Syp - Call Handler and Dispatch Operator - Jun 2023

1 month ago

Sheffield, United Kingdom South Yorkshire Police Full time

**Role**: Call Handler and Dispatch Operator

**Department**: Force Control Room

**Location**: Atlas Court, Sheffield

**Salary**: £24,552 - £26,958 plus Shift Allowance and Weekend Working Allowance

**Hours**: 37 hours per week

**Contract Type**: Permanent

**Role Purpose**:
This is an exciting opportunity to join South Yorkshire Police as a Call Handler and also receive training for the role of a Dispatch Operator. As part of a dedicated team, you will be the first point of contact for all types of contacts from the public and other agencies, including 999, 101, crime reports, intelligence and general enquiries including both telephone and electronic media. You will be responsible for identifying and assessing risk and make resolution and deployment decisions using a range of systems. You will also allocate resources to incidents and support them in any radio transmissions.

You will be part of the wider policing family helping to keep South Yorkshire safe as well as part of a team of great people. Most people join the police service because they want to help others and make a difference to people’s lives. Working in the Force Control Room, there is no doubt that you will be making a difference - every day.

Therefore, we are looking for motivated people who are excellent team players with the ability, after training, to work unsupervised and use their own initiative.

To be successful in the role, you will need excellent verbal communications skills, but you will also need the ability to:
**Multi
- task** - to be able to type at the same time as listening, speaking and entering data onto systems in a timely way. You should also be able to think ahead, and risk assess a situation by asking the right questions.

**Key Responsibilities**:

- Receive and critically assess all types of contacts including 999, 101 and other types of contacts, by telephone or online, from the general public, police and other agencies, maintaining high levels of customer service, manage customer expectations and meet national and organisational service level agreements and take appropriate response action.
- Identifies the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
- Assesses risk and identifies the appropriate action to resolve or determine the appropriate agency, deployment grading and priority of contacts.
- Manages customer expectations regarding the service that can be provided by giving advice and taking appropriate action.
- Maintains accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.
- Follow up contacts received to agree resolution and close down contact and file appropriately to meet organisational and national requirements.
- Analyses and codes reported crimes to national guidance and files appropriate to enable accurate reporting of local crime statistics.
- Act in adherence to all other legal frameworks, key working principles, policies and guidance relevant to the role.
- Ensure that the Graded Response system is carried out correctly.
- Operate the appropriate Airwave, UHF and VHF radio network, linked to operational patrols within the guidelines and procedures of the Force.
- Deploy resources to incidents within the guidelines and procedures of the Force.
- Operate message systems, fax and others including maintaining a watch on internal messages.
- Have knowledge of all Contingency plans and implement when necessary.
- Monitor CCTV IMAGES where appropriate.

**Skills and experience**:

- Communication skills - ability to listen, empathise and provide support.
- Communication skills - adapt language to meet the needs of different people/audiences.
- Experience of information gathering and problem solving.
- Able to utilise IT packages, systems and/or databases.
- Able to appropriately prioritise and plan own work.
- Ability to work under pressure, making logical and appropriate decisions.
- Desirable Criteria: _
- Previous experience of working unsocial hours - shifts/weekends

**Benefits**:
We offer generous entitlements and supportive policies to enable a better work-life balance, some of which are listed below:

- Generous annual leave allowance (_starting at 29 days per year + bank holidays_)
- Flexible and hybrid working
- Generous ‘family’ leave
- Voluntary CPD Events for all staff to allow continuous development
- Mentoring & Coaching Scheme
- Access to a range of occupational health facilities
- Generous pension scheme
- Employee assistance service (accessible 24/7)
- Additional benefits for Westfield Health members
- Cycle to work scheme
- Sports and Social Club

**Eligibility**:
**Appearance and Standards**:
SYP is committed to striking a proportionate balance between self-expression and the need to maintain role sensitive professional standards in dress and appearance. Officers, staff and volu

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