Freedom of Information Request Reference No: I note you seek access to the following information:

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1 Freedom of Information Request Reference No: I note you seek access to the following information: 1. A list of call grades used on the computer aided dispatch system (CAD) by the MPS and their associated charter time (eg. S - significant - 60 minutes). 2. Any information relating to the process used to grade 999 or 101 calls. 3. A copy of any training given to call handlers (whether staff or police officers) relating to how to grade 999 or 101 calls. 4. A copy of any training given to police officers relating to charter times. Any information relating to expectations to responding to CADs. In particular any training given to new officers or those in a response role. 5. Any information relating to the upgrading or downgrading of a CAD (whether by call handler or responder). 6. A copy of any regulation that the IPCC apart to refer to in the news story: "PCs bought tea at McDonald's before attending 999 call" - DECISION I have today decided to disclose some of the requested information. Some data has been withheld as it is exempt from disclosure and therefore this response serves as a Refusal Notice under Section 17 of the Freedom of Information Act 2000 (the Act). Please find attached documents relating to the above request subject to the redaction of information which is exempt by virtue of the following exemptions: Section 40 (2)(3) - Personal Information Before I explain the reasons for the decisions I have made in relation to your request, I thought that it would be helpful if I outline the parameters set out by the Freedom of Information Act 2000 (the Act) within which a request for information can be answered. The Act creates a statutory right of access to information held by public authorities. A public authority in receipt of a request must, if permitted, confirm if the requested information is held by that public authority and, if so, then communicate that material to the applicant. The right of access to information is not without exception and is subject to a number of exemptions, which are designed to enable public authorities to withhold information that is not suitable for release. Importantly, the Act is designed to place material into the public domain, that is, once access to information is granted to one person under the Act, it is then considered public information and must be communicated to any individual should a request be received.

2 Section 1 of the Act places two duties on public authorities. Unless exemptions apply, the first duty at Section 1(1)(a) is to confirm or deny whether the information specified in a request is held. The second duty at Section 1(1)(b) is to disclose information that has been confirmed as being held. Where exemptions are relied upon Section 17 of the Act requires that we provide the applicant with a notice which: a) states that fact, b) specifies the exemption(s) in question and c) state (if that would not otherwise be apparent) why the exemption applies. Having located and considered information relevant to your request, I am afraid that I am not required by statute to release the information requested in full. This serves as a Partial Refusal Notice under Section 17 of the Act. Section 40 (2) & (3) of the Act Provides - Under Section 40(2) and (3) of the Act, Public Authorities are able to withhold information where its release would identify any living individual and breach the principles of the Data Protection Act 1998 (DPA). I have applied this exemption in that the names of the individuals identified by this documentation constitutes personal data which would, if released, be in breach of the rights provided by the DPA. DISCLOSURE 1. A list of call grades used on the computer aided dispatch system (CAD) by the MPS and their associated charter time (eg. S - significant - 60 minutes). Please refer to attached document 2. Any information relating to the process used to grade 999 or 101 calls. 3. A copy of any training given to call handlers (whether staff or police officers) relating to how to grade 999 or 101 calls. The attached document below provides the information for questions 2 and A copy of any training given to police officers relating to charter times. Any information relating to expectations to responding to CADs. In particular any training given to new officers or those in a response role. No information held. 5. Any information relating to the upgrading or downgrading of a CAD (whether by call handler or responder). Personal details have been redacted from the CAD regrading policy attached, under section 40 (see above)

3 6. A copy of any regulation that the IPCC apart to refer to in the news story: "PCs bought tea at McDonald's before attending 999 call" - There is no regulation held that refers to the above question. It is believed the IPCC are referring to a direction (rather than a regulation) that although, for example, a 'S' grade call is to be dealt with within an hour that does not mean that an officer has an hour to get there, this is the maximum time it should take. I would like to take this opportunity to thank you for your interest in the Metropolitan Police Service. Information Rights Unit

4 I (immediate) Calls where the immediate presence of a police officer will have a significant impact on the outcome of the incident. MPS Charter time is 15 minutes An emergency contact encompasses circumstances where an incident is reported to the police which is taking place and in which there is, or is likely to be a risk of: Danger to life Use, or immediate threat of use, of violence Serious injury to a person and/or Serious damage to property Where the contact relates to an allegation of criminal conduct, it will be dealt with as an emergency if: The crime is, or is likely to be serious, and in progress An offender has just been disturbed at the scene An offender has been detained and poses, or is likely to pose, a risk to other people Where the contact relates to a traffic collision, it will be dealt with as an emergency if: It involves or is likely to involve serious personal injury The road is blocked or there is a dangerous or excessive build up of traffic Where the above circumstances do not apply, a contact will still be classified as an emergency if: The circumstances are such that a police contact handler has strong and objective reasons for believing that the incident should be classified as an emergency

5 S (significant) The majority of calls requiring a police response within an hour will attract this grade. S Graded necessitates a police officer at the scene within 0-60 minutes. The police contact handler acknowledges that there is a degree of importance or urgency associated with the initial police action, but an emergency response is not required. These typically arise in the circumstances where; There is genuine concern for somebody's safety An offender has been detained but is not aggressive A witness or other evidence is likely to be lost At a road collision, there are injuries or a serious obstruction A person involved is suffering extreme distress or is otherwise deemed to be extremely vulnerable Local force policy mandates a priority response. The incident is a Hate crime E (extended) Any call that requires a police attendance but does not meet the criteria for a priority response within 60 minutes will attract this grade. Any incident that requires Police attendance however can be dealt with either by an appointment or set timeframe (i.e. between hh:mm-hh:mm), by mutual agreement with the caller, ensuring that an appropriate response is made with 24 hours, whereby :- The response time is not critical in apprehending offenders: A better quality of initial Police action can be taken if dealt by ~ - A pre-arrange Police response by a Police Officer/Resource: - Attendance at a Police clinic or surgery;

6 R (referred) This grade will continue to be applied to calls received that do not require the attendance of a police officer. Adequately meets the needs of the caller through telephone advice or Help Desk, access to a database of frequently asked questions, the involvement of another and more appropriate agency or service or through some other method.

7 Learning outcome: State and explain the 4 urgency categories used in call handling. In addition to entering the correct NICL categories and completing the minimum data standards, you must also enter an urgency for each call before passing the incident to Despatch. Slide 12 The urgency is essentially a reflection of how you have risk assessed the call. The Standard Operating Procedures will guide you in selecting an appropriate urgency. Every call is different and the circumstances of a call can change at any stage. Slide 13 We use the following acronym as a way of remembering the 4 urgencies that we use. R - Referred I - Immediate S - Significant E - Extended We will now look at each one. Slide 14 We use Immediate urgency where the immediate presence of a Police Officer will have a significant impact on the outcome of an incident; Danger to Life Use, or immediate threat of use, of violence Serious injury to a person and/or Serious damage to property The Police response time to an Immediate Call is 15 minutes from the moment that you first receive the call in First Contact. Slide 15 We use this urgency when; 1. A crime is, or is likely to be serious, and in progress 2. An offender has just been disturbed at the scene 3. An offender has been detained and poses, or is likely to pose, a risk to other people. 4. A traffic collision which involves or is likely to involve serious personal injury. 5. The road is blocked, or there is a dangerous or excessive build- up of traffic 6. There is a strong and objective reasons for believing that the incident should be treated as Immediate. Slide 16 We use Significant urgency when we acknowledge that there is a degree of importance or urgency but that an Emergency response is not required.

8 The Police response time to a significant call is 60 minutes from the moment that you first receive the call. An S graded call is still a priority response and you should consider using it before an I grade is used. Slide 17 We use this urgency when 1. There is a genuine concern for somebody's safety. 2. An offender has been detained 3. A witness or other evidence is likely to be lost 4. At an RTC where there are injuries or a serious obstruction. 5. A person involved is suffering extreme distress or is otherwise deemed to be extremely vulnerable, 6. Hate Crime Slide 18 We use the Extended urgency when the Police response time is not critical in apprehending offenders. The Police response time is within 48 hours of the initial call to First Contact. The majority of calls with this urgency are scheduled for an appointment. This helps to meet the needs of the caller by arranging for Police to attend at a more convenient time for them. A pre-arranged response by a Police Officer or by other appropriate resource is generally arranged although attendance at a police clinic or surgery may also be appropriate Slide 19 We use the referred urgency when the incident does not require the attendance of a Police Officer. In many incidents with this urgency, the callers needs are met through telephone advice or help desk, access to a database of frequently asked questions, the involvement or another and more appropriate agency or service or through some other method. This meets Learning Outcome 4 Summarise the lesson and ask for any questions.

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