FCC processes 990/2025
FOI Reference: 990/2025
Request:
1. Summary Information:
a. Name of organisation.
b. Size of geographical area of responsibility.
c. Approximate population within that area.
d. Current total personnel in organisation (headcount and/or FTE; please specify).
e. Current total personnel by role within department responsible for control-room function (headcount and/or FTE; please specify).
f. Number of separate control room locations: Please include function(s) at each (e.g. telephony, dispatch, public-facing, back-office, training, etc.).
g. Annual personnel budget for entire organisation.(*)
h. Current annual personnel budget for department operating control rooms.(*)
(*) Current financial year.
2. Recruitment Process
a. Brief outline of current recruitment process for control-room personnel.
b. Brief outline of use of recruitment agencies (past or present), including:
i. Sourcing and matching candidates
ii. Application and screening
iii. Interviewing
iv. Use of temporary/agency workers alongside permanent recruitment
v. Agency post-recruitment provided
vi. Reasons for discontinuing agency use (if applicable)
c. Brief outline of current interview process, including details of:
i. Panel, group, telephone, or online interviews
ii. Assessment centre techniques (individual/group exercises)
d. Brief outline of any additional recruitment methods used (past or present):
i. Psychometric testing
ii. Candidate presentations
iii. Role play
iv. Table-top exercises
e. Brief outline of average time-to-hire (calendar days from application to start date).(*)
f. Brief outline of numbers of applicants vs. successful hires for each role (per year, if available) .(*)
g. Brief outline of minimum/mandatory qualifications or certifications (and whether required pre-employment or obtained during probation).
(*)Most recent 12-months’ data (or the closest period held), and (if readily available) the two previous 12-month periods.
3. Training Process
a. Brief outline of current structure and typical duration of initial training for each area. Please indicate whether duties are trained as separate roles or combined:
i. Call handling
ii. Dispatch
iii. Public-facing roles
iv. Other/back office roles
b. Brief outline of pass and fail rates for initial training programmes (percentages or counts).(*)
c. Probation period, including length, process for extension, process use for terminating during probation).
d. Brief outline of subsequent ongoing CPD and/or refresher requirements (frequency and format; include any mandated hours).
(*)Most recent 12-months’ data (or the closest period held), and (if readily available) the two previous 12-month periods.
4. Retention and Turnover
a. Average retention rates for control-room personnel.(*)
b. Average tenure by role (years/months).
c. Turnover percentage (please state formula used, e.g., leavers in period ÷ average headcount × 100).(*)
d. Brief outline of retention strategies in place (e.g., career pathways, formal qualifications, discounts/benefits, hybrid/remote working).
(*)Most recent 12-months’ data (or the closest period held), and (if readily available) the two previous 12-month periods.
5. Performance Metrics
a. Brief outline of KPIs currently used to measure success in each role (call handling, dispatch, public-facing), including target levels where held).
6. Wellbeing and Support
a. Brief outline of availability of mental-health or resilience programmes for control-room personnel.
b. Brief outline of availability of access to occupational health.
c. Aggregated data on stress-related absences or sickness (counts and/or rates).(*)
(*)Most recent 12-months’ data (or the closest period held), and (if readily available) the two previous 12-month periods.
7. Exit Data
a. Aggregated reasons for leaving (e.g., resignation, retirement, internal transfer).(*)
b. Whether exit interviews are conducted and any aggregated insights/themes recorded.(*)
(*)Most recent 12-months’ data (or the closest period held), and (if readily available) the two previous 12-month periods.
8. Workforce Composition and Pay Information
a. Current numbers in each role, including all grades/ranks/bands from Head of Department to operational staff (headcount/FTE; please specify).
b. Ratio of full-time vs part-time staff.
c. Proportion working under formal flexible-working arrangements.
d. Salary bands applicable to these roles.
e. Any shift pay, allowances, or other pay enhancements.
9. Demographics
a. Details of applicant demographic by age, gender, sexuality, ethnicity, disability.(*)
b. Details of departmental demographic by age, gender, sexuality, ethnicity, disability.(*)
(*)Most recent 12-months’ data (or the closest period held), and (if readily available) the two previous 12-month periods.
10. Learning and Future Plans
a. Examples of practices applied within recruitment or training that you consider:
i. Good practice.
ii. Approaches that led to reflection, adaptation, learning or improvement.
b. Brief details of any planned changes to recruitment or training processes in next 12–24 months.
Response 1f & 4b:
I can confirm that Dyfed-Powys Police does hold the requested information; however the following exemption applies to part of that information:
Section 31(1)(a)(b) – Law Enforcement
Section 1 of the Freedom of Information Act 2000 places two duties on public authorities. Unless exemptions apply, the first duty at Section 1(1) (a) is to confirm or deny whether the information specified in a request is held. The second duty at Section 1(1) (b) is to disclose information that has been confirmed as being held.
Where exemptions are relied upon section 17 of FOIA requires that we provide the applicant with a notice which:
a) States that fact
b) Specifies the exemption(s) in question and
c) State (if that would not otherwise be apparent) why the exemption applies
The Section 31 exemption is a prejudice-based qualified exemption. There is therefore a requirement to carry out a HARM Test in respect of such information and there is a requirement to carry out a Public Interest Test in order to establish whether the public interest in maintaining the exemption may be outweighed by a wider public benefit in disclosure.
Evidence of Harm
Under the Act, we cannot, and do not request the motives of any application for information. We have no doubt that the vast majority of requests made under the Act are legitimate and the applicants do not have any ulterior motives. However, in disclosing information to one applicant, we are expressing a willingness to provide it to anyone in the world. This means that a disclosure to a genuinely interested and concerned person automatically opens it up for a similar disclosure, including those who would use the information to gain an advantage over our ability to exercise our core function which is Law Enforcement.
In considering whether or not this information should be disclosed, consideration has been given to the potential harm that could be caused by disclosure.
The police service is charged with enforcing the law, preventing and detecting crime and protecting the communities we serve. The general public are also aware that modern day policing is intelligence led and that there are changes on a day to day basis. Disclosure of the exact location of the Force Communications Center within Headquarters Dyfed-Powys Police Headquarters and any potential information in respect of the number of separate control room locations:would divulge the forces’ tactical capability in respect of this area of policing, which would cause operational harm to the Dyfed-Powys Police Force by affecting our ability to fulfil our core function of law enforcement.
The release of such information would be invaluable to those with criminal intent, as criminals would be able to identify force tactical capabilities and use this knowledge to their own advantage in furthering criminal activity not only within this force but also throughout the country.
I have considered the below, and I have concerns about sharing the exact location of our control rooms and their back up functions.
Public Interest Test
Considerations favouring disclosure:
Factors favouring the disclosure of this information would include better awareness regarding buildings used by Dyfed-Powys Police.
Considerations favouring non-disclosure:
Factors favouring non-disclosure would be the protection of buildings that are essential for operational resilience, security and safety. These facilities are critical and by disclosing the exact location and whether there is a back-up facility could bring the force to a standstill, and disclosing their location(s) would increase security risks and could reduce our capabilities. The key risks associated with the public knowing their exact location(s) include:
- The potential for targeted attacks or disruption: individuals could target these in order to disrupt our policing response, whether through physical attacks, protests or sabotage. Groups or individuals aiming to interrupt our policing operations, including those with hostile intent could target the controls rooms.
- Counter-terrorism vulnerability – control room(s) play a crucial role in coordinating responses to terrorism-related threats. If we disclose the exact location, it could attract those seeking to undermine our response, or cause wider public harm.
- Threats to staff safety: staff working in these facilities could face increased personal risk if hostile individuals know where they are based.
- Operational vulnerability: control room(s) are central to emergency response. Any disruption could affect the forces ability to coordinate policing and respond to incidents.
- Back up functions/sites are intended to remain discreet so operations can continue if the main site is compromised. Our back up site must remain discreet to function effectively during disruptions. If both the primary and any possible secondary locations are known, our overall resilience is weakened.
This would have an impact on police resources and would hinder the prevention or detection of crime and place individuals at risk.
Balance Test
After considering the advantages and disadvantages in disclosure it falls upon Dyfed-Powys Police to conduct a balance test on the issues. The strongest arguments for release, which is better awareness, needs to be weighed against the strongest argument for non-release, which in this case is effective law enforcement.
The police service is charged with enforcing the law, preventing and detecting crime and protecting the communities we serve. The general public are also aware that modern day policing is intelligence led and that there are changes on a day to day basis. Disclosure of information in respect of police buildings connected with critical policing would cause operational harm to the Dyfed-Powys Police Force as well as potentially place officer’s safety at great risk as well as that of the general public by affecting our ability to fulfil our core function of law enforcement. The release of such information would be invaluable to those with criminal intent as criminals would be able to identify force tactical capabilities and use this knowledge to their own advantage in furthering criminal activity not only within this force but also throughout the country.
The Police Service is tasked with the prevention and detection of crime and protecting the public. Whilst there is a public interest in this subject there is a very strong public interest in safeguarding the protection of the public and the effective use of police resources. Public safety is of paramount importance and the police service will not divulge information if to do so would compromise law enforcement.
Therefore, in all the circumstances of the case, the public interest in maintaining the exemption outweighs the public interest in disclosing the information.
Response 1:
1a) Dyfed Powys Police
1b) 4,188 square miles
1c) 519,000
1d) 2248 Headcount for Dyfed-Powys Police (Officers and Staff)
1e) 136 headcount
1f) Section 31 exemption applied
1g) £139,530k (this is the entire force budget, excludes Commissioner’s Office)
1h) £7,619k (this is the FCC pay budget)
Response 2:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
a. 1. Application form
2. Online Situational Judgement test (SIJT) – call handler 101/999
3. Typing test
4. Interview
b. None
c. Force interview process:
- interview panel consists of representative from the business area and an independent panel member. Conducted face to face.
- Scoring guide pre-determined prior to interview.
- Individual interview completed.
d. As per point a
e. Time to hire (application received to start date) October 1st 2024 to 30th September 2025 – 211.81 days
FCC Operator recruitment is a bulk recruitment campaign, therefore candidates are pooled and progressed for vacancies that arise over the upcoming 12 months.
f. Data range - application received - 1st October 2024 to 30th September 2025
- 10% of applications received during this time have been appointed (more may be appointed – candidates are held for future vacancies)
Data range - application received - 1st October 2023 to 30th September 2024
- 15.8% of applications received during this time have been appointed
Data range - application received - 1st October 2022 to 30th September 2023
- 15.8% of applications received during this time have been appointed
g. Must possess G.C.S.E’s Grades A - C, in Mathematics and English Language, or have proven relevant experience to a comparable level in numeracy and literacy
Response 3:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
a. Training Process
i. Call handling – 20 weeks including 4 weeks of mentoring, plus around a month’s worth of mentorship on Digital Desk
ii. Dispatch – 5 weeks classroom training, plus as long as they need for mentoring (this can take weeks or months depending on demand and the individual)
iii. Public-facing roles - N/A
iv. Other/back office roles – Mostly mentoring from more experienced team members, however trainers need experience in their FCC specialist subject plus a teaching / training qualification.
b. Brief outline of pass and fail rates for initial training programmes (percentages or counts). The FCC course is not a pass/fail course, we would offer each member of staff the support and additional training / mentoring if required and refer to probation / performance policies for police staff if there were more complex needs.
c. Probation period, including length, process for extension, process use for terminating during probation). Currently 6 months.
d. Brief outline of subsequent ongoing CPD and/or refresher requirements (frequency and format; include any mandated hours). All staff have training days on a regular basis – one training day every other month – plus regular team briefings where a range of topics are covered based on departmental learning, feedback from others such as independent QA panels, trends found from performance data, new initiatives and other vital training such as CT and Suicide Awareness.
(*)Most recent 12-months’ data (or the closest period held), and (if readily available) the two previous 12-month periods.
Response 4:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Please note previous years is readily available as the structure of the dept has significantly changed since the 1st September 2024.
a. 83.82%
b. Section 31 exemption applied
c. For the whole FCC the turnover rate is 16.18%. establishment of 136 posts with a total of 22 leavers between 01.11.2024 and 31.10.2025
d. Career Pathway – Staff enter Operators(Call Handlers), after 12 months they are taught the Omni competent functions to be a dispatcher, after that they can progress to the supervisory roles.
Qualification Offered – All staff are provided with the opportunity to achieve Contact Centre Professionals - NVQ Level 2.3 and 4 as they progress through their training.
All staff who start in the FCC have a requirement to remain in role for a minimum period of 2 years(Tenure for FCC)
Response 5:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
The National KPI’s that DPP work to within the FCC are:
999 calls- 90% answered within 10 seconds.
101 calls- abandonment rate less than 10%.
Response 6:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below for A & B.
A) We have monthly drops in by counselling staff to area there are also visits by Oscar Kilo wellbeing dogs to area. We have annual welfare checks via telephone to individuals in this area. They have access to Employees Assistance Programme Oscar Kilo website for support online services these are widely advertised in Dyfed Powys Police. Well being fayres twice a year. Also Occupational Health is directly opposite the control room building for access if needed.
B) Can self-refer into counselling if needed. Line manager refers if management referral required.
C) I can confirm that there is no information held by Dyfed-Powys Police due to the fact that this information is not recorded by Dyfed-Powys Police.
Response 7:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
a. Leaver Reasons
Retirement = 3
Resignation = 9
Internal Transfer = 10
b. I can confirm that Exit Interviews are offered on a voluntary basis for all organisational leavers.
Response 8 & 9a & 9b
I can confirm that Dyfed-Powys Police does hold the information requested; however we are exempting the information as we believe that the following exemption is relevant:
Section 40(2) Personal Information
Section 40(2) is a class-based absolute exemption. This means that the legislators when writing the legislation considered that the release of such information under the Freedom of Information Act 2000 would cause harm to the public authority or individual concerned. There is therefore no requirement to carry out a HARM Test in respect of such information. There is also no requirement to carry out a Public Interest Test.
Section 40(2) Personal Information:
Section 40(2) applies to third party personal data and is exempt from disclosure under the Freedom of Information Act 2000 if disclosure, in relation to data subject to law enforcement processing, would breach any of the data protection principles contained within Part 3 - Chapter 2 of the Data Protection Act 2018. Under Section 34 within Chapter 2 “The Controller in relation to personal data is responsible for and must be able to demonstrate, compliance with” Chapter 2. Such information would not be released under the Freedom of Information Act 2000 unless there is a strong public interest. One of the main differences between the Freedom of Information Act 2000 and the Data Protection Act 2018 is that any information released under FOI is released into the public domain, not just the individual requesting the information and disclosure under the Act must be made with that in mind. As such, any release that identifies an individual through releasing their personal data, even third party personal data is exempt.
Personal data is defined under Section 3 of the Data Protection Act 2018 as:
“(2) ‘Personal data’ means any information relating to an identified or identifiable living individual (subject to subsection (14)(c)).
(3) ‘Identifiable living individual’ means a living individual who can be identified, directly or indirectly, in particular by reference to—
(a) An identifier such as a name, an identification number, location data or an online identifier, or
(b) One or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of the individual.”
All members of the public including those employed by the force have an intrinsic right to privacy and these rights are protected by virtue of the Human Rights Act, the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) and a public authority must not interfere with that right. Any release of the information subject to the exemption is likely to compromise those rights.
Data Protection Act 2018
Part 3 – Law Enforcement – Chapter 2 Principles Section 35
The first data protection principle:
“(1) The first data protection principle is that the processing of personal data for any of the law enforcement purposes must be lawful and fair.”
General Data Protection Regulation
Article 5 of the GDPR – ‘Principles relating to processing of personal data’ provides:
“1. ‘Personal data’ shall be
(a) Processed lawfully, fairly and in a transparent manner in relation to the data subject (‘lawfulness, fairness and transparency);
(b) Collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes; further processing for archiving purposes in the public interest…
2. The controller shall be responsible for, and be able to demonstrate compliance with, paragraph 1 (‘accountability’).”
Dyfed-Powys Police would not want to disclose any information that could potentially identify an individual. In this particular case, to release the age, gender sexuality, ethnicity and disability status of personnel employed in a specific and relatively small Department, including the numbers of personnel split by rank/grade could lead to the identification of those individuals and to release such information would be a direct breach of Data Protection legislation. Therefore as a consequence I am satisfied that Section 40(2) Personal Information exemption is applicable to the release of the information.
The Section 40 exemption is a class-based exemption. This means that the legislators when writing the legislation considered that the release of such information under the Freedom of Information Act 2000 would cause harm to the public authority or individual concerned. There is therefore no requirement to carry out a HARM Test in respect of such information.
The Section 40 exemption is in part qualified and in part absolute, in the present case it would be absolute as to release the information would breach Data Protection legislation and therefore there is no requirement to carry out a public interest test.
Response 10:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
a. L&DS partakes in many working groups where the topic features on the agenda. Future training plans are discussed in the training prioritisation group meetings. We are also in regular contact with the College of Policing.
i. The FCC have recently started to deliver a practical CSI-style course to our teams. This is to deliver the NPC Introduction to Investigations which is a required element for all FCC Operators under the Contact Management NPC. This training uses practical group work to get the teams to enhance their investigative skills through a scenario-based exercise. Our colleagues from Forensics and CID also assisted with this training. It is very interactive and has already received very high praise from attendees.
Within police officers and PCSOs initial training, we conduct interim and final course reviews using an independent team. The report is submitted to the head of department and business area for review.
In those feedback sessions, officers discuss various topics relating to the course. In previous reviews they have highlighted good practices such the delivery of the vulnerability training, highlighted and named great trainers and guest speakers and provided developmental feedback on ways to improve the course such as an increase in practical/consolidation days.
L&DS also uses anonymous post course questionnaires for honest feedback from participants to improve training events.
ii. Within the FCC , they have an effective QA process, which has led to several reflective practice sessions where the teams discuss elements that have been picked up during QAs and clarify any uncertainties. For example, with the introduction of RCRP saw two reflective training days following the initial go live. A similar process has been followed with a range of topics including Fraud, Domestic Abuse and ASB.
L&DS delivered an online training event using a handheld mobile data terminal. This delivery had many challenges and consequently, we are trailing the use of laptops on response policing.
b. The FCC are reviewing the length of their probation period. They have introduced an enhanced practical style of training with the use of both Contact Handling and Dispatchers which so far is having an encouraging result.
We are trialling the use of laptops within response policing. Should this pilot prove successful, and laptops are rolled out to response teams, this would allow training to be delivered online, which is vastly beneficial to the organisation.
It should be noted that as a result of the systems adopted by Dyfed-Powys Police in relation to the recording of such information that the information released may or may not be accurate.
(This is a response under the Freedom of Information Act 2000 and disclosed on 12/12/2025)
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