In policing, trust isn’t built by accident. It’s built through transparency, scrutiny and a genuine commitment to listening to the public. One of the clearest examples of this in action is the work of Call Management Auditors. A unique volunteer role that strengthens accountability at one of the most crucial points of policing: the first contact.
When someone dials 999 in an emergency or 101 for non-emergency support, their experience is shaped by how quickly their call is answered, how compassionately they are treated and whether they feel their concerns are taken seriously. These moments matter. They set the tone for trust in the entire policing journey. Ensuring that calls are managed to the highest standard is not only good practice; it is essential for maintaining public confidence.
That is where Call Management Auditors play an important role. These dedicated volunteers support Dan Price, Cheshire Police and Crime Commissioner by independently scrutinising how Cheshire Constabulary handles calls received through the Force Control Centre. Their work is rigorous and meaningful. Each month, auditors meet to review a randomly selected sample of both 999 and 101 calls, examining everything from call handling standards to response quality and timeliness.
Their audits help answer important questions:
- Are members of the public receiving the service they deserve?
- Are calls being handled in a way that supports effective policing?
- Are the Constabulary’s performance standards being met, consistently and fairly?
Every audit is recorded electronically and reviewed not only by the PCC’s team but also by the Constabulary’s Force Control management. This ensures that findings feed directly into improvements, feedback loops, and service enhancements.
The strength of the scheme lies in its independence. Volunteers are not part of the police. They represent the public. This external perspective is invaluable, offering honest insight into what is working well and where change is needed. It’s an example of how checks and balances should function: constructive, transparent. Relentlessly focused on public interest.
Cheshire is fortunate to have a group of experienced and dedicated volunteers who give their time to ensure standards remain high and that residents receive the quality of service they deserve when reaching out for help. Their commitment reflects something powerful: that communities can play an active role in shaping the policing service they rely on.
In a system where accountability matters more than ever, Call Management Auditors help keep policing grounded, responsive, and connected to the people it serves. Their work doesn’t just scrutinise calls. It strengthens trust, enhances transparency, and ensures that the public remains at the heart of policing.
Thank you to all of our Call Management Auditors past and present who volunteer their time and make a difference here in Cheshire.
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