Operational Services job family

Performs the same activity, within established processes and procedures, needing no formal education or prior experience.

 

Scope of Work

Basic (practical) knowledge and skills, requiring no formal education, are required to perform simple repetitive activities which are likely to be operational and manual in nature.

No planning and organisation of activities is required and interaction with others is limited and involves basic courtesy and straightforward exchange of information.

Work is governed by precise and detailed rules and instructions and solutions are defined and repetitive. Work is closely supervised and not directly related to the task or purpose of the department or unit.

 

Accountabilities/Responsibilities

• Undertake identical processes, within established frameworks to deliver a frontline service to the community.
• React to situations as they immediately arise, responding to the needs of those in the community in a defined area.
• Communicate with colleagues and where appropriate, respond to citizens with courtesy and tact, ensuring that queries are directed accordingly, or resolved.
• React to situations as they arise, with no expectation or necessity to plan ahead.

 

Skills, knowledge and experience

• Some basic understanding of the area within which they are working.
• Understanding of the importance of health and safety.
• Ability to communicate with tact and courtesy, and exchange simple information relating to the role.

Carries out a very repetitive and reactive front-line operational activities in the community.

 

Scope of Work

Role holders provide basic corporate services support by interpreting instructions and making a choice from an established set of methods or tools appropriate for the job. This is in order to deliver a specific service to a defined standard, clear specification or brief, to an agreed format and with specific (daily) deadlines.

Role holders will be working within clearly established policies and procedures and will need to apply a degree of interpretation and identification of alternative solutions.

Communication skills required for the relay and exchange of information, using tact and courtesy with all stakeholders.

 

Accountabilities/Responsibilities

• Carry out a limited range of activities within established simple work routines meeting standardised objectives and performance indicators. This may include manual removal of litter for example, or the use of less complex powered hand tools.
• Comply with clear and defined instructions and routines including those governing health and safety, with responsibility for complying in this area.
• Receive and respond to everyday enquiries from citizens, escalating requests outside own knowledge to the appropriate person or area.
• Work independently within a number of simple work routines but generally under close supervision from either systems or a supervisor.

 

Skills, knowledge and experience

• Basic literacy and numeracy skills.
• Basic knowledge of relevant basic operational routines and relevant equipment related to the role.
• Basic understanding of health and safety within this area.
• Ability to communicate with tact and courtesy, and exchange information relating to the role and area of operation.

Carries out repetitive front-line operational activities. Focus is on reacting to immediate demands.

 

Scope of Work

Role involves simple and repetitive tasks in support of the council’s operational teams. Roles will be closely supervised, either in person, or by processes or systems. Job holders are likely to be given clear instructions about what to do and how to do it and will need to ensure that they meet strict timescale requirements, responding to situations as they arise, with little planning horizon outside the immediate day ahead to be managed.

Communication skills required for the relay and exchange of information, responding to situations as they arise.

 

Accountabilities/Responsibilities

• Carry out, as instructed, a range of straightforward activities in support of operational teams/activities.
• Use basic tools and minor equipment in a standardised way to achieve the required result.
• Comply with procedures including those governing health and safety.
• Pass on basic information to supervisor/manager from customers or the public, escalating queries where necessary, and resolving queries when appropriate.

 

Skills, knowledge and experience

• Numeracy and literacy skills.
• Knowledge of simple operational equipment and practices relevant to the role, and how to safely use them.
• Knowledge of health and safety and work methods associated with the role.
• Ability to communicate with tact and courtesy, and exchange information relating to the role and area of operation.

Carries out a limited range of front-line operational activities in the community, with the focus on reacting to immediate demands, dealing directly with the public, responding to queries as and when they arise.

 

Scope of Work

Roles at this level carry out all necessary duties and tasks to provide support and operational delivery of public services within the particular specialist area.

Roles perform a range of simple, routine tasks within basic procedures and under regular supervision.

Thinking involves reacting and responding to routine queries, issues or circumstances but any unusual or non-routine queries are referred to others.

These roles will be interacting with the public, occasionally providing advice and guidance and being polite, open and courteous with all members of the public.

 

Accountabilities/Responsibilities

• Carry out a range of activities within a routine or established process, undertaking these in line with Council requirements and to meet standards in this area.
• Operate equipment and plant in a standardised way to achieve the required result, ensuring that this is done safely and compliantly.
• Comply with procedures including those governing health and safety, maintaining an awareness of their surroundings and the surroundings of others to ensure all operations are undertaken safely.

 

Skills, knowledge and experience

• Good literacy and numeracy, ability to use simple processes or IT.
• Basic knowledge of relevant processes, equipment and tools within the specific service area.
• Awareness of the relevant service area.
• Ability to communicate with tact and courtesy.

Carries out a limited range of frontline operational activities in the community, delivering visible services to the citizens of Hertfordshire.

 

Scope of Work

Roles at this level carry out all necessary duties and tasks to provide support and operational delivery of services within the particular specialist area to the community. Roles perform a range of simple, routine tasks within basic procedures and under regular supervision.

Thinking involves reacting and responding to routine queries, issues or circumstances but any unusual or nonroutine queries are referred to others.

Communication skills will be involved in the relay and exchange of information, being polite and courteous to all citizens encountered.

 

Accountabilities/Responsibilities

• Carry out a range of supporting activities within routine or established processes, with an expectation to have a good understanding of related activities within the department, to deliver a cohesive service to citizens.
• Operate specialised equipment or vehicles in a standardised way to achieve the required result.
• Comply with procedures including those governing health and safety and safeguarding, with responsibility for ensuring others are also complying within this area and resolving any situations which fall outside of expected standards.
• Receive and respond to everyday enquiries from citizens, escalating requests outside own knowledge to the appropriate person or area.

 

Skills, knowledge and experience

• Good literacy and numeracy, ability to use standard process or IT.
• Knowledge of relevant standards and processes governing area of work.
• Understanding and prior experience of the relevant service area.
• May require some ability to plan own work over short timescales for routine or familiar tasks.
• Ability to communicate with tact and courtesy, providing simple instruction or information within area of expertise where necessary.

Delivery of a range of frontline operational activities. Focus is on responsiveness to service/delivery standards and the needs of citizens and the council. Often required to work in situations where they encounter members of the community and as such will need to represent the council.

 

Scope of Work

Role holder will be expected to undertake a range of operational activities, which will be similar in nature. There will be an expectation to maintain an awareness of the activities happening around them in order to be successful and safe, potentially overseeing the activities of one or two others.

Communication skills required for the relay and exchange of information, no supervisory responsibility, but a requirement to respond to straightforward enquires.

Roles will be working within established precedents and procedures, and there will be little freedom to operate outside of these constraints.

Roles will be expected to choose the best course of action from known alternatives, and occasionally use evaluative thinking to resolve situations as they arise, in a potentially safety critical area.

Roles will need to be aware of and adhere to relevant health and safety guidelines and may be expected to undertake some basic administration to support smooth operations and effective record keeping.

 

Accountabilities/Responsibilities

• Provide technical and practical skills and services drawing on learning through formal training and/or experience.
• Ensure operational services are delivered to an agreed quality standard or specification to maximise service quality and continuity.
• Be accountable to internal and external customers/citizens, for the quality of an end product or service.
• Carry out basic administrative tasks, including data collection, record keeping and routine paperwork, in line with standard and clear practices.
• Carry out first line maintenance, servicing and fault finding in order to repair or recommend corrective action and ensure the smooth running of machinery and related equipment.
• Escalate or report hazards, emergencies and issues that have an immediate impact on performance to ensure that problems are solved safely and efficiently.

 

Skills, knowledge and experience

• GCSE or Vocational equivalent, strong numeracy and literacy, proficient use of processes or IT.
• Knowledge of relevant systems, procedures and standards, gained through broad training and/or experience in a similar service environment.
• Experience and knowledge of the use of equipment including, where necessary, vehicles and powered plant.
• Relevant experience within an operational area or similar environment.
• Ability to keep records, including the basic use of electronic systems and software.
• Ability to communicate with tact and courtesy with external customers/clients.

Undertakes a range of specialised operations for the community, undertaking complex activities in an operational field, to meet defined timescales and quality standards.

 

Scope of Work

Roles at this level will need to have experience of carrying out operational activities and be expected to undertake more complex activities within their field of expertise. There will be an expectation to manage and prioritise their workload and activities, which will broadly be similar in nature, planning over days ahead to ensure that timescales and objectives are met.

Communication skills will be used to relay and exchange information, liaising with members of the public, and often being seen as the face of the council. The role holder will need to work within procedures and precedents, which will be well-defined. There will be precedents in place, with an expectation to use judgement and experience to choose from predetermined solutions.

 

Accountabilities/Responsibilities

• Approach situations, which will mainly be repetitive in nature, diagnose what the issue is and select the appropriate method or solution.
• Responsible for the day to day safety of themselves and of others around them, keeping to set work processes and procedures.
• Use tools, equipment and/or vehicles in line with job requirements to deliver services to the community and citizens.
• Escalate or report hazards, emergencies and issues that have an immediate impact on performance to ensure that problems are solved safely and efficiently.
• Undertake basic housekeeping in order to maintain a safe working environment.
• Carry out basic administrative tasks, including data collection, record keeping and routine paperwork, in line with standard and clear practices.
• Carry out first line maintenance, servicing and fault finding in order to repair or recommend corrective action and ensure the smooth running of machinery and related equipment.

 

Supervisory

• Monitor and review the quality of work of a small frontline team.

 

Individual

• Provides practical problem solving, support and services drawing on training and experience.

 

Skills, knowledge and experience

• GCSE or Vocational equivalent, strong numeracy and literacy, proficient use of processes or IT.
• Understanding of specialised processes and methods gained through relevant training and experience.
• Experience and knowledge of the use of equipment including, where necessary, vehicles, machinery and plant.
• Prior work experience of the relevant operational area or similar environment.
• Experience of working within a team environment.
• Ability to keep records, including the basic use of electronic systems and software.
• Able to plan own work over short timescales for routine or familiar tasks and processes.
• Ability to identify the needs of other staff and provide instruction, support and guidance.

Roles at this level lead a team to deliver specified operational outputs within defined systems, procedures and standards, requiring relevant knowledge of appropriate processes. Delivers technically complex operational activities to laid down standards with an expectation to supervise the activities of operational staff.

 

Scope of Work

Role holders will need to have experience of supervising operational staff and subcontractors within a specific operational field, holding up to date knowledge of relevant legislation and techniques to deliver a visible and timely service to citizens. There will be an expectation to either supervise a team, who are undertaking broadly reactive services, or for individual contributors, an expectation to manage and prioritise their workload, ensuring that activities are undertaken to meet set deadlines, and an awareness of the activities of others are monitored.

Communication skills will be required to work in a specialised field and to provide relevant advice or guidance in this area, or to supervise a small team of operatives, holding them to account on activities and quality of service. The role holder will need to work within procedures and precedents, which will be well-defined. There will be precedents in place, with an expectation to be a process expert in order to be able to supervise a team and manage any escalated queries where necessary.

 

Accountabilities/Responsibilities

• Schedule work to others where necessary, organising the allocation of staff and resources to ensure that staffing levels are in line with the needs in the community.
• Oversee the quality of work conducted by operational staff, ensuring that it is conducted in accordance with legislation, regulation, and relevant performance/contract/service specifications.
• Liaise with contractors to enable the delivery of high quality work to the community, ensuring that timescales and standards are met.
• Act as first point of contact with operatives and members of the community for daily issues, ensuring that all issues are resolved in a timely manner and that safety protocols are kept to.
• Provide information to managers on the performance and costs of operations, to help inform continued monitoring and improvement of council frontline services.

 

Supervisory

• Schedule work to others where necessary, organising the allocation of staff and resources to ensure that staffing levels are in line with the needs in the community.
• Oversee the quality of work conducted by operational staff, ensuring that it is conducted in accordance with legislation, regulation, and relevant performance/contract/service specifications.
• May monitor and process financial information and review financial data.

 

Individual

• Providing specialist knowledge and advice in an operational field.

 

Skills, knowledge and experience

• Good level of education: GCSE, A-level or Vocational equivalent. Relevant vocational qualification or technical training. May be working towards a professional qualification.
• Clear understanding of the relevant work practices, processes and procedures relevant to the area. Good knowledge of industry standards, vehicles and equipment, especially relating to health and safety.
• Experience of supervising operational staff, where necessary for the role.
• Ability to consider to budget constraints, and ability to provide basic financial information and reports.
• Able to plan own work over short timescales for routine or familiar tasks and processes, and also schedule the work of others.
• Ability to communicate with others, using influence and knowledge to help others understand their roles and duties, and/or to provide leadership to operational teams.