Focus on the victim: summary report from the antisocial behaviour call handling trials
Report on the findings of 8 police force areas who trialled a new approach to handling anti-social behaviour calls from the public.
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During 2011, the Home Office worked with 8 police force areas to trial a new approach to handling anti-social behaviour calls from the public and then manage their cases.
The aim was to improve the ability of forces to identify victims most at risk and to respond appropriately with their local partners. The trials represent a ‘bottom-up’ effort to shift practitioners’ focus to protecting victims and communities, rather than just logging types of anti-social behaviour.
The summary report available to download on this page explains the 5 key principles to call handling and case management and how the trial forces adapted them to suit their local circumstances.
It summarises the results and lessons learned from the trials. The report includes annexes with sample call-handler question sets, information-sharing agreement between the police and local agencies and case studies. A call-handling training video is included at annex A of the report.
The forces involved in the trial
- Avon and Somerset
- Cambridgeshire
- Leicestershire
- Lincolnshire
- Metropolitan Police Service
- South Wales
- Sussex
- West Mercia