At a Glance
- Tasks: Handle emergency calls and coordinate police resources to ensure public safety.
- Company: Join a vital team dedicated to protecting the community.
- Benefits: Earn up to £32,613 plus shift allowances and discounts at retailers.
- Other info: Comprehensive training provided and opportunities for career progression.
- Why this job: Make a real difference in emergencies while developing valuable skills.
- Qualifications: Strong communication skills and ability to stay calm under pressure.
We’re recruiting Call Handlers to earn up to £32,613 per annum.
You will handle emergency calls, assess situations, and coordinate the deployment of officers.
Your decisions during live incidents will directly impact public confidence and operational outcomes.
Call Handler benefits
- Call Handlers and Dispatchers working 24/7 shifts can earn up to 33.79% on top of base salary, depending on the rota worked.
- Enhanced employer-contribution pension for police staff, significantly above statutory minimums.
- Allowances for Specific Roles / Patterns
- Weekend working allowances
- Shift allowances
- On call or other role specific allowances
- Annual pay progression until the top of grade is reached.
- Discounted e‑vouchers and thousands of retailers offers
- Salary sacrifice schemes (cycle to work, car leasing)
- Net deduction schemes for larger purchases (bikes, holidays, etc.)
- Blue Light Card eligibility offering reduced prices at major retailers, restaurants and leisure providers.
- All new employees receive a free 28‑day bus pass for travel across the West Midlands and a 25% discount for the following two months.
- Police staff discounted rail travel passes, with loan repayment available
- Discounts available at selected NCP car parks across the region.
- Access to professional physical and mental wellbeing support
- Confidential support for personal or work-related issues.
- Financial wellbeing support and guidance services.
- Training is included to prepare you for this role
Call Handler role
These frontline roles are critical to public safety and require professionalism, composure, and excellent decision‑making.
You will be the first point of contact for the public during emergencies and the operational link that ensures the effective deployment of police resources across the West Midlands.
Whether you are answering a 999 call or coordinating officers in a live incident, your actions will directly influence public confidence, risk management, and operational outcomes.
Key Responsibilities
- Respond to emergency (999) and non‑emergency (101) calls with clarity, professionalism, and empathy.
- Use structured questioning to identify risk, vulnerability, and immediate operational requirements.
- Record incidents accurately using police systems and recognised risk assessment models, including the National Decision Model (NDM) and THRIVE.
- Provide reassurance and guidance to callers, including those experiencing distress, trauma, or crisis.
- Identify safeguarding indicators and escalate concerns appropriately.
- Work collaboratively with internal teams to ensure timely and effective incident progression.
- Deploy and coordinate frontline police units to live incidents across the West Midlands.
- Monitor situations through radio communications, system inputs, and where appropriate, CCTV feeds.
- Apply NDM and THRIVE principles to prioritise and manage multiple incidents simultaneously.
- Provide officers with continuous updates to support situational awareness and operational safety.
- Maintain clear communication with supervisors and specialist units to support incident resolution.
Call Handler pay
£28,914 & up to £32,613 + Uplift on base salary for 24/7 shift working
Call Handler in Birmingham employer: Back to Work
Back TO Work in Dudley is an excellent employer for aspiring IT professionals, offering a supportive work culture that prioritises employee growth and development. As an IT Apprentice, you'll benefit from hands-on experience in frontline support and networking, while being part of a team that values innovation and collaboration in a vibrant community setting.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler in Birmingham
✨Get Some Hands-On Experience
If you're looking to land that full-time gig in emergency medical services, don't underestimate the power of hands-on experience! Volunteering with local ambulance services or first aid organisations can give you a great insight into the field and show potential employers you’re dedicated.
✨Connect with EMS Communities
Join local EMS associations or online groups where professionals chat about job opportunities and trends. These communities are goldmines for networking, and you might just overhear about openings at places like Back to Work that aren't even advertised yet!
✨Showcase Your Skills Through Certifications
Make sure you’re up to date with your certifications—CPR, first aid, and any relevant EMS training. Having these on your CV or mentioned in interviews can really set you apart from the crowd when applying for that full-time role.
✨Leverage Local Job Fairs
Don’t forget about job fairs, especially those focused on healthcare and emergency services. These events are perfect for meeting representatives from companies like Back to Work face-to-face and making a lasting impression. Plus, they often have a ton of insider info about the hiring process!
We think you need these skills to ace Call Handler in Birmingham
Some tips for your application 🫡
Highlight Relevant Certifications:In the emergency medical services world, certifications like EMT or Paramedic are crucial. Make sure to prominently display any relevant qualifications on your CV to show you’re qualified and ready to jump in.
Showcase Your Experience in High-Pressure Situations:This isn’t just about ticking boxes; we want to see how you’ve handled emergencies. Share specific examples from your past roles, focusing on your ability to stay calm and effective under pressure—this will really make your CV stand out!
Craft a Personal Cover Letter:Use your cover letter to express your passion for EMS. Share a brief story about why you got into this field and what drives you. This personal touch helps us connect with you beyond just your qualifications.
Emphasise Teamwork and Communication Skills:Being part of an EMS team means communication is key. Highlight your experiences working in teams, especially in stressful environments, and how you effectively communicate with both your team and patients. This will show us you can thrive in our fast-paced world.
How to prepare for a job interview at Back to Work
✨Brush Up on Your Medical Knowledge
As we're stepping into the emergency medical services world, it's crucial to have a solid grasp on medical protocols and procedures. Expect to face scenario-based questions where you'll need to demonstrate your decision-making skills in high-pressure situations, so reviewing your medical textbooks or guidelines might just give you the edge!
✨Showcase Your Communication Skills
In EMS, teamwork and communication can literally save lives. Be prepared to discuss how you've effectively communicated in past settings or during training exercises. They might throw in questions about managing stressful interactions with patients or colleagues, so highlighting your soft skills could really set you apart.
✨Familiarise Yourself With Local Protocols
Since you'll be serving the community, knowing the specific EMS protocols and guidelines of Back to Work is key. Research their operations and any recent changes they might have implemented. Demonstrating that you're well-informed about local practices shows your commitment and readiness to hit the ground running.
✨Prepare for Practical Assessments
Don't be surprised if your full-time interview includes a hands-on assessment. Practising skills like CPR, patient assessment, and using EMS technology will show you're ready for the rigours of the job. So gather your training materials and maybe even practice with a mate to simulate the scenario-based tests you might encounter.
