Recommendation 2
The IOPC investigated a complaint relating to the information given by call handlers in the force control room (FCR) to callers. Essex Police procedure on responding to incidents states that, for emergency graded incidents, callers should be given an estimated time of arrival (ETA). However, this complaint related to a call which was graded as ‘significant’. The policy does not stipulate what should happen in other graded calls or whether updates about delays should be given. Essex Police confirmed that there is no local policy that sets this out to FCR staff. The ‘National Contact Management Principles and Guidance’ states that, “where a non-emergency contact requires a priority/prompt response, the caller should expect… the contact handler to give an estimated time of arrival”. This guidance does not have appear to have been adapted into Essex force policy. Given the multitude of calls to the FCR, it may not be reasonable to require staff within the FCR to call members of the public with updates if there are going to be delays in police attendance. However, it may be reasonable to follow the above national guidance to give callers a rough ETA based on the grading and request that if they don’t hear within this time they can call back to request an update.
Essex Police should reflect national guidance into force policy by ensuring Force Control Room staff provide callers with the grading which has been assigned and an estimate of when to expect a police response. Essex Force Control Room should advise callers if they do not hear anything within this time they can call back for an update.
Do you accept the recommendation?
Yes
Addressed to: Essex Police
Linked bodies:
Essex Police