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Non-Emergency Enquiries: 101

Contact Services

Staffordshire Police receives over one and half million calls for service a year and it's the job of our police staff and police officers to deal with these calls and keep the communities of Staffordshire safe and reassured.

Staffordshire operations are run from a single control room at Police HQ in Stafford. Our Customer Service Assistants provide a friendly and professional service to customers who wish to interact with us face to face. As the face of Contact Services in police station front counters, they deal with over 4000 people a year, their training ensures customers are dealt with appropriately at the first point of contact.

Contact ServicesThe control room operates 24 hours a day working a shift pattern that ensures staff are on duty when our communities need them. It's from our control room where 999 and non-emergency 101 calls are received and from here where resources are deployed.

The control rooms deals with over 140,000 999 calls a year and nearly 350,000 non-emergency calls.

We are the first police force to use a telephony system called Netcall Liberty to handle all our 999 and 101 calls. This provides the latest platform to support the delivery of an exceptional customer service.

The role of our experienced control room operators is to determine the correct response to calls based on the circumstances of the incident and the caller's needs. Control room operators use their skills to obtain as much relevant and specific information about the call as possible in order to determine the correct response required.

Some of the calls can be distressing, especially when a caller is clearly distressed and shocked at what they have witnessed or experienced. It is the job of a control room operator to keep them calm and try to obtain as much information from them about the incident as possible as well as using their skills to identify those within our community who are vulnerable. We ensure that we deliver the 'right service, first time'.

 

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