Contact Officer (Initial Contact) Apprenticeship

Summary

Our Contact Apprenticeship provides the opportunity to earn while you learn. You will complete a recognised qualification in the workplace alongside earning a wage and be given time and support to complete the apprenticeship. You will be the first point of contact for members of the public calling 999 or 101 or using our online service.

Annual wage

£26,106 a year

Minimum wage rates (opens in new tab)

£26,106 to £28,653 (with shift enhancements) 20% shift allowance and 13.45% weekend enhancement, as applicable

Training course

Emergency contact handler (level 3)

Hours

Shift rota tbc (covering 24 hours, 365 days) as required and a flexible approach to working practices, hours, work location and the ability to commute to work in unsociable hours. As this role would involve night shifts candidates must be 18 or over.

37 hours a week

Possible start date

Tuesday 22 April

Duration

1 year

Positions available

30

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

As an Initial Contact Officer for West Yorkshire Police, you will be the first point of contact for members of the public calling 999 or 101 or using our online communication service
One call could be dealing with a victim of a serious assault, the next dealing with a parking issue. Behind every crime is a victim. Some are scared, some are hurt, some need advice but they all start by calling for help
We are looking for people who can ask the right questions, who can cross reference incidents with other sources of information and who can calmly help people in a crisis. We need you to feel confident working in a challenging and fast paced environment, with good communication and IT skills

Where you’ll work

Contact Management Centre

Operational Support

Dudley Hill, Bradford and Laburnum Road, Wakefield

WF1 3QS

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

THE CHIEF CONSTABLE OF WEST YORKSHIRE

Your training course

Emergency contact handler (level 3)

Equal to A level

Course contents

Use appropriate sector specific phraseology.
Operate communication systems.
Operate software systems.
Communicate in a calm manner considering the caller’s circumstances.
Build and establish appropriate rapport.
Use clear language to convey instructions, avoiding jargon and sector specific terminology.
Overcome barriers to effective communication.
Use appropriate questioning techniques to gather relevant information to the incident.
Use appropriate listening techniques to gather relevant information to the incident.
Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
Manage the expectations of the public, colleagues, internal and external partner organisations.
Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.
Identify and assess risk, take action and record appropriately.
Update internal and external colleagues when applicable.
Decide and apply grading or prioritisation guidelines appropriate to the incident.
Analyse information and apply relevant policy, procedures or regulations appropriate to the incident.
Advise on the appropriate course of action, signposting to other organisations when required.
Undertake tasks simultaneously, seeking assistance when necessary.
Complete any resulting actions accurately and efficiently at the end of the contact
Use appropriate sector specific phraseology.
Operate communication systems.
Operate software systems.
Communicate in a calm manner considering the caller’s circumstances.
Build and establish appropriate rapport.
Use clear language to convey instructions, avoiding jargon and sector specific terminology.
Overcome barriers to effective communication.
Use appropriate questioning techniques to gather relevant information to the incident.
Use appropriate listening techniques to gather relevant information to the incident.
Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
Manage the expectations of the public, colleagues, internal and external partner organisations.
Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.
Identify and assess risk, take action and record appropriately.
Update internal and external colleagues when applicable.
Decide and apply grading or prioritisation guidelines appropriate to the incident.
Analyse information and apply relevant policy, procedures or regulations appropriate to the incident.
Advise on the appropriate course of action, signposting to other organisations when required.
Undertake tasks simultaneously, seeking assistance when necessary.
Complete any resulting actions accurately and efficiently at the end of the contact

Your training plan

You will complete a nationally recognised qualification in the workplace alongside earning a wage. During the working week you will be given time to complete the Level 3 Emergency Contact Handling Apprenticeship (which is equivalent to an A-level) and will have support and guidance from our dedicated People Development Unit, mentors and supervisors
You must have passed grades in both maths and English at Level 2/GCSEs 9-4/A*-C or equivalent, in order to progress to your End Point Assessment. If you don't already have these qualifications, then West Yorkshire Police will support you to achieve a Level 2 Functional Skills Qualification in maths and/or English during your training
As an apprentice Emergency Contact Handler, your 12 month programme will begin with an eight week classroom based block of learning where you will learn the knowledge, skills and behaviour required to do the job. Your training will then continue in a development hub for a further eight weeks where you will have the opportunity to put your learning into practice in a supported environment
Following this sixteen week block you will 'learn on the job' and you will have dedicated time away from your normal duties to complete a portfolio of evidence showcasing your progression before your End Point Assessment

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4)
Mathematics (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

Ability to cover shift rota (covering 24 hours, 365 days) as required and a flexible approach to working practices, hours, work location and the ability to commute to work in unsociable hours. Candidates must therefore be 18 or over. Ability to work throughout West Yorkshire as required. Ability to carry out dynamic risk assessments for self.

About this company

Law Enforcement organisation.

https://www.westyorkshire.police.uk/jobs-volunteer (opens in new tab)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

This police staff role in our Contact Management Centre is an excellent way to gain experience to develop into other roles within our organisation. Passing the Initial Contact Apprenticeship Programme will equip you with the minimum academic qualification needed to apply for the Police Constable Degree Apprenticeship. Due to the level of training and time we will invest in you, we require a two-year tenure period before moving onto different roles

Ask a question

The contact for this apprenticeship is:

West Yorkshire Police

West Yorkshire Police Resourcing Team

resourcing.policestaffrecruitment@westyorkshire.police.uk

01924 965408

The reference code for this apprenticeship is VAC1000291140.

Apply now

Closes in 8 days (Monday 23 December)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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