Strengthening our force contact centre

We have recruited an additional 15 staff into our force contact centre to strengthen our service as we approach the busiest time of year.

Our contact centre operators provide the first point of contact for the public, assessing risk and triaging calls to ensure the most appropriate response. They manage 999 emergency calls, 101 non-emergency calls, and live chat enquiries via our website.

We are now answering 88 per cent of 999 calls within 10 seconds – with an average time of 8.83 seconds – and have handled an additional 901 emergency calls compared to the previous 12 months.

We are continuing to reduce the average time to answer 101 calls. Since May last year, the average time to answer reduced to less than four minutes and has been under two minutes for the last six months.

Chief Constable Becky Riggs said: “Our contact centre is one of the most critical parts of our service, acting as the main link between our communities and frontline officers in times of need.

“Over the past 12 months, we have worked hard to improve our contact performance to meet growing demand. However, we recognise there is more to do, and continued investment is essential if we are to provide the best possible service to victims.

“This additional investment will ensure we have more staff available during the summer period, when demand is at its peak.”

Staffordshire Commissioner for Police, Fire & Rescue and Crime Ben Adams said: “Improving contact with Staffordshire Police remains a key priority in my Police & Crime Plan so I welcome the force’s determination to maintain a full complement of trained contact professionals to respond to the public around the clock.

“When our communities call the police to report crime or anti-social behaviour, they expect their calls to be answered quickly and for their issues to be dealt with effectively. Just as importantly, once people have made contact with the police, they expect to be kept updated about how their issue is progressing.”