Police Controller - Apprenticeship Thames Valley Police

Our teams are the first point of contact for over 1000 emergency and over 2200 non-emergency phone calls and over 100 interactions via our digital platforms every day. As a Police Call Handler you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community.

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

Apply now

Closing date: 01 Oct 2023

Apprenticeship summary

  • Annual wage


    Please see the Thames Valley Careers site for more information on our benefit schemes

  • Working week

    6 on 4 off 2 earlies ranging from 07:00 to 17:00 2 Lates ranging from 10:00 to 02:00 (Sun-Thurs) or 03:00 (Fri & Sat) 2 Nights ranging from 21:00 to 07:00

    Total hours per week: 37

  • Expected duration

    18 Months

  • Possible start date

    02 Jan 2024

  • Date posted

    25 Aug 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    30 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
  • Managing the despatch of resources and prioritising incidents in line with threat, risk, harm and vulnerability, ensuring that public and officer safety is maintained at all times
  • Making sure Police Officers and other resources have all the necessary information to deal with the incidents they have been deployed too
  • Represent the Police Control Room at various external events such as Reading, Oxford, MK Dons and Wycombe Football matches. Also to perform your controller duties around other large scale events such as Reading Festival, Ascot Race Course, Henley Royal Regatta and other ad hoc events. (subject to extra training, ability and willingness to travel)

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

  • The apprenticeship takes approximately 18 months to achieve. 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 predominately delivered in blocks of learning. The first 5 weeks of training will most likely be based at Kidlington (HQ North or South). After this it will be at the location you apply for

What is the expected career progression after this apprenticeship?

Progression opportunities include:

  • Those within the department and control room, such as becoming a supervisor or/and operational manager
  • Becoming a Police Officer
  • Applying for internal roles within Thames Valley Police

Requirements and prospects

Desired skills and personal qualities

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


GCSE or equivalent English (Grade 4/C) Desired
GCSE or equivalent Maths (Grade 4/C) Desired

Things to consider

Please note due to the sensitivity of the role you must be 18 years or over at point of application For more information on this role and Thames Valley Police as a company please visit https://tvpcareers.co.uk/roles/contact-management-999-101-call-handler/

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 TVP family. This is your opportunity to take on a role with pride and confidence, inspiring change in our communities. It’s a unique and rewarding career. A career worth living.


Thames Valley Police


Abingdon Police Station, Colwell Drive, Abingdon, Oxfordshire

OX14 1AU

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Training provider



CM Recruitment Team


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 Oct 2023