Silent Emergency Calls
For the most recent five complete financial years (or calendar years if this is how the information is held), please provide:
• The total number of 999 emergency calls received.
• The total number of silent 999 calls received (where no verbal communication was initially provided by the caller).
• The number of silent emergency calls that resulted in a resource being dispatched.
• The number of silent emergency calls where no resource was dispatched.
• Where recorded, the number of silent emergency calls subsequently identified as:
· Genuine emergency
· Accidental call
· Hoax or malicious call
· Unknown or unconfirmed
Communication Accessibility
Please provide:
• Copies of current policies, guidance or procedures for handling emergency callers who cannot communicate verbally.
• Copies of guidance relating to callers with communication disabilities, speech impairments, hearing impairments or other communication needs.
• Details of any accessibility guidance used by emergency call handlers.
• Details of any alternative communication methods available to members of the public during emergencies.
• Details of any staff training relating to accessible communication during emergency calls.
Vulnerability Information
Please provide:
• The categories of vulnerability that may be recorded by emergency call handlers.
• Whether communication needs are routinely recorded.
• Whether communication needs are routinely passed to responding personnel.
• Any guidance relating to recording communication needs.
• Any guidance relating to sharing vulnerability information with attending personnel.
Where documents are publicly available, links are sufficient.
Policies, Training and Quality Assurance
Please provide:
• Copies of policies relating to accessible emergency call handling.
• Details of training provided regarding:
· Disability
· Neurodiversity
· Communication difficulties
· Vulnerability
• Details of any quality assurance processes relating to emergency call accessibility.
• Copies of any accessibility audits or reviews undertaken within the last five years.
Incident Outcomes
• For silent emergency calls resulting in deployment during the most recent five complete financial years (or calendar years if held differently), please provide, where recorded, the number of incidents categorised as:
• Domestic abuse
• Concern for welfare
• Mental health
• Missing person
• Crime in progress
• Violence against the person
• Sexual offence
• Child protection
• Medical emergency
• Fire
• Road traffic collision
• Suicide concern
• Public safety
• Other (where recorded)
If exact categories differ within your organisation, please provide the closest equivalent classifications used.