In profile: Communications Operator

“No two shifts are the same and you’re never really sure what you’ll be dealing with when you start each day. That’s one of things I love most about the job.”

An experienced Communications Operator at North Wales Police, Adam has been with the force for six years.

Communications Operators occupy a vital operational role and are central to our fundamental aim of keeping the public safe.

Based at our Force Communications Centre in St Asaph, they are required to answer 999 calls, often in emergency and distressing situations.

They are also responsible for dealing with non-emergency (101) calls, and digital communications such as live web chats and email enquiries.

For many, Comms Ops are the first point of contact for members of the public who need police assistance.

“To succeed in this role, I think you have to be a strong communicator first and foremost. It also helps to be a strong decision-maker and to be fast-thinking”, said Adam.

“As a call-handler you might be talking to a frightened young child who is reporting a domestic disturbance in their home.

“Since becoming a dad myself, calls like this can really affect you and you know how vital it is to resource these jobs rapidly.

“On your next call you could be talking to an 80-year-old who has dementia and who feels they are in crisis.

“Whatever type of situation you’re dealing with, you need to ascertain the facts quickly and assess the threat accurately.

“When these incidents are passed on to officers by our Dispatchers, we always ensure that officers have as much detail as possible to mitigate risk to them as well as the public.”

Having worked for Flintshire Council previously, Adam was keen to pursue a career in policing and applied during a recruitment window in 2018.

Since joining, he has accrued a wealth of experience and has held an FCC supervisor’s role in that time.

Reflecting on his work with NWP to date, Adam said: “It’s a challenging role, but a hugely rewarding one. Keeping the public and our officers safe is our main priority.

“What I’d say to anyone thinking of applying is ‘give it a go’.

“You’ll get full training and become part of a brilliant and welcoming team here. I’ve made some great friends who I socialise with outside of work.

“Policing really is a team effort, and everyone’s role is important.

“As the first point of contact for the public we have a duty to provide assistance as quickly as we can.

“When we do that, it makes a positive difference to the communities we serve.

“I’d also say that the force offers great welfare support to any of its staff who feel they need it.

“It’s important that support is there, particularly if you’ve been involved in assisting with a traumatic incident.”

Caption: Adam (centre) holds silverware won with the NWP Football team last season.

Through organisations like the Sports Association, the force also provides great opportunities for staff outside of work.

Adam began playing for the North Wales Police football team in 2019 and is currently the team’s manager.

The side competes in two competitions against other UK forces and won the Emergency Services League for the first time last season.

Adam said: “Being involved with team has been great. In your free time you’re travelling to play other police sides and you’re always looked after really well.

“It’s not just men’s football either. If you like sports, the force also has a women’s side, as well as teams for rugby, netball, running, cross-fit, martial arts and so many others.

“All of these are run by the Sports Association and are always open to new members.”

Interested? The recruitment window for Communications Operators is currently open.

If you or anyone you know are interested in applying, you can find out more about the role here: Communications Operator - 2024 intakes - Police Jobs Wales (tal.net)