Our call handlers are often the first point of contact for members of the public when dealing with the police. Dealing with callers in a professional and courteous manner is a clear priority for the Contact Management Department.
Call handling is split into two main parts emergency (999) and non-emergency (101) call taking.
On a yearly basis the call handlers can expect to receive approximately 115,000 emergency calls and 560,000 non-emergency calls.
Of these calls approximately 143,000 become incidents requiring a police response with 25,000 (requiring an immediate (or emergency) response. The Contact Management Department links closely with the Crime and Incident Unit where non-attendant crimes are handled.