What do we do?

Avon and Somerset Constabulary provides help, advice and support to 1.5 million people living in an area of almost 2,000 square miles. Every call has to be assessed so the right resources are sent to the right places as quickly as possible.

The Communications Department deals with all the non-emergency calls into the force, all emergency calls through 999 and the dispatch and control of operational resources to manage incidents. The department performs an operational role 24 hours a day seven days a week everyday of the year. It deals with real issues affecting real people and it is one of the largest departments in the constabulary. Our Communications departments are based in Portishead and Taunton.

Between April 2009 and October 2009 the department received just fewer than 185,000 emergency calls, that’s around 17,500 less calls than we answered in the same period in 2008.

Over the past couple of years we have invested heavily in creating a one-stop shop for all non-emergency enquiries. The force service centre on 101 has answered just under 380,000 calls between April 2009 to October 2009 covering a huge range of different enquires such as crimes, directions, police station opening time, lost dogs and job opportunities.

How do we do it?

The call handling system called “STORM” includes a comprehensive geographic information system. Within seconds of receiving a 999 call the details are being logged and a map of the destination is flashing up. The operator can also call up details of the nearest police unit available to respond.

We’re constantly looking at ways to improve the services provided. We’ve developed our systems to be able to help callers with language or hearing difficulties. We also receive non-emergency information from the public via e-mail at the force service centre. We hope to become even more accessible in the future.

What you can do?

Please be mindful that the 999 systems are for emergencies only and any non-urgent 999 calls received tie up an operator, delaying help being given to someone who might need it.

Only call 999 when:

• There is a danger to life or a risk of injury being caused, such as a serious road accident or assault.
• A crime is in progress such as a robbery, burglary or theft and the offender is still on the scene or has just left the area.
• The immediate attendance of a police officer is necessary such as someone acting suspiciously and obviously about to commit a crime.

For all other calls please contact the police by calling 101 where you will be connected to the forces switchboard and our operators will put you through to someone who can help.

You can also find lots of other information, including up to the minute advice on travel delays, on this website. This is backed by a number of kiosks at prominent public locations where you can find out about local information, jobs and news.