NCJ Number
68985
Journal
Police Chief Volume: 47 Issue: 7 Dated: (JULY 1980) Pages: 48-52
Date Published
1980
Length
5 pages
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.