Communications Operators
Training and development
Sometimes calls can be distressing or difficult. So, to help our Communications Operators handle them as effectively as possible, we provide a good level of training, development and support.
This covers everything from the type of calls you'll receive and the kind of crimes callers will be reporting, through to how best to communicate and offer excellent service. Throughout this initial induction there are a number of knowledge checks, most of which are not pass or fail. However, at the end of each IT element, there are tests which must be passed to allow access to the relevant systems. In the event of one of these tests not being passed, an opportunity for further coaching and a re-take exists.
During this initial introductory training (which lasts for around 20 weeks), you'll also work alongside a qualified coach mentor in the Force Communications Room. Effectively your “buddy”, the coach mentor is there to provide support and advice until you reach a level where you're competent and confident enough to handle (and log) calls on your own.
During the first year of employment, we ask all new Communications Operators to complete a Personal Development Portfolio. This helps us make sure you reach a recognised level of competency, and provide additional training and support where necessary.