Is your control room ready for Raneem’s Law?

What is Raneem’s law?

Raneem’s law honours Raneem Oudeh, who was murdered along with her mother Khaola Saleem, by Raneem’s estranged husband, Janbaz Tarin, in 2018. Raneem had made 13 reports to the police concerning Tarin – including four on the night she was killed.

An inquest into the women’s deaths found the control room wasn’t equipped to handle the complexity of the domestic abuse calls. Officers were unable to complete the appropriate risk assessments and criminal investigations into Tarin, and Raneem’s calls were dealt with in isolation.

In an effort to prevent similar tragedies, specially trained control room operators (CROs) will now be on hand to respond to victims and escalate risk assessments more quickly, as well as connect them to support services. The initiative includes several more new requirements for the control room, which has raised concerns that this could overwhelm an already heavily-burdened workforce – and impact the quality of 999 responses.

Here are the three steps your control room needs to take to ensure it meets the new measures:

1. Supply CROs with essential caller information

Critical contact information should be immediately visible to an operator – including historical data such as background checks and warning markers against people, locations or vehicles. Equipping CROs with this information would mean they could alert police to high-risk situations immediately, preventing serious situations from escalating to life-threatening levels.

2. Streamline your processes

Operators are struggling to maintain call quality due to the overwhelming number of 999 calls and the limitations of outdated software caused by budget constraints. Thorough information isn’t being captured and logged sufficiently, and repeat callers – or calls relating to the same incident – are being handled independently. As a result, police aren’t given all the facts associated with a case quickly enough. To protect vulnerable people, CROs must be supported with the right technology so they can process calls promptly, yet still capture all the necessary information.

3. Make exchanging information more straightforward

The nature of a domestic abuse expert’s responsibilities will mean they’ll constantly be acting as a matter of urgency. They may need to share information relating to an incident with another force; they may require support from specialist charities or a dedicated translator. To maintain confidentiality, the system should allow information to be transferred seamlessly – either in a call or via secure server – instantly.

Transforming control room technology

The shocking murders of Raneem and her mother highlighted that existing control room technology isn’t able to support the needs of domestic abuse victims. Motorola Solutions’ cloud-based Guardian Integrated Communications Control System (ICCS) was designed to alleviate the amount and the complexity of an operator’s tasks. It improves workflows and makes it easier to manage incidents and collaborate.

Within the platform is an advanced contact management solution, which has multiple benefits:

Makes operators immediately aware of associated caller data

Every time an individual calls 999, Guardian ICCS automated data entry feature retrieves all the other relevant information held on them –  including any previous contact they’ve had with the police. CROs can instantly assess a situation’s level of urgency, and allocate resources accordingly – without needing to launch a manual search. This empowers operators to instantly identify high-risk situations, preventing delays that put lives at risk.

Captures information quickly and accurately

With each answered call, the contact management tool automatically generates a new call record, including auto-populated fields and predefined choices. This encourages the operator to ask the right questions according to the nature of the call – key details are documented and the call handling process becomes more efficient.

Streamlines operator workload

As relevant caller information – personal details, location data and specifics of previous contact made with the emergency services –  is automatically populated by the contact management tool, the manual data entry a call requires is reduced. This allows the CRO to record incidents more quickly and accurately, decreasing contact time so they can prioritise urgent decision-making.