Call handlers assist callers with mental health problems

Freedom of information request reference no: 01.FOI.23.032251

I note you seek access to the following information:

1. What procedures are in place where call handlers to non-emergency crime calls, both generally, as in, how they are trained to deal with such calls, the steps in place, the procedures to follow, the moral and ethical, awareness, valuing diversity all of these types of procedures

2. How they are trained to recognise different aspects of the callers circumstances at the time of the call, the urgency of the callers request

3. Most importantly, how call handlers are trained to deal with seemingly minor offences, but when they are trained to record accurately how the caller perceives how their call is being answered appropriately and to ensure that the information provided to the caller is managed and responded to appropriately and possibly passed on to a colleague who may be more understanding of what the caller is reporting and therefore how the call should be appropriately dealt with or escalated to another appropriate division who may be better equipped to deal with such calls.

In particular, I would like to see how call handlers are trained to deal specifically with callers who may have mental health proverbs and may be perceived or dealt with inappropriately and for the call to not be handled with due care and diligence as well as being handled with sensitivity and understanding to a caller who may be having difficulty in reporting crone accurately and effectively die to possible incapacitation to their cognitive function and current mental health status or perception of such.

Decision

I have today decided to disclose the located information to you in full.

Please find below information pursuant to your request above.

Q1 - What procedures are in place where call handlers to non-emergency crime calls, both generally, as in, how they are trained to deal with such calls, the steps in place, the procedures to follow, the moral and ethical, awareness. Valuing diversity all of these types of procedures.

Our Call Handlers when obtaining information they follow the National Management Strategy,
- When identifying if a call warrants an I Grade Response or an S Grade Response.
- When questioning the caller they will identify the following for Non-emergency calls. S Grades.
- There is a genuine concern for somebody’s safety.
- An Offender has been detained.
- A witness or other evidence is likely to be lost.
- At a road Collision, there are injuries or a serious obstruction.
- A person involved is suffering extreme distress or is otherwise deemed to be extremely vulnerable.

They are also questioning the callers on
• What has happened
• Where did happen
• Why did it happed
• Who is involved
• When did it happen

Q2 - How they are trained to recognise different aspects of the callers circumstances at the time of the call, the urgency of the callers request

They apply the same principles as above to identify the callers circumstances.
They are also THRIVE+ when assessing the call:
• THREAT
• HARM
• RISK
• INVESTIGATION
• VULNERNBILITY
• ENGAGEMENT
• + PREVENTION & INTERVENTION

Q3 - Most importantly, how call handlers are trained to deal with seemingly minor offences, but when they are trained to record accurately how the caller perceives how their call is being answered appropriately and to ensure that the information provided to the caller is managed and responded to appropriately and possibly passed on to a colleague who may be more understanding of what the caller is reporting and therefore how the call should be appropriately dealt with or escalated to another appropriate division who may be better equipped to deal with such calls.

As above.

When applying the THRIVE principles they are able to identify vulnerability of the caller to ensure that appropriate action is taken.