Do you know when to call 999? If you’re trying to contact us about something which is not an emergency, do you know there are other ways to reach us?
Between 1 April and 30 June 2023 Thames Valley Police received on average 1,200 calls to 999 a day. The majority of calls we receive via 999 are genuine emergencies. However, in some instances people find themselves in a situation and don’t know who to call, so just call us on 999 hoping to be pointed in the right direction, or genuinely thinking this is the correct number. On other occasions, we have people deliberately wasting our time. Having to deal with these sorts of calls can seriously impact our ability to speak to people who genuinely need help when a crime is happening right now or a life is in danger. If you’re unsure of how and when to contact the police, you can find out more on our website.
Between October 2022 and February 2023, an android update was issued which added a new SOS emergency function for mobile phones to call 999 through the power button being pressed five times or more. As a result, in June 2023 we received 8,080 calls in error to 999. This was a 20% increase attributable in part to the Android update.
Superintendent Matt Bullivant of Thames Valley Police’s Contact Management said: “Every summer we see a rise in the number of calls we receive and this year is no different. This is due to longer days, more people being out and about enjoying the weather and increased tourism. Our call handlers are here to help when you need it most, dealing with hundreds of calls each day from across the Thames Valley.
“Help us keep 999 lines clear for your emergencies. Only call 999 if there is a danger to life, a crime is happening at that time, or has just happened, you have immediate concerns for safety or you see something suspicious that needs immediate attention.
“In all other situations, there are other ways to contact us either online, via 101 or report at one of our stations (station opening hours can be found on our website).
“If you do dial 999 by mistake, please don’t hang up – just let us know it was an accident and that you don’t need assistance, we will need to make checks that you are genuinely ok– it will save valuable time for the call handler, who can then answer a genuine emergency call. Please be respectful of staff if they direct you to an alternative method of contacting us. They will need to close the call quickly so they can reach genuine emergencies.
“Silent calls are never ignored. Each one of these calls requires a call back to ensure that the phone user is ok.
Our call handlers work under unprecedented pressure to save lives and support our communities. They are often the unsung heroes behind the scenes and I want to take this opportunity to thank them. No two days are the same for policing and it is a privilege to work alongside these wonderfully inspirational people every day.
Could you be a call handler?
Can you imagine the terror of being chased by someone with a knife? Or being in your car on your usual daily drive, when you’re suddenly upside down in a pile of twisted metal? Now imagine being on the other side. The voice of reason brings calm to a hysterical parent whose child is missing. Keeping an injured and vulnerable person on the line while you update the control room about what’s happening, reassuring your caller that help is on the way.
We need people who won’t shy away from helping strangers through the worst times of their lives. You’ll need to be kind, helpful and tough. You’ll need bags of empathy, but also the resilience to assess real risk and make quick decisions.
If you have what it takes to serve your community in this hugely rewarding job, visit the TVP Careers website for more information on how to apply to be a call handler for Thames Valley Police. Go to www.tvpcareers.co.uk
