NCJ Number
101267
Date Published
1986
Length
276 pages
Annotation
A system of differential responses to calls for police service can enable a police department to significantly reduce the use of immediate mobile dispatch for nonemergency calls for service and to maintain citizen satisfaction with police service.
Abstract
In October 1980, the National Institute of Justice designed and evaluated a field test of such a system in three cities: Garden Grove, Calif.; Greensboro, N.C.; and Toledo, Ohio. The changed procedures involved new call classification systems and codes, changes in call intake processing, and training and testing. The evaluation study focused on impacts on police practices and citizens and considered the transferability of the program. The field test showed that up to 46.4 percent of all calls could receive responses other than immediate mobile dispatch, without sacrificing citizen satisfaction. The model can be adapted to meet the needs of many types of police departments. The public is generally willing to accept alternatives to immediate dispatch of a patrol unit for nonemergency calls. Civilian call takers and dispatchers have more advantages than disadvantages. The first step in implementing such a system is to gain the commitment of the police chief. Tables, charts, figures, 87 references, and appendixes presenting study instruments.