New software helps force identify vulnerable callers

North Wales Police has implemented a ‘known callers’ module as part of its incident management system to identify repeat and vulnerable callers at the point of contact. It can also automatically alert operators to any potential risk of dispatching officers to premises where legally-held firearms may be present.

The new system, supplied by mission-critical software specialist Hexagon Safety and Infrastructure, improves the collection of information from the caller through a configurable workflow that supports the principle of ‘collect once, use many times’.

It uses a specialised rules engine that supports structured dialogue and helps avoid double-entry of information. It also automates the search of data already held by the force, reducing the time spent by the communications operator on basic checking of intelligence.

The force says this consistent approach provides more effective support to those in greatest need of the police’s protection and support.

Paul Shea, North Wales Police control room manager, said the software assists communications operators to identify caller’s vulnerabilities at the point of contact, while also providing a comprehensive history of calls.

“The solution has far exceeded our initial expectations,” he added.

The new module is part of North Wales Police’s Intergraph® computer-aided dispatch (I/CAD) incident management system, supplied by Hexagon, that features integrated capabilities for call handling and dispatching and field communications.

North Wales Police says the module will help it satisfy a crucial requirement of Her Majesty’s Inspectorate of Constabulary in providing the ability to identify and support repeat and vulnerable callers at the point of contact.