POLICE COMMUNICATIONS CENTRE TRAINING
Taking Police 111 calls is a specialised job. Staff are selected for the specific requirements of the role.
Police Communicators have to be good listeners, show sound judgement and common sense, and stay calm in a crisis. They have to multi-task under pressure.
Applicants must pass through a rigorous selection process. This includes computer skills, psychometric testing and a panel interview, followed by a security clearance.
Communicators' training
Once accepted, trainees spend time on patrol with police units and in the Communications Centre with trained Communicators.
Following that, they undergo six weeks of intensive classroom training. This covers the technical skills needed to use the Communications Centre and wider Police computer systems.
They also learn how to ask questions, give advice and process calls relating to a range of offences and incidents. Some of these are:
- family violence;
- missing persons;
- disorder;
- weapons;
- sexual offences;
- harassment;
- sudden death and attempted suicide;
- assault;
- property damage and arson;
- theft, burglary and robbery;
- fraud;
- trespass;
- animal cruelty and dog control;
- drugs;
- search and rescue;
- traffic;
- car conversion;
- bomb scares and national security.
Communicators often take 111 calls from people (including children) who are highly emotional, stressed or frightened. Drunk and abusive callers are common. Training is provided to help Communicators deal professionally with stressful calls and difficult callers.
Dispatchers' training
Staff who want to go on to become Dispatchers go through a specialised course on managing the Police response to incidents. This includes training in police radio protocols, arranging cordons and coordinating with the other emergency services.
Coaching / mentoring
Once the training is completed, a coach / mentor is assigned to ensure the transition handling live calls is as smooth as possible.
The coach provides further education and support. They work with the trainee until they are able to work solo.
Trained to help
Police Communications Centre staff often say the best thing about their job is being able to help people in times of crisis.
Their training ensures they have the skills to stay calm, reassure the caller, gather the necessary information and organise an emergency response.
