Call handler’s instincts make vital difference following silent 999 call

This 999 day we’re celebrating the officers, staff and volunteers that work for Durham Constabulary.

They’re the people that keep the county running. They listen, respond, protect, arrest, investigate, save lives and get justice.

One thing they all have in common is the capability to act on instinct.

In June this year, a silent 999 call came into our control room. The call handler, Ali could only hear heavy breathing and what sounded like someone running up and down the stairs.

Ali tried to engage with the caller a number of times but was unable to get a response from her.

After carrying out some background checks, Ali discovered that we had attended the address the call was coming from several times before.

Ali knew something wasn’t quite right, she trusted her instincts and sent officers to the house in Darlington.

When officers arrived, the woman disclosed that she had been the victim of an assault and the suspect was swiftly arrested at the scene.

Force control room manager, Martin Varley praised Ali’s actions. He said: “It was down to Ali that a vulnerable female was safeguarded from harm and the suspect was removed from the situation.

“Without her acting on instinct, things could have been very different for the woman.

“Our call handlers receive specialist training when it comes to silent calls both in their initial training and by their mentors which determines whether an immediate response is required.”

“One thing we will always do is listen and provide help.”

To report an assault, call Durham Constabulary on 101, or dial 999 in an emergency.

If you’re more comfortable reporting online, you can visit our online reporting page here: https://tinyurl.com/29cm76t7

If you’re not ready to speak to police, there are other agencies who can help. 

Local charity Harbour provides support to those experiencing domestic abuse. Call 03000 20 25 25 or visit www.myharbour.org.uk

We believe you.