HANDLING COMPLAINTS AND REFERRALS - OPERATIONAL GUIDE TO WHITE-COLLAR CRIME ENFORCEMENT - A REPORT OF THE NATIONAL CENTER ON WHITE-COLLAR CRIME

• NCJ Number: 51998
• Author(s): F MUFTIC
• Date Published: 1978
• Length: 27 pages
• Grant Number(s): 77-TA-99-0008
• Sponsoring Agency: US Dept of Justice
• Corporate Author: Battelle Human Affairs Research Ctrs
• Sale Source: National Institute of Justice/
• Publication Type: Program Description (Model)
• Language: English
• Country: United States of America

Annotation

THIS GUIDE EXPLAINS THE USEFULNESS OF A COMPLAINT SYSTEM AS A SUPPORT OF LAW ENFORCEMENT EFFORTS AND IDENTIFIES ELEMENTS ESSENTIAL FOR SUCCESSFUL OPERATION OF A COMPLAINT SYSTEM.

Abstract

SOME STATE AND LOCAL PROSECUTORS HAVE FORMED WHITE COLLAR CRIME/CONSUMER FRAUD UNITS. THE TECHNIQUES USED BY THE OFFICES FOR INVESTIGATION AND PROSECUTION HAVE BEEN SIMILAR, BUT APPROACHES TO HANDLING PUBLIC COMPLAINTS HAVE VARIED. THE RECEIPT AND HANDLING OF CITIZEN COMPLAINTS ARE IMPORTANT ELEMENTS IN THE MANAGEMENT OF A SUCCESSFUL WHITE COLLAR CRIME ENFORCEMENT EFFORT BECAUSE THEY CAN BE A SOURCE OF DETECTION AND CAN HELP IN DEVELOPING PLANS OF OPERATION. COMPLAINTS ALSO PROVIDE METHODS FOR IDENTIFYING EVIDENCE OF SIMILAR ACTS, WHICH IS AN IMPORTANT ASPECT OF PROVING THAT CRIMINAL ACTS WERE CLEARLY INTENDED RATHER THAN AN INADVERTENT OCCURRENCE. THE BASIC QUESTION OF WHETHER OR NOT TO HANDLE COMPLAINTS CAN BE ANSWERED BY CONSIDERING THE FOLLOWING USES OF A COMPLAINT HANDLING SYSTEM: TO AID PROSECUTION; TO GATHER INTELLIGENCE TO IDENTIFY SIMILAR VICTIMS; TO PREVENT VICTIMIZATION; TO ISSUE WARNINGS; AND TO IDENTIFY TARGETS FOR UNDERCOVER OPERATIONS. 'IN-HOUSE' COMPLAINT HANDLING SYSTEMS ARE RECOMMENDED FOR A MOST EFFICIENT AND EFFECTIVE OPERATION. THE FOLLOWING CHARACTERISTICS ARE CONSIDERED ESSENTIAL FOR A SUCCESSFUL COMPLAINT SYSTEM: SPEEDY RESPONSE; ACCESSIBILITY TO THE PUBLIC; ACCURATE RECORD KEEPING; CONTINUOUS SUPERVISION AND MONITORING; ADEQUATE ATTORNEY CONTROL; ESTABLISHMENT OF PRIORITIES BASED ON GENERATED INFORMATION; AND PROVISION FOR EVALUATION DATA. COMPUTERIZATION IS SUPPORTED AS A KEY MANAGEMENT TOOL TO KEEP STANDARDS HIGH AND TO MAINTAIN A SATISFACTORY WORK FLOW. ECONOMIC NECCESSITY AND THE DEMAND FOR COMPETENCY AND SUPERVISION SUGGEST THE USE OF PARALEGALS AND INTERNS IN THIS TYPE OF PROGRAM. THE COMPLAINT FLOW MECHANISMS OF THE METROPOLITAN DENVER, COLO., COMPLAINT HANDLING SYSTEM WHICH IS CONSIDERED TO BE A SUCCESSFUL OPERATION IS REVIEWED. ALTHOUGH A COMPLAINT SYSTEM IS CONSIDERED TO BE A MAJOR PROJECT REQUIRING TIME, EFFORT, AND FUNDING, IT IS A VALUABLE ASSET TO WHITE COLLAR CRIME/CONSUMER FRAUD OFFICES IN MEETING PUBLIC NEEDS AND DEMANDS. AN APPENDIX ILLUSTRATING A CASE FLOW CHART IS PROVIDED.