Police Emergency Service Contact Handling Apprenticeship - Advanced (Level 3)

You will be trained to work in a dynamic role either in the Contact Centre or Police Control Room, providing assistance and reassurance to the general public. This is a challenging, fast-paced role which is very rewarding and reliant on great team working.

Responsibilities

What will the apprentice be doing?

• Handling emergency and non-emergency calls. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions and recording that information, so it is relayed to the officers responding
• Crime Recording – using our systems to take reports of crime and making sure everything is recorded according to guidelines
• Working with partner agencies to record other incidents in which the Police play a role
• Signposting members of public to more appropriate agencies when it is not a matter dealt with by Police
• Dealing with requests/queries via online platforms

Additional information for Police Controller Role:

• Managing the despatch of resources and prioritising incidents in line with threat, risk, harm and vulnerability, ensuring that public and officer safety is maintained at all times
• Making sure Police Officers and other resources have all the necessary information to deal with the incidents they have been deployed too

What training will the apprentice take and what qualification will the apprentice get at the end?

The apprenticeship takes approximately 15 months to achieve (including the End Point Assessment). Once complete, you will receive a Level 3 Apprenticeship in Emergency Service Contact Handling.

During the apprenticeship you will receive structured on and off the job development, which will include classroom training and personalised tutoring, to develop your competence in responding to emergency and non-emergency calls.

The on and off the job development includes the use of communication systems and software, communication skills, risk assessment and decision making, and technical knowledge and understanding of incidents relevant to policing.

The development is delivered in blocks of learning. The first 5 weeks of training will be based at Netley or Southampton and will be classroom based, from 0900-1700 each day.

Phase One:  Initial Training (5 weeks)

This covers your induction to the apprenticeship and Hampshire Constabulary as well as the following:

• Command structures
• Role of the Police and the Contact Management Department
• Data protection
• Use of Force information systems and intranet
• Basic law definitions
• Disclosure
• Introduction to Forensics
• Practical assessments

Phase Two: Tutor Unit (6 weeks)

The Tutor Unit consists of several team members who have undergone our in-house tutors’ course. They are experienced staff, who will supervise you in your first few weeks, giving you direct support and feedback on your performance, until you are confident to take calls on your own. They will be close at hand if you should take a call that you are not comfortable with or require advice. 

Phase 3:  Line Manager 

You will continue to develop in the role of an independent call taker with the help, support and guidance from your allocated tutor and Line Manager. You will have regular meetings with them so your progress can be monitored, and targets set.  

Additional Radio Based Training will be given to those who are training to be Police Controllers. This will include the following:

• Police National Computer (PNC)
• Further Instruction on command-and-control system
• Deployment decision making
• Pursuit policy
• Major incidents
• Firearms incidents

This course will be followed by further guided support until you and your tutor feel you are able to work independently.

What is the expected career progression after this apprenticeship?

You will have the opportunity to be part of a large organisation with all the potential opportunity for development and progression that can bring. Many police officers start off life in other operational police roles, which can provide vital experience that gives them an edge over other applicants. Once qualified you could look to become a tutor, an Acting Supervisor or Supervisor

Reality Check

The Police are never off duty. You will be required to work a variety of different shifts including nights. Please bear in mind that you will be taking calls from people who may be experiencing distress so that ability to remain calm is essential. Part-time/flexible contracts will be considered after 26 weeks of continuous employment.

Skills Required

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Logical, Team working, Initiative, Non judgemental, Patience

Qualifications Required

GCSE or equivalent Maths and English (Grade Level 2 equivalent (4+ GCSE)) Desired