How the rise in call volume is affecting
police call handlers
The role of a call handler in a police control room is essential. They are the first point of contact for members of the public who need assistance in an emergency and are responsible for obtaining the critical information needed to dispatch police officers to the scenes of incidents. However, the growing pressures on society mean growing pressure on call handlers and dispatchers. In this blog, we will explore the link between an overall rise in call volume, in both emergency and non-emergency calls, and the impact this has on control room operators.
The rise in call volume
The number of emergency calls that come into UK police control rooms has been steadily rising over the past few years. As has the number of non-emergency calls. This increase is placing a significant strain on control room operators who are tasked with handling all of these calls. One of the significant contributors to the rise in call volume is the increase in mental health-related calls. The number of these types of calls to police control rooms in England and Wales has increased significantly over the past five years.
The impact on control room operators
This rise in call volume is having a major impact on control room operators as it puts them under more pressure to handle calls quickly and efficiently. This increased pressure can lead to stress and burnout, which can have a negative impact on operators' mental health and well-being. Although only 30 percent of control room staff work in call handling, they accounted for 50 percent of control room sickness.
Call handlers who are under constant pressure are more likely to take sick days or leave their positions altogether. This is leading to a shortage of experienced control room operators, which further exacerbates the problem.
The impact of the rise in call volume and complexity on control room operators is compounded by the fact that there is a growing shortage of control room staff in the UK. Staff numbers are expected to continue to decrease as vacancies grow. This shortage of staff means that control room operators are often working long hours and handling a higher volume of calls, which can lead to burnout and stress.
The importance of control room technology
The implementation of control room technology that streamlines operations - alongside better training and working environments - can help ease the growing pressure on control room operators. Technology like Motorola Solutions’ Control Room Solution (CRS) Call Assist, with its human-centred design, makes automatic searches that provide vital background information, which can save valuable time for control room operators and lead to better outcomes. This can help to reduce the pressure on operators and improve their well-being. In addition to streamlining operations, technology can also help to improve the accuracy and efficiency of call handling, meaning calls are dealt with more efficiently.
