Call Handler Training Programmes: Is Modular the Answer - Assignment Example

Call Handler Training Programmes: Is Modular the Answer Call Handler Training Programmes: Is Modular the Answer In the United Kingdom, a united police force does not exist. Various police forces are organised at the district level only, and there are presently 43 such forces (Policing 2006). Given the local focus on different types of crime in these districts, a single police organisation would be hard pressed to offer training throughout the UK that would cover all areas. The Association of Chief Police Officers in England, Wales & Northern Ireland (ACPO) and the Association of Chief Police Officers in Scotland (ACPOS) are the two major organisations involved in trying to coordinate police services, but it is the fragmented nature of overall police services that has led to concerns about communication and performance throughout the various regions of the United Kingdom, especially with response times (Policing 2006). This is especially true at the first level of communication__the call handler. Is there a need to improve learning methods for call handlers and would use of modules be the best option This paper will address the question through existing research on the subject. First Responder When an incident occurs which might require police action, the first person to hear about it is the call handler. For this reason, it is important for the call handler to have a thorough knowledge of the area being served and to be aware of what constitutes an incident that requires immediate police action. Because they are often hired without previous experience in police matters, an onsite training course is given over a five-week period. In an online interview with a specific call handler the method of training is delineated as follows (Moule 2004). In the first week, the call handler told the interviewer that her training consisted of becoming familiar with the workspace and the building and being measured for a uniform. This was followed in remaining weeks by learning about law, traffic accidents, firearms and how to grade the calls coming in, with relevant tests along the way. Once her training was completed, the call handler was assigned to a desk each day, either 9's or general calls. The 9's are the 999 emergency calls. Every call is entered into a computer and is passed on to the dispatch team who make police assignments. Each call handler takes anywhere from 10 to 80 calls a day. One problem, this call handler mentioned was with the public tying up the emergency line with non-emergency issues. She suggested a similar number for non-emergencies, but this could be worse if people are confused about which line is emergency and which line is non-emergency. PAD System in Scotland Scotland has developed a modular approach to training call handlers through a Call Centre which is called a Public Assistance Desk (PAD) and is a system that offers specific information for specific areas based on overall computer input. It was introduced by Lothian and Border Police and it has served to divert non-emergency calls within one Police Division by cutting back on incident reports and freeing officers to handle more frontline duties (Feedback 2001; Fife Constabulary 2005). Another modular approach is the Central Police Training and Development Authority, known as Centrex, established to improve policing with priorities emerging from the National Policing Plan. Centrex is a fairly new plan that continues to be studied in England and Wales. Exploring Options Is the 5-week course the most efficient method of training, or would a longer course that offers a broader view of police matters by utilising a modular approach be a better choice A recent HMIC report noted that call handlers are too often judged by the time they take to answer and allocate a call which can result in insufficient information gathering and the wrong priorities (Police Federation 2005, 2006). Because the call handler passes on calls to a dispatch team consisting of police officers, it is not necessary for them to have more than the most rudimentary training in order to be a call handler. Lack of sufficient training in how to analyse a caller's needs creates an additional time-consuming step in allocating calls and increases the possibility of errors. A modular training course for call handlers would no doubt initiate a higher salary on completion, but the ability of police officers to increase frontline duties would more than make up for it. Current Reflections on Modular Learning Routing emergency calls in a police department can be compared to triaging in a hospital emergency department. It is just as important to have trained personnel in police services as it is to have trained nurses in triage. By using a computerised customer relationship management (CRM) system to channel all non-emergency calls through a single call-handling centre, Fife Constabulary in Scotland has increased the efficiency of their call-handling staff. The system uses VisionWare's MultiVue Identification Server to provide a single view of citizen data. Based on Microsoft Biz Talk Server 2004, it adapts to other vendors and offers quick data analysis (Fife Constabulary 2005). The area covered by Fife includes 933 police officers and 416 support staff. In public sector agencies, small pockets of activity occur in limited areas. With MultiVue and its relate CRM solution created by Fife, information supplied by telephone, e-mail, fax and Police website is integrated and consolidated into a single view of the citizen over a broad area. In Scotland, it would seem that e-modular learning is the wave of the future. Benefits of System In the case of emergency calls, the system is able to pinpoint the area where the emergency is taking place and dispatch officers to the scene. Most calls, however, are non-emergency. According to Fife, in the case of complaints about service by a local authority__ abandoned motor vehicles, littering, repairing street lights__these can be passed on by the call handler to Fife Council by e-mail. John Baker, CRM Project Manager notes that examination of the system has made the Council far more aware of demands on police that should be handled by the Council. The CRM user will have a full record of previous contacts or will know if it is the first time a citizen has called. In addition, as the system builds its base, the geographical areas of most concern can be immediately identified. It can also assist the Fife Constabulary to integrate its processes with other agencies, especially those which protect people at risk (Fife Constabulary 2005). Centrex is the Central Police Training and Development Authority offering training and advice to police forces in England and Wales and was established to improve policing with priorities emerging from the National Policing Plan 2005-2008. Goals have been set in the UK to develop partnerships at local, national and international levels in order to establish a citizen-focussed police service. Centrex uses IT technology to offer learning opportunities through training modules in printed and electronic workbooks, i.e. details of geographic locations. According to Centrex, for instance, Brighton has a high percentage of gays and Eastbourne has a high population of older and retired persons (Centrex 2006). A year ago, HiPath Interaction Manager was launched, enabling all members of a police force__from call handlers to beat officers__to log in and track all interactions that the force has with the general public. Training modules are underway in several policing areas and appear to be succeeding with performance management principles that increase time for police on frontline duties (HiPath 2005). Conclusions Langmead Jones (1999) defines a modularised course as one that has been reorganised into linked modules which also could be run individually. Present literature review indicates that e-learning modules utilising IT are becoming more and more popular as the UK works to form partnerships throughout the world. The use of modules in any area can expand learning from local levels into international understanding with instant communication available. Accordingly, training for call handling could be divided into three modules at intervals of one month over a 12-week period, offering 1) theoretical, 2) skill-based and 3) knowledge-based learning and offering on-the-job training sessions between modules (Langmead Jones 1999). Would a modular approach to call-handler training over a 12-week period be more beneficial than the present 5-week training period Based on studies that are presently underway in the UK, creating such a set of modules would offer an initial modular course that could be expanded into further training, allowing call-handlers an opportunity to increase their learning within the police services and beyond if desired. Christopher Ambler, Chief Superintendent of Sussex Police Service is presenting a case study analysing call-handler response to 32 burglary cases at the Second International Conference on Investigative Interviewing scheduled for July 3-7, 2006. To date, according to him, there is limited knowledge as to what actually occurs at this vital stage of the investigation process. The final conclusion of this paper is that the 5-week training course for call handlers should be expanded to at least a 12-week modular plan covering detection and notification, data gathering, reconstruction analysis, recommendations and monitoring, reporting and exchange. The improvements and ongoing programmes noted so far in the materials gathered for this paper clearly indicate that e-learning modules offer more rapid, more focussed and more consistent momentum for modernisation in the 21st century. References ALNAP Training Modules. 2003. ALNAP. Available from: http://www.odi.org.uk/alnap/training.html [30 April 2006] Ambler, Christopher. 2006. 'Call handling centres - an evidential opportunity or threat'. Accepted paper: Second International Conference on Investigative Interviewing, July 3-7, 2006. Centrex. 2006. Available from: http://www.centrex.police.uk/cps/rde/xchg/SID-3E8082DF-A68ACB7E/centrex/root.xsl/about_us.html Feedback Report: Call Centres in the Scottish Public Sector Seminar. 2001. Science Technology & Innovation. Available from: http://www.scotland.gov.uk/library3/government/ccsp-14.asp [1 May 2006] Fife Constabulary. 2005. CRM Solution Frees Scottish Police Officers to Spend More Time on the Beat. VisionWare. Available from: http://www.visionwareplc.com/upload/Fife%20Consabulary%20(relate%20and%20MultiVue).pdf [30 April 2006] Hipath Interaction Manager. 2005. Siemens Communications. Available from: http://www.communications.siemens.co.uk/downloads/jd198_hipath_interaction_manager.pdf [29 April 2006] Hipath Interaction Manager. 2005. Siemens Communications. Available from: http://www.communications.siemens.co.uk/downloads/jd198_hipath_interaction_manager.pdf [29 April 2006] HMIC: Her Majesty's Inspectorate of Constabulary. Home Office. Available from: http://inspectorates.homeoffice.gov.uk/hmic/ [1 May 2006] Langmead Jones, P. R. 1999. 'On a Course: Reducing the impact of police training on availability for ordinary duty. Police Research Series Paper 111. Available from: http://www.homeoffice.gov.uk/rds/prgpdfs/fprs111.pdf [29 April 2006] Moule, Julie. Call Handler: Interview. 2004. Norfolk Constabulary. Available from: http://www.norfolk.police.uk/article.cfmartID=4382&catID=722&bctrail=0 [29 April 2006] MultiVue: Creating the Single View. 2006. VisionWare. Available from: http://www.visionwareplc.com/upload/Fife%20Consabulary%20(relate%20and%20MultiVue).pdf [2 May 2006] 'Police Federation Calls for Better Call Centre Training'. 2005. Training and Education. Securizine. Available from: http://www.securizine.com/pages/TrainingEducationSept05.html [29 April 2006] Police Federation calls for improved call handling. Updated April 27, 2006. Police Federation of England and Wales. Available from: http://www.polfed.org/default_D8DD731F2E9C4EF79B54C33382B0C950.asp [29 April 2006] Policing in the United Kingdom. Last modified 29 April 2006. Wikipedia. Available from: http://en.wikipedia.org/wiki/British_Police [30 April 2006] Tuffin, Rachel. 2001. Flexible Working Practices in the Police Service. Police Research Paper 147. http://www.homeoffice.gov.uk/rds/prgpdfs/prs147.pdf [29 April 2006] Read More