What first sparked your interest in becoming a call handler and dispatcher? Was there someone or something that inspired you?

Well, that’s going back a bit – 23 years to be exact! I’d always wanted to work within the police, and this role seemed really interesting. It was very different back then.

I was brought up to respect and help others and this felt like a way I could do that. I also thought working in the police would be interesting and exciting – and it has been.

Can you walk us through a typical day or shift - what does it usually look like from start to finish?

When I arrive, I check the seating plan outside the Control Room to see what task I’ve been assigned to that shift. I’m a multi worker, which means I’m trained to handle both emergency and non-emergency calls, as well as dispatching officers to incidents. Sometimes I’ll do a mix of all three – it depends on where the demand is. 

The 101 lines can be very busy, and every call is different – from missing persons to thefts, or sometimes reports of domestic violence. The variety means you gain so much knowledge about policing and the law. Even now, I’m still learning every day!

As well as being a call handler, you’re an investigator. You’re the first point of contact, and it’s your job to get as much useful information as possible. You’re an advisor, sometimes a counsellor, but always a professional doing a really important role. Some calls can be upsetting and may trigger personal emotions. Others might surprise you - like a caller who makes you smile.

999 calls are more fast paced. If it’s an emergency, you need to get that key information quickly so help can be sent. But you also can get emergency calls on 101 as well.  

If I’m on dispatch, I sit with another operator, and one of us is the dispatcher and the other takes the ‘buddy’ role. Together, we manage the incident lists for a section of Derbyshire, assessing risk, dispatching officers, flagging any safety concerns and making sure the victim is updated if there’s any delays.

It’s fast-paced and can be stressful, especially when you have multiple emergencies and not enough officers. Thankfully, we have support from section sergeants, as well as team leaders, sergeants and inspectors in our Control Room.

How has the role changed since you first started 20 years ago?

It’s changed a lot! When I started, people called the police on a long number beginning with 0345 – there was no 101. There weren’t as many calls for service back then, partly because social media didn’t exist. Facebook didn’t launch in the UK until 2005, and now a lot of our reports come through social media, especially around harassment, stalking, and fraud.

We also had more police officers back then, and less violent crime. Not as many people had mobile phones. The role was less demanding, but having said that, procedures have definitely improved. It takes more time now to handle a report, but this is for good reason - to safeguard and protect vulnerable people.

What do you enjoy most about your job now?

After over twenty years, I still enjoy coming in to do my job, knowing I can offer the right advice to the public - to protect, listen, and understand. For someone picking up the phone to call the police, it might be the first and only time they’ve ever done so, maybe after going through trauma for a long time. I have the privilege of being the person they speak to in that moment.

I like to think that I can reassure, safeguard and be there for that person in need, whether they are reporting a small theft or a serious assault. Every crime is important to the person reporting it, and I try to give the best service I can every time.

I also really enjoy working with my colleagues. We’re often under pressure, but we crack on with it, because we have each other. It’s like having a work family.

How do you support your colleagues, especially during difficult shifts?

We work as a team and have great friendships - we probably spend more time with each other than with our life partners! I don’t think we would get by without that support.

Food helps too – the odd breakfast cob or takeaway can bring people together. I sometimes bring in homemade cakes, which is always a winner. But we’re not just about the food…

I’m also a Union Rep in the department so I’m here to support colleagues with any queries or issues.  We’ve got quite a few new staff members, and I always try to help with advice. There’s so much to learn, and it takes years to build up the experience and knowledge. None of us know everything, but we’ve got each other to help figure things out.

What advice would you give to someone thinking about becoming a call handler?

To those just joining – please don’t put too much stress on yourself. This job can be really rewarding but it’s not something you will learn overnight. As I said before, it takes years to build up your knowledge of the law, policing and procedures, and even then, you’ll still be learning every day. 

We’re a team and there is always someone there for you. The job is demanding and can be difficult, but if you like a challenge and have good common sense and can talk to people, then go for it!

Looking back, what are you most proud of in your career so far?

There are so many things, I’ve worked in this department for a long time! I’ve taken on different projects and even spent two years as a PCSO in Derby city centre, which I also loved. I came back to the Control Room in January 2025.

I’m proud to have challenged myself with a variety of roles over my 23 years in the police. I’ve stayed true to my values - honesty, kindness, respect, and professionalism - and I’ve genuinely loved the journey. Along the way, I’ve met incredible people and made lifelong friends. I wouldn’t change a thing.

To read more and apply, visit the post listed on our current vacancies: Contact Management Operator :: Derbyshire Constabulary Jobs