Emergency Communications Officer - SPF/ POCC

MHA - Singapore Police Force (SPF); Singapore; On-site; SGD 42,000 - 54,000; Full time

Job summary

MHA - Singapore Police Force (SPF) is seeking an Emergency Communications Officer for the Police Operations Command Centre. You will ensure all 999 calls are answered in accordance with service standards and record details accurately.

You will interact directly with the public, manage calls with empathy, liaise with SPF units when needed, and work shifts as required. Strong communication, composure under pressure, and attention to detail are essential.

Qualifications

• At least 3–5 years of working experience, preferably in handling phone calls.
• Ability to work under pressure.
• Excellent communication skills.
• Patience when dealing with stressed callers.
• Computer literacy.
• Ability to think quickly.
• Willingness to work shifts.

Responsibilities

• Answer all 999 calls in accordance with SPF service standards.
• Record call details into the system.
• Notify supervising officer when required.
• Liaise with relevant SPF units as needed.
• Engage callers with empathy and solicit relevant information.
• Work on shifts as required.

Skills

Communication skills

Calm under pressure

Empathy

Phone handling

Patience

Computer literacy

Quick thinking

Shift work

Job description

What the role is:

The Police Operations Command Centre (POCC) receives information from various sources, including 999 and non-emergency calls, SMS and other internet applications, to determine an appropriate Police response.As an Emergency Communications Officer, you are to ensure all 999 calls are answered in accordance with service standards.You will be placed under the Management Executive Scheme.

What you will be working on:

The Emergency Communications Officer will be dealing with the members of the public directly. All 999 calls shall be managed in accordance with the relevant SPF Service Drills and Service Doctrine.Information received during the call may reveal an offence or a crime that has been committed and you are required to record all details into a system. Depending on the nature of information received, you are required to perform the initial follow-up which may include notifying your supervising officer, or liaising with the relevant SPF units.You are required to deal with callers from various backgrounds, who may be in a confused, anxious or livid state of mind. You must have strong communication skills, a calm demeanor, ability to engage callers with empathy, and be able to solicit relevant information to determine an appropriate Police response. You are also required to work on shifts.

What we are looking for:

• At least 3-5 years of working experience, preferably in handling phone calls
• Able to work under pressure
• Possesses good communication skills
• Patience in dealing with stressed callers
• Computer skills
• Quick thinking
• Willing to work shift

Short-listed candidate will be notified within two weeks after the closing date for applications.

About MHA - Singapore Police Force (SPF)

MHA - Singapore Police Force (SPF)