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- Tasks: Answer emergency calls and coordinate police resources to ensure public safety.
- Company: Join West Midlands Police, a leading force dedicated to community safety.
- Benefits: Competitive salary, pension, Blue Light Card, and mental well-being support.
- Why this job: Make a real difference in your community while developing vital skills.
- Qualifications: Strong communication skills and ability to stay calm under pressure.
- Other info: Comprehensive training and ongoing support in a dynamic environment.
The predicted salary is between 30000 - 46000 £ per year.
Previous applicants who have not been successful for this role in the last 6 months are not eligible to apply on this occasion.
Be the Calm in the Chaos. Be the First Voice and the Coordinating Force. West Midlands Police is recruiting dedicated individuals to join our Force Contact Team as either a Contact Handler or Dispatcher. These critical frontline positions ensure the public receives timely, professional support during emergencies and that police resources are deployed effectively across the region. Whether you’re answering a 999 call or coordinating officers to a live incident, your actions will directly impact public safety and community trust.
Key Responsibilities
- Contact Handling
- Answer emergency (999) and non-emergency (101) calls with empathy and professionalism.
- Use structured questioning to assess risk and gather vital information.
- Record incidents accurately using force systems and recognised risk assessment tools (National Decision Model and THRIVE).
- Provide reassurance and guidance to callers in high-stress situations.
- Escalate incidents appropriately and liaise with internal teams.
- Deploy police resources to live incidents using multiple systems and CCTV feeds.
- Make rapid decisions using recognised risk assessment tools (National Decision Model and THRIVE).
- Liaise with officers on the ground and ensure accurate, timely updates.
- Monitor and manage multiple incidents simultaneously.
- Maintain clear communication with internal teams and supervisors.
Salary
Up to 33.79% on top of baseline salary with a 24/7 shift pattern – 6 on 4 off, early/late/night shifts or 3x3x3 shift pattern. You will be aligned to one of these shift patterns based on what is required by Force Contact department at the time of hire.
What We’re Looking For
- Excellent verbal communication, listening, and teamwork skills.
- Ability to remain calm and focused under pressure.
- Strong multi-tasking, system navigation, and attention to detail.
- Minimum typing speed of 35 words per minute.
- Confidence to challenge and escalate appropriately.
- Willingness to work a 24/7 shift pattern (including nights, weekends, and bank holidays).
Desirable Attributes
- Previous experience in customer service, emergency services, healthcare, or dispatch environments.
- Familiarity with control room systems, CCTV monitoring, or safeguarding indicators.
- Understanding of police procedures, incident grading, and vulnerability management.
- Ability to manage emotionally challenging conversations with professionalism.
Training & Support
13-week structured training programme covering call handling, dispatch scenarios, system navigation, and control works. Ongoing mentoring and resilience support. Access to occupational health and mental well-being services.
Why Join Us?
- Make a meaningful impact in your community every day.
- Work in a fast-paced, supportive, and dynamic environment.
- Comprehensive benefits including pension, Blue Light Card, and employee assistance programme.
Application Process
- Online Application & Paper Sift
- Online Assessment
- Assessment Centre – Includes mock 999 calls, dispatch scenarios, and team exercises.
- Interview – Assess motivation and role understanding.
- Medical & Vetting
If you demonstrate the skills and experience required during the selection process, we will determine whether you are better suited to the Contact Handler or Dispatcher role before progressing.
Important Notes
- This is a full-time role.
- Candidates must pass all training phases to progress.
- Reasonable adjustments available upon request.
Vetting
Successful applicants will be required to pass Recruitment Vetting and Counter-Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
Medical
Appointment to this role may be dependent upon successfully completing medical checks, which may include a drugs test and if required a fitness test.
Diversity & Inclusion
West Midlands Police is a Disability Confident Leader and committed to building a diverse and inclusive workforce. We welcome applications from all backgrounds and experiences.
About Us
West Midlands Police is the second-largest police force in the country, serving the three major cities of Birmingham, Coventry, and Wolverhampton, alongside the districts of Sandwell, Walsall, Solihull, and Dudley. Against this backdrop, the force handles more than 2,000 emergency calls every day, while patrolling the streets and responding to incidents 24 hours a day, seven days a week. We have made significant improvements in reducing overall crime, improving call response times, and increasing arrest rates. This work can only continue with the right people, therefore as an employer of choice, we are looking for the right people who can serve and protect our communities.
Call Handling and Dispatch employer: West Midlands
Contact Detail:
West Midlands Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handling and Dispatch
✨Tip Number 1
Get to know the role inside out! Familiarise yourself with the key responsibilities of a Contact Handler or Dispatcher. This way, when you get that interview, you can show off your knowledge and passion for making a difference in your community.
✨Tip Number 2
Practice makes perfect! Try some mock calls or dispatch scenarios with friends or family. This will help you stay calm under pressure and improve your communication skills, which are crucial for this role.
✨Tip Number 3
Network like a pro! Connect with current or former employees of West Midlands Police on LinkedIn. They can provide insider tips and maybe even give you a heads-up about what to expect during the assessment centre.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and making a real impact in public safety.
We think you need these skills to ace Call Handling and Dispatch
Some tips for your application 🫡
Be Yourself: When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and how they relate to the role. Authenticity goes a long way!
Tailor Your Application: Make sure to customise your application to highlight the skills and experiences that match the job description. Use keywords from the listing to show us you understand what we’re looking for in a Contact Handler or Dispatcher.
Showcase Your Communication Skills: Since this role is all about communication, make sure your written application reflects your verbal skills. Keep it clear, concise, and professional. Remember, we’re looking for someone who can handle high-pressure situations with ease!
Apply Through Our Website: For the best chance of success, make sure you apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role you’re interested in!
How to prepare for a job interview at West Midlands
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Handler or Dispatcher. Familiarise yourself with the key tasks like answering emergency calls and deploying police resources. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Practice Calm Communication
Given the high-pressure nature of this job, practice how to communicate clearly and calmly. You might want to role-play scenarios where you handle emergency calls or dispatch officers. This will not only boost your confidence but also prepare you for the types of questions you might face during the interview.
✨Showcase Your Multi-Tasking Skills
During the interview, be ready to discuss examples of how you've successfully managed multiple tasks at once. Whether it's in a previous job or a personal experience, highlight your ability to stay organised and focused under pressure, as this is crucial for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your decision-making skills and ability to handle emotionally challenging conversations. Think about how you would respond to various situations, using the National Decision Model and THRIVE as frameworks. This will show that you can think on your feet and make sound decisions in real-time.