Our teams are the first point of contact for over 1000 emergency and over 2200 non‑emergency phone calls and over 100 interactions via our digital platforms every day. As a Police Call Handler, you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community.
Responsibilities
* Handle emergency and non‑emergency calls, remaining calm and taking control of the call.
* Gather as much information as possible by asking the right questions and recording that information so it can be relayed to the officers responding.
* Take crime reports using our systems, ensuring everything is recorded according to guidelines.
* Work with partner agencies to record incidents in which the Police play a role.
* Signpost members of the public to more appropriate agencies when an issue is outside the Police’s remit.
* Deal with requests and queries via online platforms.
* Use appropriate sector‑specific phraseology.
* Operate communication and software systems.
* Communicate in a calm manner, considering the caller’s circumstances.
* Build and establish appropriate rapport.
* Use clear language to convey instructions, avoiding jargon and sector‑specific terminology.
* Overcome barriers to effective communication.
* Use appropriate questioning and listening techniques to gather relevant information.
* Record relevant information accurately, clearly and concisely, and review any existing information on the incident when applicable.
* Manage expectations of the public, colleagues, internal and external partner organisations.
* Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting the response when required.
* Identify and assess risk, take action and record the outcome appropriately.
* Update internal and external colleagues when applicable.
* Decide and apply grading or prioritisation guidelines appropriate to the incident.
* Analyse information and apply relevant policy, procedures or regulations.
* Advise on the appropriate course of action, including signposting to other organisations when required.
* Undertake tasks simultaneously, seeking assistance when necessary.
* Complete any resulting actions accurately and efficiently at the end of the contact.
* Potential for progression to supervisory or operational manager roles, eventual transition to Police Officer, and internal roles within Thames Valley Police.
Qualifications
* GCSE in English (Grade 4/C) and Maths (Grade 4/C).
* Communication skills.
* IT skills.
* Attention to detail.
* Organisation skills.
* Customer care skills.
* Problem‑solving skills.
* Administrative skills.
* Analytical skills.
* Team‑working skills.
* Non‑judgemental attitude.
* Patience.
* Share any other relevant qualifications and industry experience.
Apprenticeship Details
* The apprenticeship takes approximately 18 months to achieve and will award a Level 3 apprenticeship in emergency service contact handling.
* Structured on‑ and off‑the‑job development, including classroom training and personalised tutoring, to develop competence in responding to emergency and non‑emergency calls.
* Training covers communication systems and software, communication skills, risk assessment, decision‑making and technical knowledge relevant to policing.
* Learning is predominantly delivered in blocks covering: Preventing and thoroughly investigating crime, supporting victims and bringing offenders to justice.
* Support comes from a team of over 8,000 staff, officers and volunteers, working alongside partner agencies and the public to build stronger, more resilient communities.
* Our commitment to delivering a high‑quality service relies on the best talent being part of the TVP family, offering a unique and rewarding career worth living.
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