Over the course of three years, millions of calls to the police emergency number, 10111, were dropped. Worse, 10111 staffing is only at around 40%.
that only around 40% of the required 10111 call centre personnel are deployed, and that millions of 10111 calls were dropped over the past three years.South Africa’s 10111 police call centres are meant to be staffed by 3,344 people. However, as of 1 April 2022, only 1,315 staff were assigned to these offices.
Dropped calls can refer to calls that could not be answered, which might have been due to callers ending their calls before being transferred to 10111 operators. They can also refer to calls which were ended by the caller after they had been transferred to a 10111 operator.“From the onset of his appointment, the national commissioner General Fannie Masemola has prioritised the capacitation and resourcing of police stations and units.
“I believe that insofar as SAPS is concerned, the crisis at the 10111 centres is emblematic of the broader management crisis within the police service,” he said. “Non-police-related calls have an impact on the prioritisation of legitimate emergency calls and hamper service delivery.”The 10111 centres, particularly in Gauteng, “have been plagued with problems over many years. Long delays in answering phone calls, untrained staff… lack of communication, poor response time etc are just some of the many problems that have plagued the centres,” said anti-crime activist Yusuf Abramjee.
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