Summary
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.
Wage
£35,299.62 a year
Please see the Thames Valley Careers site for more information on our benefit schemes
Training course
Emergency contact handler (level 3)
Hours
2 earlies ranging from 07:00 to 17:00 2 Lates ranging from 10:00 to 02:00 (Sun-Thurs) or 03:00 (Fri & Sat) 2 Nights ranging from 21:00 to 07:00 Exact shifts TBC.
37 hours a week
Possible start date
Friday 19 September
Duration
1 year 6 months
Positions available
30
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* Handling emergency and non-emergency calls. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions and recording that information so it is relayed to the officers responding.
* Crime Recording – using our systems to take reports of crime and making sure everything is recorded according to guidelines.
* Working with partner agencies to record other incidents in which the Police play a role.
* Signposting members of public to more appropriate agencies when it is not a matter dealt with by Police.
* Dealing with requests/queries via online platforms
* Managing the despatch of resources and prioritising incidents in line with threat, risk, harm and vulnerability, ensuring that public and officer safety is maintained at all times.
* Making sure Police Officers and other resources have all the necessary information to deal with the incidents they have been deployed too.
* Represent the Police Control Room at various external events such as Reading, Oxford, MK Dons and Wycombe Football matches. Also to perform your controller duties around other large scale events such as Reading Festival, Ascot Race Course, Henley Royal Regatta and other ad hoc events. (subject to extra training, ability and willingness to travel)
Where you’ll work
Abingdon Police Station, Colwell Drive, Abingdon, Oxfordshire
OX14 1AU
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
THE CHIEF CONSTABLE OF THAMES VALLEY
Your training course
Emergency contact handler (level 3)
Equal to A level
Course contents
* Use appropriate sector specific phraseology.
* Operate communication systems.
* Operate 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 techniques to gather relevant information to the incident.
* Use appropriate listening techniques to gather relevant information to the incident.
* Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
* Manage the 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 response when required.
* Identify and assess risk, take action and record 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 appropriate to the incident.
* Advise on the appropriate course of action, 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
* Use appropriate sector specific phraseology.
* Operate communication systems.
* Operate 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 techniques to gather relevant information to the incident.
* Use appropriate listening techniques to gather relevant information to the incident.
* Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
* Manage the 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 response when required.
* Identify and assess risk, take action and record 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 appropriate to the incident.
* Advise on the appropriate course of action, 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
Your training plan
The apprenticeship takes approximately 18 months to achieve. Once complete, you will receive a level 3 apprenticeship in emergency service contact handling.
During the apprenticeship you will receive structured on and off the job development, which will include classroom training and personalised tutoring, to develop your competence in responding to emergency and non-emergency calls.
The on and off the job development includes the use of communication systems and software, communication skills, risk assessment and decision making, and technical knowledge and understanding of incidents relevant to policing.
The development is predominately delivered in blocks of learning. The first 5 weeks of training will most likely be based at Kidlington (HQ North or South). After this it will be at the location you apply for.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 4/C)
* Maths (grade 4/C)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Analytical skills
* Team working
* Non judgemental
* Patience
Other requirements
Please note due to the sensitivity of the role you must be 18 years or over at point of application For more information on this role and Thames Valley Police as a company please visit