CPNZ, in conjunction with NZ Police Emergency Communications Centres (ECC), is excited to inform you we are rolling out a new nationwide log-on service. NZ Police has ECCs in various locations around NZ and combined, they receive approximately 60,000 calls per week (that’s over 3 Million calls per year).
Many CPNZ patrols still log on by calling the ECC and waiting in the ‘general queue’, with no prioritisation. Waiting times can be up to 45mins.
It is important for CPNZ patrols to understand that when a patrol phones in to log on, your call goes to the Police Emergency Communications Centres (ECC) and your call is being answered by a person who is also responsible for taking Police 111 calls. It is essential these call handlers are available to answer all emergency calls and at peak times, Police Comm’s can experience unprecedented demand.
To alleviate the frustration experienced by many CPNZ patrols, ECC has been working on a solution to allow our patrols to ‘bypass’ their main phone lines and expedite a patrol’s wait time to log on/log off. A small pilot has also concluded last month in the Tasman District, enabling selected patrol participants to log on by email and receive their Event Number from Comm’s, prior to their shift commencing.
All Emergency Call Centre staff around the country have received training on the new process.
As with any new process, we need to allow for potential teething problems. For this reason, provisions are still in place to enable patrols to continue phoning directly to Comm’s on 0800 780 102, or via your existing method. (Note: you will join the general queue, with no prioritisation). As this service has been developed specifically for CPNZ, we may review (and/or enhance) this service and may seek your feedback where necessary.
Should a patrol not receive an email response from ECC within 15 mins of starting a shift, we recommend calling Comm’s directly on 0800 780 102.
Email Log On / Log Off procedure
The new procedure involves the use of a standardised email (template) which will be sent to ECC in advance (typically at least 1 hour prior to a patrol’s shift). At this stage, ECC is relying on email data to be received in a specific format. This may be reviewed moving forward. The email address is CPNZECC@police.govt.nz. Note: This message presents to a 111 call handler as an electronic call and will not get lost in an email mailbox somewhere.
Email Subject Headings (Logging On/Off)
Please familiarise yourselves with the following email Subject Headings:
When logging ON: CPNZ – Log On
To make changes: CPNZ – Amendment * [include Event Number]
When logging OFF: CPNZ – Logging Off Now * [include Event Number]
* Remember to change the subject heading before replying to ECC’s original email.
a) Logging on
ECC will accept the request from any patroller’s email address, i.e. does not have to be from a CPNZ email. Providing the correct format is used to identify your patrol, Police will know it’s legitimate. This email then goes to their dedicated Police phone-based system where an operator will see the patrol’s email as a pop-up alert – this moves you ahead of the phone queue (but not ahead of Emergency calls, which have greater priority). The next available ECC Operator will then respond accordingly and reply back with your Event Number. Return times will vary. However, the pilot identified satisfactory results.
Notes:
- See below for the template, and how to set up the template for easy use.
- The Patrol template is only required for the initial log-on. After which, you will then correspond with ECC via return email.
- DO NOT engage in an email conversation with ECC. This option is for logging on and off only. Any other communication with the ECC is to be carried out via by phone or radio.
CPNZECC@police.govt.nz – This email is confidential and only for authorised CPNZ members.
b) Amendments during a shift
Should there be a change in your circumstances (or a need to make corrections), you can update ECC:
- Reply to ECC’s Event Number email.
- Change the Subject Heading to: CPNZ – Amendment [include the Event Number].
- Explain the change or correction in the body of your email.
ECC will reply via an acknowledgement email.
c) Logging Off
When you are ready to log off:
- Reply to ECC’s original Event Number email
- Change the Subject Heading to: CPNZ – Logging Off Now [include the Event Number]
No further action is required.
How to create your Patrol’s unique Log On template (using Gmail):
- Click the “Settings” wheel, then click “See all settings”
- On the top row, click the “Advanced” tab
- Under Templates, tick the ENABLE option
- Then click on the “Save Changes” tab
- Compose a new email (blank email, no signatures)
- Copy/paste the table below into the body of your email
- Complete the fields specific to your patrol (e.g. Patrol Name, Police Station, Call Sign, Primary Phone Number, Vehicle details etc). This will eliminate the need to fill in these fields each time.
- Save the template as: CPNZ Log On (for future use)
When you are ready to send your “Log On” email to ECC:
- Compose a new email
- Click the “More Options” tab (3 vertical dots) on the bottom toolbar.
- Select “Templates”, then insert your “Log On” template.
- In theory, the only fields you should need to add new data to prior to each shift are: Date, Start Time, Finish Time, Patroller names, secondary phone number etc)
TEMPLATE
Date:
Start Time (24 hr clock):
Finish Time (24 hr clock):
Police Station Base:
CP Call Sign:
Name of Patrol:
Mobile # 1:
Mobile # 2:
Patroller 1 Name:
Patroller 2 Name:
Patroller 3 Name:
Patroller 4 Name:
Patrol Method (vehicle or on foot):
Note: If doing a Foot Patrol only, delete vehicle details below
Vehicle Registration:
Vehicle Make & Model:
Vehicle Colour:
Livery or Signage? Y/N:
Do you have a Police Radio? Y/N:
Any other Info? [Officer Safety Alarm (OSA) etc]:
For any further enquiries on this subject, please contact the CPNZ National Administration on the following phone numbers:
Wellington Head Office: 04 817 0228 (will forward to mobile after hours); or Mobile: 027 293 2877
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