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2007 Police Staff Service Group Conference
20 June 2007
Carried as Amended

Conference is concerned at the number of members facing disciplinary proceedings specifically in the call management bureau.

This is not only down to internal issues but also the amount of complaints being made from the public and therefore members are being investigated under the Independent Police Complaints Commission.

Conference feels the main problem is down to the National Call Handling Standards and the requirement to answer calls within a set time. National Call Handling Standards is the reason members feel an urgency to answer calls as swiftly as possible and move onto the next. This means they are not gleaning sufficient information from the caller thereby leaving themselves vulnerable to error and complaint from the public.

Conference instructs the Service Group Executive to:

1.Make representations to the NPIA, Home Office and other appropriate bodies to relax, review or eradicate the National Call Handling Standards to enable members to carry out their role efficiently and effectively and give a quality of service to the public that they deserve instead of achieving the quantity of a poor quality of service this is producing.

2.Work with the aforementioned bodies to issue advice to all forces and Branches