Are you being served? – Concierge service boosts frontline hours
The foyer at Mackay Police Station has been revitalised after the introduction of a concierge-like service to assist members of the public to streamline their policing business.
The Central Region in partnership with the QPS Community Contact Command developed the enhanced service as part of the QPS renewal initiatives.
Central Region Assistant Commissioner Mike Condon said Client Service Officers and Volunteers in Policing will assist the public during business hours by providing a concierge role to clients who attend the station.
“The station concierge will engage clients in the foyer of the station identifying the required services and where appropriate directing them to alternative service delivery and self-service options, or by providing assistance to clients seeking services from other government departments,” Assistant Commissioner Condon said.
“To assist in this business change, three public assistance kiosks and three Policelink phone points have been placed in the foyer of the Mackay Police Station.”
Assistant Commissioner Condon said between June 1 and August 1 more than 400 clients have used the Policelink phones for the station, saving Mackay Police an average of 15 minutes per interaction or 100 hours of frontline time.
“The client service role is being performed by both unsworn police staff and importantly Volunteers In Policing that allows front line police back to operational duty,” Assistant Condon said.
The Client Services Officers will remove the need for the public to wait in line for a significant amount time for an interaction that either needs urgent prioritisation, or could be dealt with by alternative delivery options, or in some case is not managed by Queensland Police.
“The engagement at the police station becomes a less threatening event, placing the needs of the client first to resolve their issues as professionally and quickly as possible,” Assistant Commissioner Condon said.
The public assistance kiosk can be used to report non urgent or non-life threatening matters, reporting of certain crimes and providing advice to public enquiries regarding QPS and other government services.
