Profile
What's it really like working in the Force Communications Room? Here's what one of our current Communications Operators had to say about their role with Hertfordshire Constabulary.
Andy Brent
Life as a Communications Operator can be very unpredictable, but one thing's for certain – it's never dull. To begin with, the shift work makes things interesting. Okay, so it's not something that will suit everyone, but I like it because I'm able to have time off when everyone else is out at work (including three days in a row when I come off the night shift), and the different shift patterns bring with them their own specific challenges.
For example, weekday office hours (from about 9am until 6pm) usually see me answering calls from, and more often than not, making calls to the general public. These can be about anything – it could be someone phoning to report their vehicle has been broken into, or it could be me calling a person back in order to help them log the theft of a mobile phone. Alongside this, I'll quite regularly be speaking to members of other forces in order to log crimes and follow-up on cases.
Evenings tend to involve handling more calls concerning domestic incidents, anti-social behaviour and alcohol-related matters, such as fights and disagreements. Naturally, it can be quite demanding talking to people who are distressed, angry or upset, but there are always moments of light relief such as when someone calls you intent on booking a taxi home from their night out – not a service the police provide unfortunately!
In terms of the training I've had, it's been really comprehensive. It lasted for about 20 weeks and, although that might seem lengthy, it's absolutely essential to prepare you for the sheer variety of calls you'll handle. And of course, I had to learn technical and practical skills too, such as how to access and use the Crime Information System and Police National Computer (the database that holds details of people, vehicles, crimes and property).
Even when you've finished your training and are handling calls alone without a mentor, you're never really on your own. If you need any help or support, the rest of your team are always there. What's more, because they're from all kinds of backgrounds and age groups, they're able to offer a wide range of good advice, whatever the situation.
Finally, there's quite a few possibilities for career progression. Obviously you can move up to Team Leader level, if that's what you want to do. But the really great thing about being a Communications Operator is the many elements of police work I have a hand in, from crime process and intelligence through to investigation.
Because of that, I've grown to understand how the force works and as a result, I could potentially move into all kinds of areas. I could go into Controlling, and communicate directly with Police Officers out on the beat. Alternatively, I could make the leap into Crime Management or Investigation. At the moment however, I'm perfectly happy where I am.