Timeline for Police Arrival
When an incident escalates to the point where police are required, the Control Room becomes the critical hub for managing the timeline. Seconds can feel like hours, and while waiting for the police to arrive, your actions as a Security Control Room (SCR) Operator shape how safe the site, staff, and public remain.
It is important to understand that calling the police is not the end of your responsibility, it is the beginning of a structured response. What you do between the moment of the call and the moment officers arrive can make the difference between control and chaos.
Why Timelines Matter
The police aim to respond quickly, but response times vary depending on the type of incident, location, and available resources. While they are en route, you and your team are the first responders.
Immediate incidents: Armed attacks, serious violence, or ongoing threats usually trigger the fastest police response.
Urgent incidents: Threats of violence, suspicious packages, or aggressive behaviour may take longer.
Routine incidents: Non-urgent matters such as lost property or low-level disorder are likely to be delayed further.
Key point: In every case, your site must be stabilised until police take over.
The Control Room Timeline: What to Do While You Wait
1. Minute 0–1: Call Made
Provide clear details: who, what, where, when.
State the level of threat: is it ongoing, escalating, or under control?
Use site codes if applicable (bomb threat, armed intruder, etc.).
2. Minute 1–5: Immediate Actions
Alert ground officers with calm, clear instructions.
Monitor CCTV for updates and share real-time intelligence.
Secure entrances and exits as needed.
3. Minute 5–10: Stabilisation
Guide crowds away from danger points.
Support officers dealing with the situation on the ground.
Keep updating the police with any changes.
4. Minute 10+: Ongoing Management
Stay in contact with police control until officers arrive.
Prepare to brief responding officers quickly on arrival.
Keep full logs of all actions, times, and events for investigation.q
Real-World UK Example
In a shopping centre in Manchester, security staff spotted a man behaving suspiciously with what appeared to be a firearm. Police were called immediately, but arrival took nearly 10 minutes. During this time, the Control Room directed officers to lock down entrances, calm the public, and track the suspect via CCTV. By the time police arrived, the suspect was contained in a single location, preventing wider panic.
Tip: Even when police are called, the SCR remains in charge of keeping order until professional response teams arrive.
The “Golden First Five Minutes
The first five minutes after calling the police are your most critical window. This is when fear spreads, suspects try to escape, and violence can spiral. If you act fast and with structure, you can contain the situation before it explodes.
Example: A violent fight breaks out in a nightclub. Police are on their way, but minutes feel like hours. The SCR operator wastes no time, locking down side exits to stop escape, directing officers to create space between the fighters, and tracking every move on CCTV. The suspects remain boxed in, and when police arrive, the situation is already under control.
Tip: Treat the first five minutes like gold. Keep a checklist on your desk: call police, secure exits, monitor suspects, support staff, log events. If you do these five things, you’ve bought safety until backup arrives.
The Communication Bridge: Keeping Police Informed
Think of yourself as the bridge between chaos on the ground and the officers racing to your site. The quality of your updates can decide whether police arrive prepared or blind. Remember: they can only act on what you tell them.
Example: In a shopping centre, a suspect left the car park and slipped into the food court. Because the SCR operator radioed this update to police in real time, they changed their entry point and intercepted the suspect before he could blend into the crowd. Without that update, he might have vanished.
> Tips for clear updates:
Use landmarks, not vague directions: say “North entrance by the security office,” not “near the door.”
Keep it short and factual: report what you see, not what you think.
Time-stamp everything: logging when you gave each update protects you and supports later investigations.
Tip: If you feel adrenaline taking over, slow your speech. Calm, clear updates cut through chaos better than rushed words.
Preparing the Perfect Handover
When police finally arrive, the way you hand over information decides whether they act instantly or waste precious time asking questions. A smooth handover makes their job easier and proves your professionalism.
> What to prepare before arrival:
Incident log: clear record of times and actions taken.
CCTV footage: suspect behaviour, crowd movement, and access points.
Access routes: ensure nothing blocks police entry or exit.
Fast summary: for example, “At 19:08, two suspects involved in assault at Exit A. They are now contained in the food court. No weapons seen. Public being redirected. CCTV ready for review.”
Example: At a retail park, an SCR operator delivered a 30-second handover that covered everything the police needed. Officers were fully briefed before they even entered the site. Later, police praised the team for saving them minutes, which in a crisis, can save lives.
Tip: Run “handover drills” with your team. Practise saying a summary out loud in 30–45 seconds. The smoother your delivery, the faster police can take control.
Consequences of Poor Timeline Management
Escalation before police arrive.
Confusion and delays on handover.
Increased injuries or panic in the public.
Damage to site reputation and possible legal scrutiny.
Scenario Exercise: What Would You Do?
You are monitoring CCTV at a busy transport hub when a man is seen brandishing a knife. You call the police, but response time is estimated at 12 minutes.
Your actions:
Lock nearby access points.
Direct staff to keep safe distance while controlling crowds.
Track suspect via CCTV and update police every 60 seconds.
Prepare incident log and footage for quick handover.
Maintain calm comms so staff remain steady.
