Emergency Contact Handler Review
at Northumbria Police
Level 3 Apprenticeship
Customer Service
South Shields
Review Submitted: April 2025
Overall Rating
4.9 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
5/5
-
Overview of Role
5/5
-
Skills Development
4.6/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
I am responsible for being the first point of contact for members of the public, taking emergency and non emergency calls. I have to ensure that I risk assess each call/ incident, and grade incidents appropriately for either deployment or an appointment, in line with force policy.
To what extent do you enjoy your programme?
5/5
I love what I do and I feel that where I am now is very aligned with my personal values. It has been difficult, it's been a bit of a steep learning curve, but I love to be challenged as that is when I feel I learn more.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Yes! It's a completely different job to what I have had previously and whilst I have worked in fast paced environments and communicated with the public - this environment is different. I've strengthened these skills whilst also learning more about negotiating, risk assessments and IT skills.
Structure and Support
How well organised/structured is your programme?
4/5
The majority of learning for this role has been on the job, that is when I feel I have learnt the most too. There was a good solid class room basis, followed with mentoring before being in the room. I feel at times that due to the nature of the role, it was difficult to fit the written work around the role, and this could be improved.
How much support do you receive from your employer?
5/5
There is a lot of support in the room, the mentoring phase was very supportive and this continued through team leaders in the room. No question is a silly question which is good when working in a role like this that is so varied from call to call.
How much support do you receive from your training provider when working towards your qualifications?
4/5
Support is good, everyone is more than happy to help if you have any questions and always contactable. Support is given regularly through visits and written work feedback.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I feel that by doing the training for my qualification I have a deeper understanding of why I need to do things a certain way, and how to do things as per best practice. This means I will be able to perform to the very best of my ability and maintain high standards moving forward within my role.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
Yes - there are sports and social societies and other volunteering opportunities that you can do alongside work if you wish. There are also things going on within the work place and plenty to get involved in.
Recommendations & Advice
Would you recommend Northumbria Police to a friend?
Yes
Why?
I love working here, and I feel that this is my place. I think because I love what I do, what the objectives of the force are and I love helping others, whilst doing the right thing for the right reasons - I would recommend Northumbria Police to anyone else that feels the same way and who wants to make a difference. It's a hard job, but this is acknowledged in the support that we receive and it's very rewarding.
What tips or advice would you give to others applying to Northumbria Police?
Ensure that you understand the force values and ethics, research the role and a little bit about Northumbria Police and show your enthusiasm for doing the right thing for the right reasons!
