Gary Redman
Stoke on Trent,Staffordshire
Summary
A passionate and results driven public sector worker with over 29 years experience working for Staffordshire Police. A detail oriented team player with strong organisational skills with the ability to handle multiple projects simultaneously with a high degree of accuracy and the ability to remain calm under pressure with a positive attitude. Able to think strategically and forward plan in demanding situations, prioritising workload considering the threat , harm and risk to both victims and vulnerable residents in the community. Adaptable to change and encourages, mentors and coaches colleagues to optimise their skills in the interest of both the public and the organisation. A willingness to take on added responsibilities to promote organisation ethos and to meet team goals.
Overview
29
29
years of professional experience
Work history
Control Room Manager Development Programme
Staffordshire Police
02.2025 - Current
- Supervise, support and develop staff within an open, fair and supportive environment, to ensure performance, quality assurance and service level agreement targets are achieved or exceeded.
- Supervise and support staff to identify and manage risk to provide the appropriate level of response to calls/contacts for service, escalating where necessary.
- Identify individual or team training & development needs to provide appropriate coaching and performance feedback.
- Monitor the welfare of staff and ensure appropriate support is available and provided following difficult and/or sensitive incidents/matters.
- Provide support to the team during difficult and/or complex response incidents to ensure the safety of officers on the ground and in contact.
- Assess and support the management of critical or potentially critical incidents to ensure the safety of all and contribute to the timely resolution of incidents.
- Monitor and review on-going calls for service/contacts to ensure effective and efficient responses in accordance with set performance guidelines.
Force Control Room Operator
Staffordshire Police
04.2009 - 01.2025
- Receive and critically assess all types of contacts including 999, 101 and other types of contacts, on line or in person, from general public, police and other agencies, maintaining high levels of customer service, manage customer expectations and meet national and organisational service level agreements and take appropriate action.
- Identify the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
- Prioritises incidents, assesses risk and identifies the appropriate action to provide a resolution or determine the appropriate agency, deployment grading and priority of calls in order to direct officers and resources according to priorities.
- Manages and escalates immediate and high priority incidents effectively, dispatching resources and relays instructions to the ground command, and record progress of the incident to successful resolution to ensure the public is protected and the safety of police resources is maintained at all times.
- Liaise with other emergency services and external agencies to co-ordinate an appropriate response to incidents.
- Manage customer expectations regarding the service that can be provided by giving advice and taking appropriate action.
- Maintain accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.
- Use a variety of applications and systems to maintain and update incident records, audit trails and resource availability to measure and improve performance.
- Analyses and codes reported crimes to national guidance and files appropriate to enable accurate reporting of local crime statistics.
- Acts in adherence to all other legal frameworks, key working principles, policies and guidance relevant to the role.
- Coach and mentor new members of staff on the Dispatch function, providing live feedback and guidance. Complete end of set progress reports.
Public Service Desk Operative & A/Deputy Manager
Staffordshire Police
10.2000 - 04.2009
- Receive and critically assess none emergency telephone calls from general public, police and other agencies, maintaining high levels of customer service, manage customer expectations and meet national and organisational service level agreements and take appropriate action.
- Input and record reported incidents in accordance with National Crime Recording Standards.
- Ethically record crime reports in accordance with Home Office guidelines.
- Monitor calls for service ensuring service level agreements were maintained.
- Responsible for duties ensuring minimum staffing levels were maintained.
- Authorising requests for annual leave and time off in lieu.
- Sickness recording included home visits to check on welfare of staff. Complete return to work interviews and making referrals to occupational health if necessary.
- Dealing with local complaints and recording of same for referral to professional standards department.
- Complete and monitor professional development reviews and action plans where development is required.
- Liaise with internal departments and external agency’s.
- Tracked team performance to provide feedback and status reports to management.
- Coached and mentored support staff to provide exceptional customer service and swift resolution.
Evidential Review Officer
Staffordshire Police
04.2000 - 10.2000
File Management Unit Clerk
Staffordshire Police
10.1996 - 03.2000
Crime Management Unit Clerk
Staffordshire Police
05.1996 - 10.1996
Education
Certificate of Higher Education 5 credits Level 3 - Fairness & Managing Diversity
National Open College Network
06.2001
NVQ Level 3 - Business Administration
Quantum Training & Consultancy
08.1994
NVQ Level 2 - Business Administration
Quantum Training & Consultancy
08.1994
GCSEs - 8 GCSE’s
Edensor High School
1992
Skills
- Coaching & Mentoring Skills
- Staff Development
- Valuing Diversity
- Risk Management
- Safeguarding & Risk Assessment
- Investigation, Policy & Powers Awareness
- Documentation skills
- Evidence gathering & Problem Solving
Accomplishments
- Awarded a Commendation from the Communications Department in recognition of the consistent high standard of service provided whilst in post as Acting Deputy Manager.
Timeline
Control Room Manager Development Programme
Staffordshire Police
02.2025 - Current
Force Control Room Operator
Staffordshire Police
04.2009 - 01.2025
Public Service Desk Operative & A/Deputy Manager
Staffordshire Police
10.2000 - 04.2009
Evidential Review Officer
Staffordshire Police
04.2000 - 10.2000
File Management Unit Clerk
Staffordshire Police
10.1996 - 03.2000
Crime Management Unit Clerk
Staffordshire Police
05.1996 - 10.1996
Certificate of Higher Education 5 credits Level 3 - Fairness & Managing Diversity
National Open College Network
NVQ Level 3 - Business Administration
Quantum Training & Consultancy
NVQ Level 2 - Business Administration
Quantum Training & Consultancy
GCSEs - 8 GCSE’s
Edensor High School
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