Police say that people calling 999 to ask inappropriate questions is putting a strain on the already fully stretched control room.
Superintendent Jason Dickson played one example to YorkMix where a man called in to complain his bus hadn’t turned up in York.
Call handlers have to spend a certain amount of time making sure there isn’t another reason for the call, Maybe the person is at risk from someone else in the room with them.
There may be a mental health issue too. But once they are sure they’re dealing with an ‘inappropriate’ call, he says, they get them off the line quickly.
Listen to part of that call in this video.
On average the force receives around 8,726 ‘999’ emergency calls and 12,278 ‘101’ non-emergency calls a month.
Many 999 calls however are not an emergency, and so the force is highlighting alternative ways to contact police for such calls including calling 101, reporting online, or in some cases, calling an entirely different but more appropriate agency or service that is not the police.
The force has been under pressure to improve the time it takes to answer 101 which many people say they give up on.
Those considering calling 999 are asked to consider the following before dialling:
- Is this a police issue or is another service better suited?
- Is the information already on the police website? Check www.northyorkshire.police.uk
- Has a crime already happened, and you want to report it, or you have information about an incident? You can report it online at www.northyorkshire.police.uk
- Do you want to share some information with police or speak to someone specific? Call the non-emergency 101 number
- Is it an emergency? Is a crime happening right now, or is life or property at risk? Call 999
Photo – Will Smith of North Yorkshire Police
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North Yorkshire Police also receive many calls where the caller has accidently “pocket dialled” or given their phone to a child who accidentally calls the emergency number.
In this instance, Communications Officers must spend time calling the person back to check it is not a genuine emergency.
That’s why Vicky Henderson, a control room deployment manager, says you really should stay on the line to explain what has happened.
It will save a lot of time and they will not be angry with you as mistakes happen. You can see what she has to say in the video below.
Discussing upcoming investments in the force’s Control Room, Assistant Chief Constable Lindsey Butterfield, added:
“This includes putting in place enhanced recruitment plans for more staff within our Force Control Room and expect to have recruited 10% above our establishment by early New Year.
“We have also established a pool of reserve staff to deal with administrative tasks on behalf of the Communications Officers in the Force Control Room. The additional costs for these interim arrangements have been funded by North Yorkshire’s Police, Fire and Crime Commissioner.
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“The dedicated team of staff who handle our calls within our Force Control Room work incredibly hard, in a very challenging environment.
“We will be recruiting for our next intake very shortly so if you or someone you know is interested in joining the team, please keep an eye on the jobs section of our website or register your interest via our vacancies page.”
There were 8,984 emergency calls taken in June 2021, 9,689 in July 2021, and 9,572 in August. Non-emergency calls also increased with 14,912 calls made to 101 in June, 15,412 in July and 14,395 in August.
This year, the lines are even busier with 9,988 emergency and 12,450 non-emergency calls taken in June and so far, this month, 6,535 emergency and 8,055 non-emergency calls have been taken.
The length of call handled on 101 has increased from 6 minutes 41 seconds in 2021, to 7 minutes 15 in 2022 to date, which significantly increased from 2020 at 6 minutes 15 seconds.
The busiest month so far in 2022 was May with 8,847 emergency calls and 13,859 non-emergency calls.”
For more information on what matters the police can deal with, visit the Advice and information page on the force’s website.
If you have a non-emergency call 101, or you can report it online at northyorkshire.police.uk and clicking the ‘report’ tab.
Always call 999 in an emergency or if a crime is in progress.