(Submitted photo/ Prince Albert Police Service)

By Nigel Maxwell

Police response

P.A. police cleaning up phone service

Jun 27, 2020 | 10:00 AM

Changes made to the Prince Albert Police Service non-emergency line are receiving a passing grade after a three month period.

A report regarding the phone service was submitted at last Monday’s Board of Police Commissioners meeting. The telephone tree service was first utilized by the police service in February, and a change was made in March to reduce the number of options from 10 down to five. IT manager Josie Hemsworth told paNOW there were was too much confusion.

“And what we were finding was that the public was being directed to the wrong division, and they’d have to call back or be re-directed,” she explained.

Under the new system, option one is for reporting crimes and will transfer the caller to the dispatch unit. If someone has an inquiry for a specific division, officer, or have an inquiry about a criminal record check they can press two and be directed during regular business hours to a switchboard operator. The other options include a patrol supervisor, victim services, and the chief’s office.

“And the other thing is if the public is maybe confused and they are not sure which option to pick if they dial 0 they will get to the dispatch centre, as well,” Hemsworth said.

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A bar graph illustrating the calls per month received by the switch board operator. (Prince Albert Police Service)

According to this week’s report, there has been positive feedback from different sections within the police service, as well as a reduction of callers selecting the wrong telephone option, therefore improving service delivery. Hemsworth reminds callers who do have an emergency, that the best option remains 9-1–1.

“We are always open to feedback and we are just hoping this improves our service delivery,” she said.

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nigel.maxwell@jpbg.ca’

On Twitter: @nigelmaxwell