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HMICFRS: A call for help Police contact management through call handling and control rooms in 2018/19 (thematic inspection)

Response from: Office of the Police and Crime Commissioner, Hampshire

While Hampshire Constabulary was not a part of this thematic inspection, we value the findings and outcomes, and any learning points on which we can implement. The need to call for a police response is often synonymous with an emergency. Here in Hampshire every effort is made to respond to those who need it. The use of the 101 non-emergency system, as noted in the report, comes with it challenges, leading to abandoned calls and or diverting the call via 999 in a non-emergency scenario.  We have, along with other forces, faced challenges within our control room and contact management response, but the continued commitment from the force in ensuring all calls are answered is reassuring.

Our call handlers are also facing increased complexities from the nature of the crime to the vulnerability of the caller. The skill set required to answer calls from the public is ever increasing from both a local and partner knowledge to crime specific next steps. With investment seen here in Hampshire we are confident that the public receive a good quality service in their time of need.

HMICFRS recognise that ‘much of the demand for 101 now isn’t police work’. While we know other organisations need to take responsibility for incidents and issues in their field of expertise, the ongoing situation of limited resources across many organisations prevails.

Through innovation, evidence based assessment and evaluation, decision making for the future demand upon both the 999 and 101 systems can be effectively managed.



No recommendations were made, however the OPCC will continue to monitor the areas highlighted by HMICFRS in relation to the next steps for better contact management across the force.