A quick chat with Mia - 999 Call handler

Ever wondered what it's like to be the calm voice on the other end of the line during emergencies? In this article we sit down with a real-life 999/101 call handler, Mia to uncover the challenges, rewards, and insights into being a Wiltshire Police Contact Centre Operator.?

Can you tell us about your journey to becoming a Contact Centre Operator??

I have worked in the Crime and Communications Centre (CCC), since February 2023 and started taking calls after completing seven weeks of training. I am an Incident Control Operator on team five. My role involves taking 999 calls, dispatching officers and ensuring things run smoothly for our officers.??

What motivated you to apply for the position?

I visited the Devizes Crime and Communications Centre when I was a Police Cadet and was fascinated by how everything worked. I knew if there ever was a vacancy I would love to apply and work here.??

You mentioned having worked at Iceland Foods and travelling before starting your training. How have those experiences helped you in your current role??

I previously worked in Iceland, while I was finishing college, then travelled before starting my training. Travelling exposed me to so many different situations and talking to customers in Iceland taught me a bit about staying calm in tricky situations.??

What specific skills do you find most valuable in your job as a call handler, and how do you ensure effective communication during emergency calls??

Good computer skills and quick typing are crucial for efficiently handling calls. Good communication and listening skills are essential especially during busy moments. Its really important to gather the right information quickly.?

Handling emergency calls can be intense. Can you share some strategies you use to stay calm and focused, especially during busy moments???

It’s easy to get caught up in the moment when its busy and you’ve just taken an immediate call. I tend to try to slow things down, keep calm, better to be slow and steady instead of rushing it and making a mistake! I also make sure to stay in control of the call, gently guiding callers when they start to ramble, I try to ask them to listen and answer the questions. If I do experience an upsetting call, I can take five minutes out, to get a drink, take a walk, it really helps to have a break.??

It's evident that your work has had a significant impact on the community. Can you describe a particularly memorable call that reinforced the importance of your role in helping others??

I’ve had a couple calls, especially when I first started that made me realise the job I’m doing and how I’m helping the community. You do get some upsetting calls where people are having a mental health crisis. I have been told by a member of the public that I’ve stopped someone wanting to harm themselves while being on the phone. I feel proud seeing the difference that being on the end of the phone can be for someone’s night.??

What advice would you give to someone new to the role of a call handler? How do you handle challenging situations or mistakes that may arise during the job??

My advice would be just get stuck in and be confident. Remember callers don’t know if you’ve been working here 10 years or 10 minutes, despite your nerves. It really helps to answer the call with that in your mind. If you make a mistake or need help, there’s always someone around.?

Could you share your experience with the application and interview process? How did you find the training, and what aspects of it were the most beneficial??

I found the interview and application process easy and team were helpful. There were people I could email in recruitment if I needed to ask a question, and they were very accommodating when I needed to move my interview date due to travel.??

How has the training prepared you for handling real-life emergency situations??

The training I went through was Seven weeks and brought in a lot of helpful information. We had talks from different departments, telling us about their role and what they need from us. However, the real insights came from on-the-job experience and working closely with my 999 tutor unit. Dealing with real callers helped everything fall into place.?

To Apply for our current Contact Centre Operator intake or learn more about the role visit the Wiltshire Police website.