or traffic warden.
Correspondence. Volunteers will not accept correspondence on behalf of MPS personnel.
Counterfeit currency.
Crime reports: Volunteers will not report crime. If the crime is minor volunteers can direct the person to the
nearest reception service location or advise the person about internet reporting via Online services at
www.met.police.uk or telephone reporting via the single non-emergency number 0300 123 1212.
Minor crime includes: • Theft – (excluding robbery where the victim was subjected to violence or the threat of violence and
excluding burglary when a building has been broken into).
• Criminal damage.
• Theft from a motor vehicle.
• Criminal damage to a motor vehicle.
• Hate crimes and hate incidents.
When the crime has recently been committed, is serious or where the situation is identified as being a
possible ‘critical incident’ a member of staff must be informed immediately so that all appropriate MPS
resources can be deployed and the ‘golden hour’ principle can be upheld.
Critical incidents, kidnap, threats to life and homicide. (Any incident where the effectiveness of the police
response is likely to have a significant impact on the confidence of the victim, the family and/or the
community). Volunteers must inform a member of staff immediately.
Domestic incidents. Volunteers must inform a member of staff immediately.
Donations to police charities.
Drugs. Volunteers will not receive drugs from anyone who wishes to deposit them. Volunteers must inform a
member of staff immediately.
Explosives: Volunteers will not touch explosives. Volunteers must inform a member of staff immediately.
Firearm/shotgun applications.
Firearms and ammunition: Volunteers will not touch firearms or ammunition, as members of the public
cannot legally handle firearms. Volunteers must inform a member of staff immediately.
Football banning orders.
Fraudulent use of bank cards.
Gifts.
Knives: Volunteers will not receive knives from anyone who wishes to deposit them. Volunteers must inform
a member of staff immediately.
Matrimonial injunctions/Domestic protection orders:
Mental illness: Volunteers will inform a member of staff immediately if a customer wishes to report a person
they believe to be suffering from mental illness or who appears to be suffering from mental illness
themselves.
Missing persons. Every missing person is potentially a ‘critical incident’. Volunteers must inform a member
of staff immediately.
Pedlars certificate and applications
PG10
Property believed connected with crime. Volunteers will not accept any property.
Property damaged by police.
Property deceased persons. Volunteers will not accept any property
Racial incident or hate crime complaint.
Sex offender registration.
Stranded persons. Volunteers should inform a member of staff immediately if the person is a child or young
person.
Sureties, securities and fines.
Suspect packages. Volunteers must inform a member of staff immediately.
Terrorist registration.
Vehicles dangerous prohibition removal.
Vehicles lost or stolen restoration.
Voluntary mouth swabs – Tfl Bus Drivers.
Warrant cards, lost stolen or found.
Appendix 3
Addition to the health and safety risk assessment
In addition to the health and safety risk assessment of the site and the tasks the following is also
recommended as good practice: A Safer Neighbourhood Team (SNT) Sergeant must be appointed to take responsibility for the planning and
liaison prior to each period of volunteering. They must also be available on the day as a point of contact.
Prior to the commencement of the period of volunteering the PS must: 1. Liaise with the Reception Service Manager (Inspector) in advance of the period of volunteering in order to
agree arrangements.
2. Liaise with the point of contact at the police box site in advance of the period of volunteering.
3. Visit the location and conduct a full health and safety risk assessment making reference to the corporate risk
assessment for front counter/ reception services) and this role profile.
4. Complete ‘Volunteer Steering Group Reception Services checklist’ form 5859. Note how completed forms
should be managed for example by the volunteer returning them to the BOCU or providing the customer with
a stamp-addressed envelope.
5. Ensure that the facilities are suitable and adequate, e.g. tables and chairs, fire exits, toilets, etc.
6. Ensure that the start and finish times and the nature of the service available from the volunteers have been
advertised at the site.
7. Ensure that an SPCSO is in the vicinity of the volunteers to provide assistance and respond to queries should
it be needed.
8. Ensure a minimum of two volunteers are available subject to the local risk assessment.
9. Ensure that the volunteers are available for four hours with a maximum of two hours at the site to allow for
briefing, debriefing, travelling and any administration.
On the day the SNT PS must: At the commencement: 1. Take account of the local risk assessment and decide if the period of volunteering should go ahead,
for example if a volunteer fails to attend and two are required.
2. Be available as a point of contact.
3. Ensure that the volunteers are briefed at the commencement of the period of volunteering.
4. Provide the volunteers with copies of the completed 5859, risk assessment, this role profile and
reception services process manual.
5. Notify the IBO and create a CAD message. The volunteers and SPCSO must be advised of the CAD
number.
6. Ensure that the volunteers have the necessary forms and equipment.
7. Ensure that the volunteers are aware of the procedure and contact details in the event of an
emergency.
At the conclusion: 1. Ensure that the volunteers are de-briefed.
2. Advise the Reception Services Manager of the outcome of the volunteering session.
3. Close the CAD message.
4. Direct any volunteer management issues to the MPV Borough Manager
5. Ensure that the volunteers complete a daily report form.
6. Ensure that the volunteers forward reimbursement of expenses paperwork to the MPV Borough
Manager.
7. Complete any other administration and ensure that any outstanding e-mails are sent and
appointments are made in the appointments diary.
8. Ensure that the forms and equipment are accounted for and stored.
Equipment required.
• Two fully charged mobile phones.
• Attack alarms
• Badges displayed with the word ‘VOLUNTEER’, volunteer’s first name and MPS logo.
• First Aid Kit
• Local A-Z
• Property marking equipment
• Log for recording messages, diary appointments and activity.
• Directory of useful contact numbers and information.
• Leaflets/posters that provide information about how MPS services can be accessed.
Forms required
• Citizen Focus Questionnaire.
• CICA application forms
• Crime prevention advice leaflets
• Road traffic collision forms 206, 207 and 966.
• Data protection requests form 3019
• IMMOBILISE leaflets
• Local information, i.e., bus timetables, maps etc
• TFL property lost in cabs leaflet
• Recruitment information leaflets
• Procession notification 3175 and 3175a
• Other forms/leaflets as required.