Job title: Court Usher
Location: Burnley Combined Court
Working hours: 37 per week (Mon - Fri) flexible for occasional Saturday
Start date: ASAP
End date: 31/03/22
Please note this may be subject to extension
This position is subject to undertaking a Enhanced DBS
Brief description of duties and any skills required (e.g. Excel, PowerPoint). This should include information pertinent to the level of DBS required if applicable. To carry out ushering duties and face to face reception/ushering duties.
To support judiciary in attended hearings
To process basic admin duties to support HMCTS admin
To confidently assist participants in CVP hearings to engage fully and effectively in the hearing. Obtaining approval from the judge if a non-hearing participant wants to observe and assisting non-hearing participants to join the call, in line with the principle of `open justice`
Prepare for CVP hearings, maintain administration rights for assigned CVP rooms. Make sure court staff and the room are booked and available with courtroom equipment set up, ready for the hearing.
Share host pin details, invitations, guidance and access codes with users to let them join the hearing at the right time. Admit users; monitoring participation, muting and/or removing parties appropriately. Close hearings, removing users once the hearing has ended
Provide guidance to participants on how to use CVP hearings technology, using standard scripts, adapting when necessary, so that users understand what to expect
Act as first-line support for technical issues during the hearing; calmly but urgently responding to requests for assistance in real-time, using multiple communication channels and technology/digital means. Report technical issues to Digital & Technology Service directorate (DTS)
Coach users through the process, ensuring they are ready to engage with the hearing. Assist on setting up equipment for them before the hearing and respond to queries and issues. Provide further analysis and escalate complex queries as required
Liaise with court and other staff to determine requirements for sharing documents over CVP, ensuring they have the relevant guidance to do so. Work with listing officers who are providing CVP support, ensuring that they have the relevant CVP details to invite parties to hearings.
Identify solutions to frequently occurring routine issues and work with the rest of the team to share knowledge, to achieve a high level of first-contact-resolution
Work flexibly and undertake other administrative duties, during the hearings if the nature of the hearing allows along with before and after the usual hearing hours.