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Call Handler Training Programmes: Is Modular the Answer - Assignment Example

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Call Handler Training Programmes: Is Modular the Answer

Every call is entered into a computer and is passed on to the dispatch team who make police assignments. Each call handler takes anywhere from 10 to 80 calls a day. One problem, this call handler mentioned was with the public tying up the emergency line with non-emergency issues. She suggested a similar number for non-emergencies, but this could be worse if people are confused about which line is emergency and which line is non-emergency.
PAD System in Scotland
Scotland has developed a modular approach to training call handlers through a Call Centre which is called a Public Assistance Desk (PAD) and is a system that offers specific information for specific areas based on overall computer input. It was introduced by Lothian and Border Police and it has served to divert non-emergency calls within one Police Division by cutting back on incident reports and freeing officers to handle more frontline duties (Feedback 2001; Fife Constabulary 2005). Another modular approach is the Central Police Training and Development Authority, known as Centrex, established to improve policing with priorities emerging from the National Policing Plan. Centrex is a fairly new plan that continues to be studied in England and Wales.
Exploring Options
Is the 5-week course the most efficient method of training, or would a longer course that offers a broader view of police matters by utilising a modular approach be a better choice A recent HMIC report noted that call handlers are too often judged by the time they take to answer and allocate a call which can result in insufficient information gathering and the wrong priorities (Police Federation 2005, 2006). Because the call handler passes on calls to a dispatch team consisting of police officers, it is not necessary for...
This essay stresses that Scotland has developed a modular approach to training call handlers through a Call Centre which is called a Public Assistance Desk (PAD) and is a system that offers specific information for specific areas based on overall computer input. It was introduced by Lothian and Border Police and it has served to divert non-emergency calls within one Police Division by cutting back on incident reports and freeing officers to handle more frontline duties. Another modular approach is the Central Police Training and Development Authority, known as Centrex, established to improve policing with priorities emerging from the National Policing Plan. Centrex is a fairly new plan that continues to be studied in England and Wales.
This paper makes a conclusion that routing emergency calls in a police department can be compared to triaging in a hospital emergency department. It is just as important to have trained personnel in police services as it is to have trained nurses in triage. By using a computerised customer relationship management (CRM) system to channel all non-emergency calls through a single call-handling centre, Fife Constabulary in Scotland has increased the efficiency of their call-handling staff. The system uses VisionWare’s MultiVue Identification Server to provide a single view of citizen data. Based on Microsoft Biz Talk Server 2004, it adapts to other vendors and offers quick data analysis. The area covered by Fife includes 933 police officers and 416 support staff. In public sector agencies, small pockets of activity occur in limited areas. ...Show more

Summary

In the United Kingdom, a united police force does not exist. Various police forces are organised at the district level only, and there are presently 43 such forces. This discussion will address the question through existing research on the subject…
Author : arnemraz
Call Handler Training Programmes: Is Modular the Answer essay example
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