I’m a Police call handler. AMA

[Neoncoral]

I will try and answer all questions, if there are any!

Do you like your job?
Are you in a call centre or police station?

Do you ever find calls upsetting? What training is provided for you?

Can you shed any light on what happens if I require more than one service when I call 999?

Do you like your job?
I love everything about my job. No two calls are ever the same.

Are you in a call centre or police station?
We are based in a police station HQ. It’s like a big control room/ call centre where both police officers and police staff take calls.

Do you ever find calls upsetting?
Yes I do. But never the ones that you think would make you upset. We have a lot of support in place though if we have any particularly tough calls.

What training is provided for you?
It’s classroom training covering policies and the databases before taking first calls under strict training settings. Once taking calls you have a mentor listening in with you for as long as you need. But it is impossible to ever know everything because the next call will be one you’ve never had before!

Can you shed any light on what happens if I require more than one service when I call 999?

If you need police and ambulance for example then BT will put you through to the police announcing it as a multiple service request. A multiple request will usually always default going to the police. We can arrange the other emergency services for you.

Do you get folk phoning for stupid things?

How much do you earn, and do you feel you are paid enough given the responsibility of your job?

What is the stupidest thing someone has rung you for?

Are people usually highly emotional when they report awful things?

I'm asking because I once had to report a dead body and that someone had been murdered (nothing to do with me) but I remember being so shocked that I just said it in a deadpan way. Oddly, the thought that was running through my mind was that I had no idea how to 'behave'; I guess this a a kind of traumatic dissociation.

Have you delivered babies over the phone?

Oh ignore me your police not paramedics!

Do you get folk phoning for stupid things?

Actually the silly calls are not as often as you’d think. But when do they come they are usually very silly! They ramp up in the school holidays.

Accidental calls from unlocked mobile phones are much more common. Such as a phone in a pocket, or a handbag with the keypad being bumped about. We have to check each and every one to establish if there is an emergency or not. That can take some time.

How much do you earn, and do you feel you are paid enough given the responsibility of your job?

I’m happy with the pay to be honest, most call handlers also get a shift allowance. For me though it’s not just about the pay, I feel lucky doing what I do. A lot of training is invested in me, I work with some fanfastically dedicated people and there is always someone ready to answer any questions and give guidance when needed. The work life balance for me, is really good and always the opportunity for overtime when saving for a special holiday or something!

Are people usually highly emotional when they report awful things?

I’m so sorry that you had reason to make such a call. People can react so differently to the same situation. Some can be like you, where it’s like an autopilot kicks in and others can literally be having a panic attack on the phone. No matter the reaction there are some situations where I wish I could reach through the phone and give them a big hug.

Are you 999 or 101 handler?

Are you 999 or 101 handler?

We are all trained for both where I am. Over the course of one shift you may do both 999 and 101s depending on demand.

That's interesting. Presumably the 999 ones are priority.

Why is it so difficult to arrange to see a police officer face to face at a station these days?

Thanks Neoncoral

That's good to know. I always felt a bit weird about it! Incidentally, the call handler and all the police involved were brilliant. You do an amazing job

Do you wish you were actually a police officer?

What qualifications do you need to become a call handler? I have always been interested in doing it :)

That's interesting. Presumably the 999 ones are priority.

Yes even if 10 people are calling about the same incident, such as a crash, 999 calls will take priority.

Why is it so difficult to arrange to see a police officer face to face at a station these days?

It can be difficult :( your local police force may be able to book you a appointment at the station via calling 101. There are not as many stations open nowadays though and the ones that are may not be convenient to get to. Lots of political discussion to be had there!

Do you wish you were actually a police officer?

No. Though lots do use the role to join the police family then move onto police officer training. A lot of call handlers are special constables too, literally live and breathe the job.

How long have you been in the job?

Which police force do you work for? —Don’t really expect you to answer...just trying to see if you work where I do—

Aww strike through fail