This project will look at the decision-process within call centres when assigning police resources.
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The intention of this study is to develop a better understanding of the reactive demand placed upon police forces in relation to calls for assistance, which require a police presence or use of police resources, and how this is currently managed.
It will also provide a theoretical basis for understanding the decision-making processes within control rooms and increase the understanding of the decision-making process, in particular the use of decision-making models and any additional factors that underpin call handlers decision-making.
The study will be conducted in two stages combining both qualitative methods (semi-structured interviews/surveys) and quantitative methods (incident data derived from the Command and Control systems).
The first stage of the study will provide an in-depth analysis of incident data, assessing any temporal or seasonal variations in incident types.
Analysis will be conducted on
- incident volumes
- graded response
- variations in the source of calls (that is 999/101/online reporting)
- the hour, day, and month calls are received
- opening codes and response grades
- variations in opening and closing codes
- incidents involving a mental health qualifier
The second stage of the study will involve the distribution of surveys to control room call-handlers and dispatchers to increase the understanding of the decision-making process within control rooms, in particular the use of decision-making models and any additional factors that underpin call handlers/dispatchers decision-making. A small number of interviews will also be conducted with control room staff.