NCJ Number
47817
Journal
FBI Law Enforcement Bulletin Volume: 47 Issue: 1 Dated: (JANUARY 1978) Pages: 6-10
Date Published
1978
Length
5 pages
Annotation
DEVELOPMENT AND IMPLEMENTATION OF THE FAIRFAX COUNTY, VA., POLICE DEPARTMENT'S SYSTEM FOR HANDLING SELECTED COMPLAINTS BY TELEPHONE ARE DESCRIBED.
Abstract
UNDER THE TELE-SERV PROGRAM, POLICE OFFICERS RECEIVE AND RECORD CERTAIN TYPES OF COMPLAINTS BY TELEPHONE, RATHER THAN DISPATCH PATROL OFFICERS ON LOW PRIORITY CALLS. TELE-SERV WAS ONE OF SEVERAL MEASURES TAKEN BY THE FAIRFAX COUNTY DEPARTMENT TO INCREASE THE PRODUCTIVITY OF POLICE OFFICERS IN THE FIELD. THE PROGRAM'S SPECIFIC OBJECTIVES -- TO REDUCE THE CASELOAD OF PATROL OFFICERS BY 10 PERCENT AND TO PROVIDE ADDITIONAL TIME FOR PATROL OFFICERS TO CONCENTRATE THEIR EFFORTS ON SERIOUS CRIMES -- HAVE BEEN REALIZED. THE TELE-SERV STATION IS STAFFED BY THREE OFFICERS ON DAY AND EVENING SHIFTS. DURING THE INITIAL CONVERSATION WITH THE COMPLAINANT, THE TELE-SERV PROGRAM IS EXPLAINED. IF THE COMPLAINANT WISHES TO SEE AN OFFICER RATHER THAN HANDLE THE MATTER ON THE TELEPHONE, AN OFFICER IS DISPATCHED. DURING ITS FIRST YEAR OF OPERATION, TELE-SERV PROCESSED 13,192 CASES, OR 10.5 PERCENT OF THE DEPARTMENT'S WORKLOAD EXCLUSIVE OF TRAFFIC ACCIDENTS AND WARRANTS. INCLUDED IN THE TELE-SERV CASELOAD WERE 4,954 CASES OF PETTY LARCENY AND 3,893 CASES OF VANDALISM. IT TOOK AN AVERAGE OF 17 MINUTES TO PROCESS A TELE-SERV CASE (COMPARED TO 28.5 MINUTES FOR OFFICERS IN THE FIELD). FACTORS THAT INFLUENCED ACCEPTANCE OF THE TELE-SERV PROGRAM BY THE COMMUNITY ARE DISCUSSED. THE PREPARATION OF OFFICERS TO OPERATE TELE-SERV AND THE OVERALL PLANNING OF THE PROGRAM ARE DESCRIBED. SUPPORTING DATA ARE INCLUDED. (LKM)