Control Room Roles & Responsibilities

The request was successful.

Dear Metropolitan Police Service (MPS),

Please can you provide me with the following information:

1) The Roles & Responsibilities of the Control Room Staff
2) Any rank structure that is in place within the Control Room for staff? E.G Duty Officer, Dispatcher, Call Handler, etc.
3) Levels of career progression and training offered to Control Room Staff

Thank you for taking the time to look and considering my request.

Yours faithfully,

Anthony Fowler

Metropolitan Police Service (MPS)

Dear Mr Fowler

Freedom of Information Request Reference No: 2017090000030

I write in connection with your request for information which was received
by the Metropolitan Police Service (MPS) on 01/09/2017.  I note you seek
access to the following information:

"Please can you provide me with the following information:

1) The Roles & Responsibilities of the Control Room Staff
2) Any rank structure that is in place within the Control Room for staff?
E.G Duty Officer, Dispatcher, Call Handler, etc.
3) Levels of career progression and training offered to Control Room
Staff"

Your request will now be considered in accordance with the Freedom of
Information Act 2000 (the Act).  You will receive a response within the
statutory timescale of 20 working days as defined by the Act.  

If you have any further enquiries concerning this matter, please contact
us at [email address] or on the phone at 0207 161 3500, quoting the
reference number above. Should your enquiry relate to the logging or
allocations process we will be able to assist you directly and where your
enquiry relates to other matters (such as the status of the request) we
will be able to pass on a message and/or advise you of the relevant
contact details.

Yours sincerely

R. Loizou
Support Officer - Freedom of Information Triage Team
 
COMPLAINT RIGHTS

Are you unhappy with how your request has been handled or do you think the
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Complaint

If you are dissatisfied with the handling procedures or the decision of
the MPS made under the Freedom of Information Act 2000 (the Act) regarding
access to information you can lodge a complaint with the MPS to have the
decision reviewed.

Complaints should be made in writing, within forty (40) working days from
the date of the refusal notice, and addressed to:

FOI Complaint
Information Rights Unit
PO Box 57192
London
SW6 1SF
[email address]

In all possible circumstances the MPS will aim to respond to your
complaint within 20 working days.

The Information Commissioner

After lodging a complaint with the MPS if you are still dissatisfied with
the decision you may make application to the Information Commissioner for
a decision on whether the request for information has been dealt with in
accordance with the requirements of the Act.

For information on how to make application to the Information Commissioner
please visit their website at www.ico.org.uk.  Alternatively, write to or
phone:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Phone: 0303 123 1113

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Metropolitan Police Service (MPS)

Dear Mr Fowler

Freedom of Information Request Reference No: 2017090000030

I am emailing you in connection with your request for information which
was received by the Metropolitan Police Service (MPS) on 01/09/2017,
please accept my apologies for the delay in responding to you.  I note you
seek access to the following information:

Please can you provide me with the following information:

1) The Roles & Responsibilities of the Control Room Staff
2) Any rank structure that is in place within the Control Room for staff?
E.G Duty Officer, Dispatcher, Call Handler, etc.
3) Levels of career progression and training offered to Control Room Staff
.

SEARCHES TO LOCATE INFORMATION

To locate the information relevant to your request searches were conducted
at MetCC Operations.  The searches located information relevant to your
request.

DECISION

I have today decided to disclose the located information to you in full.

1) The Roles & Responsibilities of the Control Room Staff

First Contact (telephony)
Primary function to engage with members of the public through the 101/999
system, the first decision maker on behalf of the organisation
Pass calls and incident to CAD / CHS, lease with Despatch
Provide MPS staff with reports using CAD/CHS
Grading calls from the public to illicit appropriate response
Awareness of the NICL and implement it
Liaising with other blue light partners
Fully conversant of the bus con processes in the event that CAD goes down
Assess calls re vulnerability

Despatch
Primary function is to allocate officers to incidents following CAD report
generated by First Contact
QAs call grading - If appropriate challenges buy either escalating or
downgrading call
Where necessary can escalate matters to relevant colleague
Liaise with external agencies
Undertake intel checks on behalf of officers prior to their deployment -
re Officer Safety
Continually provide intel up to the first hour of MPS on scene
Fully conversant of the bus con processes in the event that CAD goes down
Assess calls re vulnerability
Manages list of open incidents
Co ordinate the appropriate police resource have an awareness of available
resources
Identify appointment appropriate incidents and liaise with appointment
team
Awareness of call signs and borough codes

2) Any rank structure that is in place within the Control Room for staff?
E.G Duty Officer, Dispatcher, Call Handler, etc.

Each team is managed by a Duty Officer who is either a Police Inspector or
a member of Police Staff at a Band C level.
Despatch and First Contact supervisors are Police Sergeants or a member of
Police Staff at a Band D level.
Despatch and First Contact operators are Police Constables or a member of
Police Staff at a Band E level.

3) Levels of career progression and training offered to Control Room Staff
.

There are regular internal promotion processes as well as opportunities to
work in other parts of the Operation Command Unit (OCU).  MetCC staff are
also able to apply for vacancies in other parts of the organisation.

Should you have any further enquiries concerning this matter, please
contact me via email at [email address], quoting the reference
number above.

Yours sincerely

Lisa Murphy
Information Manager

In complying with their statutory duty under sections 1 and 11 of the
Freedom of Information Act 2000 to release the enclosed information, the
Metropolitan Police Service will not breach the Copyright, Designs and
Patents Act 1988. However, the rights of the copyright owner of the
enclosed information will continue to be protected by law.  Applications
for the copyright owner's written permission to reproduce any part of the
attached information should be addressed to MPS Directorate of Legal
Services, 10 Lambs Conduit Street, London, WC1N 3NR.
 
COMPLAINT RIGHTS

Are you unhappy with how your request has been handled or do you think the
decision is incorrect?

You have the right to require the Metropolitan Police Service (MPS) to
review their decision.

Prior to lodging a formal complaint you are welcome to discuss the
response with the case officer who dealt with your request.  

Complaint

If you are dissatisfied with the handling procedures or the decision of
the MPS made under the Freedom of Information Act 2000 (the Act) regarding
access to information you can lodge a complaint with the MPS to have the
decision reviewed.

Complaints should be made in writing, within forty (40) working days from
the date of the refusal notice, and addressed to:

FOI Complaint
Information Rights Unit
PO Box 57192
London
SW6 1SF
[email address]

In all possible circumstances the MPS will aim to respond to your
complaint within 20 working days.

The Information Commissioner

After lodging a complaint with the MPS if you are still dissatisfied with
the decision you may make application to the Information Commissioner for
a decision on whether the request for information has been dealt with in
accordance with the requirements of the Act.

For information on how to make application to the Information Commissioner
please visit their website at www.ico.org.uk.  Alternatively, write to or
phone:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Phone: 0303 123 1113

Consider our environment - please do not print this email unless
absolutely necessary.

NOTICE - This email and any attachments may be confidential, subject to
copyright and/or legal privilege and are intended solely for the use of
the intended recipient. If you have received this email in error, please
notify the sender and delete it from your system.  To avoid incurring
legal liabilities, you must not distribute or copy the information in this
email without the permission of the sender. MPS communication systems are
monitored to the extent permitted by law.  Consequently, any email and/or
attachments may be read by monitoring staff. Only specified personnel are
authorised to conclude any binding agreement on behalf of the MPS by
email. The MPS accepts no responsibility for unauthorised agreements
reached with other employees or agents.  The security of this email and
any attachments cannot be guaranteed. Email messages are routinely scanned
but malicious software infection and corruption of content can still occur
during transmission over the Internet. Any views or opinions expressed in
this communication are solely those of the author and do not necessarily
represent those of the Metropolitan Police Service (MPS).

 

Find us at:

Facebook: Facebook.com/metpoliceuk

Twitter: @metpoliceuk

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