Dispatch Controller
Role Purpose
To provide a professional dispatch and incident resolution service on behalf of the Force, and dispatch the most appropriate resource first time, prioritising incidents and allocating resources based on risk and importance. Co-ordinate the initial response to, and the on-going management of incidents using a range of systems.
Key Accountabilities
• Receive, critically assess and respond to incoming telephone calls from the public as a first point of contact, maintaining high levels of customer service, manage customer expectations and meet national and organisational service level agreements and take appropriate 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.
• Prioritises incidents, assesses risk and identifies the appropriate action to provide a resolution or determine the appropriate agency, deployment grading and priority of calls in order to direct officers and resources according to priorities.
• Manages and escalates immediate and high priority incidents effectively, dispatching resources and relays instructions to the ground command, and record progress of the incident to successful resolution to ensure the public is protected and the safety of police resources is maintained at all times.
• Liaises with other emergency services and external agencies to co-ordinate an appropriate response to incidents.
• Manages customer expectations regarding the service that can be provided by giving advice and taking appropriate action.
• Contribute to the initial response to and subsequent co-ordination of the Force’s continuing reaction to critical incidents and implement relevant Action Plans in response to incidents.
• Monitors interoperability arrangements and provides effective communication throughout to ensure incidents are resolved appropriately.
• Operates a range of communication systems including the police radio, computer and telephone to communicate with officers in the resolution of incidents and promote high levels of customer service.
• Maintains accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.
• Use a variety of applications and systems to maintain and update incident records, audit trails and resource availability to measure and improve performance.
• 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.
Behaviours
All roles are expected to know, understand and act within the ethics and values of the Police Service.
The Competency and Values Framework (CVF) has six competencies that are clustered into three groups. Under each competency are three levels that show what behaviours will look like in practice.
It is suggested that this role should be operating or working towards the following levels of the CVF:
Resolute, compassionate and committed
Inclusive, enabling and visionary leadership
Intelligent, creative and informed policing
Education, Qualifications, Skills and Experience
Prior Education and Experience:
• Educated to Level 2 or equivalent or relevant work experience.
• Awareness of the GDPR.
• May hold typing/keyboard and/or IT qualifications.
• Experience in the use of telephone and radio equipment.
Previous experience in a customer service environment.
• Experience in working in an environment dealing with challenging or vulnerable people.
• Previous experience of dealing with people, often in confrontational or delicate / distressing situations.
Skills:
• Effective communication skills – to be able to adapt their communication style to the situation, able to listen to others and respond in a calm and reassuring manner.
• Able to produce concise reports or other documents.
• Good keyboard skills and able to type at 30wpm.
• Able to use standard IT packages, systems and/or databases to fulfil role requirements.
• Able to breakdown problems into component parts and determine appropriate action.
• Able to interpret and apply guidance to a specific activity.
• Work effectives in a team to achieve shared objectives, demonstrating an awareness of individual differences and providing support as required.
• Able to review own performance objectively and take steps to maintain and enhance competence and professional standards appropriate to the role.
• Able to appropriately prioritise and plan own work.
• Able to proactively develop effective working relationships with colleagues, partners and other stakeholders.
Continuing Professional Development (CPD)
• Maintain up-to-date knowledge and understanding of all applicable College of Policing guidance relating to information, intelligence and call handling best practice.
• Maintain knowledge of applicable legislation and guidance on the handling of information and intelligence.
• Undertake all mandatory refresher training relating to information handling legislation.
• Maintain a working knowledge of new approaches to call handling, including dealing with difficult and harrowing situations.
Professional Registration/Licenses
Not applicable.
Links to other Profiles
• Contact Centre Officer
• Contact Centre Deputy Operations Manager
• Contact Centre Operations Manager
• Control Room Supervisor