Volunteers Handling 999 Calls Attacked As ‘Policing On The Cheap’

Volunteers would answer 999 calls in the capital under plans being considered by Lothian and Borders Police. The idea has been attacked as “policing on the cheap” by politicians and trade unions. They said it smacked of cost-cutting and would damage confidence in the police.

The move is being considered as part of an initiative to encourage hundreds of people to help the force.

Other tasks lined up for them include phoning crime victims to update them on inquiries, carrying out administration duties and distributing safety advice in local communities. The force is believed to have drawn up plans for volunteers to start work as early as next month, after receiving three weeks’ training.

Marilyne MacLaren, a councillor and member of the Police Board, said the idea was “inappropriate” and looked like a cost-cutting move. She said: “I’m bitterly against it. This puts volunteers in a vulnerable position. It requires a lot of training and it’s offensive to the call handlers.

“We have enough problems already within the Force Communication Centre. There’s a lack of public confidence and I’ve had a lot of complaints. The way to sort it is not to put poor volunteers on the sharp end of the telephone, handling life-and-death situations.”

David McLetchie, the Edinburgh Pentlands MSP, said: “I would question whether something as important as 999 calls should be handled by volunteers. I think this suggestion sounds like policing on the cheap.

“There have been a lot of complaints about the operation of the FCC when the calls are handled by professional staff. Given that experience, utilising volunteers is a bit premature.”

Margaret O’Neil, the Unison branch secretary representing police call centre staff, said call-handling staff were worried about the idea. “I have grave concerns about any volunteers within the FCC. We would not, under any circumstances, wish to diminish the service to the public,” she said.

“The Unison members within the centre have worked extremely hard to make sure that it works, and they need praise for this, not volunteers being brought in to diminish their professionalism.”

A Lothian and Borders Police spokeswoman said the plans were still under consideration as the force looked at “different and imaginative ways” to use volunteers. She said: “We would like to reassure the public that in adopting a volunteer programme, we will not compromise the quality of service.”