What the damning 111 report said

THE FAILINGS

* Calls are not being responded to on time.
* Some police cars are not logging on or making themselves available for jobs.
* Report warns of further incidents if changes are not made.
* Call centres are not providing an adequate level of service.
* Concern over potential risks to safety of public, police and centre staff.
* Centres understaffed by 21 people.
* Disturbing lack of understanding in police and centres on their purpose.
* The centres' governance is deficient.
* Non-urgent calls to 111 compromise response to emergencies.
* High number of calls "bounced" between centres before being answered.
* Improvements needed to radio dispatch channel management.
* Very little on the job training, supervision and mentoring for staff.
* The way calls are taken needs "significant improvement".
* Evidence of a "blame culture".
* Frustration and low morale of many senior sworn staff and general low morale within centres.

AND HOW TO FIX THEM

* Set up a non-emergency number.
* Appoint a rural liaison officer.
* Set up a national communications board.
* Assess the vulnerabilities of the Northern Communications Centre in a number of scenarios.
* Give staff training in how to manage calls.
* Set up a structured call-taking approach.
* Establish performance coaching and a mentoring system.
* Regularly measure public expectations on police response.
* Deepen working relationships between the communications centres and emergency services.
* Allocate more radio channels to city areas to ease channel loadings.
* Reinstate fully documented debriefings after critical incidents or mishandled situations.