Call Management and Community Policing: A Guidebook for Law Enforcement

• NCJ Number: 201244
• Author(s): Tom McEwen; Deborah Spence; Russell Wolff; Julie Wartell; Barbara Webster
• Date Published: February 2003
• Length: 129 pages
• Grant Number(s): 199-CK-WX-K007
• Sponsoring Agency: Office of Community Oriented Policing Services (COPS)
• Corporate Author: Institute for Law and Justice
• Sale Source: NCJRS Photocopy Services; Office of Community Oriented Policing Services (COPS)
• Publication Format: Document (Online)
• Publication Type: Handbook
• Language: English
• Country: United States of America
• Note: Downloaded August 19, 2003.

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