Former Police Call Handler - AMA

[Tiredfox34]

Fresh out of my year as a Police Call Handler for a Midlands based force.
Happy to answer any questions people may have about the job, will be truthful about the highs and lows 🙂

Why did you only last a year?

Do the lows often outweigh the highs? Can’t think of a question really just interested to hear what it’s like day in day out.

Respect to you - that must be tough to hear some of those calls.
However, do you ever get calls which are pointless and petty?

How frequent are calls from repetitive time wasters?

I only lasted a year because it is an incredibly difficult and challenging job for a huge and varied number of reasons.
For me, I found that the 4 on 4 off 12 hour shifts were too much and I've been a permanently exhausted pigeon for the last year.
That being said, a lot of people love the shifts.
It's worth noting that it's a job that has a high turnover rate, out of 40 people trained last year, 16 have already left. I found it rare that a call handler would be in post for more than 2 years.

My experience has been that the lows outnumber the highs, which can become overwhelming. But when you come off a call and you know you helped that person and they're safer because of you - it does feel incredible!
Day to day, you work with a team for a 4 day set, we do 2 days into 2 nights. Your shift get you through; you talk over calls with them, help each other, cry and laugh with each other. You do build a connection. Support in the job is pretty good too, generally in the form of your Team Leader. You are literally sat at a desk for 12 hours taking call after call- sometimes they're one after the other, other times a lot slower- I've read a lot of books. The role is such a mixed bag but it has never been what I expected before I started

Are there some calls that have never left you, or that you've had to have counselling for?

What's the stupidest, most time-wasting call you can remember taking?

Some of them- absolutely..

Pointless and petty- oh yes! so many eye roll moments- they also tend to be the type of people give a bit of abuse as well.. they get tiring pretty quick.
More frustrating if you've dealt with a multiple stabbing and your next call is a neighbour dispute over a dustbin.

Having some insight do you respect the police or otherwise?

That's really freaky, my local constabulary have a post on Instagram about how they're recruiting. The shift patterns look ok as there's a choice - you earn more for the '2 days 2 nights 4 off' pattern but there are others with better hours but less salary.

What attributes do you need for the role?

What sort of pension etc is there?

I'm interested in applying as I might be made redundant soon.

Well done, I did it 10+ years ago but only lasted 7 months!

Do you think it opened your eyes about the world and what goes on, or do you think you were fairly streetwise going in to it?

Do you think the police are pointless

Do you have any insight into why these kind of roles so often require 12 hour shifts? Does the chance of making a mistake or misjudgement increase on the eleventh hour of the fourth day?

Yeah, everyone has at least one. I have a few I remember and one that shook me for a while afterwards, they supported me through it.
You're actually really cared for when this happens, they have in-house trauma counselling which was amazing. They'll support you as long as you need

I've been in a similar (adjacent) role for more than two decades, and did 5 years as a call handler before that. In my experience, people either quit within a year, or stay for years and years, there is really no middle ground.

Hmmm... That's a question! I can completely, 100% understand how people get frustrated with the Police but I am aware of the limitations forces are trying to work with and I don't think they fully deserve the negative rep they have.
I think there is a disconnect with what people expect from the police and what they're able to do.
I think the best way to put it- If I was to need the police myself.. I'd not have a great deal of confidence in getting a quick response unless it was an actual life threatening emergency but I also feel that way about if I needed medical treatment...

Do you ever find out the outcome of what people were calling you about?

Yeah for sure the shift allowance is very good, it makes the salary worth the job in my opinion

You need to be both empathetic, kind and patient but also be ready to hold your ground. Being a good multi-tasker will be helpful.

Pensions is quite good, local government, 6% matched contributions for ours. We had sick pay, holiday accrues with service. Enhance overtime pay- and there is always overtime if that's your bag. I haven't partaken myself, there's not judgement either way.
What they don't tell you, is how hard it is to take your leave- I left with 78 hours owing

Definitely worth applying it's a worthwhile jobs, but it's a lot of a job!

About 7 months is what it took for me to know I couldn't do it much longer to be fair!

Yes, for sure. My eyes have been opened more than I ever wanted them to be! It's actually something I struggled with most - people can do some really shitty things to each other. I had to remember that we deal with a small cross section of society and on the whole people are decent but it can dim your view on the world we live in

You make a very valid point. Ive often had these discussions with my colleagues quite often. It's impossible to say this doesn't occur- You're expected to be as focussed at hour 1 as hour 11 and it takes its toll- that's not taking into account the stress of the job and the emotional toll it can take. I think personally, shorter shifts for more days would be better for these reasons- but the reality is that the lines needs staffing 365 24/7 and to reduce shifts would increase numbers of staff required and as I'm sure you can imagine, it's difficult to find and keep enough staff to do that

Hmmm... Someone called because they got them self stuck in a hospital morgue once

No, I would dread to see what would happen without them.

My cousin did that before she joined the county paramedics. Respect to you.

Sadly, no. Once we've passed it to despatch and officers attend we hear no more and arent allowed to look.
If you've dealt with something particularly upsetting you can ask to be updated but it's discretionary
Its a hard part of the job