Call handling, dispatch, and first response on scene to reported domestic and sexual violence

Report: 2
Report for the Domestic and Sexual Violence Board
Date: 13 July 2010
By Assistant Commissioner Territorial Policing on behalf of the Commissioner

Summary

The MPS provides services in support of the victims of domestic violence and sexual offences. The service has thorough quality assurance and feedback processes and is continuing work to improve the services provided to vulnerable victims of crime.

Central Communications Command (CCC) provides the first contact for the majority of calls involving domestic or sexual violence. CCC is responsible for call handling and allocation of resources to those calls. This report provides an overview of the systems used in dealing with calls and the training provided to officers who are the first responders.

A. Recommendations

1. The committee note this report.

B. Supporting information

Background

1. Central Communications Command (CCC) is responsible for the initial receipt and handling of all calls and response deployment of police resources. Operators within CCC First Contact have emergency call handling skills which they use to prioritise calls.

2. An automated system identifies the operator with the lowest estimated wait time and passes the call to that operator. The First Contact Operator deals with all calls according to processes adopted from national guidelines on call and incident handling, and recording of crime.

3. The call is then passed to a Dispatcher who makes a risk assessment using a system generated template, and assigns an available unit to the highest priority call. Dispatchers have a variety of units to deploy from borough, to pan-London or specialist operations units.

Call Patterns

4. In the period from February to April 2010 the peak period for calls regarding sexual offences was between 9am and 5pm. (Working hours) Calls were steady during the week but dipped to about two thirds over the weekends. Total calls were around 3800.

5. The peak period for calls regarding domestic incidents is 10am to 6am (overnight). The total overall was 34124 with a slight increase over Sunday to Monday.

Call Handlers

6. Standard operating Procedures (SOPs) give guidance to call handlers on the importance of securing forensic evidence. Call Handlers have been identified as a key focus is early evidence gathering.

7. The need for confidentiality is stressed. Where appropriate, keeping telephone lines open is a priority and in the event of a disconnection officers will be always despatched.

8. Call Handlers are taught to investigate every call, risk assess it, process and grade it according to national standards. Drop down computer menus give access to SOPs as incidents occur.

9. The current training is classroom-based for new communications officers. It lasts approximately 75 minutes and consists of trainer lead sessions, board blast activity and a question and answer session. As of 31st March 2010 approx 90% of CCC First Contact staff have had this training.

10. Operators are trained to check type of call they are dealing with and ensure that all actions detailed on the SOP have been carried out.

11. Training includes

• Types of violence (including financial and psychological violence)
• Definitions and terms of reference.
• Background statistics to highlight the number of incidents and the recidivist rate.
• Numbers of homicides as a result of domestic abuse and the number of occasions of abuse before reporting.

12. The training explains the importance of the call taker in terms of their response to the incident and the recording of the information as part of the evidence chain.

13. There is a dedicated session for forensic advice during the initial training.

14. Refresher sessions are available to access through the intranet. The SOP's also contain some detail around evidence preservation and victim care.

15.

With the implementation of new standards due in July 2010, the MPS will identify violence against the person accompanied by qualifying descriptors:

• Honour based Incident
• Domestic Incident
• Domestic Crime

First responders

16. All MPS officers, whilst they are at Training School or foundation training, are trained in response to domestic violence and sexual offences. All officers receive the same amount of training, although there is no usual input for BOCU CSU officers.

17. Students have eight 45-minute periods for the “Domestic Violence” lesson, which equates to one whole day of training. Lessons cover the subject matter, legislation, victim care, witnesses, role of the CSU, safety, medical, positive action and Book 124D.

18. The “Sexual Offences” lesson consists of six 45-minute periods. The lesson is taught in conjunction with lesson notes, and includes legislation, victim care, preservation of evidence, early evidence kits.

19. There are subsequent lessons “First Steps at Scene of a Sexual Assault” consisting of two 45-minute periods and “Scenes of Major Crimes”, covering scene preservation and exhibits.

20. Intensive immersion training uses the Hydra Suite for realistic simulation of domestic and sexual violence incidents. For more information on Hydra see Appendix 1. To 31 March 2010, 1500 students have undertaken this intensive course.

21. Borough officers may have refresher during mandatory training days. The content and frequency depends on the borough, shift pattern in place and need for refresher or updates.

22. Local CSU and SCD2 staff have established regular team visits to discuss issues and developments with borough officers. Their highly qualified and experienced officers conduct these visits. And, as a recent initiative, SCD2 have just published and disseminated 30,000 aide memoirs to frontline responding officers.

Maintaining Standards

23. CCC has recently reviewed its QA process using the following methodology:

• Front line supervisors complete a minimum of two supervisory interventions per tour of duty. For example, ensuring that staff seek relevant information for calls and recheck informant contact details. They are supervised by the Team Duty. CCC Performance Unit conducts secondary quality assurance.
• The MPS uses an independent audit process through the Data Accuracy Team who audit both crime and incident standards
• Data accuracy and quality in CCC is led at Superintendent level with a formal governance structure to ensure that the standards are met and to set QA priorities.

24. Supervision and standards of response to domestic and sexual violence incidents are firstly the responsibility Section Sergeant or Patrol Sergeant. The Duty Officer is informed of such incidents and intervenes where necessary. BOCU CSU or SCD2 provides support. and where appropriate they will accept the investigation.

25. In addition to using the information from questionnaires to identify the standards of support provided by SCD2 staff; victims are asked to comment on their experiences with the first officers who made contact. This provides opportunities to improve working practices and training.

26. The Specialist Crime Directorate Crime Management Unit (SCD CMU) is responsible for the management of SCD investigations on the Crime Reporting Information System (CRIS) and monitors the quality of investigations.

Public Experience

27. The MPS reviews response times for domestic violence calls at BOCU level through the Key Performance Review Meeting at management board level.

28. CCC’s Confidence, Satisfaction and Standards Unit monitor and extracts the lessons from public feedback. Volunteers are used to undertake telephone surveys on caller satisfaction. Between 10,000 and 18,000 callers are sent SMS text messages every month to seek feedback. Callers who have expressed dissatisfaction are invited to attend CCC and discuss their experience. This provides a citizen focused proactive resource to support the MPS pledge commitments.

29. The SMS survey does not include callers about domestic violence or serious sexual offences to reduce their personal risk.

30. In respect of sexual offences, SCD2 recognises the need to seek feedback from the victims of rape and serious sexual assault. Their staff seek greater opportunities for victims to engage in providing feedback. This is intended to increase the MPS's awareness of how victims perceive the service provided.

31. Victims are handed feedback forms by SOIT officers (unless certain criteria apply) at the charge decision and at the conclusion of the investigation. Since the implementation of the SCD2 there has been an encouraging increase in the number of victims providing feedback.

32. The MPS Confidence and Satisfaction board is currently reviewing the capacity and approach in terms of getting feedback from customers. Domestic violence is a specific stream of work as part of that.

C. Race and equality impact

This report summarises existing policies, SOP’s and procedures, there are no Equality and Diversity issues related directly to the contents of the report. Equality Impact Assessments are incorporated into informed risk assessments, identification and management of each existing policy and SOP. Please see the attached EIA’s for further information.

• See Appendix 2A and 2B

D. Financial implications

All matters discussed in this report are financed from existing budgetary provision.

E. Legal implications

This report is submitted as part of the governance process and no legal implications arise.

The information contained in this report will assist the MPA to fulfill its duty to set, monitor and hold the MPS to account for policing performance targets, and to transform community engagement to help Londoners secure more responsive policing.

Report author: Bob Hunter, Inspector TP

Abbreviations

• CCC Central Communications Command
• SOPs Standard operating procedures
• CSU Community safety unit
• 124D Domestic incident recording notebook
• CMU Crime management unit
• SAAR Safeguarding adults at risk

Appendix 1: Phase 4 HYDRA training information

Phase 4 Hydra is the developmental phase of probationer training. It is programmed to fall between weeks 40 and 104 of service. All MPS probationary officers attend three 5-day courses. These courses are delivered using an immersive learning technique known as Hydra.

The Phase 4 Hydra programme covers all officers who joined the MPS from April 2007 onwards. There are three themed weeks, the Criminal Justice Week, the Counter Terrorism/Critical Incident Week and the Public Protection Week. Domestic and Sexual violence are both covered in the Public Protection Week which is the final week that officers attend.

Domestic Violence

A one-day session using Hydra to immerse the officers who work in syndicates to deal with a call to a disturbance which turns out to be a domestic dispute between a same sex couple. There is evidence of a child who lives at the address. The objectives to be achieved are:

1. State the definition of ‘Domestic Violence’ – ACPO.
2. State meaning of ‘Family Members’ with regard to the definition of DV.
3. Explain meaning of SPECSS+ re risk identification.
4. Discuss each of these factors, explaining why none of them should be overlooked.
5. Explain the Risk Management model RARA.
6. Discuss positive measures and options available to assist vulnerable victims.
7. Discuss the barriers presented to victims of domestic violence in prosecuting their abuser.
8. Explain why children or family members should not be used as interpreters in DV cases.
9. Explain why community leaders should not be used as interpreters/mediators in DV cases.
10. Explain how a multi-agency (partnerships) response can be effective in relation to domestic violence.
11. Identify circumstances when a Merlin PAC is required as a result of a DV Incident
12. Explain circumstances when a book 101 is required.

Objective 3 will be amended when the MPS move to the DASH model of risk identification.

Sexual Assault

A one-day session using Hydra to immerse the officers who work in syndicates to deal with a call to a domestic assault this turns out to be an allegation of rape within a relationship. There is evidence of a child who lives at the address. The objectives to be achieved are:

1. Explain the different elements that make up the offence of Rape.
2. Explain the difference between Rape and Assault by Penetration.
3. Explain what is meant by consent, as defined by the Sexual Offences Act 2003.
4. Explain the offence of administering a substance with intent
5. State the initial actions on receipt of a complaint of rape.
6. Explain what is meant by ‘Early Complaint.’
7. Discuss the importance of forensic evidence in sexual offences.
8. Describe the best methods of obtaining and preserving forensic evidence.
9. Explain how and when to use an Early Evidence Kit.
10. Examine the impact of this type of offence upon victims.
11. Explain the effects of ‘Rape Trauma Syndrome.’
12. Discuss how the first responders’ attitudes can impact on a victim and any subsequent investigation.
13. Discuss the role of ‘Project Sapphire’ in improving rape investigation and victim care.

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