An evaluation of the summary, assessment, response (SAR) call handling risk assessment framework in South Wales Police

This report sets out the findings of an independent evaluation of the Summary, Assessment, Response (SAR) risk assessment framework conducted by Anglia Ruskin University in collaboration with the College of Policing and South Wales Police (SWP). An evaluation of the summary, assessment, response (SAR) call handling risk assessment framework in South Wales Police college.police.uk November 2024 Page 6 of 40 SAR is a risk assessment framework designed to improve call handling performance. It was introduced by SWP in direct response to inefficiencies with the application of the existing risk assessment framework (THRIVE) highlighted by staff and a strong desire to enhance the force’s service to the public. In particular, SAR aims to reduce call times, reduce the number of calls abandoned and reduce inefficiency resulting from call regrading. In doing so, SAR supports the force’s broader strategy to strengthen the protection of vulnerable people. His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) has long highlighted issues with contact management across forces, with many of the 43 territorial forces reported as needing attention in this area. Common issues include forces having high wait times and abandonment rates and not responding to calls for service within published time frames due to calls being prioritised incorrectly. There are also inconsistencies in the application of risk assessment and recording of safeguarding intelligence, as well as an inability to identify repeat and vulnerable callers. The evaluation sought to understand the impact of SAR in relation to the above issues via a mixed methods approach. This included:  an impact evaluation analysing quantitative management information data collected as part of the local pilot study conducted by SWP  a process evaluation reviewing the implementation of the approach using qualitative interviews with key force personnel to inform and support the further rollout of this intervention in subsequent forces. This included exploration of any key facilitators and barriers to implementation 1.2. Summary of key findings  Call duration reduced: The average call duration (combining talk time and wrap time) for the group of call handlers using the SAR approach for emergency and non-emergency calls (referred to as the ‘pilot group’) was one minute and 26 seconds shorter compared to the group not using SAR (referred to as the ‘control group’). An evaluation of the summary, assessment, response (SAR) call handling risk assessment framework in South Wales Police college.police.uk November 2024 Page 7 of 40  Call wrap time reduced: Call wrap time, the time between a call being concluded and the call handler becoming available to take a waiting call, was shorter for the pilot group by an average of one minute and five seconds.  Calls answered within target times increased: The pilot group answered 4.9% more emergency (999) calls and 4.1% more non-emergency (101) calls than the control group within the set target time. This finding is statistically significant.  Call abandonments reduced: Abandoned emergency calls decreased by 0.1% and non-emergency calls by 1.3% in the pilot group compared to the control. These differences are statistically significant. However, the finding for emergency calls should be treated with caution due to the very small difference between the two groups.  Number of call regrades reduced: The pilot group experienced 4% fewer police response regrades when compared to the control group.  Deployment times improved: The improved efficiency of call grading appeared to have a notable impact on deployment times. On average, emergency deployment times decreased by 15 seconds and non-emergency deployment times decreased by five minutes and 18 seconds. This suggests that using SAR improved the clarity of risk assessment communication between call handers and police dispatch officers. The timely dispatch of police resources is crucial in ensuring that vulnerable victims receive prompt help.  Caller vulnerability more clearly communicated: Most (84%) of the audited call handlers’ SAR risk assessments included all the elements of THRIVE (threat, harm, risk, investigation, vulnerability and engagement) in a simplified format. This made the SAR assessment visible and meaningful to colleagues tasked with dispatch, providing clarity and supporting the communication of risk between call handlers and dispatch operators. Police officers also reported that the positioning of the SAR risk assessment was clearly visible on their handheld devices rather than being lost in a lengthy incident log narrative. This assisted their on-scene assessment of risk and vulnerability. An evaluation of the summary, assessment, response (SAR) call handling risk assessment framework in South Wales Police college.police.uk November 2024 Page 8 of 40 1.3. Conclusion The evaluation has indicated that the SAR model may be effective in protecting vulnerable people by reducing call duration times, call wait times, abandonment rates, response grade changes and deployment times. In doing so, more calls were answered and police resources were deployed more swiftly. Further research using raw data to undertake robust statistical analysis would establish any real differences with more certainty. No significant barriers were found to the implementation of SAR. Interviewees in force suggested this was because communications officers (COs), those handling the emergency and non-emergency calls, had recommended and were involved in the change process. Therefore they were on board with and facilitated the change where possible. COs stated in interview that the training package they received during implementation of SAR helped with delivery as it provided clear, concise and meaningful content to support them through the change process. The quality assurance framework, developed by SWP to support the SAR pilot, provided a robust mechanism to gather and learn from feedback and inform ongoing implementation. As a consequence of the perceived effectiveness of SAR, SWP has already rolled out the SAR model to all of its COs<p></p>