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Key questions

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Key questions and answers for those thinking of applying to become a communications operator.

What's the main function of the Force Communications Room (FCR)?

It's twofold. The team in the Demand Hub receive all emergency and non-emergency telephone calls from the public, transferring incidents to the control room when necessary.

In addition, the team are responsible for recording crime within Cambridgeshire, in accordance with the National Crime Recording Standards and Home Office Counting Rules.

Following an initial telephone investigation, all non-mandatory attendance crime reports are taken over the telephone from members of the public.


What kind of calls will I be handling?

You'll handle 999 emergency calls and 101 non-emergency calls.

A 999-emergency call is usually made when a crime is in progress, or the suspect is still in the area. Another reason why people call 999 is because someone is injured, or their life is at risk.

The 101 non-emergency line is there for members of the public to report incidents that have already happened. They may be less urgent, but are no less important.

Non-emergency calls could be about almost anything, from noisy neighbours and stolen property, to vandalism and fly-tipping.


Where will I be based?

The Demand Hub is based at our headquarters, in Huntingdon.


What kind of skills will I need to apply?

You'll need to be a confident and enthusiastic person, with great listening skills. You’ll be able to remain calm in pressurised situations, and you’ll be comfortable talking to a caller while they wait for police assistance to arrive.

You'll also need to be a natural problem-solver who works well as part of a team, with a flair for providing excellent customer service.

A background in retail or a call-handling environment would be useful, but not essential: we offer plenty of training and support.


What are the hours like?

Calls can come at any time, so there is a core shift pattern which covers 24 hours a day, seven days a week.

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