Our Force Control Room continues to improve the way we support the public

Every day, hundreds of people reach out to our Force Control Room (FCR) for help, advice or reassurance and behind every call is a dedicated team working relentlessly in the FCR to make sure the public is supported with care, urgency and professionalism.

From improved ways of handling emergency calls to new ways of staying in touch with victims of crime, the past year has seen further progress. With a focus on smart tools, service and steady development, the team is continuing to evolve how it supports local communities.

Chief Superintendent Tracy Bradley, Force Control Room Commander, said: “We’re always looking at how we can do things better whether that’s using tools that help us respond more effectively, making better use of information, or easing the pressure on our frontline teams so they can focus on the people who need them. The aim is always the same: to provide the public with the best possible service.

“One example is the trial of a system that turns calls into written transcripts while the operator is still on the phone. It’s innovative, but most importantly, it helps our teams concentrate fully on the person speaking, instead of juggling multiple tasks. Feedback was overwhelmingly positive, and it’s helping us explore how new tools can ease demand, save time and improve decision-making. 

“We’ve also introduced technology that allows missing people to securely share their live location with us. This has helped get support to people faster and reduced time spent searching, something that’s already made a huge difference to both families and officers.

“And we’re proud to be one of five forces selected to take part in a national pilot, Raneem’s Law to strengthen how we respond to domestic abuse. While we’ve already got specialist support in place, this allows us to push ourselves further to learn, review and improve our processes so victims get the support they need at the earliest opportunity.

“Responsibility in the Force Control Room is huge, but so is the sense of purpose. When someone picks up the phone, whether they’re in crisis or unsure what to do, we’re here to listen and to act. There’s a person behind every call, and our teams never forget that.

“One of the biggest shifts we’ve made over the last year is the introduction of Rapid Video Response. It means we can speak directly with victims by video call, giving them more choice and helping us provide reassurance and guidance when it matters most. It’s now fully part of our service and we’ve been recognised nationally for how well it’s been embedded.

“It’s an exciting time for the team. We’ve made strong progress and we’re proud of what’s been achieved but none of it happens without the people who work here. They stay composed in demanding situations, show care in how they support callers, and work hard behind the scenes to keep our communities safe.

“Our job is to be there when people need us most. Whether it’s a 999 emergency or a 101 call for advice, we’re here to help and that commitment is something we take seriously, every single day.”

If you’ve witnessed or been the victim of crime that isn't an emergency, please report it to us. You can call 999 in an emergency or 101.