999/101 call handler and dispatcher

  • Job Reference: 00354848-1
  • Date Posted: 8 October 2021
  • Employer: Kent Police
  • Website: https://www.kent.police.uk/
  • Location: Maidstone, Kent
  • Salary: £21,387 to £25,269
  • Sector: Call Centre / Customer Service, Government & Defence, Law enforcement & Security
  • Job Type: Full Time, Part Time

Job Description

Main purpose of the role:

Receive, record and evaluate all types of contact into the Force Control Room, resolving the incident via the contact channel where possible, referring caller to appropriate agencies if required and ensuring the appropriate police response is achieved via resourcing, crime recording or alternative resolution in order to ensure that callers receive the most appropriate level of service from Kent Police, depending upon the circumstances.  Co-ordinate the initial response to, and the  on-going management of incidents using a range of systems.

Main responsibilities:

NOTE ** Post holders are expected to perform a range of main responsibilities from the attached list. To allow the flexible arrangements to continue based on the needs of the command without defining individual role requirements for each separate post, it will be highlighted in the advert and application process which of these responsibilities apply to each post holder prior to commencement in the role.**

Communications Officer - All

  • Undertake searches and checks on Force and National computer systems such as persons, crimes or vehicles, relaying information onto the command and control system and/or colleagues to ensure the appropriate risk assessment and priority is given to the incident.
  • Manage customer expectations regarding the service that can be provided by giving advice and taking appropriate action such as signposting to other agencies and making attendance decisions based on dynamic risk assessments.
  • Maintain accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.
  • Develop and maintain a good awareness, understanding and knowledge of the work, structure and policies of Kent Police and the roles of other agencies, including contingency plans, participating in training, personally noting changes in procedures, instructions, etc. in order to continue to provide an excellent level of service and an effective level of on-going personal development.
  • Operates a range of communication systems including the police radio, computer and telephone to communicate with officers in the resolution of incidents and promote high levels of customer service.
  • Provide support to less experienced colleagues, including buddying and coaching as appropriate, once accredited as fully competent in the role in order to share experience and develop your colleagues.
  • Act in adherence to all other legal frameworks, key working principles, policies and guidance relevant to the role.

Communications Officer- Contact Handler 

  • Answer and evaluate emergency and public contact (of any kind including calls and digital channels) ensuring that the caller receives a prompt, courteous and helpful response and a quality service.
  • Ask questions and probe for information from the customer to ascertain the nature of the contact and basic details to effectively risk assess what is being reported, obtaining sufficient information to help the caller resolve their issue or provide details of alternative resolutions.

Communications Officer - Dispatch

  • Manage and escalate immediate and high priority incidents, effectively dispatching resources and relaying instructions to the responders, and record progress of the incident to successful resolution to ensure that the public is protected and the safety of police resources is maintained at all times.
  • Build and maintain effective working relationships with other emergency services and external agencies to co-ordinate an appropriate response to incidents.

Vetting level:

Recruitment Vetting (RV)