Making the Right Call: Helping Keep Emergency Lines Free When Every Second Counts

Summer is one of Dorset's busiest times of year. Our roads are busier, our beaches and town centres are packed with residents and visitors, and our emergency services are working harder than ever to keep people safe.

When someone dials 999, they need to know help will be there without delay. That's why Dorset Police has launched the 'Making the Right Call' campaign – reminding everyone that choosing the right way to contact the police helps ensure emergency lines remain available for those whose lives or safety are at immediate risk.

Every day, our call handlers deal with thousands of calls from people who need help. Many are genuine emergencies requiring an immediate police response, but a significant number are enquiries that could be dealt with through other channels. While every call is important, using the most appropriate route means officers and staff can respond more quickly to those facing the greatest danger. So far this summer, calls to Dorset Police's contact centres have increased by a third, and approximately 20 per cent of all calls received by the Force weren't police matters and should have been directed to other agencies.

A 999 call should always be made if there is an immediate threat to life, serious injury, a crime happening at that moment and a preparator is still on scene, or if someone is in immediate danger. If the situation is not an emergency, reporting online, call 101 or contacting other appropriate organisations can often be the quickest and most appropriate option. For example, issues such as noise nuisance, fly-tipping, parking issues on council-managed roads and some environmental concerns should be reported to the local authority, not Dorset Police.

The Force also often receives calls incorrectly made to 999 for issues that should be raised with utility providers, such as power cuts, water supply problems and gas emergencies; NHS services for medical advice and treatment; or public transport issues, such as trains or buses being delayed. However, this campaign isn't just about reporting to the right service; it's about choosing the right way to report.

Dorset Police has made it easier than ever to report non-emergency incidents online, whether that's reporting a crime, providing information, or finding advice and support. Many issues can also be resolved without waiting on the phone, allowing our contact centre staff to focus on those who need urgent assistance.

If you have been the victim of a crime that is not an emergency and poses no immediate danger to you, you can report it on the Dorset Police website through the 'Report a Crime' button. More likely -  if you suspect a crime has taken place, have witnessed something suspicious, or have information about a crime but were not directly the victim, you can use the 'Report your intelligence' button located further down the Dorset Police website homepage.

I understand that online reporting isn't always accessible for everyone, which is why the Force has introduced Community Contact Points across Dorset, as well as Mobile Police Stations. If you need to report a crime or tell the Force about something you've witnessed, you can attend a Mobile Police Station or ask an officer at a Community Contact Point to assist you. You can find out when the next Community Contact Point is taking place near you by entering your postcode into the search box under the 'What's happening in your area?' section of the Dorset Police website homepage and then clicking on your local team's Events tab. The 101 non-emergency telephone number also remains an option for reporting non-emergency matters to the police.

I want to make it clear: this isn't about discouraging people from contacting the police. It's about making sure you use the right service at the right time so that someone experiencing an emergency doesn't face unnecessary delays because Force operators are tied up with non-urgent enquiries.

As Police and Crime Commissioner, I know how vital our contact centre staff are. They are often the first reassuring voice someone hears during the worst moments of their lives, calmly gathering information, providing advice and dispatching officers when every second matters. They do an outstanding job under immense pressure, and we all have a role to play in helping them do that job as effectively as possible.

This summer, as Dorset welcomes thousands of visitors alongside our local communities, I would encourage everyone to take a moment to think before making that call. If it's an emergency and there is an immediate danger, always dial 999 immediately. If not, use Dorset Police's online reporting services, call 101 or visit a Mobile Police Station or Community Contact Point instead.

By making the right call, you could help ensure that when someone desperately needs an emergency response, help gets to them as quickly as possible. It is a small decision that can make a very big difference.

David Sidwick
Dorset Police and Crime Commissioner