What SCR Operators Must Communicate to 999 / Police Control
In an emergency, seconds matter. As an SCR Operator, your role is not only to watch over the site but to be the first professional voice on the line when things go wrong. That first call to 999 or Police Control shapes the entire response. Police dispatchers handle thousands of calls every day, many from frightened or untrained members of the public. Your calm, structured, and professional communication can make the difference between a quick, effective response and a dangerous delay.
Think of yourself as the bridge between chaos on the ground and order arriving with flashing blue lights. What you say, how you say it, and the order you present information in are just as important as the actions being taken on the site.
Why Communication Matters
Imagine this: A fight breaks out in a crowded venue. The crowd is panicking, staff are shouting, and alarms are ringing. When you pick up the phone, the dispatcher is relying on your words alone to cut through the noise.
Clarity saves time: Police need clean facts, not confusion. A vague call means more questions, more delay, and potentially more danger.
Details save lives: Officers cannot prepare properly without knowing what they are walking into. The right details ensure the right resources are deployed, whether it is a single patrol car, armed response, or specialist units.
Professionalism builds trust: Dispatchers know when they are speaking to a professional. A calm, concise operator earns respect, and police will often prioritise a clear call over a confusing one.
The “Critical Five” – Information to Give Police
When you call 999 or Police Control, always stick to a structured order. This avoids forgetting key details and ensures dispatchers have everything they need.
Location: Be exact, not general. Give the full site name, full address, and the best access point for emergency vehicles.
Example: “This is St Pancras International Station, Euston Road, London. Police entry via Pancras Road taxi rank entrance.”
Nature of the Incident: What is happening? Be specific.
Example: “We have an armed robbery in progress,” or “Suspicious package located at the main security checkpoint.”
Threat Level: Is the situation active, escalating, or contained?
Example: “The fight is ongoing, with around 10 individuals involved,” or “The suspect has been locked in a secure area.”
Suspect or Hazard Description: Give what is most useful to officers.
Example: “Male, approx. 6ft 2, blue jacket, carrying a black holdall, last seen heading towards the North car park.”
Actions Already Taken: What has your team done so far?
Example: “Entrances secured, CCTV live tracking the suspect, public being guided away by ground officers.”
Tip: Always pause after each key point. This allows the dispatcher to note the information without asking you to repeat yourself.
Real-World Example
In Birmingham, security operators spotted a man behaving suspiciously with what looked like a firearm. Police were called. Instead of panicking, the SCR operator followed the Critical Five: location, incident, threat, description, and actions. They also kept the line open to provide real-time updates on the suspect’s movements. When armed officers arrived, they already knew where the suspect was and how to approach.
Result: The suspect was intercepted in under three minutes, with no injuries to staff or public. Police later praised the SCR team for their professionalism, saying their updates were “as clear as a blueprint for action.”
Common Mistakes to Avoid
Even trained staff can make errors under stress. Here are the pitfalls to avoid:
Panicked speech: Speaking too quickly or emotionally reduces clarity.
Vague directions: “By the door” or “over there,” waste precious time. Always use landmarks.
Guessing details: Stick to what you can confirm. Saying “I think he has a gun” when you cannot see one risks miscommunication.
Overloading at the start: Give the key details first. Extra information can be added once the dispatcher has the essentials.
The Power of Tone and Language
Your tone matters just as much as the words you use. If you sound panicked, the dispatcher has to work harder to filter information. If you sound calm and professional, they can process quickly and dispatch faster.
Use short sentences: “Male suspect. Black jacket. Heading to the main entrance.”
Avoid filler words like “um” or “er.”
Speak slower than normal, adrenaline makes you rush, but clarity is better than speed.
Example: In a football stadium incident, two SCR operators made calls at the same time. One was shouting and confused, the other calm and structured. Police prioritised the calm call, because they could act on the details straight away.
Tip: Practise mock calls during training. Role-play the dispatcher and focus on tone as well as content.
The Role of Real-Time Updates
Your job does not end once the call is made. Incidents change quickly, and police need live updates as they travel.
Update suspect movements: “The suspect has moved from the car park into the food court.”
Report crowd behaviour: “Crowd becoming agitated near South exit.”
Highlight site changes: “We have locked down all side doors.”
Example: In a London shopping centre, an SCR operator updated police every 90 seconds as a shoplifter with a knife moved through different areas. Because of these live updates, police intercepted him at the exact exit he was heading for.
Tip: Keep a notepad or log ready. Write down each update with the time before passing it on. This prevents missed details and creates an accurate incident record.
Preparing for the Police Arrival
The phone call is only part of your job. When police arrive, they need to take over fast. A smooth handover helps them act immediately.
What to prepare:
A clear route into the site.
An incident log with exact times and actions.
CCTV footage or stills showing suspects.
A brief summary you can deliver in under 45 seconds.
Example: During a major incident at a retail park, police commented that the SCR handover was so professional they were operational within seconds. The operator gave them a written log, CCTV footage, and a one-line summary: “Two suspects, currently contained in Unit 4 storeroom, no public access, staff safe.”
Tip: Think like a police officer arriving blind. What would you want to know first? Deliver that.
Useful Statistics
UK emergency calls average 90–120 seconds; concise communication makes every second count.
Studies show 70 percent of initial reports lack precise location details, delaying response.
Security teams who rehearse “Critical Five” calls reduce police questioning by up to 40 percent.
One in three incidents escalates in the time between the call and arrival, making operator updates essential.
Scenario Exercise: Making the Call
You are monitoring CCTV at a transport hub. A man is seen holding a knife in the main hall. Police arrival is estimated at 10 minutes.
What would you say?
“This is London Victoria Coach Station, nearest access via Buckingham Palace Road entrance.”
“Male suspect with a knife, currently in the main hall.”
“The incident is ongoing, suspect moving towards café area.”
“White male, approx. 30 years, grey hoodie, black rucksack.”
“Entrances secured, CCTV tracking, public moved back by staff.”
Then, log the call, prepare updates, and be ready for police handover.
