Call handlers

Emergency call handlers are suffering burnout and quitting due to the relentless pressure they face, analysis conducted by a trade union has revealed.

In 2022, West Midlands Police faced major call handling challenges. Deputy Editor Lanna Deamer speaks to Assistant Chief Constable Matt Welsted about how AI has improved efficiency, enhanced service delivery and created a model that could transform policing across the UK.

The introduction of new system which sends out automated text messages to some 999 callers is helping South East Coast Ambulance Service (SECAmb) reach more patients in a timely manner and ensuring clinicians and call handler time is prioritised for the most seriously ill and injured patients.