Jackie Tate

“We are the main first point of contact for the victim or caller. We do our best to make the callers first impression of Northamptonshire Police a good one.

“My role involves answering all calls, 101 and 999. Dealing with incoming emails and crime recording within the control room. I update the police national computer with missing person/s reports and stolen vehicle reports.

“Once I have booked on and logged in, my headset is ready to accept calls. They can be 101 or 999 so I must be prepared for anything. I can speak to members of the public, other police forces, other agencies and our own officers and staff. On calls, I take full details and if needed, add the details to the police ‘command and control’ system.

“With public calls, I can advise the caller directly and signpost them to further assistance, or I can request an officer to be deployed if further investigation is required. If a crime is being reported, I can also record a crime directly. At this point I decide on the priority of the incident and ask for police officers to attend. This could be as soon as an officer is available or as an emergency if that is needed.

“I left the Royal Navy in 1989. I worked for a short time at the local newspaper, The Chronicle and Echo, and this is where I saw an advert to work for the police as a ‘Communications Aide’. I applied for the job, was interviewed and within weeks had started my career at Campbell Square Control Room. 

“I enjoy the variety of calls we get in the control room, and being able to help people when they call. I get most satisfaction when after a crime is reported. I can work together with colleagues in the control room and use all the systems available to us to help identify the location of an offender, and we dispatch officers who make an arrest within a short time. Everyone pulls together and works towards the best outcome, which could be saving a life, or arresting an offender or finding someone’s stolen property. 

“For part of my career I was a tutor and mainly focused on ‘key time’ staff to ensure they had the same development opportunities that full-time staff were given. I was also awarded the John Kendall Trophy for outstanding contribution to the control room as I stepped up to team manager position to cover for a colleague who had to take time off through a long period of sickness. It makes me feel good when colleagues come to me for advice, and I am able to give them the answer to their questions.

“The most difficult calls are the ones where someone is sad or crying on the phone. It could be about a difficult time they are having or they may be suffering the loss of someone. I feel sorry for elderly and vulnerable victims of crime and try to support them as much as possible when they call in.

“I have always admired the police and initially wanted to join as an officer. However, after starting in the control room, I felt comfortable and happy talking to the public on the phone and have remained doing this since my joining date. There have been many changes in IT systems over the years. I have learned to adapt to any situation, to be resilient under any circumstances and to support others where needed.

“The challenges we face in the control room are the same across Northamptonshire Police. Sometimes the workload is very high and, for whatever reason, there may not be enough staff to deal with things as quickly as we would like. It is difficult when callers come through and they have been waiting a long time, however, when we explain we have been dealing with emergencies or helping vulnerable people first, most of them are very understanding.

“It is also a challenge when members of the public call in and we can record their crime directly and give them a crime number, as some are upset that we cannot send an officer to see them. I try to explain to them that the crime is reviewed, that officers look for links, and similar crimes, and check to see if it’s part of a crime series. Officers consider any recent intelligence in and around the time of the crime and they look for lines of enquiry. Most people understand this once it is explained, and we are not just giving them a crime number.

“I had always thought the police service had a difficult job, but I did not realise how difficult until I started working with them. Their role is very rewarding but can also be dangerous and challenging. I am proud of my role and feel I am helping officers do their best in their job.” 

Dan Gatland, Force Control Room Manager and Jackie’s supervisor, said: “As Jackie enters her 35^th year of employment in the organisation, she is still extremely passionate about the role and the difference she can make to members of the public. Her enthusiasm rubs off on other staff members and although she doesn’t probably realise it, she has a massive effect on team morale and the environment we work in.

“Jackie will go out of her way to assist the public or a colleague, and ensure we do things right the at the first attempt. She has worked a range of roles in the control room and seen the transformation to  what we are today and how we serve the public. She should be extremely proud of her career and for our sake, hopefully many more years to come!”

To find out more about a role in the Force Control Room and to view all our current vacancies, please use the link below.