ASB Careers Series – From PCSPO To ASB Force Lead
Some people come into anti-social behaviour work through housing or community safety. For Jess Thomas, the journey began on the frontline.
How did your overall career start?
At 17, I left college unsure of what direction to take. Feeling overwhelmed by choices, I took a stopgap role as an admin assistant for a family friend who was a private investigator. Working alongside retired police officers sparked my interest in policing. At 19, I joined as a Special Constable and quickly realised I had found my calling.
While applying to become a Police Officer, I noticed a nearby force recruiting its first cohort of Police Community Support Officers (PCSOs). I joined on my 21st birthday, initially unsure of what the role would entail. After six months on the beat, I realised this was the right path for me. I withdrew my police officer application and remained a PCSO for 15 years — where my experience in dealing with antisocial behaviour (ASB) truly began.
How did you get into a career in ASB?
My ASB career evolved naturally from frontline work. As a PCSO, I regularly responded to ASB incidents and developed crime prevention techniques. After 15 years, I was offered a role as an Anti-Social Behaviour Coordinator, which allowed me to focus more on problem solving and applying ASB tools and powers.
Due to my successes, I was promoted to ASB Force Lead. This strategic role enabled me to design systems and processes that improved how police responded to, risk assessed, and recorded ASB. Each step gave me deeper knowledge of ASB management, from frontline response to strategic oversight. I’ve seen firsthand the impact ASB has on victims, and I understand the challenges agencies face when dealing with perpetrators.
What do you love about your role?
ASB work is challenging, especially with complex, longstanding cases, but the positive impact on victims makes it worthwhile. Supporting victims and giving a voice to those who feel powerless is deeply rewarding.
I also enjoy the problem solving aspect – every case is unique and requires creativity and persistence. Understanding root causes, whether social, behavioural, or environmental, helps prevent ASB and can divert individuals away from the criminal justice system.
What have been the biggest learnings?
Over the course of my career, some of the biggest learnings have centred around empathy and resilience. Appreciating the human side of anti-social behaviour (ASB) has been vital, not only for understanding the experiences of victims but also for recognising the challenges faced by perpetrators. I have learned that the causes of ASB are often complex, with links to mental health, substance misuse, and social deprivation. Another key lesson has been the importance of partnership working, as no single agency can tackle ASB alone. Finally, I have come to understand the need to balance enforcement with support. While tough measures are sometimes necessary, long-term change is more likely to come through rehabilitation and addressing root causes.
What training has been the most valuable?
Training has played a crucial role in shaping my approach. Conflict resolution and mediation have been invaluable in de-escalating disputes, while legal training has given me a strong foundation in ASB legislation and law. Safeguarding and trauma-informed practice have helped me to tailor interventions to vulnerable individuals, ensuring that responses are sensitive and effective. Equally, community engagement skills have been essential in building trust with residents and stakeholders, which is often the key to achieving sustainable outcomes.
What advice would you give someone considering a career in ASB?
For anyone considering a career in ASB, my advice would be to prepare for challenges. Cases can be emotionally draining, but the rewards of making a difference in people’s lives are significant. Developing resilience is essential, as the role requires balancing compassion with firmness. A solid understanding of the law is also vital since legislation underpins much of the work. Valuing partnerships is equally important, as success depends on collaboration with police, housing, health, the community and more. Above all, stay motivated by the impact you can make – even small changes can transform lives and communities.