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Which role is for you

Call handlers and communications operators work together closely but different skills are needed for each of the roles:

Call handler

Communications operative

Answers calls from members of public, for both emergency and non-emergency calls

Determines the response to calls we have received

Resolves one call at a time

Can be dealing with multiple calls/ incidents at the same time

Provides detailed descriptions of the incident and makes initial assessments, based on risk and vulnerability, to enable communications operators to provide an appropriate response

Makes accurate risk assessments, determining the most appropriate response based on risk and vulnerability

Works with officers and Police staff from all departments, signposting calls to relevant people and providing callers and officers with updates where appropriate

Works closely with response officers to ensure we are at the right place at the right time

Gathers and records relevant information from potentially distressed callers on the telephone

Co-ordinates incidents dynamically via radio, liaising with other agencies as incidents unfold

Responds to enquiries at first point of contact, via telephone, email and internet enquiries

Gathers information obtained by the call handler and from police systems before deciding appropriate response

Updates existing crime reports and investigate new reports of crime, making decisions on further action to be taken

Accurately records relevant information for every incident, reassuring victims and facilitating investigations if required