The Dispatcher will assist in providing a multifunctional service to the public by determining the response to calls for service. The role holder is empowered to allocate the most appropriate resource when required using radio, telephone and computer aided dispatch systems. The role holder will be communicating with police officers mainly from Constable to Inspector level to brief officers regarding incidents and tasking to scenes.Please see employer website for full job details & person specification.
Responsibilities
* Ensuring that calls on Command & Control are dealt with appropriately, within timescales, in line with National Call Handling Guidelines and Standards and in line with Service Procedure/Policy and Practice.
* Ensure that those responding are fully briefed in relation to safety issues, for example, where there is a threat to life.
* Prioritising calls and assessing incident resource requirements which may change in real time.
* Deploying additional resources as required, for example, Tactical Support Groups in the event of Civil Disturbances, Dog Section, Roads Policing etc., and ensuring that the caller is aware of any delay.
* Identifying any threat, harm or risk to police officers, police staff and members of the public; and carrying out risk assessment of incidents.
* For example, where the resource of a dog handler is required or where there is a firearm registered at an address.
* Undertaking primary and secondary searches and checks and supplying information (on people, crimes and vehicles) which will help police officers when they are deployed to deal with an incident to aid risk assessment.
* In certain circumstances they will need to carry out enhanced checks.
* Ensuring accurate recording of information on the Command & Control log and other relevant logs and monitoring the progress of the incident until the response team arrive and take control.
* Maintaining contact with officers at scenes co-ordinating necessary support services and closing call off.
* Where arrests have been made, resourcing custody cells.
* Briefing Supervisor and Manager as necessary in relation to progress of call, and tasking other services if required, for example, Fire and Ambulance and ensuring that they are fully briefed prior to attending a call.
* Briefing Supervisor and Manager in the event of high risk calls, for example vulnerable missing persons where there may be a concern for their safety, immediate threat to life matters and matters requiring escalation to Incident Co-ordination centre.
* This Job Description reflects the main duties and responsibilities associated with this position. It is not intended to be exclusive or exhaustive.
Skills and Qualifications
* 1 years’ experience in a customer services or contact centre environment to include:
* Dealing with escalated or more complex calls from customers who require advice or assistance and determining how best to action.
* Identifying customer’s needs through effective considered questioning to obtain the required level of detail to enable a tailored response.
* Managing customer expectations in line with organisational procedures.
* Accurately recording call information (minimum of 26 words per minute).
* IT literate specifically in the use of the Microsoft Office suite (including MS Word, MS PowerPoint, MS Excel and MS Outlook).
* The successful candidate must have access to a form of transport which will enable them to fulfil the responsibilities of the job in full.
* The role holder will be required to successfully complete the PSNI Dispatcher training course.
Further Information
Salary: £30,458 - £31,097 plus £1365 environmental allowance. The post will also attract shift related allowances.Work Time: Dispatchers are required to work shifts, which will include a combination of early, late and weekend shifts. There may be a requirement to work overtime as necessary.Shortlisting will be carried out based on the essential criteria. Successful applicants will be retained on a merit list for future opportunities arising. We would encourage you to check the spam within your email system for any relevant correspondence.
Vacancy ID 1732876 Job ref. HRDISP2725 Job Sector Telecommunications,Customer Service and Call Centre,Public Sector Area All of Northern Ireland Location Greater Belfast, Armagh, Derry/Londonderry - Maydown Salary £30,458 - £31,097 per annum No. vacancies 10 Contract Type Permanent Weekly hours 37 Published date 01/09/2025 Closing date 22/09/2025 Worktime To be confirmed
#J-18808-Ljbffr