LUMSDEN, K. and BLACK, A., 2017. Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England. British Journal of Criminology, in press, DOI:10.1093/bjc/azx045
This article discusses the changing role of policing in an era of austerity from the perspective of frontline civilian police staff (call handlers and dispatchers) in a force control room (FCR). It draws on a symbolic interactionist framework and the concept of emotional labour (Hochschild 1979; 1983) in order to explore the emotional responses and strategies engaged in by staff when responding to 101 non-emergency calls and 999 emergency calls. The clash of public and police expectations, and the emotional labour expended when managing this clash, provide a valuable insight into the frontline staff perspective on the changing role of the police under austerity. Data is drawn from ethnographic fieldwork in the control room of a police force in England.
Closed access until 24 months after publication.
The study was funded via a College of Policing / HEFCE Policing Knowledge Fund (Grant No. J04).