Virtual Response Team

Set up in October 2022, the Virtual Response Team (VRT) respond to non-emergency calls using the latest digital technology.

The team is made up of officers and sergeants and help reduce the demand on frontline officers responding to emergency calls while ensuring a consistent and robust response across the service, regardless of the level of crime.

VRT manage lower-level crimes such a criminal damage, neighbourhood disputes and shoplifting. Following the introduction of GoodSAM, VRT officers are able to interact with victims, or those reporting crimes, virtually.

What is GoodSAM?

GoodSAM was initially launched as a tool to alert trained first aiders to nearby cardiac arrest. It has since been expanded to offer video-call options to assist emergency services with their response to urgent and non-urgent situations.

How does Gwent Police use GoodSAM?

We currently use GoodSAM to support the VRT, who are able to carry out video consultations with victims, or those reporting crime and witnesses. These consultants allow officers to establish the circumstances, gather evidence, such as CCTV or video/images from your phone, and take statements.

GoodSAM is also used in our Force Control Contact Centre (FCCC) to help locate missing people. The tool allows colleagues and members of the public to instantly share their location, as well as what they’re seeing at the scene of an incident via the camera on their mobile phone.

How do you access GoodSAM?

GoodSAM is launched by an officer or call-handler sending an SMS text message or email containing a web link. There is no need to download an app but access to the internet, either through mobile data or WiFi is required.

All you need to do is click the link in the text message and allow access to your camera, microphone and location if/when prompted.

Can the Police access information on my phone?

We will have no access to any data on your device during or after use of GoodSAM.

We only see your video feed and location while your web browser is open. Once the consultation or live stream has finished, we will have no ongoing access to your camera or location.

What will happen to the video and where will it be stored?

All live video & audio transmitted through GoodSAM is recorded by us, and it will not store on your device. We will also store any photos or videos that you upload to us from your device. Any media that we store may form part of a criminal investigation. All footage will be dealt with sensitively and redacted where required.

Data protection and security principles apply in relation to all personal data, and we adhere to Management of Police Information (MOPI) rules. You can see further guidance at: Police Information Management.