South Wales Police highlights Control Room Week 2024

Our control room (known as the Public Service Centre or the PSC) is at the heart of South Wales Police. It’s the first point of contact for most people often at their most vulnerable time.

Our control room (known as the Public Service Centre or the PSC) is at the heart of South Wales Police. It’s the first point of contact for most people often at their most vulnerable time.

At the end of every call taken and message received, is a member of the PSC team, interpreting and assessing information to give the best possible response of those in need of help. A considerable amount of those calls include complex incidents, where our call handlers and dispatchers deal with calls with horrific and life-changing circumstances but continue to provide a compassionate and professional service to the public.

So far this year, staff from the PSC have dealt with over 172,993 999 calls and over 247,171 101 calls.

Superintendent Jason Rees, Head of the PSC, said:

“On Control Room Week, I would like to extend my thanks and gratitude for the incredible work undertaken by our staff at the Public Service Centre (PSC). The way our staff respond to calls for service at first point of contact is of critical importance to how we support victims, protect vulnerable people and apprehend perpetrators of crime.

“We serve and respond to the public with the upmost skill, professionalism and compassion and our staff can individually and collectively be incredibly proud of the enormous contribution they make to people’s lives day in and day out.

“Our PSC colleagues are integral to the wider policing operation, and it is a privilege to work with such outstanding and dedicated colleagues who work so hard to keep South Wales safe.”

Amy, who is a dispatcher in the PSC, said:

“I dispatch officers to all different type of calls, whether that be for emergencies or non-emergencies. I’m also responsible for allocating those officers within a certain time frame and also look at calls, based on those calls taken, to see what resources we need to ensure the public are safe. Whether that be response units, dogs, helicopters, firearms units; I love that my job is ensuring we keep our communities in south Wales safe.”

Please report non-emergencies via the live chat option on the home page, or by calling 101. In an emergency, always dial 999.

If you dial 999 by accident, please do not hang up. Our system alerts us that a 999 call has tried to be called, and we will need to investigate where this has come from. Allow the call to come through to us and confirm it was a mistake.