Category: Contact Management

apprentice

Apprentice to Manager: A Journey of Growth and Leadership

Meri’s journey with Thames Valley Police (TVP) spans nearly four years, marked by diverse experiences and a commitment to personal and professional development. Joining as a 999/101 Call Handler apprentice during the onset of the COVID-19 pandemic, Meri’s path took an unexpected yet rewarding turn as she took advantage of development opportunities to aid her …

Call handler

Meet Call Handler Vanessa Cooper – Answering the Call to Make a Difference

Vanessa’s journey into Thames Valley Police began at the start of 2024, marking a significant shift after being self-employed for six years. Drawn to the role of a 999/101 Call Handler, Vanessa’s aspiration was clear – to make a meaningful impact in a team environment where she could help protect local communities. How long have …

From 999/101 Call Handler to Supervisor in two years… Meet Rich Berry

Rich joined TVP in December 2019 on our 999/101 Emergency Service Contact Handling Apprenticeship. With the help of TVP, he has achieved his Functional Skills Level 2 qualification (equivalent to GCSE grade 4), and was also supported throughout the process of being formally diagnosed with dyslexia. With the new skills and knowledge his apprenticeship taught …

Contact Management

Meet Ann Hillary, Contact Management Centre Officer

Length of service: 20 years What made you want to become a 999/101 Call Handler? It was my dad who suggested I look into the role. I was working as Cabin Crew and had been in the USA during the September 11 attacks. As a result, the airline industry was very unstable. I was looking …

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‘My career in contact management’

Name: Jennifer Lamboll Job: Contact Management Supervisor Service length: 30 years with TVP – 18 years in Contact Management You’ve had a long career with TVP and the Contact Management department – what makes you stay? Confidence – knowing that I’m good at my job. At a TVP Women’s conference, I was once told ‘if …

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Dominika – How having a second language can be a benefit in becoming a call handler.

Length of service: 1½ years Why did you want to join Contact Management? I wanted a job that was varied but also made a difference to people’s lives. I previously worked in retail so I thought I had the transferable skills like being able to communicate with people and was drawn to TVP because I …

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Hear from Kim & Lorna, two of our recent Contact Management apprentices about their experience

Meet Kim & Lorna, two of our 999/101 call handlers who have undertaken our Contact Management Emergency Services Call Handling Apprenticeship – Kim is at the early stages of her apprenticeship whilst Lorna has just completed hers. What were you doing prior to becoming a 999/101 call hander? Kim: I joined the Army at 19 …

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Diversity is key in Contact Management

Name: Arundeep Rai Length of service: 7 months Age: 25 years old What made you want to become a 999/101 call handler? I worked in a call centre previously. Relatives of mine that worked for Thames Valley made me aware of the opportunities in contact management and it made sense to bring the two things …

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Komal – My first year as a Contact Management Centre Officer

Having spent four years working in retail whilst also studying at University, Komal was looking for an opportunity to take on a new challenge outside of her comfort zone. 12 months on from starting out in TVP’s Control Room, Komal shares her valuable insight and talks us through the moment she answered her first 999 …