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Coronavirus (COVID-19): the policing response and what you need to know

Communications Centre

Our award winning Emergency Control Room handles a wide range of calls from members of the public, police officers, police staff, partner agencies and external organisations.

Our busy team deals with emergency and non-emergency incidents and crimes and dispatches officers to incidents, 24 hours a day, 365 days a year.

There are over 300 members of the control room, working over 5 teams and dealing with an average of 2,600 calls a day.

There are three main roles within the control room:

  • dispatcher
  • call handler
  • 101 switchboard operator

Emergency communications operator

Call handlers answer 999 emergency and 101 non-emergency calls, providing immediate support and advice to callers, while dispatchers deploy the most appropriate police resource to a wide range of incidents received. Dispatchers also take 999 calls.

101 switchboard operator

101 switchboard operators are the first point of contact on the non-emergency telephone line, providing advice and signposting based on the most appropriate course of action.

Working in the emergency control room

Working in the communications centre can be challenging and unpredictable but you will receive excellent support, first class training and ongoing skills development to be the best you can be.

Meet some of our control room operators to find out what it is really like working in the emergency control room:

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