Recurring issues: a lack of communication, coordination and compassion
A recurring theme across all the locations used in the aftermath of the disaster was an adherence to process rather than a focus on compassion and care. With a lack of overall command and coordination by police, individuals defaulted to procedure and were often overwhelmed by what they were dealing with. While the evidence shows officers taking control of specific aspects of the process—for example, D Ch Supt Addis taking control in the gymnasium and, later in the night, Supt Sleath seeking to coordinate reception facilities for the families—Operation Resolve has found no evidence of any senior leader within SYP taking strategic command of the response.
This was the same overarching issue that affected the emergency response at the ground.
Many individuals at each site tried hard to perform essential tasks such as recording missing persons, providing family reception and ensuring accurate identification. There were large numbers of volunteers from local authorities, support groups and churches of different denominations, who offered practical and emotional support, as did some local residents. Many police officers involved in the disaster response did their best to establish information, organise processes and conduct essential tasks with compassion and sensitivity. However, they were hampered in these efforts by the lack of overall coordination.
It would have been challenging for any organisation to respond to a disaster of this scale, and the initial response to any substantial disaster is always chaotic. Nonetheless, as the evening and night progressed, the lack of leadership and poor coordination became increasingly apparent and had several consequences.
The demands and perceived requirements of the Coroner became the key element in the disaster response. The impact on families and people affected by the disaster often took second place to following procedures. Dr Popper’s instructions were not questioned or challenged, even where a more flexible approach around issues such as viewing the photographs or using earlier identification statements could have reduced distress for the families.
Different functions and sites operated in silos. There was no effective coordination of the different agencies, especially social services and support agencies. These services provided invaluable practical, emotional and spiritual support, but the lack of wider police coordination meant they were not used as effectively as they might have been.
The lack of clear guidance meant individual officers used their own discretion, sometimes appropriately, sometimes not.
The evidence examined by Operation Resolve clearly shows that the lack of control and coordination contributed to and exacerbated a chaotic response that on too many occasions made an already devastating experience worse for families, friends and those affected by the Hillsborough disaster.
