Norfolk Non Emergency Number - The department on Friday launched a new tool called "NPD Live" to improve the way officers respond to emergency calls. This is one of the first virtual law enforcement programs in Hampton Roads.
Now, when someone calls dispatch to report an emergency, such as vandalism or theft in the city, they have the option to speak to an officer.
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The way NPD Live works is that the dispatcher connects the caller using Webex, a social networking platform. The officer will then send the person a link to a video chat to file an incident report or assist with crime-related matters, just as they would in person.
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"There's a lot in communication that you miss on the phone," Pickering said. "There are expressions; there are concerns. In law enforcement, when we interview people, we see a concern and a need to help someone who is going through a potential crisis."
"There are some limitations with COVID-19, and we're all in it, but one of the things we're taking advantage of is technology," Pickering said. "We really believe that the life of NPD will be our connection to the community so they can see that we are still there for them."
NPD Life is free for callers. They don't need an account. All they need is an email address and a device such as a computer with a camera, tablet or mobile phone.
"You can still use some of the other features on the Webex platform, for example, it's a good opportunity to use the chat function," Pickering said.
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With nearly 246,000 calls coming into the department in 2019, NPD PIO Noel Lipko said the program can help reduce the wait time that comes with personalized responses.
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"We find that when people call to report a crime, they open up their lives to us," he said. "They're giving us a lot of their personal information, and that's going to be between the officer and the citizen, just like when they come home." Norfolk Police has not met its 999 response time target but is responding to more than eight. 10 emergency calls in 10 seconds.
Home Office data, published for the first time for responses to 999 calls by any police force in England, shows Norfolk's response time was fifth out of 43 national forces and the best in the eastern region.
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Avon and Somerset Police was the only force to meet the national target of responding to 90% of emergency calls in less than 10 seconds.
But in Norfolk, 84% of 999 calls were answered within 10 seconds and a further 15.5% between 10 and 60 seconds.
Deputy Chief Constable Simon Magix said: “We believe the Constable provides the highest level of 999 service in the country, which we are proud of and are committed to improving the service even further.
"Inside our control room we have completed a modernization program that has been planned for four years and a number of key changes are still pending which will improve the service."
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Giles Orpin Smalley, Police and Crime Commissioner for Norfolk, said: “I am delighted that Norfolk Constabulary has been performing well over the past six months with one of the best responses in the country.
"The Constabulary has been able to invest in its control room and emergency response by increasing existing council tax regulations and we see this investment as a positive step forward."
In neighboring forces, Suffolk Police responded to 81 per cent of calls within 10 seconds, while in Cambridgeshire the figure was just 72 per cent.
A public consultation on 999 and 101 services is now underway, including a review of new communication methods such as social media and web chat.
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Norfolk Police previously admitted tens of thousands of calls to 101 were going unanswered because they had to prioritize an increase in calls to 999.
Mr Orpin Smalley said separate data on how quickly officers went to emergencies over the past 12 months showed Norfolk towns had met their target of 90 within 15 minutes. 85% of the work has been completed in villages.
"These numbers show that the forces are doing well against the targets, but there will always be more and we should not be complacent," he said.
It is important that we continue to make these announcements as our local businesses need as much support as possible during these difficult times.
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