Making identification easier – police launch new protocol for visually impaired people 

Avon and Somerset Police has launched a way to help people who are visually impaired confirm whether a person at their door is a genuine police officer or member of police staff.  

All police employees carry identification or a warrant card, but it can be difficult for someone living with sight loss to make out details of a uniform or to see a photograph or details on a card.  

There are two instances when the new protocol can be used:  

The first is when someone with a visual impairment rings 101, or 999 in an emergency to ask for police attendance at their address. In this scenario, a password is chosen during the call and the officer who visits the address will use the password to confirm their identity.  

The second scenario is when someone needs to verify the identity of a police officer who has called unexpectedly at their address. Without letting the person in, they are advised to ask for the officer’s collar number, the reason for their visit and a log number. After recording these details in a way that works best for the resident, they are advised to call 101 and give the call handler the information the officer has provided. If the details are confirmed, the resident can let the officer enter, reassured that they are engaging with a genuine officer. 

However, in an emergency when an immediate response is required, the process will not be followed. A call handler will remain on the line with the caller until the police arrive. 

Anyone with any form of visual impairment or those who consider themselves vulnerable can use the verification protocol. Carers or anyone who provides support to someone who is visually impaired or vulnerable can also use the service.  

Zoe Holloway, Force Security Advisor at Avon and Somerset Police, said: 

“It is vital that police officers and staff are able to identify and verify themselves. This simple but effective process provides an extra layer of security, ensuring potentially vulnerable people have confidence that the person coming to the door is who they say they are and can be trusted.   

“The protocol was developed following a question from a member of staff about how a visually impaired person could verify someone’s identity while on police premises. This prompted wider consideration of how we can better support visually impaired members of our communities and ensure accessible, consistent processes are in place. Similar initiatives have been implemented by other police forces across the country. We recognise this will enhance our accessibility and support our community.”