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Police watchdog warns of local call diversion 'risk' Police watchdog warns of local call diversion 'risk'
(about 1 hour later)
Diverting calls away from regional police call centres creates "additional risk", a police watchdog has said.Diverting calls away from regional police call centres creates "additional risk", a police watchdog has said.
HM Inspectorate of Constabulary in Scotland (HMICS) probed call handling after police failed to attend a car crash on the M9 where two people died.HM Inspectorate of Constabulary in Scotland (HMICS) probed call handling after police failed to attend a car crash on the M9 where two people died.
Its interim report said pressure on regional staff was "unacceptably high", but said diverting calls to other areas was "creating additional risk".Its interim report said pressure on regional staff was "unacceptably high", but said diverting calls to other areas was "creating additional risk".
A report into stop-and-search practices has also been published.A report into stop-and-search practices has also been published.
Justice Secretary Michael Matheson made a speech to the Scottish parliament on the matter, accepting the HMICS recommendations and committing £1.4m to implementing them.Justice Secretary Michael Matheson made a speech to the Scottish parliament on the matter, accepting the HMICS recommendations and committing £1.4m to implementing them.
Mr Matheson's speech on a number of policing issues came a week after Sir Stephen House announced he is to stand down early from his post as chief constable of Police Scotland and two days after First Minister Nicola Sturgeon announced a national review of the force's governance.Mr Matheson's speech on a number of policing issues came a week after Sir Stephen House announced he is to stand down early from his post as chief constable of Police Scotland and two days after First Minister Nicola Sturgeon announced a national review of the force's governance.
HMICS began its review of all police call handling in Scotland after the death of Lamara Bell, who was discovered critically ill in a crashed car on the M9, next to her dead partner John Yuill.HMICS began its review of all police call handling in Scotland after the death of Lamara Bell, who was discovered critically ill in a crashed car on the M9, next to her dead partner John Yuill.
They were found by police three days after the crash was reported to them.They were found by police three days after the crash was reported to them.
Sir Stephen admitted that the information received about the crash in the initial call had not been entered into police systems. Sir Stephen admitted that the information received about the crash in the initial call had not been entered into police systems, in a situation Ms Bell's brother Martin described as an "absolute shambles".
The Police Investigations Review Commissioner (Pirc) is investigating the incident itself, while the HMICS review examined the broader issue of call handling.The Police Investigations Review Commissioner (Pirc) is investigating the incident itself, while the HMICS review examined the broader issue of call handling.
Derek Penman, HM Inspector of Constabulary in Scotland, said more than 3,800 people were spoken to during the "extensive consultation" on control rooms.Derek Penman, HM Inspector of Constabulary in Scotland, said more than 3,800 people were spoken to during the "extensive consultation" on control rooms.
He said: "We also spent time at six call centres across Scotland and found all staff to be strongly committed, often in challenging circumstances, to providing a good service to the public.He said: "We also spent time at six call centres across Scotland and found all staff to be strongly committed, often in challenging circumstances, to providing a good service to the public.
"They continue to do a good job and are showing considerable flexibility in their working practices in their efforts to meet call demand."They continue to do a good job and are showing considerable flexibility in their working practices in their efforts to meet call demand.
"HMICS recognises the constraints placed upon Police Scotland as a result of staff shortages in Bilston Glen, Inverness, Aberdeen and Dundee, but considers that the practice of diverting overflow calls to the main sites in Govan, Motherwell and Bilston Glen is creating additional risk."HMICS recognises the constraints placed upon Police Scotland as a result of staff shortages in Bilston Glen, Inverness, Aberdeen and Dundee, but considers that the practice of diverting overflow calls to the main sites in Govan, Motherwell and Bilston Glen is creating additional risk.
"This will not be resolved until there is a full complement of trained staff supported by effective systems, processes and procedures in the main sites and we strongly believe that, until that is the case, the facilities in Inverness, Aberdeen and Dundee should remain in place.""This will not be resolved until there is a full complement of trained staff supported by effective systems, processes and procedures in the main sites and we strongly believe that, until that is the case, the facilities in Inverness, Aberdeen and Dundee should remain in place."
The full HMICS report on call handling will be published in October.The full HMICS report on call handling will be published in October.
In the interim, the watchdog has recommended that Police Scotland "consolidate and stabilise" staffing, procedures and processes in its centralised East and West call centres, while accelerating plans for the new North area control room in Dundee.In the interim, the watchdog has recommended that Police Scotland "consolidate and stabilise" staffing, procedures and processes in its centralised East and West call centres, while accelerating plans for the new North area control room in Dundee.
At First Minister's Questions, Ms Sturgeon said she was deeply sorry for the anguish of the families of those who died, and said the closure of police control rooms would be put on hold in line with the HMICS recommendation.At First Minister's Questions, Ms Sturgeon said she was deeply sorry for the anguish of the families of those who died, and said the closure of police control rooms would be put on hold in line with the HMICS recommendation.
'Absolute shambles'
Martin Bell, brother of Lamara Bell, who died in the crash, said the family felt "let down" by police and the government.
He said he believes his sister would have lived had the call been responded to on the day of the crash, and that he would rather see call centres remain open.
He said: "It's been terrible, it's a disgrace how it's been handled.
"It's just a nightmare. The system is a mess and it needs to be fixed.
"To be honest I think it needs to go back to a regional service - it's an absolute shambles. There needs to be a full change of Police Scotland.
"Officers need to win back the faith of the public and unless there's change that isn't going to happen."
'Terrible consequences''Terrible consequences'
Justice Secretary Michael Matheson said £1.4m of new money would be committed to taking on 70 to 75 new call handlers, and to keep the Aberdeen and Inverness control rooms open for longer than originally planned.Justice Secretary Michael Matheson said £1.4m of new money would be committed to taking on 70 to 75 new call handlers, and to keep the Aberdeen and Inverness control rooms open for longer than originally planned.
Those centres were due to close by March 2016, but they will now stay operational for longer for an "extensive handover" when the new regional centre opens in Dundee.Those centres were due to close by March 2016, but they will now stay operational for longer for an "extensive handover" when the new regional centre opens in Dundee.
Mr Matheson said: "The M9 incident had terrible consequences, and I don't want any families to have to go through that experience again."Mr Matheson said: "The M9 incident had terrible consequences, and I don't want any families to have to go through that experience again."
He also thanked the outgoing chief constable Sir Stephen for his leadership and service, and announced the new chairman of the Scottish Police Authority would be Andrew Flanagan.He also thanked the outgoing chief constable Sir Stephen for his leadership and service, and announced the new chairman of the Scottish Police Authority would be Andrew Flanagan.
Mr Flanagan, who takes up the role formerly held by Vic Emery from Monday, is a former chief executive of children's charity NSPCC and of STV Group.Mr Flanagan, who takes up the role formerly held by Vic Emery from Monday, is a former chief executive of children's charity NSPCC and of STV Group.
He said: "The Scottish Police Authority has a unique role at the heart of policing and I'm delighted to be taking on such a demanding and exciting role.He said: "The Scottish Police Authority has a unique role at the heart of policing and I'm delighted to be taking on such a demanding and exciting role.
"While I recognise the challenges we face, I believe there is much to build on in Scottish policing - not least the excellent work undertaken every day by the thousands of dedicated officers and staff.""While I recognise the challenges we face, I believe there is much to build on in Scottish policing - not least the excellent work undertaken every day by the thousands of dedicated officers and staff."