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NCJ Number: 68985 Add to Shopping cart Find in a Library
Title: IMPROVING POLICE SERVICES THROUGH TELEPHONE OPERATIONS
Journal: POLICE CHIEF  Volume:47  Issue:7  Dated:(JULY 1980)  Pages:48-52
Author(s): E J SCOTT; S L PERCY
Date Published: 1980
Page Count: 5
Sponsoring Agency: National Institute of Justice/
Rockville, MD 20849
Sale Source: National Institute of Justice/
NCJRS paper reproduction
Box 6000, Dept F
Rockville, MD 20849
United States of America
Language: English
Country: United States of America
Annotation: POLICE OFFICIALS NEED TO RECOGNIZE THE IMPORTANT DIMENSIONS OF POLICE TELEPHONE OPERATIONS WHEN MAKING DECISIONS CONCERNING STAFFING, TRAINING, DEPARTMENTAL POLICIES, AND RESOURCE ALLOCATIONS.
Abstract: THIS LEAA-FUNDED STUDY MONITORED 2,600 POLICE SERVICE CALLS IN 24 POLICE AGENCIES IN 3 LARGE METROPOLITAN AREAS AND FOUND THAT MANY POLICE AGENCIES HAVE LONG NEGLECTED TELEPHONE ANSWERING ACTIVITIES AND OPERATOR TRAINING. OPERATORS HAVE THE FIRST CONTACT WITH CITIZENS AND THIS PRELIMINARY CONTACT CAN INFLUENCE CITIZEN ACTIONS AND DEMEANOR PRIOR TO MEETING THE RESPONDING OFFICER. ALSO, SINCE OPERATORS HANDLE MANY KINDS OF SERVICE REQUESTS THEMSELVES THEY PERFORM A CRUCIAL POLICE FUNCTION. YET THE STUDY FOUND THAT, EITHER BECAUSE OF A NEED FOR EXPEDIENCY, FATIGUE, OR A LACK OF UNDERSTANDING, POLICE COMPLAINT OPERATORS WERE AT TIMES TERSE OR ABRUPT. THE FOLLOWING RECOMMENDATIONS ARE MADE: (1) POLICE TELEPHONE OPERATORS SHOULD RECEIVE FORMAL TRAINING PRIOR TO ASSIGNMENT TO TELEPHONE DUTY; (2) POLICE TELEPHONE OPERATORS AND OTHER COMMUNICATIONS CENTER PERSONNEL SHOULD BE MORE CLOSELY SUPERVISED; (3) DEPARTMENTS SHOULD PROVIDE CITIZENS WITH THE OPPORTUNITY TO PROTEST PERCEIVED POOR TREATMENT BY TELEPHONE OPERATORS; (4) WHENEVER POSSIBLE OPERATORS SHOULD PROVIDE CALLERS WITH RELEVANT INFORMATION ABOUT POLICE RESPONSE; AND (5) POLICE OFFICIALS AND SUPERVISORS SHOULD ENCOURAGE TELEPHONE OPERATORS TO BE COURTEOUS AND POLITE TO CALLERS. FOOTNOTES ARE INCLUDED.
Index Term(s): Citizen grievances; Complaint processing by telephone; Police community relations; Telephone communications
To cite this abstract, use the following link:
http://www.ncjrs.gov/App/publications/abstract.aspx?ID=68985

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