Contact Centre Operators
All 101 non emergency and 999 emergency calls to Wiltshire Police come in to our 24 hour Crime & Communications Centre (CCC) based at Police Headquarters in Devizes.
Central Call Handling (CCH)
All new staff in the CCC begin by fielding calls in our Central Call Handling (CCH) team. This involves prioritising and sorting 101 calls and passing them onto our Crime Recording and Incident Bureau (CrIB) for further investigation, or transferring callers through to individual departments.
Once you've spent some time with CCH and we've had time to get to know you, we'll decide whether you're better suited for the CrIB or our Incident Control teams.
CrIB and Incident Control teams typically work nine or ten hour shifts, 24 hours a day, 365 days a year. On a shift pattern including days, evenings and all-nighters, including some weekend work. You will work in a team aligned with officers on the ground and get to know people you will make friends with for life.
Everyone who works for us needs to be a 'people person' - that means being very customer focused and and someone who enjoys talking, listening and empathising with people. If you're more analytically minded and love attention to detail, you're likely to find you'll be posted within the CrIB. If you can think quickly on your feet and thrive in a high pressure environment, you're more likely to be assigned to Incident Control.
Crime Recording and Incident Bureau (CrIB)
Working in the CrIB is about getting the detail; you'll be the first investigator to any crime reported on 101.
- You'll need to be a great communicator as you'll be talking to victims and witnesses of crime, so it's important that you show empathy, professionalism and first class customer service.
- You'll need to be able to ask questions and identify investigative and forensic opportunities and search the police database for possible suspects and related intelligence
- You'll write detailed crime reports and task work on for further investigation.
- You need to be resilient; you are likely to speak to offenders who are sometimes impatient and abusive, but don't take it personally.
- You will be comfortable making risk based decisions and problem solving.
Working in Incident Control is about taking control of the situation. You'll be answering 999 emergency calls for help and managing police resources to incidents.
- You'll need to be a great communicator as you'll be taking calls from people often in a distressed, confused or intoxicated state. Taking control of the call and getting to the detail is the key, then quickly recording that information concisely and giving practical and sometimes life-saving advice.
- You'll need to think fast and remain calm under pressure; you'll be answering the radio to police officers on the ground or giving officers details about ongoing incidents and sending them to help people.
- You will also help our officers by conducting records checks for them over the radio and carrying out some telephone enquiries with victims, witnesses, suspects and partner agencies.
- You will enjoy problem solving, prioritising and making risk based decisions.
Once you're experienced in one role, you can go on to learn both CrIB and Incident Control to add more variety to your work. There are also supervisory roles within the department offering competitive salaries.
Policing for most people is a whole life career and many who start in the Crime and Communications Centre go onto other roles in the police service. The training, experience and confidence for policing you will gain will hold you in good stead for your future career.