Answering the Call: Paul’s Journey as a Call Handler Apprentice

From the nerves of his first call to making a real impact in people’s lives, Paul’s apprenticeship as a call handler has been filled with growth, challenges, and rewards. In this blog, he reflects on his journey and the true meaning of being a lifeline during critical moments.

How long have you been with TVP, and how has your journey unfolded?

I joined the January 2024 cohort and have been taking calls solo for over 10 months now, although it was quite daunting. It all began with just over five weeks of classroom training, followed by several weeks with a tutor. Being with a tutor was a lifeline at the time, and the thought of them not being there was quite scary. But rest assured, they only let you “free” if you’re ready. Since then, it has been one learning experience after another and very rewarding in many ways.

What inspired you to pursue an apprenticeship with TVP?

I have come to realise that my purpose in life is to help other people and not be all about me. When I read the role description in the job advert, I recognised that it was a role where I could be there for people in their time of need and help facilitate a way for them to get through whatever it is that they are going through at that moment. During the application process, I was offered the chance to listen to some calls for a couple of hours, and one of them hit home hard. It was a female whose husband with dementia had left the house, and she was distraught. Seeing the call being taken, the response by the call handler and in the control room was really powerful to me because my mum had had to make similar calls herself. I realised that I could be the person at the end of the phone line, and I wanted to do it even more.

Can you share a memorable moment or achievement during your apprenticeship?

After a couple of months of taking calls on my own, I had a shift where I had taken a series of 999 calls that were not emergencies. Then, I took a 101 call from a female who was whispering and said that she was locked inside a flat and was being beaten every day. She disclosed that she had paid to come over and had been promised work, but was instead being beaten and used for prostitution. She was scared because they said that when they woke up in the morning, they would beat her again. Although there was a language barrier, we were able to confirm a location, but as it turned out, it was for the block of flats next door to where she was.

Using the translator for the caller and through the control room, we were able to get the caller to gain the attention of the officers outside and direct them to the correct location. The call was dangerous for the caller because her captors could wake at any time and catch her on the phone, so she had to be very quiet. All of a sudden, there was a lot of noise and shouting, and the interpreter thought that the suspects had woken up. But it was the officers gaining entry and detaining them. The efforts of those involved in the call were recognised in the force daily briefing, and the caller herself received the safety and support that she needed.

How has your mentor or support system contributed to your professional growth?

Within the CMC, there is a lot of support in many different forms. You start with a mentor but soon rely on your nearby colleagues for advice and guidance. There is also a lot of documentation available to refer to. People are always willing to help when they are not on a call themselves, and if you take a particularly distressing call, an Oscar 2 or supervisor will quickly check in on you after a difficult call. Occasionally, there will be contact from outside of the team regarding a call you have been involved with to ensure you have the support you need. There are also other groups available to reach out to for support, covering a wide range of areas from financial wellbeing to mental health. You never feel alone. There are also regular training days, newsletters, crime updates, ongoing e-learning, and feedback from our line managers.

What challenges did you encounter during your apprenticeship, and what did you learn from them?

It was a huge learning experience for me, understanding the different types of crime, how we deal with and respond to them, the information we need to collect, and the need to get information as quickly and as accurately as possible while also being empathetic and supportive as necessary. There is also a variety of systems that we use and sources of information available that we need to stay on top of. I’m from a background in software development and testing, so getting used to the quirks of the systems has been interesting. In my head, I’ve made them better—who knows, one day they’ll match.

Looking back, what would you have done differently during your apprenticeship?

In hindsight, I’d recommend diving straight into that first call. It was the most daunting element, and I believe that delaying the first call just made the anticipation worse. Other than that, I believe I was guided and supported well, and I don’t think anything needed to change.

What advice would you give to someone considering an apprenticeship at TVP?

Make the most of all the help that is offered to you, and remember that no question is a stupid question. We only learn by asking, and you’ll be surprised at how many times people haven’t encountered the scenario you are experiencing when you do ask, even with years of experience. If you are open to a challenge and want to keep learning, go for it—the rewards are fabulous.

The role of a call handler is very rewarding and offers huge opportunities to help people, even if it is not with immediate assistance. We can make callers feel that they are doing the right thing, that they will get the support they need, and that they will be listened to. This all goes a long way in helping to ease the pain they are going through at the time of the call. Every call is another challenge, and you never know what is around the corner—we can be their rock in their hour of need.

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If you’re interested in finding out more about becoming a 999/101 Call Handler, visit our Contact Management page.