Emergency Call Handler (Contact Management Operator)

Do you thrive under pressure? Can you stay calm, think fast, and make a real difference when it matters most? If so, Lincolnshire Police needs you in our Force Control Room.

As a Contact Management Operator, you’ll be more than the person who answers the phone - you’ll be a lifeline. Whether it’s a 999 emergency or a 101 call, you’ll listen, reassure, and act with purpose. Your voice could bring clarity in chaos, support in distress, and help when it’s needed most.

You will identify and assess risk, playing a key role in keeping Lincolnshire safe by helping those in need and protecting from harm. You will ensure that all 101 non-emergency, 999 emergency calls and online contacts are dealt with promptly.

You will record incidents, investigate and resolve enquiries. You’ll be required to gather sufficient details to assess risk, and use listening skills to log key information quickly and accurately. You deal with people often in emergency situations, and may encounter life-threatening situations, therefore it is essential that you are able to communicate effectively, are able to adapt your style and are calm under pressure.

As part of the frontline, you’ll be able to help people across the Lincolnshire community every day, to be successful at this role you will need:

• to be able to deal with conflict and difficult situations.
• to have excellent communication skills
• to be able to receive information and extract the key points to initiate appropriate action.
• to be able to record information accurately and concisely.
• excellent typing skills and IT skills, including Microsoft Office packages.
• a good knowledge of Lincolnshire.
• to be able to work as part of a team

Recruitment Process

As part of the selection process, candidates will be required to complete a series of assessments after shortlisting and prior to interview.

These will include

• A spelling competency test
• A typing test
• A transposition/ listening exercise based on a fictitious incident
• Testing will be conducted remotely via Microsoft Teams.

Essential Requirement

When you join us as a Contact Management Operative, you will be required to attend a classroom-based course where our expert trainers will guide you through how to use our systems and will provide you with the necessary knowledge you need to start you call handling career. On completion of the learning, you will then work with your tutor, taking live calls in the Force Control Room.

To undertake this role, candidates must attend a 7-week training course commencing on 15 February 2027. The course will be delivered on a full-time basis throughout this period.

Attendance for the full duration of the course is mandatory. Candidates who cannot commit to the entire course will not be considered for the post.

Why Join Us?

• Be part of a team that saves lives and protects communities.
• Comprehensive training and ongoing development.
• Opportunities to progress within Lincolnshire Police.
• A role that truly makes a difference, every single day.

Proud to lead, ready to serve, committed to safer communities?

Ready to answer the call?