Police Emergency Service Contact Handling Apprenticeship Hampshire Constabulary

You will be trained to work in a dynamic role in the Contact Centre or providing assistance and reassurance to the general public. This is a challenging, fast paced role which is very rewarding and reliant on great team working.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Dec 2023

Apprenticeship summary

  • Annual wage


    14% Shift allowance starting salary = £26 424, rising to £29 738 20% Shift allowance starting salary = £27 734, rising to £31 213 NB The first 5 weeks' training is paid without shift allowances

  • Working week

    You will be part of team that responds to calls 24/7, 365 days per year. This means you will work a shift pattern which includes nights, weekends and bank holidays. Shifts generally follow a 6 on/4 off pattern.

    Total hours per week: 37

  • Expected duration

    12 Months

  • Possible start date

    01 Jan 2024

  • Date posted

    01 Aug 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    10 available

What will the apprentice be doing?

  • Handling emergency and non-emergency calls. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions and recording that information so it is relayed to the officers responding
  • Crime Recording – using our systems to take reports of crime and making sure everything is recorded according to guidelines.
  • Working with partner agencies to record other incidents in which the Police play a role.
  • Signposting members of public to more appropriate agencies when it is not a matter dealt with by Police.
  • Dealing with requests/queries via online platforms.

What training will the apprentice take and what qualification will the apprentice get at the end?

The apprenticeship takes approximately 15 months to achieve (including the End Point Assessment). Once complete, you will receive a Level 3 Apprenticeship in Emergency Service Contact Handling.

During the apprenticeship you will receive structured on and off the job development, which will include classroom training and personalised tutoring, to develop your competence in responding to emergency and non-emergency calls.

The on and off the job development includes the use of communication systems and software, communication skills, risk assessment and decision making, and technical knowledge and understanding of incidents relevant to policing.

The development is delivered in blocks of learning. The first 5 weeks of training will be based at Netley or Southampton and will be classroom based, from 0900-1700 each day.

Phase One:  Initial Training (5 weeks)

This covers your induction to the apprenticeship and Hampshire Constabulary as well as the following:

  • Command structures
  • Role of the Police and the Contact Management Department
  • Data protection
  • Use of Force information systems and intranet
  • Basic law definitions
  • Disclosure
  • Introduction to Forensics
  • Practical assessments

Phase Two: Tutor Unit (6 weeks)

The Tutor Unit consists of several team members who have undergone our in-house tutors’ course. They are experienced staff, who will supervise you in your first few weeks, giving you direct support and feedback on your performance, until you are confident to take calls on your own. They will be close at hand if you should take a call that you are not comfortable with, or require advice. 

Phase 3:  Independent Call Handling 

You will continue to develop in the role of an independent call taker with the help, support and guidance from your allocated tutor and Line Manager. You will have regular meetings with them so your progress can be monitored and targets set.  

What is the expected career progression after this apprenticeship?

You will have the opportunity to be part of a large organisation with all the potential opportunity for development and progression that can bring. Many police officers start off life in other operational police roles, which can provide vital experience that gives them an edge over other applicants.

Once qualified you could look to become a tutor, an Acting Supervisor or Supervisor.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Logical, Team working, Initiative, Non judgemental, Patience


GCSE or equivalent Maths and English (Grade Level 2 equivalent (4+ GCSE)) Desired

Things to consider

The Police are never off duty. You will be required to work a variety of different shifts including nights. Please bear in mind that you will be taking calls from people who may be experiencing distress so that ability to remain calm is essential. Part-time/flexible contracts will be considered after 26 weeks of continuous employment.

About the employer

Preventing and thoroughly investigating crime, supporting victims and bringing offenders to justice. This commitment can’t be achieved by any one person alone; it relies upon a team of over 8,000 staff, officers and volunteers, working alongside partner agencies and the public. Together, we aim to build stronger, more resilient communities; providing a modern police force which meets the needs of the public we serve. Exciting challenges lie ahead – new digital technologies and ways of working are transforming the way we protect our communities. To ensure we deliver a high-quality service, we require the very best talent to be a part of the Hampshire family. This is your opportunity to take on a role with pride and confidence, inspiring change in our communities. It is a unique and rewarding career. A career worth living.


Hampshire Constabulary


Southern Support & Training HQ, Hamble or Southampton Central Police Station

Hamble Lane

SO31 4TS



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Training provider


Apprenticeship standard

Emergency contact handler

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Dec 2023