The case resulted in the probationer's retaining an attorney who specialized in negligence and in calls from the news media to the chief probation officer. Discussions with the director of probation revealed that the probation agency had no written policy regarding the cancellation of probation warrants and that the jail log lacked crucial information and had not been reviewed by the chief probation officer. The discussion notes that one management responsibility is monitoring processes that ensure results. Therefore, probation offices need to have written policies and procedures to cover the situations that probation officers will encounter. The chief probation officer also needs to verify that probation officers are complying with the process. These systems will enable probation managers to verify performance and track data to make quality improvements. 3 references