Contact and Control Room (CCR)

Our Contact and Control Room is the hub of communication across the Force.

It deals with:

• 999 emergency calls,
• non-emergency enquiries,
• contact with officers and staff on the ground,
• is responsible for every police deployment in the county.
• is also the first point of operational command for all major incidents in the county, including those involving firearms, where the Contact and Control Room duty inspector takes command during the initial stages until a more senior officer becomes available.

The contact and control function operates from a specialist room based at police headquarters in Wymondham and is staffed by a mixture of police officers and civilian personnel.

 

Emergency and Non-Emergency Calls
When dialing 999 we aim to answer calls within ten seconds, deploying the nearest appropriate police resource while giving the customer an estimated time of arrival.

The Contact and Control Room staff will make an initial assessment of the type of call, which can range from providing the caller with advice such as lost property enquiries to dealing with emergency calls such as highway obstructions.

All callers will be provided with information from their local Safer Neighbourhood Team, such as when they will be holding their next community meeting. Callers will also be provided with information on their local neighbourhood priorities and local initiatives within their own area.

 

Police Deployments
The Contact and Control Room uses a sophisticated vehicle tracking system which ensures that the closest, most appropriate police resource is deployed whether this be a an immediate responsible vehicle, a neighbourhood policing car, or a specialist unit.

This technology is at the lead of emergency service control rooms nationally. In an emergency we aim to arrive in an urban area within 15 minutes and 20 minutes for all rural areas.

On average we currently attend emergency incidents in around eight minutes in urban areas and around 12 minutes in rural areas.

The Contact and Control Room is responsible for ensuring that all incidents are appropriately resourced which may include using specialist resources such as the Force helicopter, trained traffic units and officers equipped with police trained dogs.

 

Partnerships

Working with partner agencies in our communities is a key part of modern policing and is a theme which runs through almost every aspect of our 21st century constabulary.

Some of these partnerships, for example, Crime and Disorder Reduction Partnerships (CDRPs), are pre-determined by recent legislation, while others have been formed to tackle a specific issue or problem. And our Neighbourhood Policing Teams work with partner agencies on a constant basis in order to solve a range of issues arising in their localities.

The police will always have a specific remit in terms of fighting crime and keeping communities safe but partnership working helps us to find more sustainable solutions to the issues which arise across our county.

Our Partnerships Department provides our formal link with our partner agencies and the unit maintains the strategic lead for the Force on various projects and other ongoing work which involves joint partnership working.

The department has dedicated leads for all seven of the district policing areas. This ensures that we are actively engaged in the local strategic planning through the Local Strategic Partnerships (LSP) and local activity through the Crime and Disorder Reduction Partnerships (CDRP).

The department is currently leading the Force development in the following areas of work:

• Safer Schools Partnerships,
• Neighbourhood Management,
• Early Intervention Programme,
• Community Kickz Programme,
• Business Crime,
• and Problem Solving.

The Partnerships Department is also the overall lead within the constabulary for:

• The management of licensed premises with our Partnerships Operational Licensing Team.
• The Force Community Safety Accreditation Scheme with its current 900 community volunteers.
• The Safety Camera Partnership.
• The development of all activities that involve children and young people.