Description
As a Contact Handler or Dispatcher with West Midlands Police, you will play a critical role in protecting our communities. From answering emergency 999 calls to coordinating officers responding to live incidents, your decisions will directly support public safety.
This is more than a job. It is a frontline role where your judgement, communication skills and compassion can change lives.
What You'll Do
Contact Handler
You will be the first person people speak to when they need policing support.
- Answer emergency 999 and non-emergency 101 calls
- Listen carefully and ask the right questions to understand risk
- Record accurate information using police systems
- Assess incidents and make timely decisions
- Provide reassurance and guidance to people in distress
- Work with colleagues across emergency services and policing teams
Dispatcher
You will help coordinate the policing response across the West Midlands.
- Deploy officers to incidents using multiple systems
- Make decisions quickly while managing changing situations
- Communicate clearly with officers and teams across the force
- Monitor incidents and provide accurate updates
- Help ensure the right resources reach the right people at the right time
What We're Looking For
This role requires people who can stay calm under pressure, make sound decisions and provide a professional service to the public during challenging situations.
To be successful, you will need:
- Accurate keyboard skills with a minimum typing speed of 35 words per minute
- Accurate verbal and written language skills, with the ability to capture important information clearly
- The ability to prioritise and multi-task under pressure, achieving deadlines while maintaining accuracy and quality
- Proven decision-making skills, with the confidence to assess information and take appropriate action
- A commitment to personal responsibility and self-development, with support from West Midlands Police to help you build your skills and progress
- Level 2 English (GCSE Grade C/4 or above)
- Excellent communication, listening and teamwork skills, along with the ability to manage sensitive conversations professionally and respectfully
- Previous experience in customer service, emergency services, healthcare, dispatch, control rooms or other public-facing roles is welcomed
Training and Support
You will receive a comprehensive training programme designed to prepare you for this important role.
Your training will include:
- Call handling
- Dispatch procedures
- Police systems
- Risk assessment and decision-making
- Practical scenarios and ongoing coaching
- Access to wellbeing support and development opportunities throughout your career
Salary and Benefits
Salary: £28,914 - £32,613 plus up to 34% shift allowance (taking starting salary up to circa £36,000)
There are two shift patterns:
- Pattern 1: Working six days followed by four days off. This is made up of two early shifts, two late shifts, and two night shifts.
- Pattern 2: Working six days followed by three days off. This consists of three early shifts followed by three late shifts.
Recruitment Process
Our recruitment process is designed to help us identify people who have the skills, judgement, and behaviours needed to succeed in this important frontline role.
Successful candidates will progress through the following stages:
- Online application and paper sift
- Situational Judgement & Knowledge Test
- Assessment centre & Interview
- Pre-employment checks