Operating 24/7 365 days a year , the Force Contact & Control Centre (FCC) is at the very centre of our operations. It’s a fast paced ever changing environment which is right at the heart of the action for the Police service within Gwent and as the very first point of contact, our team are key in delivering the highest quality and most efficient service to our communities and contribute to the overall experience of dealing with the Police.
FCC Operators are highly trained and skilled, dealing with all emergency calls received through 999, all non-emergency calls received via 101 and the Switchboard and the demand we receive digitally via social media, email and online reporting. The FCC takes more than 1500 contacts a day, including reports about serious crime, traffic collisions, anti social behaviour, domestic abuse, mental health and missing persons. Every single contact is different and our teams strive to gather and record the information they need to assess threat, harm, risk and vulnerability , to enable them to make the decisions of how the callers need is best met – a real chance to make a difference
In addition to recording incidents and giving advice, the operators are also responsible for the dispatch and control of police resources, making sure the right officers are in the right place at the right time. They are also trained to record and investigate certain types of incidents and crimes all with the aim of giving the most effective and efficient service to the caller.
Whilst it is a highly responsible, challenging and varied career, it is also incredibly rewarding and fulfilling with lots of training and development opportunities.
Having the ability to help someone in their hour of need and make a real difference can be life changing, not just for people who need the Police but the Policing family too. Whilst some calls can be exciting, many are highly emotional and it’s the responsibility of the Contact & Control team to remain calm, whilst reassuring the caller and gaining all the vital information.
We are looking for positive enthusiastic and ambitious applicants who want to make a difference and deliver a great quality of service to the public. Individuals who have transferable skills who are looking for a new opportunity to develop, gain knowledge and new experiences then this may be the job for you! You’ll be part of a well established team, supported via a rigorous extensive training programme to support you in developing the skills and knowledge to fulfil the omni competent role.
We are committed to achieving a workforce that is representative of the communities we serve. In doing so, we encourage individuals from our BAME, disabled and LGBT communities to consider future opportunities. For more information, please contact our positive action team.
When you join Gwent Police, we'll make a wide range of benefits available to you:
Your starting salary (once on full 24/7 shift pattern) will be around £25,000 per annum.
Your salary will rise to around £31,000 once fully competent after progressing within the 16 month probationary period.
23 days, increasing to 25 days once you are fully competent.
8 Statutory public/bank holidays, taken on the designated day or, if this falls on one of your working days, you will be entitled to take an alternative day. Part-time employees have bank holidays on a pro-rata basis.
We welcome applications from people of all different backgrounds, cultures, religions, ages, genders and sexual orientation. However, there are some eligibility conditions that all applicants will need to meet, so you need to check that you meet our requirements before submitting an application.
You need to be 16 or over to apply.
Applicants should be British Citizens, or passport holders from a full EU Member State. You can also apply if you're a Commonwealth citizen or foreign national who is resident in the UK with indefinite leave to remain.
You must have lived in the UK for three continuous years, immediately prior to application.
If you have a criminal record, this doesn't mean you're automatically ineligible. It depends on the nature of your conviction. Please declare any caution or conviction on your application form. Failure to do so will result in failing the vetting process due to integrity issues.
If you are struggling with debt, you may still be able to apply. You just need to supply us with evidence of your ability to manage your debts successfully. However, if you have any outstanding County Court Judgments or you are an un-discharged bankrupt, then you are automatically ineligible.
Tattoos which are offensive, garish, prominent or numerous are not acceptable. Please supply photos and measurements of any tattoos along with your application.
If successful you will be employed subject to a 16 month probationary period. The reason for the length of this probation period is because we spend a lot of time ensuring you receive all the necessary training and support. This gives you enough time to learn, gain confidence and become Omni-competent within the role.
You would start on grade 3 and initially undertake Call Handling training. The first 6 weeks is classroom based and weeks 7-13 inclusive you will remain Monday to Friday 37 hours per week undertaking the role and additional training and mentoring including training in Crime Recording & Management at Source. During this phase of training any substantial annual leave cannot be accommodated due to impact on progress and lack of availability to rearrange. At around your 14th week of employment you will join the shift pattern and receive the relevant shift allowance. This means you will start to receive the 20% enhancements plus you can claim for weekend enhancements (this equates to approximately a further 14.28%)
You will subsequently be assessed for competence in the Crime Recording and Management at Source element of the role and once you have once you have achieved competence in you will move to Grade 4. Finally, you will progress to the 3rd phase of your training which is the Dispatch element. When you are fully competent in this area you will progress to a Grade 5. You will also be required to Tutor and assist other staff with their development once you have achieved full Omni competence.
Given operational, resourcing and training requirements & the varying times of individuals demonstrating their competence, it’s impossible to guarantee at what point within the 16 months the change in grade will happen. What we can guarantee is that by the end of the 16 months you will be on the grade 5 spinal points.
The shift system is a 6 on, 4 off system which, as a guide is:
two day shifts (0700- 1700/0900-1700/0700-1500)
two afternoon /evening shifts (1100-2100 or 1300-2100 or 1700-0100)
and two evening or night shifts (1700-0300 or 2100-0700).
The rota is published at least a minimum of 3 months in advance. This shift system covers 365 days a year and includes Bank Holidays. If you work the full shift pattern you are entitled to a 20% shift allowance and enhanced rates for working on the weekend. In addition to the annual leave, every member of staff also has an entitlement to 8 statutory Bank Holidays in a year and these days will be given to you but not necessarily on the set Bank Holiday dates. If working on a Bank Holiday, you are paid at a higher hourly rate.
The application process
To pass this stage, you'll need to fill out a competency-based application form.
If you pass the basic eligibility criteria, we'll assess your answers to the competency-based questions (detailed on the role profile).
Please be aware that if you are applying for a role graded at 5 or lower (this will be stated on the advert), you will only be required to evidence a minimum criteria (usually attainments, knowledge and experience, although exact details will be confirmed on the role profile).
Try to answer the questions as carefully and as fully as you can.
Please also be mindful of your spelling and grammar.
If applying for the role of a communication suite operator, you will be required to pass an assessment session prior to being invited to an interview.
The assessment centre will start with an activity designed to be an ice-breaker - it will not contribute to the marks but is designed to introduce and relax candidates and staff. Following the ice-breaker, you will be expected to complete four different assessment activities, each of which will be explained to you at the time.
The first assessment has been designed to test your ability to extract and record relevant information from simulated telephone calls.
The second assessment tests your thought/logic process. You will need to assess situations and use your judgement to measure the situation against set criteria.
The third is a test of your ability to multi-task. You will be expected to listen to information and pick out relevant details while recording it in the correct place.
The fourth is a test of your listening and keyboard skills during which you will be listening to a transcript that you will be required to type at approximately 30 words per minute. Spelling mistakes will be penalised in this activity.
This will be a competency based interview in line with the advertised competencies relevant to the role (detailed in the role profile). In addition, this may include some questions designed to help us find out more about your skills and attributes.
Following interview, you will need to provide a three-year reference history and pass through a thorough security vetting process. In addition, for some roles you may be required to attend a drugs and biometric appointment (which forms an enhanced vetting process) and a health check appointment to ensure any reasonable adjustments are recommended and arranged prior to appointment.
Once you have completed all pre-employment checks, you will move to the next stage of the process.
For uniformed roles, you'll be allocated a place on the next available intake and allocated a uniform fitting appointment.
For staff roles, you will receive information about a start date, be provided with an offer letter, the terms and conditions applicable to the role and receive contact from your line manager.
Our equality and diversity objectives are enforced through an established Equality and Diversity Board. This demonstrates our commitment to ensuring we consistently treat our colleagues and public with fairness, dignity and respect.
Our employee assistance programme is provided by CareFirst, is free to all and available 24 hours a day all year round, providing confidential support for problems that can affect performance, health, and mental and emotional wellbeing.
We offer an Occupational Health and Welfare Unit to help maintain both your physical and psychological health while at work. The service is confidential and includes a counselling service.
The Occupational Health team aims to support attendance and effectiveness by working proactively to minimise health risks and to promote individual responsibility for health, fitness and wellbeing. You are also eligible for a free eye test.
There are many sports teams for you to join from running, hockey, fishing and football. There are also free gym facilities at a number of our sites.
We have a full occupational maternity leave policy available to all employees of Gwent Police. 52 weeks maternity in total: 18 weeks at full pay, 21 weeks of statutory maternity pay, and 13 weeks of no pay. This is subject to length of service. We also offer an adoption leave policy.
There are a range of associations, networks and groups supporting our workforce and Gwent Police has a range of initiatives and schemes to help colleagues develop.
Our staff networks offer support and friendship to our officers, staff and the local community alike. They work to support and advise colleagues nationally and we are proud of the active part they play in influencing policing across the UK.
The networks and associations include:
The Disability Support Network
The Women in Policing Network (GWiP)
The Gwent Police Ethnic Minority Association (GEMA)
The LGBT+ Network
The Christian Police Association
The Mental Health Support Network
Police Sport Gwent
Police Superintendents Association
Welsh Speakers and Learners Network
The Police Federation.
Only Police Officers can join the Police Federation, if you opt to join the Police Federation, you can choose to join a life insurance scheme with awards payable to your spouse or partner, and to any dependents. In addition to accessing crucial illness and sickness cover, you can take out insurance, at a preferential rate, to cover any legal expenses connected to your job, and also benefit from the best rehabilitation facilities.
To promote healthy journeys to work, Gwent Police and Cycle Solutions have working together to provide staff and officers with the opportunity with a new bike and safety equipment, with big discount off the total price, spreading the cost over 18 months.
Lifestyle and organisational discounts including gym memberships (as well as on-site gyms), restaurants, takeaways, travel, financial products, an eye care scheme and more.
When you join Gwent Police, we'll make a wide range of benefits available to you.
Annual leave - For an administration role, annual leave starts at 23 days, and rises to 28 days, dependent on your length of service. In higher graded roles, the annual leave allowance is increased.
Bank holidays - Gwent Police allows leave for eight statutory public/bank holidays, pre-determined by the UK Government.
Part-time employees have bank holidays on a pro-rata basis.
Annual leave - 22 days, increasing to 30 days with length of service.
Bank holidays - 8 Statutory public/bank holidays, taken on the designated day or, if this falls on one of your working days, you will be entitled to take an alternative day. Part-time employees have bank holidays on a pro-rata basis.
Employees can join the Local Government Pension Scheme, which is a contributory pension scheme.
Gwent Police realises the importance of a work/life balance and has good policies in place for maternity/paternity, shared parental leave, time off for dependents, voluntary reduction in working hours, right to request to work flexibility and job share.
Depending on the role you're applying for, there will be various working hours. Some roles, like those in our Force Communication Suite, for example, will be on a fixed shift pattern, while many office roles (up to principal officer posts) have the benefit of flexi-time working and agile working.