Response policing: “You have to demonstrate high levels of empathy and compassion”

Life as a response officer is challenging and demanding. When the public call 999, it’s response officers who rush to the scene.

Every day, they deal with complex and emotional situations, assessing risk and making decisions under extreme pressure.

PC Adam Blanch and PC Jordan Nicholls work on response as part of Chelmsford Local Policing Team (LPT).

PC Nicholls has been an officer for six years, while PC Blanch joined the force three years ago after spending more than two decades working in secure mental health units.

The pair gave an insight into the reality of life on the frontline, the qualities needed to work on LPT, and the challenges of the role.

“I joined the police because I wanted to use my skills in communication, de‑escalating situations and providing support to victims,” said PC Blanch. “I enjoy the day‑to‑day jobs, those interactions, and giving reassurance to some of the most vulnerable people in society.

“We come across people with really complex needs – both victims and suspects – often at times of crisis. When you’re dealing with the public, you have to show high levels of empathy and compassion, even when that’s tested. It’s important to take the emotion out of a situation and not judge people.”

“Talking to people is the most important skill in LPT,” added PC Nicholls. “If you’re comfortable speaking to people from every walk of life, you’ll do well. Managing expectations is also crucial – some people don’t understand there are limits to our powers.”

Alongside attending incidents, response officers also investigate crime and progress cases. Balancing the workload while doing the best they can for victims is a constant challenge.

During a single shift this week, PC Nicholls attended two incidents on the A12 and went to a blue light run to a domestic incident involving a mother and son. At the same time, PC Blanch was interviewing a suspect in connection with a road traffic collision that resulted in serious injury.

The pair then carried out a door‑to‑door enquiry following a disturbance, proactively stopped a vehicle linked to the supply of Class B drugs, and supported ambulance colleagues at an alcohol‑related domestic incident with safeguarding concerns.

No two days – or two incidents – are the same, which is why both PCs believe response officers require some specific key qualities.

PC Blanch said: “You have to be resilient, adaptable, and have a strong sense of self – knowing your limitations and recognising when you’re struggling.

“We regularly enter crisis situations where people aren’t thinking or responding as they normally would. You have to make tough decisions, admit when you get things wrong, and not beat yourself up when things don’t go how you hoped.”

In the past 12 months, Essex officers have attended 11,314 domestic emergencies, with around one in five victim‑based crimes in the county recorded as domestic abuse‑related.

PC Nicholls said these incidents are often the most demanding to deal with:

“Domestic abuse or incidents involving children can be particularly distressing, especially for officers who have young families. Victims may be unwilling to share information, even when it’s clear something has happened.

“We want to help people, but sometimes you walk away from a job feeling powerless.”

“When it comes to domestic incidents, it’s far more complex than a theft or traffic offence,” added PC Blanch. “There are strong emotions involved and often factors such as drugs, alcohol, or wider social issues.

“We always aim to make reasonable and proportionate decisions, but it can be difficult because of relationship dynamics and a victim’s willingness to open up and tell us the full story.”

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