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News : Sussex Police's "Resolution Centre" Up and Running
Sussex, UK, Nov 23, 2015 -- Police are aiming to deal with up to 41,000 incidents every year by phone rather than in-person using a new call centre that is now up and running.
Sussex Police’s "resolution centre" has been set up to deal with low-threat police matters, including thefts in some cases, without deploying an officer, amid efforts to reduce demand on officers.
Sweeping changes are being made to local policing in order to cope with more than £50m in budget cuts and modernise the service.
Assistant Chief Constable Robin Smith said: "We will be managing demand coming through the organisation differently.
"At the moment we send officers to many incidents and a very large proportion of these could be resolved without deploying a unit at all."
The resolution centre started running on October 26 and is being set-up in phases.
It aims to deal with calls made to the non-emergency number 101 where there is a low threat or risk of harm and where the incident is not an emergency.
ACC Smith said: "The Resolution Centre investigators aim to contact the caller within 24 to 48 hours of the initial call and resolve the incident.
"This different way in dealing with these low risk non-emergency calls reduces the need for officers to attend appointments enabling response officers to focus on emergency calls and investigators to prioritise their investigations.
"For example, stores are now able to send CCTV images to us to investigate thefts without the need of an officer to attend the store to collect the CCTV.
"The Resolution Centre is implementing these new ways of working by making better use of technology."
Sussex Police said this will improve the service for the public as it would often be quicker than waiting for a face-to-face response.
It is aiming to have the centre fully up and running by March. The centre currently has one sergeant or supervisor, five officers and four investigators. As of mid-January it should have three supervisors, 20 officers and 20 investigators.
Where incidents cannot be resolved by the centre they will be sent to the most appropriate policing team.
The force said one example of a case dealt with so far by the centre was a woman who had received a phone call from her ex-partner, who was not allowed to contact her.
The resolution centre established it was a welfare check about their child and resolved the matter over the phone within three hours, police said.
Posted by Veronica Silva Cusi, news correspondent
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About Sussex Police:
Sussex Police is the territorial police force responsible for policing the county of Sussex in southern England (which for administrative purposes is split into East Sussex, West Sussex and the city of Brighton and Hove). Its headquarters is in Lewes, East Sussex.
Published: Thursday, November 26, 2015