Call Handler And Dispatch Operator

Description:

As a Call Handler and Dispatch Operator for South Yorkshire Police, you’ll be the first point of contact for members of the public who call 999 or 101 or use our online reporting or webchat service. You’ll play a vital role in supporting people during what could be the most challenging moment of their lives. Could you be the calm voice people rely on in an emergency?

You’ll be responsible for identifying and assessing risk and make resolution and deployment decisions using a range of systems. You will also allocate resources to incidents and support them in radio transmissions.

The Force Control Room is at the very heart of South Yorkshire Police. A police staff role here is an excellent way to gain experience and develop into other roles within our organisation. You’ll be part of a great team of people and a member of the wider policing family helping to keep South Yorkshire safe.

We’re looking for motivated people who are excellent team players with the ability, after training, to work unsupervised and use their own initiative.

To succeed in this role, you will need excellent verbal communications skills, but you will also need the ability to:

Apply active/deep listening skills – which involves listening intently and going beyond simply hearing the words that another person speaks but also seeking to understand the meaning and intent behind them. At all times being empathetic to the needs of others.

Multi- task – to be able to type at the same time as listening, speaking and entering data onto systems quickly and accurately. You should also be able to think ahead, and risk assess a situation by asking the right questions.

Demonstrate resilience – to stay calm and focused under pressure, make confident decisions quickly and effectively and can respond to and recover from difficult situations.

You will be based on Atlas Court, Sheffield which is located 5 minutes from Sheffield City Centre and Meadowhall.

You must be prepared to work shifts and bank holidays with the service operating 24/7, 365 days of the year.We will reward you with a competitive salary with enhancements to reflect the shift and weekend working.

Working a 24/7 shift pattern, full time or job share, attracts a salary of £28,914 - £31,749 (pro-rata for job share hours) and 20% shift allowance and weekend working taking the starting pay to approximately £38,745 (pro rata job share).

As a Call Handler and Dispatch Operator you will be responsible for:
 

• Receiving and critically assessing all types of contacts including 999, 101 and other types of contacts, by telephone or online, from the general public, police and other agencies.
• Identifying the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
• Assessing risk and identifying the appropriate action to resolve or determine the appropriate agency, deployment grading and priority of contacts.
• Maintaining accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.
• Using a variety of applications and systems to maintain and update incident records, audit trails and resource availability to measure and improve performance.
• Operating the Airwave network, linked to operational patrols within the guidelines and procedures of the Force.
• Deploying resources to incidents within the guidelines and procedures of the Force.
• Operating message systems and others including maintaining a watch on internal messages.
   

Skills And Experience
 

• Excellent Communication skills with the ability to listen, empathise and provide support.
• Excellent Communication skills with the ability to adapt language to meet the needs of different people/audiences.
• Experience of information gathering and problem solving.
• Able to utilise IT packages, systems and/or databases.
• Able to appropriately prioritise and plan own work.
• Ability to work under pressure, making logical and appropriate decisions.