West Midlands Police
Call Handling & Dispatch
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Call Handling & Dispatch
Previous applicants who have not been successful for this role at any stage of the recruitment process within the last 6 months are not eligible to apply on this occasion.
IMPORTANT:-We recognise that AI technology is widely used by candidates, particularly for tasks such as proofreading applications. While proofreading is acceptable, we expect all submitted evidence to be authentic and the candidate’s own work. Your application will be rejected if it becomes evident that it contains plagiarised content, or if AI tools are used during the application or any assessments conducted during the selection process.
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 during your training period.
Please be aware that your allowances will be paid to you once you have completed your initial training. The Force Contact team will make you aware of this when you join their team. The initial training period is a minimum of 6 weeks, but could be extended should further development be required. This will be Monday - Friday, 8am - 4pm and please note that no annual leave can be authorised during this period.
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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). This is a FULL TIME role, and you will be working weekends and a variety of other shift patterns.
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 - You must be successful at each stage in order to proceed to the next
- Online Application & Thorough Paper Sift
- Assessment Centre, located at West Bromwich Police Station – Includes mock 999 calls, dispatch scenarios, and team exercises. Please note that you must have photographic identification (either a passport or drivers license (provisional is fine) to attend the assessment centre.
- Interview – Assess motivation and role understanding. Please note that the interview will be held within a few days of the assessment centre.
- Medical, Vetting & References
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.
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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.
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”
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.
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