What you could be doing | Call Handling
You’ll have the opportunity to make a difference when it truly matters
Being a Call Handler
Join Contact Management and Resolution Centre (CMARC) as an operator and you’ll be a key member of the team that handles the majority of contacts into Derbyshire Constabulary.
Not only will you be providing a first-class service to the public, you’ll also interact with a vast array of people, many may have never contacted the police before. Put simply, you’ll have the opportunity to make a difference when it truly matters.
Acting as the initial investigating officer for reports of incidents taken over the phone and via our digital channels, your job will be to ensure that all 101 non-emergency and 999 emergency calls are answered promptly and managed effectively.
Recording incidents, investigating and resolving enquiries, gathering sufficient details to risk assess, listening for vital details and logging information quickly and accurately - all are aspects of a role where every call has to be handled professionally. It's also vital to be able to strike the fine balance between showing empathy and not becoming emotionally involved when dealing with sometimes difficult circumstances.
You need to be flexible too, as we work a 12 hour, four-on, four-off pattern, including overnight, at weekends and some bank holidays.
To most of the people who contact us when they need our help and support, you are Derbyshire Constabulary. You’ll be the voice they hear, the reassurance they need. A calm, collected response at the end of a phone line or keyboard. That’s hugely rewarding. But it can be challenging too.
You’ll often be dealing with some of the most vulnerable people in our society and playing a critical role in our response to both emergency and non-emergency calls. At times, you’ll be talking to people in potentially dangerous or vulnerable situations. They may be distressed or panicked. It’ll be down to you to stay calm, stay focused and determine the most appropriate response. So if you’ve got what it takes to help members of our community when they need our help, we’d love to have you working with us.
Our Call Handling teams
OPERATORS (101, 999 AND DESPATCH)
101/999 operators are responsible for answering all emergency and non-emergency calls. They often face times of increased demand, which can result in a pressurised environment.
Information has to be recorded about the caller and what they’re reporting and a risk assessment needs to be conducted. Background checks on caller information also have to be completed via our Controlworks system. The role of operator is demanding and challenging, with staff having to make critical decisions quickly and efficiently.
Despatch operators are responsible for managing their 'list'. They will deploy the most appropriate resource to an incident and at all times must be alert to other incoming priorities and officer audio contact via radio.
The CMARC front-facing team deal direct with the public at four stations in the county. Staffed desks are located in Buxton, Chesterfield, Peartree and St Marys Wharf.
The team deals mostly with general enquires, but also has substantial responsibility for dealing with the registration of sex offenders, section 165 seizures, firearms surrenders, bail and immigration matters at FPOC. The risk is slightly increased in this role as you will dealing directly with the public.
A new concept in the CMARC department, the Operator assigned to this role manages CMARC’s own Twitter feed and responds to direct messages or general enquires. They also send out messages when demand is increased and retweet messages from other emergency services and third party service providers when appropriate. We also monitor our Facebook profile from here and can answer general enquiries out of office hours. The public are advised not to use this service to report emergencies.
What you'll need
To be an operator you must hold a GCSE Grade C or equivalent in English Language or have 12 months’ work experience requiring the use of English Language to that standard. We’ll also be looking for:
- Experience of dealing with conflict or difficult situations in the workplace, where communicating concisely and in an accurate manner is required
- Excellent communication skills – specifically via telephone and radio systems
- Strong IT skills, including proficiency using Microsoft Office packages
- Excellent keyboard skills – at least 25 wpm
- Experience of receiving information, identifying the significant points, drawing conclusions and initiating appropriate action in a working environment
- Good geographical knowledge
- Applicants must also meet the required standard of hearing and eyesight.
Investing in your development
Once you have joined you’ll attend a bespoke 12 week course. This includes classroom-based training followed by a period of live call taking. The call taking is supported in real time by trainers on a one-to-one basis. As you gain experience this support is reduced based on your level of confidence.
Following successful completion of the course you’ll be allocated your shifts and continued support is provided. Once you’ve become an experienced member of the team shift training days are provided to help support and continue with your development. Our senior operators can also provide bespoke training packages to their respective shifts when required.
Meet some of the team
Leyla Aytemiz, Senior Operator
I used to work as cabin crew for Virgin, so deciding to stop travelling the world for a living was tough. However, I felt that the role wasn’t challenging enough. I wanted to put my customer service skills to better use in a role where I’d be motivated by serving the public and helping to make a difference in the community.
I’m so glad I made that decision. I’m immensely proud to work for Derbyshire Constabulary. Every day is different and my colleagues have become my extended family. I also love working in a fast-paced environment where one minute you might be taking a 999 call, the next a report of a sheep standing in the road!
Meet some of the team
Rebecca Hall, CMARC Officer
I’ve always wanted to work for the police force. I started out as a call handler answering emergency and non-emergency calls, sending officers to jobs and prioritising what needs attendance first. I’ve been thoroughly trained to make the right decision each and every time and have recently become a crime champion and dispatcher.
Along the way I’ve been able to participate in networks like the LGBT network and attend Pride events representing the force during working hours too. It’s a rewarding feeling knowing you’re helping people and making a difference. Everyone here really supports each other. It’s like being part of a family.
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