Information about the role of a dispatch controller, including the role purpose, key responsibilities and the skills required.
About the role
A dispatch controller is a control room position within the operational support sector of policing. It's a service deliverer role in the policing professional profiles.
Role purpose
To provide a dispatch and incident resolution service on behalf of the force, dispatching the most appropriate resource first time, prioritising incidents and allocating resources based on risk and importance. Co-ordinating the initial response to, and the ongoing management of, incidents using a range of systems.
Key responsibilities
Key responsibility statements show the accountabilities for someone in this role. They focus on what is done, not how it is done.
- Prioritising incidents, assessing risk and identifying the appropriate action to provide a resolution or determine the appropriate agency, deployment grading and priority of calls to direct officers and resources according to priorities.
- Managing and escalating immediate and high priority incidents effectively, dispatching resources and relaying instructions to officers and staff, and recording progress of the incident to successful resolution to ensure the public is protected and the safety of police resources is always maintained.
- Liaising with other emergency services and external agencies to co-ordinate an appropriate response to incidents.
- Contributing to the initial response to and subsequent co-ordination of the force’s continuing reaction to critical incidents and implement relevant action plans and procedures in response to incidents.
- Using interoperability arrangements and providing effective communication throughout to ensure incidents are resolved appropriately.
- Operating a range of communication systems including the police radio, computer and telephone to communicate with officers in the resolution of incidents and promote high levels of customer service.
- Using a variety of applications and systems to maintain and update accurate incident records, audit trails and resource availability to measure and improve performance.
- Analysing and coding reported crimes and incidents to national guidance, filing as appropriate to enable accurate reporting of local crime statistics.
Competencies, values and core skills
The competency and values framework (CVF) provides clear expectations for everyone working in policing. It describes the behaviours required by police officers and staff to be effective in their roles and uphold the Code of Ethics for policing.
Competencies
The CVF has six competencies, which are split into levels. These levels can be used flexibly to allow for a better fit with frontline and non-frontline policing roles, and at different levels of seniority. This ensures that there is consistency throughout all the policing professional profiles. Some roles may contain different CVF levels due to the specialist nature of the role. Those working at higher levels should also fulfil the requirements of the lower levels.
This role should be operating at or working towards the following competencies.
- We are emotionally aware – Level 1: practitioner
- We take ownership – Level 1: practitioner
- We collaborate – Level 1: practitioner
- We support and inspire – Level 1: practitioner
- We analyse critically – Level 1: practitioner
- We are innovative and open-minded – Level 1: practitioner
Values
The CVF has three values. These values apply to everyone in policing, regardless of their role or seniority.
Core Skills
All roles in policing have nine core skills in common. Skills are split into levels that represent the different levels of policing.
This role should be operating at or working towards the following core skills.
- Communicating and influencing – Level 1
- Problem solving – Level 1
- Performance management – Level 1
- Relationship management – Level 1
- Change management – Level 1
- Managing people – Level 1
- Managing resources – Level 1
- Planning – Level 1
- Use of IT – Level 1
Education, qualifications and experience
To achieve effective performance in the role, the following standards, training and qualifications should be met.
Previous education, qualifications and experience
- Educated to level two or equivalent, or relevant work experience.
In-role education, qualifications and experience
- None specified.
Continuing professional development
Continuing professional development (CPD) enables everyone in policing to develop and gain recognition for their professional skills, knowledge and competence.
CPD ensures that we continue to provide high-quality policing to keep the public safe and help to drive career aspirations. Discussion of CPD is usually included as part of professional development review (PDR) conversations.
Learning and accreditation
- Complete all core training and learning as required by the force.
- Any exemptions to learning and accreditation requirements are at chief constable discretion, in line with the local force policy.
Professional development
This role should consider the following CPD:
- maintaining up-to-date knowledge and understanding of all applicable legislation and College of Policing guidance relating to information, intelligence and call handling best practice
- undertaking all refresher training relating to information handling legislation
- maintaining a working knowledge of new approaches to call handling, including building resilience and protecting your own wellbeing when dealing with harrowing and difficult situations
Related roles
You can find other service deliverer roles in the: