West Midlands Police                            Conflict                            Resolution at                         ...
West Midlands Police   •   7995 Police Officers   •   3532 Police Staff, 730 PCSOs   •   578 Special Constables   •   10 L...
West Midlands Police“People join the police servicefor vocational reasons. Theywant to serve the public anddo a good job. ...
West Midlands Police                        robust and intrusive  Or                           or                       em...
West Midlands Police   WMP’s Dispute Resolution options  • First Contact Advisers  • Mediation  • People Advice and Liaiso...
West Midlands Police                       Our vision is to reduce crime and disorder and make our communities feel safer
West Midlands Police           First Contact Advisers     Listening → Signposting → Advice                                ...
West Midlands Police       Mediation • 18 mediators • 163 cases over 6 years • Even split male/female colleagues • Obstacl...
West Midlands Police                   Challenges   • Mediation scheme underused   • Misunderstanding of the process   • M...
West Midlands Police                       Our vision is to reduce crime and disorder and make our communities feel safer
West Midlands Police           Resolution Process             Resolution Process   • 2 stages   • Guidance (expectations,f...
West Midlands Police       Where did we go wrong?•   Expectations/objectives•   Personnel practices/policy issues•   Trans...
West Midlands Police  Cost/Benefit analysis    •   Demonstrable impartiality    •   Early merits assessment    •   Swift d...
West Midlands Police   *withdrawn or   NB figures as accurate as possible     dismissed                                   ...
West Midlands Police                   “Overall, the cost of tribunal                    claims is significantly below    ...
West Midlands Police   People Advice and Liaison Service   • Conflict, capability, misconduct,     disciplinary, whistle-b...
West Midlands Police     “If you want others to be happy,     practice compassion. If you want to be     happy, practice c...
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Knowledge Bite Session - Rebecca Hess - Conflict Resolutions at West Midlands Police - PPMA Seminar April 2012

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Knowledge Bite Session - Rebecca Hess - Conflict Resolutions at West Midlands Police - PPMA Seminar April 2012

  1. 1. West Midlands Police Conflict Resolution at West Midlands Police “what the world really needs is more love and less paperwork” Pearl Bailey Our vision is to reduce crime and disorder and make our communities feel safer
  2. 2. West Midlands Police • 7995 Police Officers • 3532 Police Staff, 730 PCSOs • 578 Special Constables • 10 LPUs/18 depts • 31% work shifts, 16% are flexible workers • 59% male, 41% female • 90% of the force non BME, 10% BME • covering 348m2, population 2.6m, 18% BME Our vision is to reduce crime and disorder and make our communities feel safer
  3. 3. West Midlands Police“People join the police servicefor vocational reasons. Theywant to serve the public anddo a good job. It is aboutcreating a climate thatallows them to do that.”(Birmingham Mail 1 June 2010) Our vision is to reduce crime and disorder and make our communities feel safer
  4. 4. West Midlands Police robust and intrusive Or or emotional intelligence Our vision is to reduce crime and disorder and make our communities feel safer
  5. 5. West Midlands Police WMP’s Dispute Resolution options • First Contact Advisers • Mediation • People Advice and Liaison Service • Formal Resolution • Productivity and Attendance Management • Shared Service Centre: Line Manager Adviser Team Our vision is to reduce crime and disorder and make our communities feel safer
  6. 6. West Midlands Police Our vision is to reduce crime and disorder and make our communities feel safer
  7. 7. West Midlands Police First Contact Advisers Listening → Signposting → Advice Issues: • Equality • Diversity • Fairness • Bullying• Started 1993 • Harassment• 70+ FCAs• Own steering • Discrimination committee Our vision is to reduce crime and disorder and make our communities feel safer
  8. 8. West Midlands Police Mediation • 18 mediators • 163 cases over 6 years • Even split male/female colleagues • Obstacles: confidentiality/impartiality, catharsis, “right to manage”, Change • Evaluation of process and service • Assessment of outcomes and impact Our vision is to reduce crime and disorder and make our communities feel safer
  9. 9. West Midlands Police Challenges • Mediation scheme underused • Misunderstanding of the process • Mediation “imposed” by Managers • Perceptions (stigma, blame, confidentiality, trust/confidence, buy-in) • Resilience • Communicating outcomes/needs Our vision is to reduce crime and disorder and make our communities feel safer
  10. 10. West Midlands Police Our vision is to reduce crime and disorder and make our communities feel safer
  11. 11. West Midlands Police Resolution Process Resolution Process • 2 stages • Guidance (expectations,fact finding, handling difficult conversations, stress management, closure) • Cooling off period • Independent adjudication Our vision is to reduce crime and disorder and make our communities feel safer
  12. 12. West Midlands Police Where did we go wrong?• Expectations/objectives• Personnel practices/policy issues• Transparency of rationales• Power of apology• Aftermath management Our vision is to reduce crime and disorder and make our communities feel safer
  13. 13. West Midlands Police Cost/Benefit analysis • Demonstrable impartiality • Early merits assessment • Swift decision and minimal disruption • Flexible approach and creative solutions • Confidence regarding outcome • Savings → £2000-3000 per case on admin (overall decrease 100-200% of ET costs £50k+) Our vision is to reduce crime and disorder and make our communities feel safer
  14. 14. West Midlands Police *withdrawn or NB figures as accurate as possible dismissed 2008 2009 2010 2011 criteria for data sometimes varies ET New Claims 27 21 9 (-6*) 20 (-5*) Won 2 1 1 0 Lost 14 4 1 1 (EAT overturned this) Settled 7 2 2 5 Resolutions Stage 1 17 40 (10) 57 Stage 2 23 10 5 3 Mediations Total 17 27 23 24 Resolved 9 19 11 7 Unresolved 8 8 12 7 or did not progress Our vision is to reduce crime and disorder and make our communities feel safer
  15. 15. West Midlands Police “Overall, the cost of tribunal claims is significantly below the levels for the previous five years, which is especially significant considering the organisational changes taking place” WMP Force Solicitor John Kilbey, April 2012 Our vision is to reduce crime and disorder and make our communities feel safer
  16. 16. West Midlands Police People Advice and Liaison Service • Conflict, capability, misconduct, disciplinary, whistle-blowing or “stress” • Prevention not cure • Advocacy not therapy • Understand dynamics/clarify objectives • Challenge assumptions/self-reflection • Agree realistic strategy Our vision is to reduce crime and disorder and make our communities feel safer
  17. 17. West Midlands Police “If you want others to be happy, practice compassion. If you want to be happy, practice compassion.” The Dalai Lama Our vision is to reduce crime and disorder and make our communities feel safer

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