The Surge and Rapid Response Team SRRT Operational

The Surge and Rapid Response Team (SRRT) Operational Delivery Profession Candidate Information Pack

What is included? Page 3: Who are the Surge and Rapid Response Team? Page 4: Job terms and conditions Page 5: The Application Process Pages 6 -8: The Assessment Centre Pages 9 -11: The Apprenticeship Standard Page 12: SRRT and your Apprenticeship

What is the Surge and Rapid Response Team? The award-winning Surge and Rapid Response Team (SRRT) was created in 2015, following a challenge from the Cabinet Office and Sir Jeremy Heywood to find innovative ways to improve operational resilience across the Civil Service. SRRT supports any central government department or agency to manage predictable annual peaks in demand, and to respond to unexpected crises within the scope of the Operational Delivery Profession (ODP). ODP includes all Civil Servants who deal directly with UK citizens or businesses, or those who support them directly. SRRT prides itself on delivering a high level of service and has made a considerable positive impact in all of its deployments. It is a proven, adaptable, flexible and skilled cross-government resource. § SRRT’s experience in customer service roles across government departments and policy areas allows them to be deployed swiftly and flexibly; § Security checks and specially designed contracts allow SRRT to be deployed nationally/internationally at short notice (and to work irregular shifts); § SRRT bring their experiences of cross-departmental working to your area, helping to identify and promote best practice across the Civil Service. This is an exciting and rewarding opportunity working on the front line in public services. You will receive on-the-job training to help you carry duties in a variety of government departments. 3

Salary £ 18, 593 - £ 20, 252 (locations outside London) £ 22, 234 - £ 24, 224 (London) Locations of Posts Bolton Cardiff Croydon Merry Hill (Birmingham) Longbenton Peterlee On successful completion of your probation and apprenticeship you will gain a permanent position within the Civil Service, and an internationally-recognised qualification. 4

The Selection Process First, you should complete a 400 word personal statement. You need to address the Civil Service core competencies of: Work as part of a team – Building Capability for All Deliver excellent Customer Service – Managing a Quality Service Deliver timely and accurate results. – Delivering at Pace Your personal statement should also display the qualities that you as an individual can bring to the organisation, they should be presented using the STAR model. After submitting your application you will be invited to complete an online test. This is designed to assess your capabilities for the apprenticeship positions. If your application and online test are successful, you will be asked to attend a local assessment centre. Here, you will have the opportunity to meet and work with your potential new colleagues. The assessment centre process is explained in detail below. You will be notified of the outcome within 2 weeks. 5

Assessment Centre Guidance Please ensure you arrive 15 minutes before your allocated appointment to allow us to perform some of our prerecruitment checks. You will be required to provide original documentation to enable us to verify your identity. Please see the ‘Flowchart of identity verification route’ document to ascertain whether you fall into section A, B or C. Once you have established what section is applicable for you, use the ‘CSR – Verification of Identity documentation’ document to identify your requirements. You will need to supply us with an original document, photocopies are not acceptable. If you are late and or cannot provide the required documentation on the day of the assessment centre we may not be able to proceed with your application. 6

Aims of the Assessment Centre The Assessment Centre will assess your performance against the Operational Delivery Apprenticeship Standard (see pages 9 -11). This will help us identify those candidates capable of undertaking the Apprenticeship programme. Overview of the Assessment Centre You will complete a set of three activities (explained on the next page): • A skills-based interview; • A group exercise; • A written exercise. You will be assessed throughout the day. You will need to display the skills referred to in the Apprenticeship Standard. Once the selection process has been completed you will be notified of the outcome. Assessment centre example timetable – assessment groups are in 2 hour time slots: Time 09: 00 am 09: 15 am 9: 45 am 10: 15 am Activity Introduction and Welcome Group Activity – 30 minutes. 5 x 30 minute written assessment (simultaneously) 5 x 30 minute interviews (simultaneously) 7

Assessment Centre Activities Activity 1 – Group Exercise This will take 30 minutes You will be provided with instructions and time to prepare for the exercise. You will be asked to work within a team to achieve a result. The exercise will test your ability to work in a team, how you influence people, how you communicate with them and how you deal with problems. Activity 2 - Written Exercise This will take 30 minutes You will be provided with instructions and time to prepare for the exercise. You will be required to read about a situation and then write up an answer, in a short statement. The exercise will test your levels of comprehension and also your decision making and drafting skills. Activity 3 – Interview This will take 20 minutes During this activity you will be asked questions about the examples and competencies you provided on your application form. 8

The Apprenticeship Standard - Values Integrity What is required Putting the obligations of public service above your own personal interests Honesty Being truthful and open Objectivity Basing your advice and decisions on rigorous analysis of evidence Impartiality Acting according to the merits of each case and serving the government of the day impartially Knowledge What is required Legislation, policies Understanding the principles, practices, regulations and procedures and law in your own area of operational delivery, and how it is applied and the effect it has, from supporting the needs of the most vulnerable individuals to keeping the UK’s borders secure Customers Understanding the diverse range of customers and communities, and their needs, rights and expectations, from individuals to the biggest multinational businesses Range of services Having an appreciation of the range of public services available that are delivered across government, from ensuring money is available to fund public services to making payments to pensioners Skills What is required Customer service Delivering services to a wide range of customers, including those most in need and vulnerable, recognising that some customers will need extra support to access and use services. You will be providing a professional service at the right time and in a non-judgmental way. This includes carrying out calculations based on information received and giving accurate advice and guidance to help citizens understand what they need to do 9

Communicating effectively Working together Gathering managing information and Negotiating influencing and Problem solving and decision making Tools and equipment Professionalism, selfmanagement and awareness Understanding the importance of effective communication in the workplace and communicating effectively in different situations and communicating in the best way to meet the needs of different audiences. This includes questioning and listening when carrying out interviews or investigations, and communicating in a clear and concise way using letters, e-mails or social media, over the phone, or face-to-face Working well with your team, colleagues and others and developing productive working relationships to achieve individual, team and business results Complying with data protection principles. Accurately reviewing, validating, processing and storing information from a range of sources and accurately using it to meet customers’ needs in a way they find clear and easy to understand. You may be analysing information for discrepancies, potential fraud or non-compliance. This could also support interviews and investigations Using tact and diplomacy to negotiate with individuals or businesses to ensure they comply with the rules, and reaching solutions that suit all parties and are right for the business Identifying problems quickly and using a range of techniques to solve them and stop them happening again. This includes preventing a customer having to contact us a number of times Using IT systems to manage, share and store information. This includes using office equipment appropriately and reporting poor performance of services you use to do your job Taking responsibility for your own actions. This includes being self-motivated, and planning work to make sure that tasks are completed and deadlines met 10

The Apprenticeship Standard - Behaviours What is required Changing improving and Being open to change. This includes being creative in supporting continuous improvement or changes to systems or processes that affect the way you do your job Making effective Having sound judgement. This includes making decisions about the relevance, quality and accuracy of the information available to you and using and sharing it appropriately Leading and Leading by example. This includes being evencommunicating handed, supportive, and not letting personal opinions override business needs, and communicating professionally, openly and honestly Collaborating and Working collaboratively and building professional partnering relationships with colleagues. This includes working as part of a team and developing contacts so you can support each other Building capability Learning and building your own knowledge and for all skills, and developing the mindset and ways of working to continually improve Managing a quality Delivering a quality service. This includes ‘going service the extra mile’, and showing an awareness of different customer needs (for example, those with disabilities) Delivering at pace, working to agreed goals and activities, and responding to challenges constructively, for example managing time well and thinking positively 11

The Apprenticeship Standard During your apprenticeship you will study for Operational Delivery Profession Level 2 & 3: • • City & Guilds Level 2 Award in Operational Delivery (Principles) City & Guilds Level 3 Certificate in Operational Delivery (Advanced) All your training will be delivered during work time, and you will have dedicated learning and apprentice days. Your line managers and training provider will support and guide you throughout your apprenticeship. You can monitor your progress and received further useful information and support through the on-line Apprentice Academy. At the end of your journey you will have: § § § Achieved an internationally-recognised qualification; Gained experience of customer service in multifunctioning Government departments; Built a network of colleagues and relationship across Government; Gained a permanent position in the Civil Service; and, Gained valuable experience to future your career in the Civil Service. 12