Recruitment - Decision making process used when standards are not met

Freedom of information request reference no: 01.FOI.24.036962

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The MetCC Academy follows a structured assessment process for recruiting Communications Officers, consisting of multiple stages designed to evaluate a range of skills and competencies. The assessment process is as follows:

Assessment Centre: Candidates must pass two stages to be successful in the role. We utilise the SHL platform, specifically the Contact Centre Simulation, to evaluate candidates.

Contact Centre Simulation: As part of Contact Centre Simulations, the Customer Service Phone Solution includes a contact centre simulation and two behavioural tests designed to measure a wide range of skills, competencies, and behavioural tendencies relevant for contact centre jobs. The Contact Centre Simulation provides an opportunity for candidates to interact with simulated customers in a contact centre environment. Designed to measure a candidate’s ability to listen attentively to the customer, take ownership of customer issues, resolve issues, navigate to find information, and enter information accurately, the Contact Centre Simulation is intended to measure how a candidate will respond in a variety of customer situations and assess the candidate’s computer skills in a contact centre setting. The behavioural tests in this solution are intended to measure the candidate’s learning potential and the tendency to meet goals and work hard, even when faced with obstacles. Collectively, the assessments in this solution measure a wide range of important skills, abilities, and behaviours for entry-level contact centre roles.

Candidates who pass the simulation proceed to the interview stage, which utilises the Competency and Values Framework (CVF).

Competency and Values Framework (CVF):
All recruitment activity, both internal and external, aligns with the CVF, which outlines the behaviours essential for delivering excellent service. The CVF is defined at three levels, with Level 1 applicable to Communications Officers. The competencies for Level 1 include:

• Resolute, compassionate, and committed:
• We are emotionally aware
• We take ownership
• Inclusive, enabling, and visionary leadership:
• We are collaborative
• We deliver, support, and inspire
• Intelligent, creative, and informed policing:
• We analyse critically
• We are innovative and open-minded   

Each competency has specific criteria that candidates must demonstrate. For instance, “We are emotionally aware” includes treating others with respect and managing situations calmly under provocation. Candidates receive scores from 1 to 5 for each competency question based on their responses.

This comprehensive assessment ensures that only candidates who meet our high standards and align with our values are selected for the role of Communications Officer.