Beyond the Frontline: PC Rob’s Journey into the Heart of Policing

After more than two decades of service in Thames Valley Police, PC Robert (Rob) has built a career across a wide range of roles, from frontline policing to specialist units. In early 2024, he made a bold move into the Contact Management Control Room, seeking a fresh challenge before retirement. In this blog, he reflects on the unexpected rewards of the role, the impact it has on public safety, and why it’s a path worth considering for officers at any stage of their career.

What inspired you to move into the Contact Management Control Room?

Having been a frontline officer for the majority of my career and approaching the time when I had to consider my retirement options, I felt as if I wanted to try something else one last time. Wanting to try something a little different to what I’m used to, a secondment position came up in the Control Room, which couldn’t have been timed any better. Thinking I would see my time out, I couldn’t have been more wrong. After a few months, I was asked if I wanted to become permanent, of course, to which I agreed, and I’ve been there ever since. Over the years, I never saw myself working in Control; however, I now realise it’s still policing but from a different perspective. It’s a move that I encourage any officer to look at, and I can’t stress enough how enjoyable it is, so much so, I should’ve retired in April 2025… but didn’t.

How does your role support frontline policing and public safety?

Massively. Whether it’s call taking when you’re speaking with the public or on the radio, speaking with officers, the support we provide is vital. Often, we find ourselves remaining on the line with a caller, supporting them during a crisis prior to the police going on scene. Or, as a radio operator, we are the support mechanism for officers – whereby it’s one thing dispatching officers to incidents, but it’s another making sure they have been provided with as much information and intelligence as possible to ensure their safety.

Every call is completely different, and you have absolutely no idea what will be coming in, so it’s of huge importance that we’re aware of officers’ locations, their current commitments, and their particular skill set.

What qualities do you think are important for working in this environment?

For call taking, the ability to listen thoroughly, be patient, and be assertive is crucial. Often, it’s someone’s first time calling the police, whether it’s 101 or 999, and they rightly assume that giving us all the information in one go, as quickly as possible, is helping. However, while we do need certain pieces of relevant information quickly, we also need to be able to lead and direct the call in a way that suits us. This, in turn, helps create a job faster and get units dispatched – initially with the minimum amount of information, but updating them accordingly.

Can you share a moment when you felt your work made a real difference?

You never really know the extent of how much you’ve helped someone, as once the call is taken and officers deployed, there’s very little involvement afterwards from a call taker’s aspect. I once took a call from a homeowner who was at work but remotely watching their home being burgled. I stayed on the line whilst they made their way home, kept Control updated, numerous units were deployed, and with the commentary I was providing from the homeowner, who was constantly viewing the cameras, the suspects were arrested shortly after.

How has this role helped you grow, either professionally or personally?

It’s another side of policing, one that I knew relatively little about before joining the Control Room. The learning curve is steep; however, as a police officer, you have the distinct advantage of having ‘been there’, so you’re able to utilise your knowledge and experience, passing it on to either the public when they call or the officers whom you’re sending to incidents. The training is ongoing, your learning is continuing, and you are still developing your skills in this fast-paced and demanding environment.

What would you say to a PC thinking about joining the control room team?

Highly recommend it. That said, the timing should feel right depending on where you are in your policing career. If you’re still exploring promotion or specialist roles, it might not be the best fit just yet. I’d been on the Police Support Unit for years, trained in most disciplines, and when I joined the Control Room, I had to hand my ticket in, something I was initially a bit unsure about.
But once I fully embedded myself in the Control Room, I haven’t looked back. It’s been a refreshing change and a rewarding challenge. I’d also recommend spending time shadowing both call takers and radio operators; it’s a great way to get a feel for the environment and decide if it’s the right move for you.

What do you enjoy most about your job, and what keeps you motivated?

The Control Room is not a physical environment, but it certainly challenges you mentally, and it’s this that keeps me going. It doesn’t matter whether you find yourself call taking or radio operating; the demands often placed upon you will certainly test you, which is something I personally thrive on. However, the self-satisfaction and sense of achievement always outweigh the stresses and strains, knowing that I’ve had a role in helping someone, over and over again, and potentially changing their life for the better. Contact with the public and overseeing police officer deployments are distinct aspects of the job, but both offer similar rewards. More often than not, I find myself on the go from start to finish, and with structured breaks throughout the shift, I’m able to self-manage my time so I can maintain a high quality of work the next day.

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Rob’s role has shown that policing doesn’t stop at the frontline; it evolves. Our Control Room offers a new perspective, a new pace, and a new way to serve. For officers thinking about their next step, it’s a chance to continue contributing meaningfully while developing new skills in a dynamic environment.

Thinking about joining us?
Whether you’re considering a career as a police officer or you’re already serving in another force and looking for a fresh challenge, now’s the time. We currently have vacancies in our Contact Management Control Room, offering a unique opportunity to be at the heart of policing operations. Bring your experience, grow your skills, and make a real impact.