Courtney Taylor

• Review and assess quality assurance reports to ensure policy, procedure and legislation are being met through the Policelink Contact Centre.
• Review and assess live phone calls and online reports to ensure mandatory reporting requirements are met.
• Delivering professional coaching and feedback to Client Service Officers, Team Leaders, Mentors and Trainers as required.
• Engaging with internal stakeholders, for example providing accurate advice to Crime Managers regarding tasking and legislative changes in crime reports and crime statistics.
• Providing valuable insights and breaking down complex procedures to Team Leaders and Client Service Officers.
• Highly skilled in Queensland Police systems including but not limited to connXQ-P, QPRIME, PIMS, NICE Inform, QA Platform, LCAD, CRM (PIR), Microsoft Applications and Mapping Applications.

• Managing QPS frontline contacts via telephone, email and online forms. Providing community engagement and customer service to the Queensland community, police officers and staff to resolve matters of crime reporting and general policing enquires. These include but not limited to:
  ➢ Taking crime reports for offences against property
  ➢ Aiding victims of Domestic Violence by organizing appointments with Police officers to apply for protection orders
  ➢ Providing up to date information on current legislation and policies
  ➢ Processing Child Protection Offender Registry updates
  ➢ Updating towed and stolen vehicles
  ➢ Taking complaints and sensitive reports from members of the public
  ➢ Assisting Police Officers in creating, finalising/solving and updating crime reports.
  • Frontline contact for QPS Triple Zero overflow, handling urgent requests for police assistance.