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Priority lead: Joanna Smallwood


Chief Superintendent, Gloucestershire Constabulary

What are the key requirements for the accessibility and accountability priority?

  • To get the right resources to the right situation or problem first time, every time, on time and dealing with the matter appropriately and effectively
  • To realise the ideal of the local policing delivering office working in and working with the communities of Gloucestershire.

How priority lead Chief Superintendent Joanna Smallwood is going to deliver the accessibility and accountability priority 

I have the exciting opportunity of leading on this priority – this means that I have to make sure the police are as accessible and accountable to the public as possible.

But what does that actually mean?

Essentially, it is my responsibility to ensure that you can contact the police when you need them and that we will:

  • Respond to your need – effectively and appropriately
  • Resolve your issue effectively and appropriately
  • Re-direct you appropriately to other agencies, partners, voluntary/3rd sector service providers
  • Resource from our staffing capability to your need

Our Force Control Room is normally the route that most people use to contact the police and we have done a great deal of work to improve the service that we provide.

This has resulted in over 90% of our 999 emergency calls being answered within 10 seconds and most of those are answered much quicker – on average just 2-3 seconds.  

Over 83% of calls received on our non-emergency 101 number are answered within the national requirement of 40 seconds.

That means that more than 8 out of 10 people who ring our 101 number have their call answered within 40 seconds.  

Nationally we are recognised for our service and recently a comparison survey of the 43 police forces in England and Wales revealed that since September 2015 Gloucestershire’s Control Room has moved from 20th to 4th position in the category of ‘User Satisfaction for Ease of Contact’, with  an increase in customer satisfaction of 3% from 94.8% to 97.8%.

Some of the other things we are doing include:

    • reviewing our service provision end to end
    • ensuring the needs of victims are met at all times from the first point of contact
    • reviewing the Constabulary’s neighbourhood policing ‘service offer’
    • developing capability and capacity through Specials recruitment, our cadet program, community relationships and other voluntary/innovative options
    • offer transparency through our service recovery and complaints review
    • work with other law enforcement agencies to tackle threats from serious and organised crime, terrorism and sexual exploitation
    • making sure officers and staff are available and accessible to the public, improving our links with the public through channel management
    • reviewing local needs and working with other partners and agencies to deliver the best service
    • ensuring that our officers and staff respect and value the people who need our services

All these things are “work in progress” and we are constantly trying to improve the service that we deliver in challenging financial times.

We have and continue to strive to deliver great policing to our communities, we want to be more efficient and effective, caring and available, working with you and our partners to make a difference to those who live, work and visit Gloucestershire.

Whilst this is a brief introduction into what ‘Accessibility and Accountability’ means, you can find more detail here in what we call the Delivery Plan 

Accessibility and accountability

Priority delivery plan

If you would like to read the delivery plan, please click on the icon below

Projects supported under accessibility and accountability

  • Restorative Gloucestershire
    The youth forum project will involve officers and young people in roughly equal numbers, up to 24 participants in each session, and enable participants to examine their perceptions of each other. We facilitate the group addressing misconceptions of each other through restorative approaches and relationship building exercises. This process has already demonstrated changes in perception, attitude and practice amongst officers and young people. (Please see attached feedback and film). Young people and officers are given the opportunity to share their experiences in a safe, carefully risk-assessed environment. Previous sessions have included discussions and experience of domestic violence, rape and murder. The ripple effects of this work have been proven by our experience in Northamptonshire, which we can demonstrate.
  • The Aston Project
    The Aston Project was set up in Cheltenham in 2011 in memory of Neighbourhood Officer PC Lynn Aston. The project builds upon the work for reward ethos and aims to work with young people (aged 9-17) by identifying their interests and engaging them in constructive activity through which they build credits towards a reward activity through timebanking. The credit scoring activities fall broadly into four categories; community based, discipline based, character/team building or vocational. All our reward activities / experiences have a cost in time credits, so young people can choose one to work towards and learn that hard work = reward.
  • Gloucestershire Constabulary; Gloucestershire County Council & Office of the Police and Crime Commissioner
    Building on the experience gained in Phase 1 of the project we will continue to run a series of consultation and other events to obtain the views and experiences of older people and hard to reach groups across Gloucestershire. As well as obtaining case studies and data from participants we will signpost enquiries and issues to other agencies and provide an information stand with leaflets, booklets and brochures on a wide range of issues affecting older people.
  • Jim Hilborn
    CSE report review.
  • Gloucestershire Rape & Sexual Abuse Centre - GRASAC
    • To improve accessibility to Rape Crisis services for all women and girls, through web based and other social media, with a special focus on engaging young women (aged 13-25) and those from diverse and rural communities. • To work alongside young women to steer the project to ensure appropriate services are developed that are relevant, accessible and meet their identified needs. • To work in partnership with statutory and voluntary sector agencies to raise awareness of healthy relationships and address negative attitudes to sex and relationships with young people. • Engage young women (aged 18 – 25) in volunteering in their community, to gain skills and confidence that will be used throughout their working lives.
Page last updated: 10 January 2018