Call handlers rehearse the calls that carry the most risk, before they take them for real.
Trainees take whole shifts of realistic calls: 999 and 101 with live dispatch, crisis and support lines, and text and webchat. Callers sound real, come from your own area and react to how they are handled. Supervisors assess readiness on evidence, and your organisation keeps control of its data.
Three things every service tells us.
The riskiest calls arrive without warning
A new handler's first suicidal caller, first overdose, first silent 999 call or first caller who only knows the street is usually live. Role play with colleagues rarely feels like the real thing.
Training quality varies with the trainer
Practice depends on who is available to play the caller, how well they act, and how consistently they push. Every trainee gets a different experience.
Readiness is hard to evidence
Sign-off often rests on observation notes and a feeling. When something goes wrong, the organisation needs to show what training was done and what the trainee could do.
Everything a real shift throws at them.
From a single practice call to a full shift on the 999 lines, a crisis line or a webchat queue. Every caller is fictional, sounds like a real person from your area, and reacts to how they are handled.
A shift, not a single call
Calls queue on several lines, against answer targets. Put a caller on hold to take another, and handle silent 999s, pocket dials, hoaxes and a major incident that floods the lines.
999 with live dispatch
The caller's phone gives a rough area, not an address: trainees search the street they are given and read it back. Then the questions that set the grade, units on real roads, and advice while help travels, including CPR to count along to.
Crisis and support lines
The call sheet fills itself in from what the caller says. Trigger words raise action cards, the checklist keeps safety in view, and the right numbers are there to give.
Text and webchat
Slow replies, typos and one-word answers. Spelling is checked before a message goes, and suggested replies are there when a trainee is stuck.
How the caller feels, and how you sound
A reading of the caller's state through the call, with the moments that changed it, next to the trainee's pace and each time they talked over the caller.
Help that steps back
Step-by-step guidance for new starters, a lighter touch as they grow, and none at all for assessment. Whatever the level, the feedback after each call is in full: what went well, what to work on, and the next call to practise.
One platform. Three modules. Deploy what you need.
Each module stands alone. Together they form a complete rehearsal programme, from a single practice call to a full control room shift, so scenarios, records and trainees carry across as your programme grows.
- A distinct, natural voice for every caller: age, gender and regional accent
- Emotion that follows the call: calm, frightened, angry, low, guarded
- Callers from your own area: local phone numbers, streets, towns and landmarks
- Callers who let your trainee lead: they answer what is asked, not what the handler needs
- Transcription that knows your service's words and local place names; engines that can run entirely on your own servers
DLTS Scenario Simulation
Practice calls with callers who respond to how they are handled.
Product detail- Hundreds of ready-made callers for 999 and 101, crisis lines, Childline-style lines and specialist helplines
- Control room shifts: calls queuing on several lines, hold and answer, silent 999s, pocket dials, hoaxes and major incidents
- Live dispatch for police, ambulance and fire: location first, address search, units on real roads, crews on the radio
- Text and webchat, face-to-face scenes, difficulty levels and complications: a third party, a poor line, limited English
DLTS Full Rehearsal
The complete programme: both modules plus supervision, assessment, wellbeing and authoring.
Product detail- Cohort dashboard, assignments and sign-off with evidence
- Feedback after every call: what was asked and when, how the caller felt, the trainee's pace, and what to practise next
- Wellbeing safeguards: pause, calm room, private check-ins, supervision requests
- Three levels of help, from step-by-step guidance to assessment conditions; a scenario builder with versions and shareable packs
What a rehearsal looks like.
Assign
A supervisor assigns a scenario to a cohort, or a trainee chooses one from the library.
Rehearse
The trainee takes a single call or a whole shift, by voice, video or text. The caller responds to what is said and how it is said.
Review
The write-up is started for them. The review shows how the caller felt, the moments that mattered, and what to practise next.
Sign off
Supervisors see the cohort in one view and sign off readiness on the evidence.
Assessment you can stand behind.
Every practice produces a record: what was said, when safety questions were asked, how the caller responded, and where the trainee did well or missed something. Supervisors sign off against that record, not against a memory of a role play.
- Task checklists specific to each scenario and each service
- Timed safety and risk questions; the grade set against the answers; the advice given
- Shift measures against real targets: 999 calls answered within 10 seconds, abandoned calls, time to location
- Recordings retained for a period you set, then deleted automatically
Governance built in from the start.
DLTS is deployed on infrastructure you control. Training content is fictional by design, and trainees are asked not to bring real people's details into practice. The security overview sets out exactly what each outside service receives. Access is role-based, observation needs the trainee’s consent, wellbeing records are private to the individual, and administrative actions are logged.
Built around the calls your people take.
Police contact centres
101 and 999: the location first, the questions that set the grade, advice while officers travel, and silent calls.
Read moreControl rooms
Police, ambulance and fire control boards: units on real roads, crews on the radio, major incidents that flood the lines.
Read moreCrisis centres
Suicidal callers, overdoses, silent and repeat callers; checklists, action cards and a break after a heavy call.
Read moreHelplines
Text and webchat as well as voice; specialist lines for gambling, addiction, eating disorders, money and more.
Read moreA measured engagement, from discovery to rollout.
[YOUR TYPICAL TIMESCALES AND COMMERCIAL TERMS, IF YOU WISH TO STATE THEM]
Discovery
We learn how your service trains today, which calls matter most, and what your IT and information governance teams need.
Pilot
A defined cohort, your own scenarios alongside ours, and agreed measures of success before anything is rolled out.
Rollout
Deployment on your infrastructure, supervisor training, and scenario authoring support for your training team.
Support
Ongoing support, updates as capability grows, and a named contact who knows your programme.
For training leads, IT and procurement.
Product overview
The modules, capabilities and deployment options, on two pages.
Download the product overview (PDF, 820 KB)Security and data overview
Data handling, access control, retention and AI usage, for information governance teams.
Download the security and data overview (PDF, 48 KB)Sample scenario pack
A short set of scenarios so training leads can judge realism and range.
Download the sample scenario pack (PDF, 60 KB)Book a demonstration with your own scenarios.
A live shift with your own scenarios, the review tools and the supervisor view, followed by a deployment conversation for your IT and information governance teams.