Lincolnshire Police offer contact centre staff external qualifications

Lincolnshire Police contact centre staff fulfil a vital role on the front line of communications, handling 999 calls as well as facilitating the smooth transfer of information from the public to police officers nationwide.Lincolnshire Police Authority has a well-established requirement that all police officers have an NVQ level 3 or 4 in Policing, and decided it wanted to offer other staff the same opportunity to gain an externally recognised qualification. This is where Intec Business Colleges has stepped in to roll out an NVQ programme in Customer Service.

Intec delivers Apprenticeship Programmes, National Vocational Qualifications and computer software training to companies and their employees throughout the country, working in partnership with Government funding bodies, principally the Learning & Skills Council.

“Through Intec, we provide in-house training for call centre staff, including simulating calls and training them in identifying and recording information,” said NVQ Co-ordinator Maria Scott. “We also ensure staff are mentored from day one in what is a very demanding job.

“The NVQ programme gives staff a chance to work for a recognised qualification to ensure they feel as valued as their police officer colleagues.”

In the early stages of the programme, Intec helped Lincolnshire Police to work in optional units, thereby ensuring that the NVQs closely fitted staff’s requirements and provided a truly practical qualification.

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