GMP staff answer first 101 calls from home

There are currently just over 20 call handlers that have the ability to take calls externally and this is being extended to a further 10 by the end of this week

Staff at Greater Manchester Police now have the ability to take 101 calls and answer Live Chat queries from home.

There are currently just over 20 call handlers that have the ability to take calls externally and this is being extended to a further 10 by the end of this week.

Chief Superintendent Paul Clements said: “I believe GMP could be the first force in England to take 101 calls from home and we are really pleased with how the process has gone. The callers won’t be able to detect any differences, they receive the same level of service and everything is logged on our systems in the same way.

“When 101 calls are received in to our switchboard, they are assessed for risk. Those that are deemed low risk are pushed through to the call handlers at home.

“Some of our colleagues have to self-isolate, like everyone else, but this system means that our staff can continue to use their skills and experience to help our communities when they call, even when they are working from home.”

The call handler who took the first call was Tom Atkinson. He is currently self-isolating as his wife is classed as high risk and he was given the option to work from home.

Tom said: “I thought I’d have to sit at home and do nothing for 12 weeks but luckily now that GMP has the ability to take calls from home, it allows me to continue with my day job away from the office. It was fairly simple to set up and the system, iOPS ControlWorks, has allowed me to log and receive them in exactly the same way as if I was still sat in the office.

“It’s a really hard time that everyone’s going through, but being able to continue to do my bit to help has made a huge difference.”