Job Description: Police Call Handler Apprenticeship

Our teams are the first point of contact for over 1000 emergency, over 2200 non-emergency phone calls and over 100 interactions via our digital platforms daily. As a Police Call Handler you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community.

Wage

£39,709.56 a year
Please see the Thames Valley Careers site for more information on our benefit schemes

Training Course

Emergency contact handler (level 3)

Hours

• 6 on 4 off. 2 earlies, ranging from 07:00 to 17:00.
• 2 lates, ranging from 10:00 to 02:00 (Sunday - Thursday) or 03:00 (Friday & Saturday).
• 2 nights, ranging from 21:00 to 07:00.
• Exact shifts to be confirmed.
• 37 hours a week

Start Date

Monday 2 November 2026

Duration

1 year 6 months

Positions Available

30

What you'll do at work

• Handling emergency and non-emergency calls. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions and recording that information, so it is relayed to the officers responding
• Crime Recording - using our systems to take reports of crime and making sure everything is recorded according to guidelines
• Working with partner agencies to record other incidents in which the police play a role
• Signposting members of the public to more appropriate agencies when it is not a matter dealt with by the police
• Dealing with requests/queries via online platforms
• Managing the dispatch of resources and prioritising incidents in line with threat, risk, harm, and vulnerability, ensuring that public and officer safety is maintained at all times
• Making sure police officers and other resources have all the necessary information to deal with the incidents they have been deployed to
• Represent the police control room at various external events such as Reading, Oxford, MK Dons and Wycombe Football matches. Also, to perform your controller duties around other large-scale events such as Reading Festival, Ascot Racecourse, Henley Royal Regatta and other ad hoc events. (subject to extra training, ability, and willingness to travel)

Where you'll work

Abingdon Police Station, Colwell Drive, Abingdon, Oxfordshire
OX14 1AU

Training Provider

THE CHIEF CONSTABLE OF THAMES VALLEY

Training Course

Emergency contact handler (level 3)

What you'll learn

Course contents include:

• Use appropriate sector-specific phraseology.
• Operate communication systems.
• Operate software systems.
• Communicate in a calm manner considering the caller’s circumstances.
• Build and establish appropriate rapport.
• Use clear language to convey instructions, avoiding jargon and sector-specific terminology.
• Overcome barriers to effective communication.
• Use appropriate questioning techniques to gather relevant information to the incident.
• Use appropriate listening techniques to gather relevant information to the incident.
• Record relevant information appropriate to the incident accurately, clearly, and concisely and review information already held on the incident where applicable.
• Manage the expectations of the public, colleagues, internal and external partner organisations.
• Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.
• Identify and assess risk, take action and record appropriately.
• Update internal and external colleagues when applicable.
• Decide and apply grading or prioritisation guidelines appropriate to the incident.
• Analyse information and apply relevant policy, procedures, or regulations appropriate to the incident.
• Advise on the appropriate course of action, signposting to other organisations when required.
• Undertake tasks simultaneously, seeking assistance when necessary.
• Complete any resulting actions accurately and efficiently at the end of the contact