Herts Police have been joining in the celebrations for International Control Room Week 2020.

The event, which runs until Sunday, is designed as a way to thank those unsung heroes who are always at the end of the phone when we need help, keeping us calm, reassuring and updating us in Hitchin and north Herts.

For every mention of #UnsungHeroes across social media during the week, APD Communications will donate £1 to the Mind Charity.

Herts constabulary's force communications room manager Vanessa Green said: "Our dedicated FCR officers and staff are there 24/7 when members of our community are in their hour of need.

"This week is a way to thank them and show appreciation for their incredible dedication, professionalism, empathy and understanding."

Communications Operator Ashleigh Jackson is a new recruit to the FCR, having joined this summer.

Ashleigh attended an open evening about the position, decided to sign up and has enjoyed his training and starting his new role.

He said: "I have only been here since August, but I like the level of community and support that comes from colleagues, and everyone wants to help each other.

"I've only had a few difficult calls so far, but I find if you remain level headed and calm, people will calm down with you or before you know it you have resolved the issue or put things in place to resolve it and the call is over.

"I'd definitely recommend this job to others. It's enjoyable considering the nature of what we do. The hardest bit is getting used to shift patterns which I've rapidly grown to love."

First point of contact

The job does have instant appeal, as it means the officer could be the first point of contact in an emergency situation without being directly involved as a front-line responder.

The rate of calls that come through to the FCR means officers are constantly dealing with a variety of situations, and they can never predict what call will come through next.

The voice in the darkness in somebody's moment of need

Some of the calls that come through to the police can be quite challenging.

Communications operator Emily Histed explained: "No day is ever the same, you speak with different people reporting different crimes every day.

"Helping people from over the phone and knowing that you had a positive impact on their lives is not something you can do from many other jobs."

The job means will hear everything - from callers needing general advice, issues with parking, petty theft and shoplifting all the way up to the most horrific serious crimes.

Jack Dalton, who has worked in the FCR for three years, added: "The allure of being involved from contact to resolution, catching the bad guys and helping the most vulnerable attracted me to the communications operator role.

"You will be the voice in the darkness in somebody's absolute moment of need."