From frontline policing to preventing violence against women and girls

With nearly 23 years in policing, Caroline Hay has spent much of her career in frontline and operational roles, building a reputation for leadership grounded in practical experience, partnership working and public service.

Now a Chief Inspector at City of London Police, Hay was initially drawn to the pace and unpredictability of frontline policing and the reality that no two days would ever be the same, sixteen years spent on the frontline reinforced that sense of purpose.

“Taking 999 calls and having no idea where the day would take you was exciting, fascinating and exhausting. Frontline policing gives you a real sense of purpose because you’re there for people during some of the hardest moments they’ll ever face.”

Caroline Hay, Chief Inspector, City of London Police.

Over the course of her career, her leadership style has evolved alongside the increasing demands of senior roles. While caring for people and driving solutions came naturally, moving through the ranks required a broader and more strategic perspective.

“Moving up through the ranks has made me much more conscious of the bigger picture. I’m more considered in my approach now than I was earlier in my career, but the passion and care behind it has always stayed the same.”

That contribution to policing was recognised nationally when she became the first officer from City of London Police to receive an honour from King Charles III. Despite receiving an MBE, Hay speaks more readily about the people around her than the recognition itself, describing the honour as a reflection of the support networks, friendships and professional relationships built throughout her career.

Violence against women and girls

A defining turning point came following the murder of Sarah Everard. The case fundamentally changed how Hay viewed her role within policing and became the catalyst for her work focused on preventing violence against women and girls (VAWG).

“That’s where my passion for preventing violence against women and girls came from. I could not continue working in policing after a serving police officer had done something so horrendous without wanting to do something proactive to help make sure it never happens again.”

That work has since become a major focus within the nighttime economy, where prevention relies on far more than reactive policing. Hay points to the importance of officers being trained to identify predatory behaviour, alongside evidence-led deployment and proactive intervention to prevent violence before it escalates. But policing is only one part of the picture. Hay repeatedly returns to the role wider society plays in creating safer environments, particularly through everyday interventions and cultural change.

Prevention also relies on creating a culture where people feel confident stepping in when someone appears vulnerable and where harmful behaviours are challenged rather than dismissed. Education and allyship, particularly among men, remain an important part of that wider conversation.

That partnership-led approach sits at the centre of Operation Reframe, which brings together police, businesses and charities to improve safety within the City’s nighttime economy. Built through relationships developed over several years, the initiative has grown through collaboration and shared responsibility between organisations.

“Operation Reframe was built through the relationships and networks we developed from 2021 onwards. We asked partners what they wanted to achieve, what they could contribute and how we could work together, and people really invested in those relationships. Seeing that collaboration continue to grow is something I’m really proud of.”

Although Operation Reframe currently operates once a month, its impact extends far beyond those deployments. Each operation creates opportunities for organisations to share learning and identify practical improvements around issues such as lighting, licensing and CCTV, which organisations can then take back into their own operational planning and day-to-day practices.

Hay has also seen a noticeable shift in how violence against women and girls is discussed within policing itself. Early in her career, the issue was rarely spoken about openly. Now, she says, it is considered across much of modern policing activity and operational planning. Alongside that shift has come a growing conversation around positive male role models and allies within policing, particularly following repeated high-profile cases involving serving officers. Hay acknowledges the impact those cases have had on trust within the profession and on male officers more broadly.

When discussing progress for women in policing, Hay thinks improving wider cultural attitude is more important than statistics or representation targets. Although the visibility of women in specialist operational roles has improved, she says women officers still face significant abuse, particularly in frontline environments and online spaces. During her own frontline career, that ranged from comments about her appearance to sexually aggressive remarks from intoxicated men – behaviour she says can have a lasting cumulative impact over time.

At the same time, she is keen to challenge narrow perceptions around what credibility in policing looks like. While women in firearms, public order or specialist driving roles are often highlighted, Hay argues there should be equal recognition for officers working in safeguarding, investigations and other emotionally demanding areas of policing.

Alongside her frontline and operational work, Hay also sat on the National Policing Strategic Review Board in 2022 as its only frontline officer. Looking ahead, she hopes ongoing police reform work will help ensure policing can continue adapting to future challenges, particularly around technology, demand and resources.

While policing has changed significantly since she first joined, Hay’s motivation remains rooted in the same principle that first drew her into the service more than two decades ago – helping people when they need it most.

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This article is part of #SheServesToo, our campaign celebrating the stories of women across the emergency services. #SheServesToo is proudly supported by PBI. Find out more about PBI and its work here. If you have a story to share, get in touch with the EST team.