Number: D0500 Date Published: 3 August 2021 Version 6 – August 2021
1.0 Summary of Changes
This policy has been amended on its yearly review as follows:
Within section 3 the seven priorities have been updated and where the host document permits, linked;
Section 4.1 updated to reflect blend of CBT and classroom-based training;
2.0 What this Policy is About
This policy and the procedures embedded within it describe the level of service that can be expected from Essex Police when contacted by a member of the public reporting an incident. We aim to provide the highest possible standards whilst ensuring that our response is always proportionate to the type of incident being reported.
We will record relevant and accurate information to ensure that the incident is correctly graded, enabling us to provide a quality response to calls for assistance from members of the public.
Through the procedure associated with this policy, Essex Police will ensure that all available resources are accurately recorded within a command and control system enabling the closest resource to be quickly identified and allocated to respond. We are committed to making best use of our resources, providing a response to the community that enhances public confidence and delivers a strong local police service targeted to the needs of the community.
We will take full advantage of new technologies including the Automatic Vehicle Location System (AVLS) and the Airwave Communication System to ensure that we are able to respond to incidents in line with our current policing objectives.
Our approach is in line with National Contact Management Strategy and will ensure that all calls requiring a response are graded concerning threat, risk and vulnerability enabling us to maximise the efficient and effective use of available resources.
We acknowledge that in policing the diverse community of Essex many people requiring our services will not have English as their primary spoken language or may encounter other language barriers. We will ensure that additional communication mechanisms are in place enabling us to provide them with an identical level of service.
Compliance with this policy and any linked procedures is mandatory.
3.0 Statement of Policy
The standards for the delivery of policing services within Essex Police are set out within the Police and Crime Plan Extension 2020-2021, consisting of seven priorities as follows:
More Local, visible and accessible policing;
Cracking down on anti-social behaviour;
Breaking the cycle of domestic abuse;
Tackling gangs and serious violence;
Disrupting and preventing organised crime;
Protecting children and vulnerable people from harm;
Improving safety on our roads.
We will ensure that all calls are answered within our specified timeframe and that we record all relevant detail concerning the incident reported. The incident will be graded appropriately, and a unit dispatched according to the threat level identified. If we are responding directly to the caller we will give details of the level of service to be provided before the call is concluded. In all other instances we will only be able to provide an update where it is legally possible to so.
Where the call relates to a service that we do not provide we will provide contact details of our partner agency.
4.0 Implications of the Policy
4.1 Finance / Staffing / Training / Other
There are no financial implications thought to be associated with this policy.
There is an ongoing programme of training for new officers and staff within Contact Management Command as well as refresher training, upskilling and the development of those already in service. This will be managed in accordance with the agreed training schedules and within existing budgets.
Airwave and other command and control related refresher training will be provided primarily through computer-based training modules available for completion by all deployable officers and staff, with classroom-based training occurring where appropriate e.g., the Special Operations Room (SOPs) course.
4.2 Risk Assessment(s)
Any risks associated with this policy relate primarily to the reputation of the organisation brought about by a failure to adhere to this document or the procedures embedded within it. To ensure that such risks are minimised, incidents within the scope of this document will be subject to an internal dip sample to ensure the quality of response is maintained.
Risk assessment relating to incidents reported will be conducted by call taking staff and will be based on the risk factors identified at the time the call is recorded. This is fully explained within D 0503 Procedure – Responding to Incidents.
4.3 Equality Impact Assessment
EIA – September 2021
The following have been consulted during the formulation of this document:
Health & Safety
6.0 Monitoring and Review
This policy will be subject to review by, or on behalf of, the Head of the Force Control Room every 12 months to ensure that it remains accurate, compatible with current legislation and compliant with the annual Police and Crime Plan.
7.0 Related Force policies or related procedures
D 0503 Procedure – Responding to Incidents
D 0504 Procedure – Attendance at Alarm Activation
D 0505 Procedure – Storm Location and Telephone Comments
D 0506 Procedure – Temporary Police Alarm Installations
D 0508 Procedure – Resolution Centre Allocation
D 0509 Procedure – Resolution Centre – Evidence Gathering and Information Sharing
D 0510 Procedure – Crime Allocation Rationale Assessment (CARA)
D 0511 Procedure – Live Chat
D 0515 Procedure – National Police Air Service
B 2501 Procedure – Victim Contact
7.1 Data Security
Essex Police have measures in place to protect the security of your data in accordance with our Information Management Policy – W 1000 Policy – Information Management.
7.2 Retention & Disposal of Records
Essex Police will hold data in accordance with our Records Review, Retention & Disposal Policy – W 1012 Procedure/SOP - Records Review, Retention and Disposal.
We will only hold data for as long as necessary for the purposes for which we collected. Victims/public should be reminded that Essex Police take the protection of personal data seriously as described in the privacy notice.
8.0 Other source documents, e.g. legislation, Authorised Professional Practice (APP), partnership agreements (if applicable)