Dispatch and Contact Officer

Overview

Owing to the nature of the role, candidates will need to have reached the age of 18 by the start date. The role of a Dispatch and Contact Officer at Winfrith requires you to participate in the operation of the Dorset Contact Management and provide a high-quality service to members of the public, police officers and police staff. The focus of the Force Command Centre is on making every contact count by \’getting it right first time\’ and ensuring an efficient and effective customer journey as well as seeking to address the maximum number of calls at the first point of contact within a 24-hour capability. You will also be responsible for directing officers to the scenes of incidents and controlling incidents via radio and other forms of digital communication. Prior to your Contact Officer training course (which you will be advised of once you have started in the role) you will be working as a triage operator to familiarise yourself with Contact Centre and the types of enquiries. The duration of your time on triage will vary depending on when the next training course is due to start. Your salary and shift allowance will remain as above. You will act as the first point of contact for members of the public using the 101 and 999 service, utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public. Please note: No annual leave will be granted during the Contact Officer training course dates and these dates will be confirmed once you are in force. Any leave booked prior to joining the force will be honoured. Whilst this role is based at Winfrith, you may be required to travel to the Bournemouth site for training.

Responsibilities

• Be the first point of contact for members of the public using the 101 and 999 service, perform risk assessments, and ensure the most appropriate help and support is provided with an efficient and reactive response to requests for service.
• Direct officers to incidents and control incidents via radio and other forms of digital communication.
• Work as a triage operator prior to Contact Officer training to gain familiarity with the Contact Centre and the types of enquiries.
• Support training timelines and fulfill duties as required, including travel between sites for training when needed.

Salary, Hours and Employment Status

Salary: Scale D – Starts at £26,106 rising by yearly increments to a maximum of £28,653 per annum. This salary is based on 37 hours per week; part-time or flexibly scheduled roles will be prorated. Type of employment: Permanent. Type of working arrangement: Static-Worker (limited remote work opportunities due to location of equipment) . Hours per week: 37 hours. Flexible working patterns may be considered subject to business need. Up to £34,383 per annum is achievable, with the starting Scale D salary of £29,760 including 14% shift allowance, plus potential to earn up to £2,500 for weekend working (claimable after training is completed and full shift pattern has commenced). Note: weekend allowance cannot be claimed during Monday to Friday classroom-based training.

Progression and Training

You will be booked to attend a two-week dispatch course within your 12-month probation and will not be able to claim the weekend working allowance during these two weeks if weekend work is not required. When proficient (subject to pass/fail assessments after completion of 999 training), you will move to the full 24/7 shift pattern and receive Scale D £31,327, which is inclusive of 20% shift allowance plus the potential to earn up to £2,500 for weekend working. Initial training up to the point of becoming proficient in 999 calls takes approximately 5 to 7 months on average. Dispatch training is scheduled after this period but within the probationary period. Yearly increments apply until the top of the scale is reached, bringing the total to £34,383 per annum, inclusive of 20% shift allowance.