Call Handler in Belfast

Call Handler Hours of Work: Full-Time Location: Greater Belfast, Armagh, Maydown. Closing Date/Time: 9th November 2026 at 3pm Reference Number: HRCH2126 Job Background: The Call Handler will provide a multifunctional service to the public and members of the police service by determining the response to emergency and non-emergency telephone calls. Call Handlers will offer advice and assistance to customers and log calls in accordance with local and national quality and performance standards. The Call Handler will attempt to resolve all calls where appropriate through telephone resolution by requesting relevant information from the caller to determine the most appropriate grading or response to the call. Hours of Work: Call Handlers are required to work shifts. The shift pattern is 12-hour shifts 4 days/nights on and 4 days/nights off (32-day rotation). This shift pattern attracts a shift disturbance allowance of approximately 20% and an additional premium for all Saturday and Sunday shifts worked. (Any future changes to the shift pattern will result in a corresponding reduction in the rate of shift disturbance allowance). Salary: £26,449 - £28,094 plus £1422 environmental allowance. Main Activities: The main duties and responsibilities associated with the role include the following: Receiving and answering emergency and non-emergency calls for service and other reporting streams from members of the public who require advice or assistance within PSNI time standards, and determining whether the call requires police attendance or can be dealt with by Contact Management Staff. Using defined processes/questions, identifying the callers needs through effective considered questioning, deriving the required level of detail to enable risk and response assessment and providing, where appropriate, guidance around scene preservation. Managing caller expectations in line with PSNI call grading and response protocols and Contact Management processes. Recording and accurately grading incident information in accordance with PSNI and National Call Handling Standards. Identifying any threat, harm or risk to Police Officers, Police Staff and members of the public, and undertaking risk assessment of incidents e.g. where the resource of a dog handler may be required or where a firearm is registered to an address. Undertaking primary and secondary searches and checks and supply information (on people, crimes and vehicles) which will help Police Officers when they are deployed to deal with an incident. In certain circumstances the Call Handler will need to carry out enhanced checks. Ensuring accurate recording of information on the log and other relevant logs. When a reported incident does not require real or near real-time attendance, arranging Diary Car or Surgery style appointments. Completing relevant electronic reports for crime purposes. Adhering to Contact Management