Call Handling and Dispatch

Job Description

Previous applicants who have not been successful for this role in the last 6 months are not eligible to apply on this occasion.

Be the Calm in the Chaos. Be the First Voice and the Coordinating Force.

West Midlands Police is recruiting dedicated individuals to join our Force Contact Team as either a Contact Handler or Dispatcher. These critical frontline positions ensure the public receives timely, professional support during emergencies and that police resources are deployed effectively across the region.

Whether you're answering a 999 call or coordinating officers to a live incident, your actions will directly impact public safety and community trust.

Key Responsibilities

Contact Handling

Answer emergency (999) and non-emergency (101) calls with empathy and professionalism. Use structured questioning to assess risk and gather vital information. Record incidents accurately using force systems using recognised risk assessment tools (National Decision Model and THRIVE). Provide reassurance and guidance to callers in high-stress situations. Escalate incidents appropriately and liaise with internal teams.

Dispatch

Deploy police resources to live incidents using multiple systems and CCTV feeds. Make rapid decisions using recognised risk assessment tools (National Decision Model and THRIVE). Liaise with officers on the ground and ensure accurate, timely updates. Monitor and manage multiple incidents simultaneously. Maintain clear communication with internal teams and supervisors.

Salary

Up to 33.79% on top of baseline salary with a 24/7 shift pattern – 6 on 4 off, early/late/night shifts or 3x3x3 shift pattern. You will be aligned to one of these shift patterns based on what is required by Force Contact department at the time of hire.

What We’re Looking For

Excellent verbal communication, listening, and teamwork skills. Ability to remain calm and focused under pressure. Strong multi-tasking, system navigation, and attention to detail. Minimum typing speed of 35 words per minute. Confidence to challenge and escalate appropriately. Willingness to work a 24/7 shift pattern (including nights, weekends, and bank holidays).

Desirable Attributes

Previous experience in customer service, emergency services, healthcare, or dispatch environments. Familiarity with control room systems, CCTV monitoring, or safeguarding indicators. Understanding of police procedures, incident grading, and vulnerability management. Ability to manage emotionally challenging conversations with professionalism.

Training & Support

13-week structured training programme covering call handling, dispatch scenarios, system navigation, and control works. Ongoing mentoring and resilience support. Access to occupational health and mental well-being services.

Why Join Us?

Make a meaningful impact in your community every day. Work in a fast-paced, supportive, and dynamic environment. Comprehensive benefits including pension, Blue Light Card, and employee assistance programme.

Application Process

Online Application & Paper Sift Online Assessment Assessment Centre – Includes mock 999 calls, dispatch scenarios, and team exercises. Interview – Assess motivation and role understanding. Medical & Vetting

If you demonstrate the skills and experience required during the selection process, we will determine whether you are better suited to the Contact Handler or Dispatcher role before progressing.

Important Notes

This is a full-time role. Candidates must pass all training phases to progress. Reasonable adjustments available upon request.

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

Vetting

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical

Appointment to this role may be dependent upon successfully completing medical checks, which may include a drugs test and if required a fitness test.

Benefits

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

Fair remuneration with progression opportunities and access to a very competitive pension scheme. Enhanced annual leave in addition to public holiday entitlements. Discounts across travel, parking, daily costs of living and leisure activities. A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

“Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities”

About Us

West Midlands Police is the second-largest police force in the country, serving the three major cities of Birmingham, Coventry, and Wolverhampton, alongside the districts of Sandwell, Walsall, Solihull, and Dudley.

Against this backdrop, the force handles more than 2,000 emergency calls every day, while patrolling the streets and responding to incidents 24 hours a day, seven days a week. We have made significant improvements in reducing overall crime, improving call response times, and increasing arrest rates. This work can only continue with the right people, therefore as an employer of choice, we are looking for the right people who can serve and protect our communities.