Policy P28 - Force Control Room | South Yorkshire Police

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This is South Yorkshire Police’s Statement of Agreed Policy on Force Control Room. This policy relates to localised procedures only and therefore not supported by Authorised Professional Practice (APP).

This policy covers the following area:

The operation of the Force Control Room, including initial contact, incident grading and assessment, and deployment of police resources to active incidents. This policy and associated Procedural Instructions are in line with the National Contact Management Strategy

Associated Procedural Instructions

Pi28.2 - Incident Handling Protocol

Pi28.3 - Airwave Operational Guidance

Pi28.4 - ACPO Protocol for Responding to Incidents at the Homes of Members of the Judiciary and their families

Pi28.5 - Incident Grading and Response

Pi28.6 - Call Out Protocol

Pi28.7 - Repeat and Nuisance Caller Policy Process

Pi28.8 - GoodSam Guidance

Pi28.9 - Non-DA Non Engagement Instructions

Pi28.10 - Silent/abandoned calls

Associated Policy / Procedural Instructions

P7 - Information Management

P38 - Right Care Right Person

Pi38.1 – Concern for Welfare / Concern for Safety Incidents

Pi38.2 – Walk Out of Health Care Facilities

Pi38.3 – Mental Health

Pi38.4 - Management and Transport of Casualties

Equality Act 2010

The Act creates a statutory requirement for all Functions and Policies (Including Procedural Instructions) to be analysed for their effect on equality, diversity and human rights, with due regard to the General Equality Duty.

In principle, this document has been assessed for discrimination, which cannot be justified, among other diverse groups.

The Code of Ethics published in 2014 and revised in 2024 by the College of Policing requires us all to do the right thing in the right way.

The 2024 Code of Ethics is not a statutory Code of Practice, it has the same status as other guidance produced by the College. The Code of Ethics is supported by the Code of Practice for Ethical Policing. This is a statutory Code of Practice which provides chief officers with direction on promoting and supporting ethical and professional behaviour within their forces.

Human Rights/Discretion

The purpose of providing policy is to give an indication to staff of the expected course of action. However it is not possible to cater for every possible combination of factors that would justify a departure from stated policy. The Human Rights Act 1998 requires the proper use of discretion at all times and nothing within this policy and associated procedural instructions prohibits the proper use of discretion in appropriate circumstances.

Where action is taken that has the potential to interfere with an individual's Human Rights, the reasons behind the making of the decision to act in that way should be recorded on the appropriate forms, or where this is not practicable, in pocket books or policy logs.

Rights of redress for members of the public:

Anyone who feels that a member of staff has behaved incorrectly or unfairly, or who is dissatisfied with organisational matters, service delivery or other operational policing issues, has the right to make a complaint.

Initial action should be taken in one of the following ways:

Complain in writing or in person to the Senior Officer at the appropriate police station or to the Chief Constable of the force concerned.
Visit a local Citizens' Advice Bureau
Contact a Solicitor

Rights of redress for South Yorkshire Police personnel:

South Yorkshire Police personnel who feel they have grounds for concern in relation to the implementation of policies may, as appropriate:

Pursue concerns through their line manager.
Contact a First Contact Advisor.
Pursue a grievance formally through the South Yorkshire Police Grievance Resolution Procedure.
Seek advice from their staff association or trades union.

Use procedural instruction Pi23.11 - Management of Complaints, in the section entitled Handling Complaints relating to Direction and Control.

Start Date: 01/01/2017

Review:

This statement of agreed policy is managed by Head of Force Control Room.

This policy and its Equality Analysis were last reviewed on: 20/05/2025

The date for the next review of this policy and Equality Analysis is: 20/05/2027

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Policy P28 - Force Control Room