Operations and Communications Centre roles
As West Mercia Police embarks on the next stage of its journey, there has never been a better time to join our Operations and Communications Centre (OCC).
Communication officers and contact handlers deal with a wide range of emergency and non-emergency incidents 24/7, 365 days a year. Our OCC staff are the first point of contact for people in distress, fear, anger or even in danger, but our staff deal with them calmly, quickly and professionally, every time - taking accurate details, assessing the level of urgency required, giving them the right information and potentially making what could be a life or death decision. We receive, record and assess emergency and non-emergency requests for policing services, provide resolution where appropriate and support our frontline police officers using the latest technologies.
We have invested in a control room in the brand new Southwell House, set in the beautiful Worcestershire countryside but brimming with state-of-the-art technology.
A number of our staff have recently successfully gained promotion or progressed to other exciting roles with West Mercia Police. We now have a number of vacancies for the next generation of Contact Handlers who will make a difference for the people of Worcestershire, Herefordshire, Shropshire and Telford & Wrekin.
Operations and Communications Centre roles
- To receive, record and assess emergency and non-emergency requests for policing services and provide resolution where appropriate
- To manage and control deployment of policing resources in line with deployment principles, force policy, working practices, and service standards within West Mercia Police
- To receive and record as appropriate requests for service and maintain accurate contact / incident records on Force systems, resolving at first point of contact where necessary.
- To make an initial assessment of the threat, risk, harm and vulnerability of the service request; the grade within Force guidelines / National Standards utilising intelligence information, and find a suitable resolution route at the first point of contact in order to support community safety and Force crime reduction objectives.
- To complete crime reports in full where there are no further lines of enquiry or partial completion when further investigation is required.
- To review, access, and update IT records and intelligence systems in accordance with Fore policy, Management of Police Information (MoPI) and national guidelines.
- To provide timely updates to victims and witnesses, and, if the initial response times are unable to be met, update and inform them about the next steps.
- To maintain standards for security of information, in accordance with Fore guidelines, National Standards, and UK legislation.
- To communicate accurate information to external organisations whilst maintaining standards of security of information in accordance with Force guidelines, National Standards and UK legislation.
- To provide tutoring support to new OCC staff, in conjunction with the OCC Supervisor, during their probationary period.
- To maintain and continuously develop a working knowledge of emergency and non-emergency working practices and escalate issues affecting service delivery as necessary.
- To undertake other duties commensurate with the nature, level of responsibility, and grading of this post, as required.
In addition to the Grade C level responsibilities outlined above, the post holder will undertake the following in order to progress to Grade D, subject to the successful completion of:
- a 12-month probationary period at Grade C
- a portfolio of evidence demonstration the required skills and competencies within the in-house learning modules
- To provide dynamic risk assessment to requests for service/incidents, utilising voice support in high risk situations, and mobile data where appropriate, as a form of communication to operational officers and staff.
- To review the most appropriate Police resource for incident management, optimising the resource deployment recommended by Computer Aided Despatch and override if required.
- To provide operational support to the OCC Inspector and Supervisor in relation to the management of critical and major incidents.
- To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
- 5 GCSEs at Grade A-C level (or equivalent) including English Language.
- Level 3 (or equivalent) Customer Services qualification
If you are unsure of any qualification you hold are relevant to the role you are interested in, please use the national equivalent Register of Regulated Qualifications website.
- Working as part of a team in a contact centre environment
- Developing effective customer service to internal and external customers
- Working in a pressured environment, prioritising a high and varied workload
- Dealing with difficult conversations and challenging situations
- Ability to analyse, review and present information in various formats
- Ability to be assertive and remain calm under pressure
- Good risk assessment, problem-solving, and decision-making skills
- Good organisation, time-management, administration and coordination skills
- Have empathy and be an active listener
- Proven ability to gather and collate information using appropriate questioning techniques
- Proven ability to communicate verbally and in writing with a wide range of people
- Accurate data entry skills, with attention to detail
- Typing speed of minimum 35 words per minute
- Proficient in the use of IT systems including Microsoft Office packages
- Ability to coach new colleagues
- Have comprehensive understanding of National Standards for Incident recording and National Crime Recording Standards
- Have satisfactorily completed in-house learning modules at Grade C
- At least 12 months of dealing with and resolving emergency and non-emergency requests for service
- Have experience of dealing with a range of service requests
- Demonstrate flexibility to work as part of a wider team
- Proficient in the use of the appropriate Command and Control system modules
- Demonstrate competence in deploying resources across several policing areas
- Enhance and update skills at Grade C
Do you have what it takes to Make The Right Call?
Our online game "Make The Right Call" is based on the daily pressures of the Operations and Communications Centre. The game uses examples of genuine calls received by the police, which the player must then decide how to respond to against the clock.
You must decide if the calls received are emergency, non-emergency, or not a police matter by placing the calls into four options: deploying officers, referring to a partner agency, resolving on the phone, or taking no action.
By placing the calls to the right areas, you’ll increase your time limit and number of police officers available.
If you think you have what it takes to work in our fast-paced control room and make the correct decision under pressure, play Make The Right Call now!
We have vacancies for several OCC Contact Handlers, based at our Hindlip Hall HQ in Worcestershire. Apply by 12 noon on 10 May 2021 via our recruitment portal.
If what you are looking for isn’t currently being advertised, please register your details for future recruitment opportunities.
Please note: By registering your interest, you consent for us to use your data for research and communication purposes, and we may wish contact you at any stage to discuss your interest or application.