HP - 101/999 Call Handler (Contact Officer)
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.
- Interrogates Force systems to provide accurate and relevant supporting information, to assist in the decision-making process, ensuring all activity is in accordance with the Data Protection Act.
- Undertakes slow-time enquiries and investigations to enable effective resolution or allocation as required, including liaison with outside agencies, and making relevant follow up calls.
For further information relating to the role and tasks of this position please refer to the attached role requirement.
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.
- Able to resolve routine and non-routine matters but possesses an understanding of when to refer matters to a supervisor.
For further information relating to the role and tasks of this position please refer to the attached role requirement.
Perks of working for Humberside Police:
From great perks, agile working and professional development, we want you to have the best possible journey throughout your Humberside Police Career.
Our Police Staff work extremely hard, which is why we are proud to offer a host of reward and recognition schemes. Whether it’s Cycle to Work scheme, Gym and health schemes, we have the perks ready for you to benefit from.
Follow the link to watch our force film! https://youtu.be/bkfuf5fa8x0
Progression:
There is also potential opportunity to progress in this role to the role of Demand Resolution Officer (Dispatcher).
Further Perks:
- Generous annual leave allowance
- Training and development opportunities
- Coaching & Mentoring Scheme
- Access to a range of occupational health facilities (Discounted Healthcare, 1st year free and 2nd year subsidised)
- Employee assistance service (accessible 24/7)
- Generous pension scheme
- Blue Light Discount
- Access to the forces onsite gyms
- Free on-site car parking
- Humber bridge tag (If travelling from the Southbank)
Pre – Employment Checks and Eligibility:
- Internal applicants MUST have completed a successful probationary period and tenure (if applicable) before applying for another role within the force.
- Applicants must meet the minimum requirement checkable history criteria of at least 3 years continuous residency in the UK to apply for roles with Humberside Police.
- Successful candidates will undergo a vetting procedure pre-requisite of employment. (Please note, with holding any information asked by the vetting department, may delay the vetting procedure, or result in your vetting been refused and the offer of employment been withdrawn)
- Tattoo’s will be reviewed as a part of the recruitment process to ensure we maintain a level of professional standards and to make sure the images do not cause offence or are unacceptable.
Contact point for applicants:
If you have any questions regarding the recruitment process, please contact us at recruiting@humberside.pnn.police.uk
How to apply for the role:
To apply for the role, please click the ‘Apply’ button below.
Please note, you must wait 3 months before submitting another application if you have applied for THIS role within the last 3 months.
For Information & Advice on completing an online application, please follow the link below.
Closing Date: Sunday 1st December 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.
Attachments:
- Role Requirement
- Guidance for completing your application.
- Preferred candidate roadmap
Humberside Police welcome applications from underrepresented communities. For further information on positive action within Humberside Police, please visit the positive action page:
Diversity and positive action | Humberside Police