SFJ Awards Level 3 Diploma for Contact Management in Policing



The main objective of this qualification is to develop the specialist knowledge, skills and occupational competence of police contact management staff.  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.

Learning Outcomes:

  • Understand the principles of contact management in policing  
  • Understand the contact management role in policing  
  • Understand the investigative process in contact management for policing  
  • Understand the local context of contact management work in the policing context  
  • Understand the service standards and local policies which underpin contact management in policing  
  • Understand the importance of accessible police services  
  • Understand how to identify people who are vulnerable or repeat victims of crime in order to provide the right contact management response  

Guided Learning Hours:

  • 365 hours

Total Qualification Time:

  • 400 hours

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