Trainee Police Controller - Milton Keynes (999/101 Call Handler) Milton Keynes, England
Job description
“Help me, please help me he is going to kill us. He has forced his way in and hit me and tried to take my baby. He is screaming and his eyes look wild, I think he has taken something. He went to the kitchen to get a knife – I ran upstairs and we are hiding in the bedroom. I can hear him coming up the stairs shouting, I’m scared, my son is crying, he is shouting that he hates us. I need help, please help me.”
This incident is then sent to you as a priority 1 – the highest priority. You as the Trainee Police Controller need to get Police Officers to help as soon as possible. There is nobody free – you have to make the quick decision to take officers away from another incident. The updates keep coming in – he now has a knife and has possibly taken something so he is now a bigger risk. Are your officers the right ones still? Do you need to send officers with Taser? Do you need to consider a dog unit? You are thinking about all of this whilst making sure you keep your officers safe by giving them important updates. A further incident comes in; there has been a serious accident – you need to send officers to deal with this as well. You have other incidents that will need attention from a Police Officer but you have to prioritise. Being a Trainee Police Controller you need to be able to deal with multiple incidents at once and make good sound decisions surrounding Threat, Harm, Opportunity and Risk. You play a key part in keeping not only the public safe but also the Police Officers, PCSO’s and other resources.
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. Initially you will be taking 999/101 calls, During your first year (subject to ability and availability of courses) a large part of your job will be to manage radio despatch, prioritising the deployment of resources to incidents in line with threat, risk, harm and vulnerability, ensuring that public and officer safety is maintained at all times.
As a Police Controller, or Radio Operator, which is the common term used in the department, 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, you must be able to work and make decisions under pressure, displaying high levels of emotional resilience to be able to deal with real time emergency situations. We ask our teams to assess priority and severity of incidents, whilst always doing their best to reassure the caller that we'll get them the appropriate support or assistance as quickly as possible.
Key Responsibilities
An average shift looks like this:
- 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
- Making sure we deliver a good service by being available and dealing with sometimes constant calls to a professional standard.
- 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)
You do not need previous experience; instead we're looking for common sense, attention to detail, good communication skills, high levels of resilience and a calm head under pressure. Above all, you'll have the drive and determination to make a difference to the communities we serve.
To apply for this post please attach a CV.
You will receive structured on and off the job training through our comprehensive apprenticeship programme:
https://www.instituteforapprenticeships.org/apprenticeship-standards/emergency-service-contact-handling/
On successful completion of the program you will be confirmed in post and receive a nationally recognised Level 3 Certificate in Emergency Service Contact Handling.
The closing date for enquiries and receipt of completed applications is 1st October 2023 at 23:55
Please be aware that we will be advertising on a rolling recruitment basis and should you be successful you will be placed into a recruitment pool. Once vetting and medical clearances have been received you will be placed into the next available intake.
We believe in investing in all of our people, and run tailored Positive Action Initiatives to support our colleagues from underrepresented backgrounds in their personal and professional development, ensuring everyone has a level playing field to succeed, progress and feel fulfilled in their careers.
https://tvpcareers.co.uk/valuing-difference/
#LI-Onsite (for on site working)
At Thames Valley Police (TVP) we work together to protect our communities. Whether as an officer, staff member or volunteer, you will make a difference and play an important role in helping achieve our mission. As you take on a role with pride and confidence, you will be supported, developed and valued, ensuring you can be at your best in the service of our communities. Learn more About Us.
Working Smart. You will be joining an organisation that strives to improve every day. In the post-pandemic era this means changing the way we work and deliver our services, which brings a number of benefits including a more flexible and capable workforce.
Supporting You. Your wellbeing and safety is at the heart of all we do. Whilst you are doing the work that matters, we’ll be supporting you via a wide range of Wellbeing services, partnerships and initiatives. We have a number of active staff support networks and buddy schemes which you will have access to and can be involved with. We also offer a comprehensive range of benefits and discount schemes, some provided directly by the organisation and others via partnerships including Blue Light card. Learn more about how we will be Supporting You.
Developing You. We promote a culture where your continuous professional development and learning is actively encouraged and where people have the opportunity, and responsibility, to achieve their full potential.
Valuing Difference. We are committed to building a workforce that better reflects the communities we serve and an inclusive culture that not only values, but finds strength in difference. Learn more about how we are Valuing Difference.
Vetting. All posts require a level of Police Vetting as per the National Vetting Code of Practice. The residency requirement is necessary to enable all applicants to be checked in an equitable manner. Thames Valley Police will allow applicants to apply who do not necessarily reach the criteria as long as they have proven UK residency and supporting evidence where necessary. Applications will be considered on a case by case basis.
