Inside the control room: meet Phil

As part of Control Room Week we’re highlighting the vital work of our force control room. Meet dispatcher Phil, who joined as a call handler in 2022 before becoming a full-time dispatcher earlier this year.

Phil’s role is slightly different from that of a call handler. His role involves grading calls, assessing risk, and dispatching officers and specialist teams to incidents across the county.

“We’re the next stage after the call handlers,” he says. “Once the incident is logged, we assess it, send officers, and continue to monitor and re-evaluate as the situation develops. We also liaise with partner agencies such as the ambulance service, fire, NPAS (the police helicopter service), mountain rescue and the Great North Air Ambulance.”

It’s a fast-paced and demanding environment and Phil admits it’s a challenge that keeps him on his toes.

“Dispatching is like juggling 17 cats while typing and talking to five people at once,” he laughs. “But it’s an incredibly rewarding job.”

When asked about an incident that stands out, Phil recalls a high-risk missing person search in a remote area.

“The person had been missing for some time and the weather was cold. It was all hands-on deck as we co-ordinated with mountain rescue, the helicopter and drone teams, and multiple officers on the ground, alongside ambulance and fire colleagues. Thankfully, the person was found alive and taken to hospital before making a full recovery.”

That incident remains one of Phil’s proudest moments. “It was intense for a few hours, but the teamwork and communication between everyone involved comms staff, officers, and other agencies was excellent. The best result is always finding someone alive and safe.”

For emergencies always dial 999, for non-emergencies, please call 101.

Accidentally dialled 999? Stay on the line and let our team know you don’t need help.