Contact and Control Room (CCR) | Norfolk Constabulary

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Contact and Control Room (CCR)

Contact and control room

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

It deals with:

  • 999 emergency calls
  • non-emergency enquiries via telephone, email, text, social media and facsimile
  • contact with officers and staff on the ground

The CCR is responsible for every police deployment in the county. It is the first point of operational command for all major incidents in the county, including those involving firearms.

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.

 

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 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 Roads Policing units and officers equipped with police trained dogs.

 

Facts and Figures

In 2015 the Control Room received over 350,000 calls for service, comprising of:

  • 86,590 999 calls, an average of 237 a day
  • 263,486 101 calls an average of 722 a day.

The Control Room also attended more than 130,000 incidents across the county and resolved over 60% of calls for service without the need to deploy a front line officer.