Unsung heroes behind every police officer

From reception staff giving directions to specialists handling calls in emergency situations, civilian staff offer vital backup to our crime-fighters, says David White

POLICE work is often noticed only when accompanied by flashing blue lights and the sound of sirens as officers dash to crime scenes. "But this is only part of the story," says superintendent (operations) Sue Hill, 42, of Richmond Borough police.

"Behind every officer on the street is an army of unsung heroes: the police civil staff. They provide vital support, doing jobs ranging from typing incident reports and taking emergency 999 calls to being the first point of contact for the public on the front desks of police stations.

Other roles filled by the Met's 10,570 civilian staff include working in human resources, finance, training, licensing units and as garage hands to keep police vehicles on the road."We have 74 civil staff in Richmond Borough: two-thirds of them women," says Hill. "They play key roles and are part of the team effort of every police station.

"A motivated and efficient civilian staff can cut the administrative and other burdens on officers, allowing them to spend more time on the streets.

And every investigation benefits from swift processing of statements and other clerical backup."

Twickenham is the main police station for Richmond, with 32 civilian staff helping keep it open 24 hours a day all year. Everyone entering the building is seen first by a station reception officer such as Joanne Markham, 20.

"We deal with several hundred people during a typical eight-hour dayshift," she says. "It might include being informed about incidents ranging from lost pets to assaults. Our job is to ensure that the most appropriate help is given: the victim of an attack, for example, might need medical attention as well as to see a police officer.

"Listening and communication skills are vital to answer questions and explain what action police can take.

"Good local knowledge is also required; the most common request is for directions to residential and business addresses."

Night-work is part of the job and Markham has to do her share of 10pm to 6am shifts as part of a 40-hour week. "Fewer people come through the doors at night," she says, "although the requests tend to be more unusual. Youths who have been drinking have been known to ask for a guided tour of the station, something that is always politely refused."

Markham has been in her post for a litle more than a year, joining after studying law at college and working in a crown court. "I am interested in the way the law works and keen to provide practical help. It's proving to be the perfect job for me," she says.

The control room is a part of Twickenham police station that never sleeps and where civil staff also play a key role.

Alison Luke, 28, is a communications officer there. "I'm part of a team taking calls from the pubic and alerting our officers by radio to deal with them," she says.

"You never know what the next call will bring: it may be a life- or-death situation or simply someone locked out of their home.

"Calls can come in thick and fast and you have to be calm and organised to deal with a heavy workload. A clear head is needed to gather facts from different situations in rapid succession."

Computer technology is used to handle calls, and communications officers receive intensive keyboard and IT training before taking up their posts.

There are refresher courses when new technology is introduced.

Burglaries are the most common calls that Luke handles, with Monday morning the peak time for them.

"Break-ins often happen over the weekend when businesses are closed and people might be away from home," she explains.

And the most unusual call she has had to deal with?

"I've been asked whether a particular supermarket was open on Chrismas Day. It was a rare quiet period and I was able quickly to consult colleagues and find the answer was 'no'.

But she adds: "That's not the sort of question we encourage: it could delay response to an emergency."

Civilian fact file

. Communications and station reception officers are paid between pounds 16,280 and pounds 18,713 a year, plus pounds 1,359 weighting plus a shift disturbance allowance.

. Applications are considered from people aged between 18 and 60 with GCSE or CSE passes in English language and four other subjects or five years' relevant experience.

. The selection process starts with an application form and interview.

. Annual leave starts at 22 days in addition to bank holidays and privilege days such as a half-day for Christmas shopping.

. Other benefits include a pension scheme and interest-free loan for travel season tickets.

Contact the Met Job Shop on 020 7230 3292 or visit www.met.police.uk

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