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Call Handler (Force Contact Officer) (Ref 24-055)

Cleveland Police Logo
Closing Date: 12/08/2024
Job Role Public Services
Working Hours Full Time
Location Middlesbrough
Salary £23,121 - £27,351 Career Graded (plus shift allowance and weekend work enhancement)
Company Cleveland Police

Job Description

Post: Call Handler (Force Contact Officer)

Salary: Scale 3 / 4 – £23,121 – £27,351 Career Graded (plus shift allowance and weekend work enhancement)

Allowances: 20% shift allowance and 271.05 hours weekend work enhancement.  This equates to approx. £7,800 (gross) per annum in addition to yearly salary (figure based on a starting salary of £23,121)  Allowances are paid from day 1 in post.

Hours: Full Time – 37 hours per week

Contract Type: Permanent

Location: Cleveland Police Central HQ, Hemlington, Middlesbrough


Force Contact Officers work shifts over a 24 hour period, 365 days a year and answer all emergency 999 calls and non-emergency 101 calls, as well as deploying resources to police incidents across Cleveland.  We will provide you with the highest standard of training to manage the different situations you may face.


The Force Control Room takes an average of 1100 calls a day, where no two calls are ever quite the same. One minute you could be creating an incident for a road traffic collision, the next, you might be taking a report of an ongoing disturbance.   Although at times the situations you will encounter may be distressing, life threatening and challenging, it is a hugely rewarding job where no two days are alike and you will feel an immense sense of satisfaction knowing you have helped someone at one of the worst times of their life.


There will also be routine jobs to deal with such as administrative tasks associated with the role.  Whatever the situation, we always strive to provide the highest quality of service to our customers.   You’ll be part of the wider policing family helping to keep Cleveland safe, identifying and responding appropriately to those who are most vulnerable in our communities, as well as being 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.


If you’re interested in joining the team, we’re looking for motivated people who are excellent team players with the ability to work unsupervised and use their own initiative.   In particular, if you have excellent communication skills, customer service skills and IT skills with the ability to work calmly and effectively under pressure along with empathy and resilience, then you could be an excellent addition to the team.


Click here to view the job description.


Click here to view the recruitment and selection process.


Click here to view the shift pattern.


Please note this is the current shift pattern within FCR for Call Handlers, however, all shift patterns across the Force may be subject to review to meet operational demand.  Should this be the case within Force Control Room all Officers and Staff will be formally consulted with.


If successful, in training you will initially work Monday – Friday, day shifts, followed by a variation of the full time shift pattern.  Once your training is complete you will work the attached shift pattern.


Your shift allowance and weekend work enhancement will be paid from commencing with us even whilst in your training period.


Click here to view Frequently Asked Questions


As a Force Contact Officer you will be eligible for 24 days annual leave, increasing to 29 days upon completion of five years service.  Other benefits also include the opportunity to join the Local Government Pension Scheme which offers a secure and flexible way to access a pension based on career average earnings, further details of which can be found here: https://lgpsmember.org/toj/thinking-joining-key.php.  A discount scheme for emergency services staff is also available.


Please submit your application form and we will be in touch to advise when your application has been through the shortlisting process.


If you are a trained Dispatcher, you would not be required to go through the Call Handler (Force Contact officer) recruitment route as a separate advert for Dispatchers is currently available.  To apply for the position of Dispatcher please click here.


More information on the role of Force Contact Officer is available on our careers site.


It is vital that our Force Contact Officers are able to deal effectively and sensitively with issues reported across Cleveland’s diverse communities.


At Cleveland Police we are committed to advancing equality, diversity and inclusion, and are actively seeking to reflect the communities we serve. We encourage applications from individuals across all diverse communities particularly those of Black, Asian and Minority Ethnic backgrounds.  The information supplied on the equal opportunities section of the application form will be used to determine if you are eligible for positive action support to be offered to you.  All appointments will be made on merit.


Regardless of the applicant, this role is on current Cleveland Police Terms and Conditions as per Police Staff Council.


Apply Now!

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