Call Handling and Dispatch

West Midlands Police; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A regional police force in Birmingham is seeking dedicated individuals for the roles of Contact Handler and Dispatcher. You will provide essential support by answering emergency calls, coordinating police responses, and ensuring community safety. Ideal candidates possess excellent communication skills and the ability to manage high-pressure situations. This full-time role offers a 24/7 shift pattern with extensive training and support.

Benefits

Comprehensive benefits including pension

Access to mental well-being services

Employee assistance programme

Blue Light Card benefits

Qualifications

• Previous experience in customer service, emergency services, healthcare, or dispatch environments is desirable.
• Familiarity with control room systems or CCTV monitoring.
• Understanding of police procedures and incident grading.

Responsibilities

• Answer emergency (999) and non-emergency (101) calls with empathy.
• Deploy police resources to live incidents using multiple systems.
• Monitor and manage multiple incidents simultaneously.

Skills

Excellent verbal communication

Listening skills

Teamwork skills

Ability to remain calm under pressure

Multi-tasking

Attention to detail

Typing speed of 35 words per minute

Confidence to challenge appropriately

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 elevate 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.

Diversity & Inclusion

West Midlands Police is a Disability Confident Leader and committed to building a diverse and inclusive workforce. We welcome applications from all backgrounds and experiences.