Responding to the public

Focus on performance and accountability within the
Crime and Communications Centre (CCC) including;
■ Every operator has 3 calls a month monitored to check decision making & offer feedback
■ Weekly performance meetings chaired by an Assistant Chief Constable checking elements such as
call waiting times, abandonment rate & resourcing levels
■ Weekly supervisor accountability meetings to monitor team performance
■ Monthly Strategic Performance Board chaired by the Chief Constable with a focus on CCC activity each
month

■ Greater understanding of demand and performance
allowing us to flex resources appropriately
■ Steady performance improvements
■ Increased resources put into CCC
■ Improved morale within the CCC

■ Embed new annual performance specific objectives for every operator
■ Continued focus on the quality assurance process and ensuring operators can access their own
performance data
■ Regular force performance data pack to be expanded to include more data on length of calls and numbers of calls taken per operator

Focus on identifying threat, harm and risk in the calls we
receive by;
■ Improving the question sets and templates our call
handlers use
■ Additional vulnerability training rolled out
■ Quality Assurance team are now providing
immediate feedback to supervisors who facilitate
direct feedback to call handlers on their next shift
■ New supervisory framework introduced ensuring
performance related objectives are set, regular 121s
are held and any operator requiring it are placed on
performance improvement plans
■ All call logs are reviewed and closed by supervisors
ensuring they contain a meaningful threat, harm and
risk assessment

■ In November 2023, of 297 calls assessed,
improvements were seen in 8 of 10 risk assessment
areas
■ 67.3% of calls were graded as having a good or
outstanding risk assessment
■ We’ve increased the number of vulnerability
assessments we’ve completed by nearly 25% since
June
■ Repeat victim checks have increased by 8.8% since
June and our November compliance rate was 86.5%
■ Crime prevention assessment compliance was 87.9%
in November demonstrating significant improvement
over the last three months (this was 66.9% in August)

■ Continued focus on identifying vulnerability through
the Team Accountability Meetings
■ Maintain fast-time feedback to operators to allow
them to learn from their own calls
■ Introduction of a new process to identify and call
back priority calls that have been abandoned

999 service: Focus on improving resourcing levels within the CCC by;
■ Holding daily resourcing meetings, examining daily, weekly and 90-day staffing levels
■ New operating process in place to free up more call takers to answer 999 calls
■ Trained police officers assist with call taking through overtime opportunities

■ 999 abandonment rate is demonstrating a significant decrease since July 23 – this was 0.6% in November
■ Average 999 answer time has reduced and was 8
seconds for November

■ Recruitment strategy now in place which will see a quarterly recruitment drive to over recruit in order to ensure the department stays at or above establishment making it more resilient
■ A wellbeing group is being established to identify issues and themes that affect wellbeing and identify solutions
■ Absence management – working with People Services and Occupational Health to understand
sickness trends and offer support