Every Caller is Different


Every caller is different and our response should be too. That’s why we are taking a new approach to call assessment through 101 and 999 to ensure we can provide a better service to the public.

This means that when you contact Police Scotland our Service Advisors will ask you for more information to help them assess risk, threat, harm and vulnerability so you get the right response.

We are testing the new approach in Lanarkshire and Dumfries & Galloway this summer. Subject to review and approval, we will then implement across the rest of Scotland through a phased plan – completing in summer 2020.

Our new approach will offer a wider range of options to provide assistance based on your needs and circumstances. This could include immediate attendance at the incident or within a specified timeframe, an appointment with a police officer or assistance directly over the phone.

Assessing calls in this way will also increase our ability to despatch police officers to urgent incidents, which means we can get to the people who need us most, when they need us most.

Our front counter station assistants will also use this new approach to assessing your needs and circumstances if you attend at a police station.

Learn more about our new approach.