Learning the Lessons issue 41 - call handling

This edition of Learning the Lesson focuses on the topic of call handling. Call handlers and force control rooms are often the first point of contact that the public have with the police. This issue highlights key challenges call handlers face, and important opportunities to improve policing policy and practice.

Themes include the police response to vulnerable people, effectively communicating with the caller, completing quality risk assessments, and digital innovations. Download the magazine below or you can also read this edition of Learning the Lessons as a webpage.

Each case study in issue 41 is accompanied by a more detailed learning report which includes the full recommendations made during the case, together with details of action taken by the force to respond to the recommendations, and details of the outcomes for officers and staff involved.

If you work in policing and would like physical copies of issue 41 to distribute in your force control room, email us.