Inside the Force Control Room through Covid-19

A Force Control Room spokesperson said: “Covid-19 affects all of us, but inside the Force Control Room (FCR) it’s business as usual, albeit with some extra challenges thrown in.

“We are still open 24 hours a day, seven days a week.

“We are still receiving around 35,000 non-emergency 101 calls and around 8000 emergency 999 calls a month.

“Operational Lincolnshire Police Inspectors lead teams of support staff who are employed under the strategic partnership with G4S.

“These staff are vital and cannot work from home.

“Collectively, they form the brain of our organisation, coordinating our live response to all calls for service from anti-social behaviour to a major incident. “That’s a lot of very important eggs that we couldn’t allow to remain in one basket during the Covid-19 pandemic.

“For the immediate future, we took the decision to effectively split the FCR into two, with the provision of a fully functioning back up facility.

“Staff either work at one location or the other, with no mixing between the two.

“We have hygiene measures in place to prevent contamination and it’s a strict ‘essential staff only’ policy in these areas. With no visitors, uniform is optional at the moment.

“Aside from these changes, our staff continue to deal with whatever challenges the County presents. No two days are the same.

“A call comes in, our staff risk assess it and determine the appropriate police response.

“They ask all the same questions to get the right information to deal with the situation but they now also ask if a household is shielding, isolating or has symptoms of the virus.

“We take precautions accordingly to protect you and our Officers. But the primary aim is still the same; to keep the County safe and keep our Officers safe while they deal with incidents on the frontline.”

The Head of Force Control room Mike Modder-Fitch ADDED: “We are really proud of how the FCR team has faced this unexpected challenge.

“They have faced significant upheaval, and faced head on their own fears and anxieties in coming in each day to ensure we are there to answer our call of duty.

“The professionalism and dedication to serving the general public has been an inspiration. No matter the obstacles that are put in their way, they always find a way through with a smile on their face, they truly are an extraordinary bunch of people”

Police and Crime Commissioner Marc Jones wished to add his gratitude.

Mr Jones said: “The staff working in our control room are doing a fantastic job in challenging circumstances and deserve enormous credit.

“Just like officers on the front line, they are putting themselves at risk every day so the force can continue its work to keep our communities and residents safe during these unprecedented times.

“I want to thank them – and their families - for their commitment and determination to continue serving the public.”

A view from the inside

Controller Sam Evans explains what it’s like to work in the back up facility following the split of staff between two locations.

Sam said: “Working in the control room at the moment is different to say the least!

“We have been split in half to maintain social distancing and keep each other safe.

“Communication isn’t as simple as it once was with plenty of phone calls being made to the other side for little jobs that need doing to help the officers’ day run as smoothly as it can.

“Normally if we get moved into the back up facility, we all get moved together. So it’s strange there just being a few of us.

“We miss our colleagues and video chat technology has come in handy when we have a bit of down time (usually on nights) to catch up!”

Sam explained the additional questions we now ask callers to assess the Covid-19 risk in attendance at incidents.

She said: “Please don’t be concerned if you have to ring 101/999 and you are asked questions surrounding your households’ current Covid-19 situation - we are asking these to keep our staff, and you, safe.”

Sam spoke of the added pressure and concern that comes with policing during a pandemic.

She said: “Asking Police Officers and PCSOs to go into unknown situations is always concerning, but with a virus that is potentially fatal, it’s even more worrying.

“I never want to send anyone into a situation where they have the opportunity to get hurt and we’ll do every check we can to prepare them and minimise the surprises of what they are walking into.

“Unfortunately there are some things we can’t predict and we rely heavily on information from members of the public to ensure their safety.

“Every police officer and member of staff has a family and no one wants to be making a call to say their relative has been injured or exposed to Covid-19 unnecessarily.

“The current situation is unprecedented and odd, but it won’t last forever. We keep working to keep each other safe, so we can enjoy time on the other side of this.”

Dealing with Covid calls

A Force Control Room spokesperson continued: “Long before the pandemic, our call takers were well experienced in dealing professionally and effectively with calls that are not a police matter, some malicious, some misinformed, some from people who simply don’t know who else to call.

“Now, perhaps more than ever, we are receiving a high number of calls that could be answered by private research and common sense, or would be better directed to a different organisation.

“Where we can respond, we will, and we have taken steps to proactively provide information.

“We release information daily on social media including guides on social distancing, shopping for essentials and exercise.

“We also held a live Q and A session last week on Facebook with our Assistant Chief Constable Kerrin Wilson.

“We have done this to help free up our vital FCR staff to deal with policing matters and would welcome your support in thinking twice before you call unnecessarily.

“What’s unnecessary? Here are some of the questions we have been asked:

• Can I walk my dog?

• Can I hang my washing out?

• Can I go fishing?

• I want to report my neighbours are mowing their lawn / washing their windows.

• Can I get permission from the police to go to somewhere out of the county?

• Can I collect my child from university?

• Can I take the car for a run or the battery will die?

• Can I go and wave to a relatives on their birthday?

• Can I have the grandchildren for a few hours/days?

• Can I collect my relative from somewhere and let them stay with me now?

“we understand these are genuine questions in uncertain times but we also need to keep our call takers focused on their primary role.

“As such we have published a list of frequently asked Covid-19 questions to further help reduce the volume of such calls into our FCR. The list can be accessed here

Interested in joining us?

A Fore Control Rook spokesperson added: “Our business of keeping the county safe goes on regardless of lockdown and our call taker recruitment is underway as planned. The FCR is a fast paced environment and requires working under pressure.

“We ensure our communities feel safe and reassured by effectively managing incidents, making sure that adequate resources are deployed to provide a quality service.

“We work with the principles of PRIDE (professionalism, respect, integrity, dedication and empathy) ensuring that the callers’ issues are correctly dealt with in an efficient manner.

“We deal with a wide variety of calls, including crimes in progress, people in a mental health crisis, and giving advice.

“Call Takers must use lateral thinking to explore the best ways of helping the caller without risking their safety.

“We ensure 999 emergency calls for service are answered promptly within Force and National targets and all incidents are recorded in accordance with the National Standard of Incident Recording and the National Crime Recording Standards.

“Call Takers will regularly be dealing with people from our diverse community, often faced with a language barrier.

“We use the help of an interpreter to ensure that they receive the same level of service and response, along with liaising with other agencies and emergency services.

“As well as taking calls, Call Takers are responsible for updating missing person records to ensure that all information is recorded onto the system. This enables officers to find out key details in order to locate the person.

“Call takers will take all the information over the phone in order to effectively risk assess each incident and provide the correct grade of response.”

• Could you fit the bill? Applications close at midday on Tuesday, May 5.

For more details and to apply, click here