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Call Handling

Hub

One of the most important priorities for your Police and Crime Commissioner Keith Hunter is to ensure Humberside Police are providing you with an efficient call handling service. When you need to contact the police, in the vast majority of cases it will be by telephone, so it's important to be reassured that the police will answer your call promptly and deal with you professionally.

There are two ways to contact the police by phone, and we'll look at each one in turn to see how Humberside Police are performing.

999 - In an emergency, where a crime is in progress or you, or someone else is in danger, you should always dial 999. For non-emergency matters you should dial 101. 999 calls always take priority over other calls, so effectively they go to the front of the queue. In March 2018 alone, Humberside Police received over 11,400 emergency 999 calls and throughout the last year that demand has never dropped below 10,000 per month. The Force's aim is to answer 999 calls within 10 seconds, and the first chart below shows the level of performance over the last 12 months has usually performed well, with around 90% of calls regularly answered within that time.

Humberside Police will always protect the emergency 999 line and therefore at times of high emergency demand they utilise the staff from the 101 non-emergency line to answer 999 calls. If your call is not an emergency you should not use the 999 line and you can also access Humberside Police's website www.humberside.police.uk and report non-emergencies online and access a wealth of information which may be useful to you.

101 - The vast majority of calls Humberside Police receive are not emergencies needing an immediate police response, and these are handled by the 101 number. In recent times the 101 number has come in for a good deal of criticism with some callers experiencing unacceptable delays in getting their calls answered. To address these problems Humberside Police has undergone a major review of their call centre, known as the Command Hub, and have been recruiting and training more staff to answer calls. The Commissioner Keith Hunter holds regular governance meetings with the Chief Constable and is assured that performance has improved considerably from where it was over a year ago, as the graph below shows. Keith will continue to monitor this situation with the Force to ensure performance continues to improve.

The Force's aim is to answer 101 calls within 30 seconds, and on the second chart below you'll see that performance improved dramatically last summer as staffing levels improved. 101 calls are further split between 'crime' calls and 'incident' calls, crime calls are where members of the public are reporting crimes after they have occurred and an emergency response is not required. The other type of 101 calls are incident calls which are not crime related and can range from road traffic problems to neighbourhood disputes and a variety of other matters. The Command Hub have undergone a major recruitment programme in the last 18 months to boost the number of staff and this is ongoing. Following their initial training more staff will be available to answer calls which should lead to an improvement in performance. We'll continue to monitor this closely and report here on how things are progressing. 

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Hub 999 Mar 18 Hub 101 Mar 18