Devon’s ‘headset heroes’ are celebrated as force honours those behind the scenes

This week has been celebrating the people who pick up the phone to desperate callers during some of the most stressful times in their lives.

Devon and Cornwall Police has been praising the work of its ‘headset heroes’ as part of International Control Room Week, which runs until Sunday (November 2).

The contact and dispatch operators in the force control, room are those who answer every 999 emergency call and 101 non-emergency enquiries and reports.

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They work in a challenging environment to ensure public safety whilst managing traumatic and distressing situations every day, often with no two days the same.

The week has been recognising their good work, together with police public enquiry officers who are available face-to-face to deal with public enquiries.

Lucy Baillie, police staff commander said: “We are immensely proud of the work done by our control room staff and front enquiry officers.

“Every day they are on the frontline demonstrating their commitment to helping our communities including the most vulnerable. I would like to publicly thank them all for their extraordinary commitment and professionalism.

“Often the first point of contact, their role is not just about dispatching uniformed officers to a scene or helping to locate a missing person, they often find themselves speaking to people in distress, keeping them on the line and providing vital support until an officer arrives, saving countless lives.

“We are especially pleased with the improvements we have sustained since 2024 to our call answering times for 999 and the 101 service and this is testament to the hard work of our staff.”

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Devon and Cornwall Police said its contact centre performance continues to see sustained improvement despite a rise in calls.

In September, the average waiting time for a 999 call to be answered was six seconds, with 92% of 999 calls answered within 10 seconds. The average waiting time for a 101 call to be answered was three minutes 44 seconds – which the force says is a significant improvement compared to this time last year.

Additionally, the 101-call back service provides an option for callers who do not want to wait as it allows the caller to retain their place in the queue without waiting on the phone.

Call handler Sam has been working for Devon and Cornwall Police for three years. He applied after seeing the job advertised online and said he likes the shift pattern of working six days on and four days off.

He added: “I like that I make a difference every day. The job is very important for the community and it’s a vital service, I really like helping people.

“The most difficult part of the job is probably not knowing what you’re going to get day to day. Dealing with some challenging calls, you often have to think on your feet and it’s about being ready to deal with that.

“There are some stressful situations you have to deal with and it’s just about being calm and keeping yourself calm.”

Above: Call handler Sam has been working for Devon and Cornwall Police for three years.

Sam said the force was a good employer that looked after its staff, with full training on joining and ongoing welfare checks, continuous development and discussion about possible advancement.

People interested in joining the contact centre team can find out more about the role at https://www.devon-cornwall.police.uk