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Devon & Cornwall Police
Contact Officer

It's busy but it's
YOUR CALL


In our Contact Centres we are at the front line of policing, providing that vital first point of contact between the public we serve in Devon & Cornwall and our operational Police Officers.

To register your interest ahead of our next recruitment campaign so that you are notified ahead of launch, please click the button below!

Express an interest

What does a Contact Officer do?

Talking to people in crisis can often appear to be a rather daunting and challenging prospect. You will need to listen very carefully to identify their needs, ask the right questions, risk assess the situation and decide how quickly police officers need to attend… all within a matter of minutes, or sometimes, seconds! Don’t worry! You will be fully supported throughout your apprenticeship to make sure that you have all the knowledge, skills and confidence to deal with any situation that you might be faced with. Below is a brief outline of your learning journey when you join Devon and Cornwall Police.

Your learning journey and recruitment timeline:


A unique job for a unique person, this role demands a friendly, patient, broad minded individual with a positive attitude who can be there when people need it most. You must be able to work as part of a close knit, supportive team and make decisions in situations which may be frustrating or distressing for the caller.


Within this role you will play a critical role in our response to both emergency and non-emergency calls, providing a first class service to the public. You will be resilient, reliable and able to cope in a pressured environment – your decision making skills will be key. You will receive a huge variety of calls, often challenging in nature. At times you will be talking to people in potentially dangerous or vulnerable situations – they may be distressed or panicked and it is down to your ability to stay calm and determine the most appropriate response to make sure they get the help they need.


The role of a Contact Officer requires you to:

  • Type and capture information, quickly and accurately
  • Communicate in a concise and accurate manner
  • Provide a high quality customer service
  • Listen effectively and extract specific information to determine the correct response
  • Demonstrate an aptitude for quick decision making and effective problem solving
  • Learn and retain information
  • Work effectively and enthusiastically as part of a team

Resilience is a key factor of the Contact Officer role. It’s a 24/7 job so there will be times when you are working weekends, bank holidays and even Christmas Day some years. There will also be times when you are feeling tired and still having to take those extremely difficult and sometimes traumatic calls. Whilst it’s true that this is not a job for the faint-hearted, on the other hand you will be working in a great environment with plenty of support as part of the police Family.


Salary

  • The commencing salary is £24,093 rising to £25,362 on completion of the apprenticeship with incremental yearly progression to £28,087 (which includes 20% shift allowance)
  • Weekend working allowance (which is claimable). This accumalates to approximately £2,000 per annum pro rata.

Benefits

  • 22 days annual leave (30 after 5 years’) + bank holidays
  • Automatic enrolment in the Local government pension scheme
  • Free parking, Free Uniform, 24 hour Gym access (only £3.50 per month), Eyecare vouchers, Blue Light Card, Access to join Unison

The role is 24/7 365 days a year and we work shifts to achieve this which are 6 days on 4 days off. Please visit the job advert for more detail.


You will receive a high standard of training both at the start and throughout your career as we support you to make the most of your qualities. As part of your initial development, you will not only complete training and become a qualified Contact Officer, but you will also gain the Level 3 Emergency Call Handling Apprenticeship.


From Day 1 you will be classroom based with our dedicated and experienced Training Team who will take you through a detailed 7 week Initial Training programme covering all the main aspects of your new role.


When you leave Training, you will move to the Control Room where you will be assigned a Mentor who will be an experienced Contact Officer. Your Mentor will work side-by-side with you for an extended period as you continue your learning ‘on the job.’ After your mentoring period you will be working independently with support as you continue your development during your probationary period.


During your first 15 months you will be contributing to your apprenticeship portfolio. You will need to gather evidence, undertake some self-study and complete activities to provide evidence against the ‘Level 3 Emergency Call Handling Apprenticeship’ standard. You will be given time within your working hours to do this and there is no expectation that you study outside of your rostered hours. You will be required to undertake a formal assessment at the end of the course but you will be assigned an Apprenticeship Facilitator who will support and guide you throughout.


In order to complete the apprenticeship programme you are required to have GCSE Maths and English at A – C or 9 – 4. If you do not have these qualifications you will need to obtain them prior to a job being offered. We can signpost you to a Learning Provider who will support you in achieving functional skills L2 which is the equivalent to GCSE grade C or Grade 4. Our recommendation is that you can begin trying to obtain this as soon as practically possible to avoid any delays in a job offer. We will hold onto your details for 12 months and once you’ve obtained these qualifications we will look to progress you on the next available intake.

Date Stage
4th October 2021 Eligibility and Application to apply via e recruitment opens
Thursday 7th October, Saturday 16th and Thursday 21st October 2021 Online Awareness events
Midday Monday 25th October 2021 Eligibility and Application closes
Monday 25th October 2021 Situational Judgement Test sent via email
Friday 5th November 2021 Situational Judgement Test closes
Monday 8th November 2021 Complete online virtual assessment centre
Sunday 14th November 2021 Closing date for virtual assessment centre
25th November 2021 to 28th November Interviews are planned for these dates and will be conducted during daytime and evening hours.
28th March 2022 Approximate start date

Do you tick these boxes?


Can you answer our call?

Well, if you do, then working with Devon and Cornwall Police as a Contact Officer could well be the career challenge that you are looking for! It’s the adrenaline rush when the call comes in; being there to make a difference. At Devon and Cornwall Police, we’re on the lookout for the listeners, supporters and the advisors, recruiting 999/101 Contact Officers (Emergency Service Contact Handler Apprentices) who can be there when people need it most.


You will play a critical role in our response to both emergency and non-emergency calls, providing a first class service to the public. You will be resilient, reliable and able to cope in a pressured environment – your decision making skills will be key. You will receive a huge variety of calls, often challenging in nature. At times you will be talking to people in potentially dangerous or vulnerable situations – they may be distressed or panicked and it is down to your ability to stay calm and determine the most appropriate response to make sure they get the help they need.


Resilience is a key factor of the Contact Officer role. It’s a 24/7 job so there will be times when you are working weekends, bank holidays and even Christmas Day some years. There will also be times when you are feeling tired and still having to take those extremely difficult and sometimes traumatic calls. Whilst it’s true that this is not a job for the faint-hearted, on the other hand you will be working in a great environment with plenty of support as part of the police Family.


You will receive a high standard of training both at the start and throughout your career as we support you to make the most of your qualities. As part of your initial development, you will complete an Emergency Service Contact Handler Apprenticeship.

A workforce that reflects our communities


Our ability to build trust, understand problems and support our communities across a range of policing matters, relies on us having a workforce that is reflective of our communities and all the unique individuals that exist within them. We are committed to promoting equality and diversity within our workforce and to eliminating discrimination.

We are very keen to encourage applications from those that have never considered policing as a career. Representation within our workforce from black and minority ethnic communities and females is currently much lower than we want it to be; by improving this we will be better able to serve our local communities and our work place will benefit from all the differences in thinking, points of view, and approaches that diversity brings.

In order to achieve this we are proud to pursue a policy of ‘positive action’.

For further information and to register for this scheme please click the button below.


Apply now Meet Our Team Positive Action Frequently Asked Questions
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