Call Handling Strategy
- Purpose and Direction
- "Streetsafe" and the Reassurance Agenda
- Overview of Roles and Responsibilities
Ownership of Strategy
Communications Department
Aim of Strategy
- The overarching aim of the strategy is to ensure that the Organisation, through its call handling process, is able to maximise the business benefits offered by free and open communication with a public that both supports and has confidence in its police service.
- To streamline and improve prioritisation and the location of calls for assistance. This will result in the release of patrol officer time ultimately leading to improved organisational performance.
- To provide a high quality of service at the initial contact stage in order to influence the outcome of subsequent investigations and to positively shape the callers long term view of Durham Constabulary. In 'communicating excellence' the department will contribute to enhancing public reassurance and support.
- To provide a high quality of service when handling calls throughout the organisation. This will require the establishment and maintenance of robust call handling procedures within Areas and Departments.
Correlation of Strategy
- The Call Handling Strategy will complement and support many other Force initiatives and strategies e.g. the Patrol Strategy, "Streetsafe," and the Crime Strategy etc.
- The Strategy supports the organisation's focus on service delivery.
