Issue - meetings

Superintendent Danny Inglis attended the District Executive to update members on the current situation with regards to the 101 non-emergency number.

He informed them that the service received 5000 calls each day and that, whilst the longest wait for a response had been 3 hours, this month the average wait time was 32 seconds. The time varied as it depended on demand and the resilience of the service. Phone calls covered a wide range of issues from very minor to serious crime. Approximately 10% were not related to police business, roughly 500 calls per day.

Members were informed that staff were being recruited and trained, and that a mentoring programme had been introduced. There were ongoing issues around retention as many of those recruited wanted a career in the police force and a constant turnover of staff as they moved on. It was difficult to get the level of staff availability right, as demand was not predictable. Web-chat had been tried, however it was not found to be successful.

Members noted that 999 calls took priority and were usually answered in 10 seconds. Analysis had shown that those that called 101 did not usually redial 999.

Members asked for and received clarification that the IT system recorded hang-up, failures to transfer and whether 999 was dialled afterwards. The police had been surprised when the analysis showed most people did not redial 999.

Members were given additional information as to local staffing and were informed that teams and shifts would be restructured with effect from March 2018. Oldham would have four Inspectors to deliver neighbourhood policing. The service was looking at how officers could be placed back in the community and needed to find venues that were sufficiently secure. PCSO’s were easiest to relocate as they had limited equipment to take with them.

Members asked about the frequent changes in officers and were informed that staff may still move on, however the aim was to have a dedicated Inspector for the area that people could contact and get to know.

The District Executive thanked Superintendent Inglis for attending the meeting and providing detailed information.