Police train call handlers to deal with suicidal callers

Call handlers at Devon & Cornwall Police are receiving enhanced training to deal with calls from distressed people threatening suicide

The move follows an increase in calls from distraught people threatening to harm themselves.

A core team of employees attended a specially adapted course designed to give them the knowledge and skills to better deal with intense phone conversations, ensuring the safety of the caller. With input from specialist departments and real-life scenario-based training, delegates were taught how to handle crisis situations.

“Call handlers have a huge task when dealing with distressing telephone calls. Talking to someone over the phone who is threatening to harm themselves is extremely challenging and we want to prepare call handlers as much as we can and give them a model to work to” said Supt Glen Mayhew, who is the Force lead.

The pilot, which is running for the next six months, is part of the Forces commitment to better understand the needs of those with mental health issues.

One of the delegates said the training provided great insight into what to expect and it gave him the confidence to deal with anyone who is suicidal.

The police contact centres in Plymouth and Exeter receive over one million calls each year. Nationally, the number of suicides is increasing and the pilot aims to ensure trained staff are available to assist at the earliest opportunity.

"These types of calls are very difficult and emotionally tense and by providing training that focuses on enhanced communication techniques, we are hopeful we can save additional lives" added Supt Mayhew.

Last month, a call handler was on the phone to a suicidal person for two hours. The caller was threatening to jump off a cliff, but after speaking to a member of Devon & Cornwall Police who was able to provide reassurance, the person was recovered safe and well. Had it not been for a calming and skilful response, the situation may well have had a different outcome.

Devon & Cornwall Police is the only Force in the South West to train staff to handle these types of calls.