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Police 'must handle calls better' Police 'must handle calls better'
(about 4 hours later)
The Scottish Government and police forces must make 999 call handling more efficient, an audit report has said. Police in Fife have said they answered 5,000 more calls this year because of a new centralised answering system.
Scotland's nine forces have recently overhauled their operations so calls are handled in larger control rooms rather than at local police stations. But the Scottish Government and police forces have been warned that 999 call handling must be made more efficient.
An Audit Scotland reports found that Grampian Police failed to answer a fifth (19.3%) of non-emergency calls because of a staff shortage. Scotland's nine forces have recently overhauled their operations so calls are handled in larger control rooms
An Audit Scotland report found that Grampian Police failed to answer a fifth (19.3%) of non-emergency calls because of a staff shortage.
One third (34%) of calls in Fife were to report anti-social behaviour.One third (34%) of calls in Fife were to report anti-social behaviour.
National standardNational standard
The report has criticised the differences between forces in the way calls are recorded. There is no national framework, which means some forces do not categorise calls. The report criticised the differences between forces in the way calls are recorded. There is no national framework, which means some forces do not categorise calls.
Audit Scotland has called on the government to set out a national standard.Audit Scotland has called on the government to set out a national standard.
A spokesman for the Scottish Government said: "Scottish police forces are already looking at how to reduce the burden of non-emergency calls on the 999 service.
"Several police forces - including Fife Constabulary - already have a non-emergency number for people needing to contact the police in those areas. The Crime Stoppers service can also be used as a means of contacting the police."
A programme of changes in the way calls are handled began in 2001.A programme of changes in the way calls are handled began in 2001.
Since then, £30.1m has been invested in new systems and forces have been set a target of answering 92% of emergency calls. Eight forces came within 1% of that target.Since then, £30.1m has been invested in new systems and forces have been set a target of answering 92% of emergency calls. Eight forces came within 1% of that target.
KEY RECOMMENDATIONS Explore the potential for increased efficiencies in handling 999 callsImprove data collection methods for when the 999 service is used inappropriatelyImprove awareness of what non-emergency numbers to callForces should agree standard criteria for call gradingKEY RECOMMENDATIONS Explore the potential for increased efficiencies in handling 999 callsImprove data collection methods for when the 999 service is used inappropriatelyImprove awareness of what non-emergency numbers to callForces should agree standard criteria for call grading
Grampian Police fell well short, answering only 80.7% of the calls. The force's performance was attributed to a major staff shortage.Grampian Police fell well short, answering only 80.7% of the calls. The force's performance was attributed to a major staff shortage.
Almost a quarter of call answering posts were not filled last year and sickness affected 7% of staff.Almost a quarter of call answering posts were not filled last year and sickness affected 7% of staff.
Recently implemented changes in legislation mean police forces are no longer required to send officers to all reported incidents.Recently implemented changes in legislation mean police forces are no longer required to send officers to all reported incidents.
In Fife, the control room is now able to log calls about minor road crashes. The report suggests that has meant sending officers to 1,400 fewer incidents.In Fife, the control room is now able to log calls about minor road crashes. The report suggests that has meant sending officers to 1,400 fewer incidents.
Despite awareness campaigns, the police are still receiving a large number of non-emergency calls to the 999 service.Despite awareness campaigns, the police are still receiving a large number of non-emergency calls to the 999 service.
In one week, sampled for the report, more than half (51%) of calls to Lothian and Borders were for non-urgent help. One of the most common reasons was to report neighbours playing loud music.In one week, sampled for the report, more than half (51%) of calls to Lothian and Borders were for non-urgent help. One of the most common reasons was to report neighbours playing loud music.