Role: 101/999 Call Handler
Department: Force Control Room
Scale: SC3/4
Salary: £25,626 – £28,653 (Plus 20% Shift allowance and weekend working which increases the salary to approximately £34,000 - £38,000 – after training and joining your shift pattern)
Location: Melton 2, Wyke Way
Hours: 37 Hours per week (Full-Part Time) Shift pattern
Contract: Permanent
(We are advertising for succession planning – for future vacancies in 2025)
Our recruitment window is now open for 101/999 Call Handlers to join Humberside Police. We are recruiting for intakes which will take place throughout 2025.
Humberside Police have the best performing Force Control Room in the country.
The 101/999 Call Handler role is one of the most important positions within Humberside Police. You will be at the heart of our Force Control Room, acting as the first point of contact for all our 999 emergency and 101 non-emergency calls, making it hugely challenging but very rewarding at the same time.
The role is ideal for someone who has a calm head under pressure, has a real eye for detail and for someone who is accurate when it comes to capturing and processing information. We often must make split second decisions based solely on what we have been told by someone on the other end of the phone who may be injured, distressed, or involved in an ongoing crime where time is very much of the essence.
To be considered, you must have experience of communicating effectively with people at all levels, often in distressing, delicate or confrontational situations. You must also have experience of working in a customer-orientated environment. Ideally, you will have experience of working in a secure/confidential environment.
Shift Pattern:
Initial training will consist of working office hours Monday to Friday.
You will then be placed on shift and be expected to work a shift pattern, which covers 24 hours a day / 7 days a week / 365 days a year. The shift pattern covers 24 hours ‘4 on / 4 off’ shift pattern with 20% shift allowance plus weekend working allowances.
(Attached is an example shift pattern)
There is great potential for growth within this role and it offers real variety as our call handlers are trained to perform numerous roles within the Force Control Room.
The role of 101/999 Call Handler carries a two-year tenure, during this time you will not be eligible to apply for any vacancies advertised within Humberside Police.
Key Responsibilities:
Meeting the needs and expectation of individuals by providing appropriate help and advice, taking all concerns seriously and explaining what will be done to address them, including whether any further actions will be taken and why.
Assesses situations, draws logical conclusions from the information available and uses judgement and knowledge to identify the best available options in accordance with the THRIVE Decision Making model interpreting daily the coding and counting rules for crime reporting and incident recording.
Receives and responds to incoming contacts directed to the Force Control Room via any source including 999 emergency, non-emergency, and all other contact types. Ascertains the purpose and nature of each contact eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
Records details of information received, advice given, and action taken directly onto Force IT systems in accordance with NSIR standards
What the role requires:
A good standard of education sufficient to meet the requirements of the role.
Awareness of the Data Protection Act.
Experience of communicating effectively with people at all levels, often in distressing, delicate or confrontational situations.
Experience of working within a telephony-based customer service environment.
Excellent communication skills with the ability to question telephone callers in a thorough, organised, and effective manner.
Progression:
There is also potential opportunity to progress in this role to the role of Demand Resolution Officer (Dispatcher).
Force Control Room information evening:
We are hosting an information evening on Tuesday 26th November 2025 at 6pm via at our force control room in Melton. This information evening will cover a day in the life of a 101/999 Call Handler, what the role involves, what is required to be successful in the role and the recruitment process.
You will hear from current serving Call Handlers, be able to take a tour of the FCR and ask any questions you may have.
To book your place, please click the following link:
Please note, Tickets are to be booked by attendees who are interested in the role. We ask if you book a ticket and cannot make the event, as tickets are limited, please let us know so we can offer the spaces to other potential candidates
Closing Date: Sunday 1st November 2024 at 23:55
Interview/Assessment date: W/C 9th December 2024
It is not likely that closing dates will be extended, other than in exceptional circumstances and would need to be with the permission of the Recruitment Manager and Line Manager of the role.
The Recruitment Manager can authorise to close any vacancy before the closing date stated on the advert.