Contact management/call handling

ANALYSIS: Calls to address the crisis of public confidence in British policing have become increasingly insistent, with many recognising that technology has a vital role to play in facilitating change; Andy Higgins, Research Director of the Police Foundation, outlines the organisation’s new project to examine how technology can build confidence and improve police-public interactions in the digital age.

ANALYSIS: A new report has highlighted the disadvantages faced by those who are neurodivergent in their dealing with the police, courts, prisons and the wider criminal justice system, and has called for more training for frontline workers in understanding the effect on behaviour of conditions such as ADHD, learning difficulties and acquired brain injury, as Policing Insight’s Sarah Gibbons reports.

OPINION: The changing nature of crime, the advances of new technology, and the debates around training and wellbeing are representative of just some of the contemporary challenges facing policing in England and Wales; Jonathan Jackson, Senior Teaching Fellow in Policing and Security at Birmingham City University, explores some of those key challenges, and what steps the service could be taking to address them.

FEATURE: Improving mental health and wellbeing for police, as well as the response to those in mental health crisis, is a key concern for law enforcement globally; Jacqueline Durand, Acting Director (Strategy) at the Australia New Zealand Policing Advisory Agency (ANZPAA), looks at what is being done in both countries to support officers, as well as efforts to respond collaboratively with paramedics and mental health to those community members in crisis.

OPINION: As UK policing once again faces criticism for its response to anti-monarchy protests – with officers accused of creating a ‘police state’ if they take action, and being ‘woke’ if they don’t – Senior Policing Lecturer Owen West, a former chief superintendent, argues that it’s time for policing leadership to fill the vacuum in the public debate by defending and promoting the values of the service, or risk a further loss of public trust and confidence.

OPINION: In what are widely recognised as difficult times for policing, new technology could help to transform service delivery and performance, but is still often regarded as a problem rather than an opportunity; Martin Taylor of cloud communications specialists Content Guru believes the successful implementation of that technology – particularly in relation to omnichannel public contact – could achieve real transformative benefits for both police and the public.

ADVERTISEMENT FEATURE: The 2021/22 PEEL assessments of police forces in England & Wales by Her Majesty's Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) have highlighted some exceptional performances but also areas to improve in contact management and providing a service to the victims of crime. Steve Norris explains how the Salesforce solution can equip forces with appropriate technology to improve communication with victims of crime and meet their needs.

FEATURE: The latest HM Inspectorate review of call handling at Police Scotland – a function that’s been the subject of five reports since the tragic deaths of two members of the public in 2015 – has highlighted impressive progress in the service’s contact model, but has called for better links with other public sector agencies to ease the response burden on policing, as Policing Insight’s Contributing Editor Sarah Gibbons reports.

ANALYSIS: Data-driven performance management, local political accountability to PCCs, and the wild west of social media-driven accountability are just some of the factors that have had a disorientating effect on decision-making for UK frontline police officers; Ian Palmer, Academic Lead for Policing in the University of Central Lancashire’s School of Justice, believes the introduction of Schwartz Rounds and reflective practice could significantly improve officers’ decision-making processes.

OPINION: As successful private sector organisations look to develop customer service models built on a rapid and efficient response, UK policing is finding itself struggling with delays in service, lengthy backlogs, and in some cases no response at all; Devon and Cornwall Acting Superintendent Stephen Lenney argues that by changing to a ‘today’s policing today’ approach, forces could improve service, reduce costs and waste, and increase public confidence.

FEATURE: With an increasing array of contact channels and growing complexity of calls, emergency service control rooms are facing a “data tsunami”; the solution, says David Jackson, Director of Business Engagement at the Police Digital Service, is the increased use of technology to identify relevant and useful data, and to monitor the impact of potentially traumatic contact on call handlers, as Policing Insight Contributing Editor Tina Orr-Munro reports.

OPINION: With the UK Government’s levelling-up plans and goals to reduce homicide, serious violence and neighbourhood crime by 2030, police and crime commissioners and policy makers will be looking to evidence-based solutions to tackle crime; Jon Yates, Executive Director of the Youth Endowment Fund, believes the Fund’s toolkit could provide valuable resources for successfully targeting youth violence.

ADVERTISEMENT FEATURE: This FREE webinar, taking place on 14th July, will show you how to flourish under the pressure of being a social media professional managing the challenges and pressure - especially with the growing importance of social media in the public's interaction with the police.

FEATURE: Technological advances in extracting valuable knowledge and information from Big Data could deliver significant benefits for the security and safety of smart cities and their residents; Policing Insight’s Andrew Staniforth explores a new European research and innovation project that is looking to maximise those benefits for all stakeholders, including policing.

INTERVIEW: Paul Fotheringham took up his post as President of the Superintendents’ Association in March, with policing facing a range of operational and structural challenges, and concerns over pay, pensions, and conditions; after three months in post, he spoke to Policing Insight Editor Keith Potter, and in the first of a two-part interview explores the strained relationship with government, and why there might be cause for optimism.

FEATURE: Several UK police forces have pushed ahead with pilot schemes and the wider roll out of opioid overdose reversal drug naloxone for frontline officers, despite opposition from some staff associations; now a new report by the Advisory Council on the Misuse of Drugs has called for increased support and training for officers as part of a ‘national joined-up approach’ to its use, as Policing Insight’s Keith Potter reports.

OPINION: Recent campaigns have led to longer sentences for those who assault emergency services workers, but a new report from Transform Justice analyses why such sanctions are not working; Transform Justice Director Penelope Gibbs believes better support for staff, improved training and alternative responses to those in mental health crisis may be more effective.

OPINION: New race-based data released by Toronto Police Service has highlighted that nearly a third of all Indigenous people arrested were strip-searched, while one in every three people who were strip-searched were Black; Monika Lemke, a PhD candidate at Canada’s York University, argues that as well as the disproportionality, strip searches are ineffective and unnecessary, and should be stopped.

INNOVATION: With UK police forces looking increasingly to digital channels to expand and enhance public contact and service delivery, Suffolk Assistant Chief Constable Rob Jones shares an innovative project offering a live chat service for victims of domestic abuse that has improved accessibility and consistency, strengthened support and generated the potential for richer evidence to support prosecutions.

OPINION: With UK policing resources under ever-greater pressure, a multi-agency approach to tackling anti-social behaviour – particularly through the consistent use of much-misunderstood Public Spaces Protection Orders – can have significant benefits for both communities and policing, argues Dyl Kurpil, Managing Director of District Enforcement.

OPINION: As the sequel to one of the world’s greatest action movies hits the big screen, Acting Superintendent Stephen Lenney of Devon and Cornwall Police considers what law enforcement can learn from the Top Gun franchise, and why focusing on noise, rather than the object causing it, can create problems for both plane spotting and policing.

ADVERTISEMENT FEATURE: This FREE webinar, taking place on 14th July, will show you how to flourish under the pressure of being a social media professional managing the challenges and pressure - especially with the growing importance of social media in the public's interaction with the police.

INTERVIEW: People with a disability form the single largest minority group in the US, and their interactions with law enforcement can often have damaging yet avoidable outcomes; Policing Insight’s Christine Townsend spoke to Dr Stephanie Zoltowski – and some of those she has trained – about the importance of improving police and first responders’ knowledge and understanding of disability and neurodiversity.

INTERVIEW: Former College of Policing CEO Mike Cunningham QPM started his policing career at Lancashire Constabulary in 1987, becoming Assistant Chief Constable in 2005, before joining the not-for-profit Skills for Justice in 2021 to support the professional development of officers and staff in policing; Policing Insight caught up with him to hear about his latest work, including the Inspire Justice Awards, which will launch next month.