Community Probation Service helpdesk operations advisers help staff in the field untangle tricky operational problems.
Operations advisers can readily access legal or other specialist advice on complex or unusual issues. They also monitor calls to identify trends or issues that may require addressing.
Centralising the helpdesk at Wellington’s Head Office ensures a consistent standard in dealing with matters across the country.
The operations adviser team members are mostly former probation officers who have worked all over New Zealand. Other field staff from around the country are, from time to time, seconded to the team, mainly to assist with projects.
CPS operations advisers cover all facets of operational procedure including the more recent developments of extended supervision and the wider use of electronic monitoring of offenders on parole. Cross-department initiatives including reintegration and pre-release practice are also part of the mix, as are initiatives involving other government departments, such as child-sex offender information sharing.
As well as providing operational advice on the helpdesk, operations advisers’ duties include:
“The role is varied and challenging,” says Operations Adviser Veronica Taylor. “We also have specialist portfolios such as home detention, extended supervision, electronic monitoring, community work or writing ministerial correspondence.”
“It’s an intellectually-stimulating position as we have to know all the policies, manuals and related legislation,” adds Principal Operations Adviser Bernie Marra.
The team environment works well, Veronica and Bernie say. “Decisions are not made alone but are a team effort. We have a national perspective, lots of field knowledge and can get instant legal advice as well as direct access to head office managers including the General Manager as necessary,” they add.
Got a story for Corrections News or want to request the print edition?
Email commdesk@corrections.govt.nz or phone (04) 460 3365.
ISSN 1178-8453