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NCJRS Abstract

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NCJ Number: 201244 Add to Shopping cart Find in a Library
Title: Call Management and Community Policing: A Guidebook for Law Enforcement
Author(s): Tom McEwen; Deborah Spence; Russell Wolff; Julie Wartell; Barbara Webster
Corporate Author: Institute for Law and Justice
United States of America
Date Published: 2003
Page Count: 129
Sponsoring Agency: Institute for Law and Justice
Alexandria, VA 22314
NCJRS Photocopy Services
Rockville, MD 20849-6000
Office of Community Oriented Policing Services (COPS)
Washington, DC 20530
Grant Number: 199-CK-WX-K007
Publication Number: ISBN 1-932582-21-5
Sale Source: NCJRS Photocopy Services
Box 6000
Rockville, MD 20849-6000
United States of America

Office of Community Oriented Policing Services (COPS)
US Dept of Justice
Two Constitutional Square
145 N Street, N.E.
Washington, DC 20530
United States of America
Document: Agency Summary|PDF|Text
Agency Summary: 
Type: Handbook
Format: Document (Online)
Language: English
Country: United States of America
Annotation: This guidebook examines police call management strategies and how they impact community policing practices.
Abstract: The main issues addressed in this guidebook include an examination of how police agencies around the country are managing calls for service, how data received from calls can be better utilized to enhance police response, and how departments can enhance community policing by improving call management strategies. A national survey was undertaken as a first step to preparing the guidebook to gain a clear picture of how departments around the country are handling calls for service, especially in light of proactive community policing goals. Highlights of the survey results are presented at the end of chapter 1, while the appendix contains a report of the survey methodology and a complete analysis of the results. Chapter 2 explores different types of call intake strategies employed by departments, such as 7-digit numbers, 3-1-1 and 9-1-1 numbers, mail-in reports, Internet reports, and walk-in reports. Chapter 3 examines various response strategies, such as delayed response and call stacking, as well as referring or transferring calls to other emergency response agencies. This chapter also examines how calls are managed from the field and how departments make use of volunteers, special teams, and civilian personnel to handle certain types of calls. Examples of innovative call responses are offered as well. Chapter 4 considers policy changes and challenges associated with implementing different types of call intake and response strategies. Underscored in this chapter is the importance of carefully assessing the department’s objectives when selecting a call management strategy. Chapter 5 explores how call data can be better used to enhance community policing services. Types of information captured and analyzed, as well as officer access to data and problem-solving in the field are examined as crucial aspects of enhancing community policing services. Chapter 6 offers a review of the steps police agencies should take when implementing new call management strategies. Additional resources and references regarding call management and community policing are offered in the end of chapter 6. Appendix
Main Term(s): Community policing
Index Term(s): Emergency communications; Police emergency planning; Police management
Note: Downloaded August 19, 2003.
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