Emergency Call Handler in Birmingham, West Midlands

We’re recruiting Call Handlers to earn up to £32,613 per annum. You will handle emergency calls, assess situations, and coordinate the deployment of officers. Your decisions during live incidents will directly impact public confidence and operational outcomes.

Call Handler benefits:

Call Handlers and Dispatchers working 24/7 shifts can earn up to 33.79% on top of base salary, depending on the rota worked.

• WMP provides an enhanced employer-contribution pension for police staff, significantly above statutory minimums.
• Allowances for Specific Roles / Patterns
• Weekend working allowances
• Shift allowances
• On call or other role specific allowances
• Annual pay progression until the top of grade is reached.
• Discounted e‑vouchers and thousands of retailers offers
• Salary sacrifice schemes (cycle to work, car leasing)
• Net deduction schemes for larger purchases (bikes, holidays, etc.)
• Blue Light Card eligibility offering reduced prices at major retailers, restaurants and leisure providers.
• All new employees receive a free 28‑day bus pass for travel across the West Midlands and a 25% discount for the following two months.
• Police staff discounted rail travel passes, with loan repayment available
• Discounts available at selected NCP car parks across the region.
• Access to professional physical and mental wellbeing support
• Confidential support for personal or work-related issues.
• Financial wellbeing support and guidance services.

Training is included to prepare you for this role

Call Handler role:

West Midlands Police is seeking highly capable, resilient, and dedicated individuals to join our Force Contact Department as Call Handlers or Dispatchers. These frontline roles are critical to public safety and require professionalism, composure, and excellent decision‑making.

You will be the first point of contact for the public during emergencies and the operational link that ensures the effective deployment of police resources across the West Midlands.

Whether you are answering a 999 call or coordinating officers in a live incident, your actions will directly influence public confidence, risk management, and operational outcomes.

Key Responsibilities

• Respond to emergency (999) and non‑emergency (101) calls with
• clarity, professionalism, and empathy.
• Use structured questioning to identify risk, vulnerability, and
• immediate operational requirements.
• Record incidents accurately using police systems and recognised
• risk assessment models, including the National Decision Model
• (NDM) and THRIVE.
• Provide reassurance and guidance to callers, including those
• experiencing distress, trauma, or crisis.
• Identify safeguarding indicators and escalate concerns
• appropriately.
• Work collaboratively with internal teams to ensure timely and
• effective incident progression.
• Deploy and coordinate frontline police units to live incidents
• across the West Midlands.
• Monitor situations through radio communications, system inputs,
• and where appropriate, CCTV feeds.
• Apply NDM and THRIVE principles to prioritise and manage
• multiple incidents simultaneously.
• Provide officers with continuous updates to support situational
• awareness and operational safety.
• Maintain clear communication with supervisors and specialist

units to support incident resolution. Call Handler pay:

£28,914 & up to £32,613 + Uplift on base salary for 24/7 shift working