New Twitter account encourages correct use of 999 and 101 calls

Avon and Somerset Constabulary has launched a new Twitter account as part of a campaign to encourage people to think before they call to help reduce demand on the non-emergency 101 line.

The new account – @ASPCallCentre – will be monitored by call handlers in the force’s communications centre. Tweets will provide guidance on the correct use of 101 and 999 and staff will also take questions from the public and give an insight into the types of calls they deal with.

The account also aims to highlight times of peak demand, so people can make the decision to call back later. The account cannot be used to report crime.

Staff in the communications centre currently answer an average of 2,200 calls to 101 each day. Calls to 999 are fewer but always prioritised, with 80 per cent answered inside ten seconds.

The force has 17 new call handlers in training, with more staff starting courses in September. However, it continue to see times of peak demand and is encouraging people to think before they call and look online if it is not urgent.

Becky Tipper, communications centre manager, said: “Our specialist call handlers do a fantastic job each day to help the public with a range of emergency and non-emergency issues.

“Teams are now trained to record crime and intelligence at first point of contact and make referrals to our dedicated Lighthouse Victim Care service.

“Calls of this type take a little longer but provide a better quality of service for people when they need us.

“We do see common times of peak demand and this campaign is about providing information so people know when to call us, and how to save time by checking our website first.”

Assistant Chief Constable Nikki Watson, Avon and Somerset’s chief officer responsible for the area of communications, said the new way of working in the communications centre is designed to provide a high-quality service and prioritise help and support for those who need the police most.

“The nature of policing today means we must place calls about threat, harm and risk at the very top of the list for our officers to respond,” she explained.

“We want to encourage people to help us in protecting those people who are most vulnerable by thinking before they call us and asking themselves, is their call really important and necessary?”

Avon and Somerset Constabulary recently released recordings of inappropriate calls made to 101 and 999, including reports of a sandwich-stealing seagull and an angry badger. The force said while these may entertain and make news headlines, they may block emergency calls and this is a message it is keen to stress.

Alongside the thousands of hoax and inappropriate calls, the force is also contacted about issues dealt with by other agencies.