However reported, we have a duty to victims and witnesses and will respond to protect those in need.
Our Force Control and Incident Room (FCIR) uses the THRIVE model which is underpinned by the national decision model and the ten principles of risk to assess calls. Call takers make a determination for every call. The FCIR currently employs a team leader whose role is to oversee all demand to use and manage resources efficiently and effectively. All dispatchers continually review calls, and incidents are re-thrived after three and a half hours. The FCIR works with other agencies about issues such as repeat callers and missing people, and all staff receive training in order to be able to identify hidden demand such as modern-day slavery and human trafficking.
We have invested in our force control room in order to ensure it provides the quality service required at first contact. Staff levels have increased, and all staff undertake intensive training and assessment. Quality assurance programmes are in place and the improvement and progression in service delivery has been substantial and sustained. This strategy will ensure the force is not complacent in fulfilling its key responsibilities to victims and witnesses. We will constantly review how effectively we assess risk, identify vulnerability and hidden demand, management of contact demand, ensuring timely and appropriate response at point of first contact.
The FCIR’s digital desk manages online reports through our website and the “live chat” facility. Social media channels are currently not used as a direct contact method. However, impending legislation is due to place social media on the same level of communication as telephony and email. With social media being a preferred method of communication for many, it is clearly understood that ‘direct contact’ social media engagement can provide many benefits for victims, witnesses, and service providers. Having the option of social media communication can reduce the demand on existing contact methods and is good for building trust (delays in engagement can erode trust.) In addition, it could reduce redirection from a preferred contact channel. Engagement via social media is an area of importance going forward and will only develop. Social media communication is also an enabler to accessibility.
Currently victims of crime should be provided with written acknowledgement that they have reported a crime, provided with a clear explanation as to what to expect from the criminal justice system and written information in the form of a leaflet or website details. These entitlements are not currently measured. Following the publication of the 2020 revised Victim Code of Practice (VCOP) it is anticipated that where applicable, at the point of reporting, we will explain how a victim can seek compensation and how they can access restorative justice services.
constantly monitor and look to improve our assessment of risk and vulnerability
maintain effective processes for demand management and identification of hidden demand
aim to ensure all entitlements at point of reporting are fully delivered and subject to a performance framework
review our approach to social media management, maximising the benefits to enhance and improve services to victims and witnesses