From the Frontline to the Control Room: A Policing Journey

With nearly 12 years of service across various departments within our force, Acting Sergeant Alastair has seen policing from multiple angles – from frontline response to problem-solving teams. In this blog, he shares his journey into the Contact Management Control Room. The role not only challenges him daily but also allows him to apply his operational experience in a way that directly supports public safety and frontline officers.

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

I wanted to join Contact Management (CM) as I was keen to deepen my understanding of crime recording, risk management and to show how my skills and experience could benefit our CM teams.

How does your role support frontline policing and public safety?

With my background in frontline policing, I bring practical knowledge to incoming calls and radio deployments. I can assess risk with the mindset of a frontline officer. I can anticipate what officers will need when they arrive at a scene. I understand what key questions need to be asked and where to quickly signpost relevant departments.

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

I feel you need to be professional and able to think on your feet. Be approachable, empathetic, and able to work under pressure with a problem-solving mindset. Being friendly to members of the public and colleagues is key, too.

How has this role helped you grow professionally?

The role has helped me grow by immersing myself in a team largely made up of police staff. It’s broadened my perspective and taught me the value of collaboration across different roles and skill sets. It has broadened my knowledge of the first interaction the public has with the police.

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

I’d say: do it. You’ll gain a whole new understanding of how incidents are graded and just how much coordination goes into every response. It’s eye-opening how many incidents come through the control room. There are numerous opportunities for development and project work. Incredibly rewarding. You also get off on time!!

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

The opportunity to work with new colleagues, share my policing experience with new staff members, and learn from others. I have been motivated to develop staff to the best of their ability. The exchange of best practices and fresh approaches keeps the job dynamic and reminds me why I joined the force in the first place: to protect and serve.

Alastair’s experience shows how vital the Contact Management Control Room is to policing. His story is a great example of how stepping into a different part of policing can reignite purpose and open doors to new possibilities.

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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.