Dispatcher

Police Service of Northern Ireland; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A regional public safety service in Northern Ireland seeks a Dispatcher to manage emergency calls and allocate resources effectively. Ideal candidates will have customer service experience and be IT literate, with strong communication skills. Responsibilities include assessing incident risks and ensuring accurate information recording. This full-time position offers a critical role in responding to public needs.

Qualifications

• 1 year of customer service or contact centre experience.
• Ability to manage escalated calls effectively.
• Accurate call recording at a minimum of 26 words per minute.

Responsibilities

• Manage and prioritize calls on Command & Control.
• Provide resources during emergencies.
• Assess risks to officers and the public.

Skills

Customer service experience

Effective questioning

IT literacy

Communication skills

Tools

Microsoft Office Suite

Job description

Job Details

Dispatcher

Hours of Work: Full-Time

Location: Greater Belfast, Armagh, Maydown

Closing Date/Time: September 22nd 2025, 3:00pm

Reference Number: HRDISP2725

Job Background

The Dispatcher will assist in providing a multifunctional service to the public by determining the response to calls for service. The role holder is empowered to allocate the most appropriate resource when required using radio, telephone and computer aided dispatch systems. The role holder’s will be communicating with police officers mainly from Constable to Inspector level to brief officers regarding incidents and tasking to scenes.

Main Activities

The main duties and responsibilities associated with the role include the following:

• Ensuring that calls on Command & Control are dealt with appropriately, within timescales, in line with National Call Handling Guidelines and Standards and in line with Service Procedure/Policy and Practice. Ensure that those responding are fully briefed in relation to safety issues, for example, where there is a threat to life.
• Prioritising calls and assessing incident resource requirements which may change in real time. Deploying additional resources as required, for example, Tactical Support Groups in the event of Civil Disturbances, Dog Section, Roads Policing etc., and ensuring that the caller is aware of any delay.
• Identifying any threat, harm or risk to police officers, police staff and members of the public; and carrying out risk assessment of incidents, for example, where the resource of a dog handler is required or where there is a firearm registered at an address.
• Undertaking primary and secondary searches and checks and supplying information (on people, crimes and vehicles) which will help police officers when they are deployed to deal with an incident to aid risk assessment. In certain circumstances they will need to carry out enhanced checks. Ensuring accurate recording of information on the Command & Control log and other relevant logs and monitoring the progress of the incident until the response team arrive and take control. Maintaining contact with officers at scenes co-ordinating necessary support services and closing call off.
• Where arrests have been made, resourcing custody cells.
• Briefing Supervisor and Manager as necessary in relation to progress of call, and tasking other services if required, for example, Fire and Ambulance and ensuring that they are fully briefed prior to attending a call.
• Briefing Supervisor and Manager in the event of high risk calls, for example, vulnerable missing persons where there may be a concern for their safety, immediate threat to life matters and matters requiring escalation to Incident Co-ordination centre.

This Job Description reflects the main duties and responsibilities associated with this position. It is not intended to be exclusive or exhaustive.

Person Specification

Essential Skills and Experience

1 years’ experience in a customer services or contact centre environment to include:

• Dealing with escalated or more complex calls from customers who require advice or assistance and determining how best to action.
• Identifying customer’s needs through effective considered questioning to obtain the required level of detail to enable a tailored response.
• Managing customer expectations in line with organisational procedures.
• Accurately recording call information (minimum of 26 words per minute).

Essential Other

• IT literate specifically in the use of the Microsoft Office suite (including MS Word, MS PowerPoint, MS Excel and MS Outlook).
• The successful candidate must have access to a form of transport which will enable them to fulfil the responsibilities of the job in full.
• The role holder will be required to successfully complete the PSNI Dispatcher training course.

Shortlisting will be carried out based on the essential criteria.

Successful applicants will be retained on a merit list for future opportunities arising.

We would encourage you to check the spam within your email system for any relevant correspondence.

Selection Methodology

Applicants meeting the eligibility criteria and essential skills and experience will be required to demonstrate their experience via the following processes:

Practical exercises, which are designed to test candidates ability to use their questioning skills, listening skills, decision making skills and IT skills (including the ability to accurately record information at a minimum of 26 words per minute) followed by an interview. These practical exercises and interview will be designed against the CVF areas for this role.

PSNI uses the Competency and Values Framework (CVF) which sets out nationally recognised behaviours and values to support all policing professionals. You will be assessed against the values and at the competencies level as indicated below. This will include both past and future focused questions. Further guidance and information about the Competency and Values Framework (CVF) is available here on our website. Please use the 2024 CVF for this role.

Values & Competencies

• Public Service
• Respect and Empathy

• We Analyse Critically
• We Take Ownership
• We Collaborate
• We Support and Inspire

Note: Shortlisting will be based on the essential criteria and assessments.