Introduction:
Introduction:
1.What a 999/101 call handler does
2.Importance of calm, accuracy, and professionalism
3.Difference between 999 (emergency) and 101 (non-emergency)
A 999 / 101 call handler is often the first point of contact during emergencies or when the public needs police assistance. Their role includes:
Answering emergency (999) and non-emergency (101) calls
Identifying the nature and urgency of the incident
Gathering clear and accurate information
Determining the appropriate response
Providing reassurance and instructions when required
Ensuring caller and responder safety
Recording accurate details for dispatch and follow-up
Call handlers do not attend incidents but play a critical role in ensuring help reaches the right place at the right time.
Call handlers regularly deal with people who may be frightened, distressed, angry, or confused. Remaining calm helps to:
Reassure the caller
Maintain control of the call
Prevent misinformation
Enable clear decision-making
999 – Emergency Calls
999 is used when there is an immediate threat to life, safety, or property, or when a crime is happening now. Examples include:
Serious injuries or medical emergencies
Fires or explosions
Crimes in progress
Immediate danger or violence
These calls are prioritised and require urgent action.
101 – Non-Emergency Calls
101 is used for situations that require police attention but are not an immediate emergency. Examples include:
Crimes that have already happened
Ongoing issues such as noise complaints
Suspicious behaviour without immediate danger
General police enquiries
Correctly identifying whether a call is 999 or 101 ensures emergency resources are used effectively and reach those who need them most urgently.
Section 1: 101 Calls
Call handlers should open the call clearly and professionally.
Standard opening:
“Police non-emergency. How can I help you today?”
If the call has been transferred from another line:
“You’re through to the police non-emergency line. Can you tell me what’s happened?”
Call handlers should gather information in a calm, structured manner.
Common questions include:
“Can you tell me what’s happened?”
“When did this occur?”
“Where did this happen?”
“Is anyone in danger right now?”
“Is the person involved still nearby?”
“Have the police been contacted about this before?”
If the caller reports something ongoing:
“Is this happening at the moment?”
101 callers may be:
Calm and informative
Frustrated or angry
Unsure if police involvement is needed
Call handlers should:
Listen without interrupting
Acknowledge concerns
Avoid judgement
Reassure the caller that the information is being recorded
Example reassurance:
“Thank you for reporting this, I’ll take the details now.”
Once the caller has explained what has happened, make sure to take their phone number if the line cuts out and make sure to take their full address. If a police unit is necessary please skip to the 999 handbook, if not, inform the caller:
Calls should be closed clearly and politely.
Example closing statements:
“Thank you for contacting the police. We’ve recorded this information.”
“If the situation changes or becomes urgent, please call 999 immediately.”
Example of a 101 call
Call Handler: "Police non-emergency, how may I help you?"
Caller: “Hi, my neighbours are playing loud music and it’s been going on for hours.”
Call Handler: "Okay, can you tell me your current address and phone number."
-Make sure to ask questions which are stated in "Key questions for 101 calls" then carry on using what's in this example-
Caller: -Provides details- (If the caller isn't willing to provide this please urge them to)
Call Handler: "Thank you for contacting the police, we have this information in our systemm, if the situation becomes urgent please dial 999 as soon as possible."
-If the call is requiring a police unit, skip to the 999 call handbook-
Section 2: 999 calls
Call handlers should open the call clearly and professionally.
Standard opening:
“Police, what's your emergency?”
Call handlers should gather information in a calm, structured manner.
Common questions include:
“Can you tell me what’s happened?”
“Where did this happen?”
“Is anyone in danger right now?”
“Is the person involved still nearby?”
999 callers may be:
Calm and informative
Frustrated or angry
Call handlers should:
Listen without interrupting
Acknowledge concerns
Avoid judgement
Calls should be closed clearly and politely:
"It seems like police have now arrived, I will now proceed to end the call"
Example of a 999 call
Call Handler: “Police. What’s your emergency?”
Caller: “There’s someone trying to break into my house!”
Call Handler: “Okay, stay on the line with me. What’s the address where this is happening?”
Caller: "Provides address" -If the caller isn't willing to provide their details please urge them to-
-Continue the call using "Key questions for 999 calls" in this case say:
Call Handler: "Thank you, police is now enroute to your location are you currently in danger?"
Caller: "Yes/no"
Call Handler: "Is it possible for you to go behind a locked door until the police arrives?"
-If not tell the caller to try and stay as quiet and possible and out of view -
Caller: "Yes/no"
Call Handler: "Do you know what the suspect is currently wearing?"
Caller: "Yes/no"
Call Handler: "It seems like police have now arrived, I will now proceed to end the call"
If police attendance isn't required, proceed to put information given on the system and inform the caller if anything worsens dial 999 again.