NCJ Number
95241
Date Published
1983
Length
172 pages
Annotation
On November 1, 1983, the Greensboro Police Department (North Carolina) implemented an enhanced differential police response (DPR) system to handle all calls for service.
Abstract
The system used 10 classifications into which approximately 270 call types were distributed: 0 - personal injury; 1 - property damage/loss; 2 - investigate; 3 - suspicious activity; 4 - interpersonal conflict; 5 - public nuisance/disorder; 6 - public morals; 7 - traffic; 8 assistance; and 9 - dependent person. Results of a 6-month test of the DPR system indicate the system was successful in improving the overall operation of the Greensboro Police Department. In terms of citizen satisfaction, there were both increases and decreases. Satisfaction improved 2.7 percent with the calltaker's handling of the call; however, satisfaction with response time decreased by 2.1 percent. In the category of delayed calls, the distinction of satisfaction is clearer. Both satisfaction with the calltaker and response time decreased (by 6 percent and 12.8 percent, respectively). Results of the test indicate that a comprehensive system of alternative response techniques can be effectively implemented and provide benefit for both the police department and the citizens served. Eight references and three charts are included. Annexes contain call classification categories and definitions, workload charts, examples of calls by response time, a matrix/users manual, a training dispatch plan, and other related materials.