FAIRFAX COUNTY (VA) - EVALUATION OF TELE-SERV

• NCJ Number: 58375
• Author(s): ANON
• Date Published: 1976
• Length: 23 pages
• Corporate Author: 4100 Chain Bridge Road; Fairfax Cty Office of Research and Statistics
• Sale Source: National Institute of Justice/
• Language: English
• Country: United States of America
• Note: OFFICE OF RESEARCH AND STATISTICS PRODUCTIVITY REPORT

Annotation

THE DEVELOPMENT AND EFFECTIVENESS OF THE TELE-SERV COMPLAINT PROCESSING SYSTEM IN FAIRFAX COUNTY, VA., ARE EVALUATED, PARTICULARLY WITH REGARD TO THE SYSTEM'S ROLE IN IMPROVING THE PRODUCTIVITY OF COUNTY POLICE.

Abstract

THE TELE-SERV SYSTEM, INITIATED BY THE FAIRFAX COUNTY POLICE DEPARTMENT IN AUGUST 1974, IS DESIGNED TO RECEIVE AND RECORD CERTAIN COMPLAINTS VIA TELEPHONE TO ELIMINATE THE NEED FOR DISPATCHING A PATROL OFFICER ON ROUTINE CASES. OPERATING DURING THE TWO BUSIEST SHIFTS, TELE-SERV UTILIZES SWORN POLICE OFFICERS WHO ARE ASSIGNED ON A ROTATION BASIS TO RECORD CITIZEN COMPLAINTS. THE SYSTEM DEPENDS ON THE EXPERIENCE AND DISCRETION OF THESE POLICE OFFICERS TO IDENTIFY CASES NOT REQUIRING THE PRESENCE OF A PATROL OFFICER ON THE SCENE. THE OVERALL GOAL OF TELE-SERV IS TO INCREASE THE PRODUCTIVITY OF PATROL OFFICERS. EVALUATION RESULTS DEMONSTRATE THAT AFTER 1 YEAR OF OPERATION, TELE-SERV FULFILLED ITS INTENDED PURPOSE OF REDUCING THE OVERALL CASELOAD OF FIELD PATROL STAFF. DURING THE FIRST 12 MONTHS, THE SYSTEM HANDLED 10.5 PERCENT OF THE POLICE DEPARTMENT'S TOTAL CASELOAD, OR 13,192 CASES OUT OF 125,054. THE HIGHEST LEVEL OF TELE-SERV PROCESSING OCCURRED FOR CASES OF LOST PROPERTY (55.1 PERCENT), WHILE 50.3 PERCENT OF ALL GRAND LARCENY CASES AND 46.9 PERCENT OF ALL PETIT LARCENY CASES WERE HANDLED BY THE SYSTEM. CITIZEN COOPERATION WAS GOOD, AND NO NEGATIVE FEEDBACK WAS RECEIVED. ALTHOUGH SIX TELE-SERV PERSONNEL REPRESENTED ONLY 2.4 PERCENT OF AVAILABLE PATROL MANPOWER, THEY WERE ABLE TO PROCESS 10.5 PERCENT OF THE DEPARTMENT'S CASELOAD. FURTHERMORE, THE WORKLOAD OF 13,192 CASES PROCESSED BY THE SYSTEM WOULD HAVE REQUIRED 2,528 MORE MAN-HOURS IF HANDLED BY REGULAR PATROL OFFICERS, BASED ON AN AVERAGE TIME PER CASE OF 28.5 MINUTES FOR REGULAR PATROL OFFICER RESPONSE AND 17 MINUTES USING TELE-SERV. THE TIME MADE AVAILABLE BY TELE-SERV FOR PATROL OFFICERS TO UTILIZE IN ADDITIONAL PATROL ACTIVITIES AND TO CONCENTRATE ON MORE SERIOUS CRIMES REPRESENTS NEARLY $16,200 IN COUNTY FUNDS ARE BEING APPLIED MORE PRODUCTIVELY UNDER THE TELE-SERV SYSTEM. SUPPORTING DATA ARE TABULATED. A COMPLAINT CARD FROM A FIELD INVESTIGATION REPORT FORM ARE ATTACHED. (DEP)