New policing contact management qualification launched

A specialist qualification aimed at police call handlers has been developed and launched by SFJ Awards.

The organisation has worked with a variety of Police Forces including: South Wales Police, Thames Valley, South Yorkshire, North Yorkshire, Merseyside, Hampshire, Dyfd Powys and Cleveland Police to develop the new Level 3 Diploma in Contact Management in Policing.

The qualification covers the principles and concepts of contact management, communication and interpersonal skills, responding to requests for service, managing incidents and resources, and applying crime and incident management processes. It recognises the unique knowledge, understanding and skills that are required in this area of work as is underpinned by the National Contact Management Strategy (2010).

SFJ Awards’ Awarding Organisation Manager Steve Batty said: “Contact management in policing is a complex area of work that requires an in-depth understanding of legislation, policies and procedures, as well as the use of a wide range of technologies.  It also requires excellent interpersonal skills and the ability to deal with a wide range of situations involving people from all kinds of backgrounds.

“In many instances, the decisions taken by contact management staff in terms of responses, actions and support will have a major influence on the outcomes of police work. This qualification is an important step to further professionalise those working behind the scenes in police operations.”

Wendy Derrick, Head of the Organisational Training Directorate at South Wales Police, said: “The Contact Management Staff in South Wales Police’s Public Service Centre deal with over 1.2 million emergency and non-emergency calls from the public every year. The staff that work here provide that first point of contact for callers and play a crucial role in ensuring the public get the right policing response from us. It is vital that they are highly trained to positively influence the overall experience people have of the service we provide.”

To find out more, call 0114 231 7379 or email

A copy of the qualification handbook can be downloaded by clicking here