Behind every 999 call is a person in need of help, and behind every answered call is a contact handler ready to respond. As a first point of contact in an emergency, they must stay calm under pressure, quickly assess the situation, and gather critical information, all while supporting people through some of the most distressing moments of their lives.
Since joining as a contact handler in 2011, Ian has answered thousands of calls. Despite the pressure of the role, his passion for helping others is as strong as ever.
“With my hand on my heart I can say I still love it,” Ian said. “It is challenging at times but also especially rewarding. I get a real buzz from helping people.”
From life-or-death emergencies on 999 to non-emergency 101 enquiries, no two calls are the same. For Ian, one of the most important parts of the job is quickly finding out where a caller is so help can be sent.
“Straight away you need to get their location,” he explained. “When you can say, ‘we know where you are and we are on our way, we are sending help.’ you can almost hear their relief.”
Callers are often distressed, frightened, or struggling to communicate – so staying calm is all a part of a call handler’s job.
“These people are in their moment of need,” Ian said. “You need to stay calm. It’s important to give them reassurance, keep them calm, and keep them on the line.”
Once a call has been passed to officers, contact handlers often move straight onto the next call sometimes without learning the outcome. While experience helps them manage the emotional demands of the role, there are times when they know a situation may end tragically. Read more about how we support our colleagues through trauma and challenging incidents.
The variety of calls is a unique challenge. Alongside emergency 999 incidents, contact handlers also deal with non-emergency 101 enquiries, but not every call is a police matter. From people reporting lost keys or mobile phones, or some of the more unusual requests, the contact team regularly redirect callers to the most appropriate support. In Ian’s words, “You have to be ready for anything.”
For most people, calling 999 is something they hope they never have to do. But when they do, they can be confident there will be a dedicated contact handler on the other end of the line, ready to listen, gather the information officers need, and help them through one of the most challenging moments of their lives.
It’s a role that demands resilience, empathy and the ability to think clearly under pressure. For Ian and his colleagues, it is also an opportunity to make a real difference every day, helping to keep communities safe and supporting people when they need it most.
Are you ready to take your first steps into policing as a contact handler? Search our vacancies and find out if we’re recruiting.
Image credit: Simon Greener/Newcastle Chronicle
