Volunteer Front Desk Auditors

Cheshire Police Authority has set up a scheme of volunteers who carry out regular inspections of police stations which are open to the public.  Following a mystery shopper exercise in 2009, the “critical friends” were so keen to ensure that the changes made following their feedback continued, a regular inspection process has been set up.

The Front Desk auditors have already had an impact on service delivery; signs have been changed, notice boards have been updated and staff are better trained to deal with public enquiries. As well as checking on access, decor, leaflets and posters, the volunteers ask test questions to make sure that officers know their stuff.

The findings of the first cycle of visits conducted in July 2009 were reported to Service Improvement Panel on 5 January 2010 (Minute 26) and fed back to the visitors prior to the formal establishment of the scheme in May 2010.

A second cycle of audits of fourteen of the stations was conducted in June 2010, visitors agreed to ask test questions about forthcoming public meetings, local priorities, how to make a complaint or how a hate crime would be dealt with. In particular, visitors were asked to check whether there was information about dealing with anti-social behaviour available and in all cases, it was present. Overall, the findings were of a high standard in terms of general appearance and service. None of the stations could be described as “poor” which is a quantum improvement from the first cycle of visits.

Good progress has been made in relation to the actions arising from the first report. In particular, visitors commended the new signs on the buildings and the exterior appearance of most of the stations which are now more clearly identifiable and standardised.

COMMENTS FROM THE AUDITORS:

Linda Banahan, a volunteer front desk visitor said, “the visits to police stations last year left some of us a little disappointed with the lack of consistency between the stations and with some of the signage and décor. It is important the members of the public feel comfortable and confident in their local police service. Since the mystery shopper exercise, the Constabulary has made some significant changes and plans are in place to further improve the service people receive when visiting a police station. We really wanted to ensure that this would continue and the Constabulary have proved really positive and open to what we had to say. By setting up this process, regular checks will be made which we hope will continue to build on the previous exercise.”

The volunteers check the service provided by front desk officers and staff as well as the physical surroundings. Volunteer, Richard Ford, said “we will make unannounced visits and ask questions about the Policing Pledge, local priorities, public meetings and the usual reasons to visit a police station to test the standard of service we receive. The things we find will be fed back to the Police Authority, Area Command Team and Front Desk staff so that any necessary improvements can be made, as a member of the Citizen’s Panel, I am really pleased to be able to play my part in improving policing services.”

The volunteers have agreed to visit each police station four times per year. The first round of regular visits was carried out during June 2010 and additional focus was given to whether there is information about how Cheshire Police deal with anti-social behaviour. Volunteer, Roger Pomlett said, “People may call at a police station for a variety of reasons; to report a crime, present documents or other formal matter. It is useful if whilst they are there, they can pick up information about policing in their neighbourhood and about the good work being done by local officers. We will be checking the information available in leaflets and on notice boards and also, the information provided by front desk staff.”

Volunteer John Marshall added, “Some of us who are involved in this scheme have experience of visiting custody suites to check on the welfare of detainees, we will use what we have learned there to make this scheme, which is also managed by the Police Authority, to ensure that our findings are acted upon.”

OUTCOMES

The Front Desk auditors have already had a dramatic impact on the delivery of police services in police stations which are open to the public; signs have been changed, notice boards have been updated and staff are better trained to deal with public enquiries.

As well as checking on access, decor, leaflets and posters, the volunteers ask test questions to make sure that officers know their stuff. Last year, the auditors met with Customer Service Desk managers to give their feedback face to face.

The Scheme has made such a difference to police stations that the group also  volunteered to check on the community centres and public places that provide a third party facility for people to report hate crime such as racial, homophobic or disability related incidents. The results were fed back to our partners who provide the third party reporting service.

If you are interested in becoming a volunteer front desk visitor, read the guidance, role profile and person specification. If you are still interested, complete the application form and return it to the address shown at the bottom of the form. We look forwards to hearing from you.