Call Management
In 1998, the Police received 173,030 calls for service. In 2007, the Police received 219,634 calls for service. This is a 27% increase from 1998, and a 4.5% decrease in calls for service from 2006, when calls for service numbered 230,065.
Of the total calls in 2007, 65,577 or 30% were from officers in the field, as shown in Figure 8-1. Between 2001 and 2007, the number of calls initiated by officers decreased by 21% from a high of 82,855 in 2001 to 65,577 in 2007; and, in the same period, calls from citizens rose by 2.7%, with 150,065 recorded in 2001 and 154,057 in 2007. Officers in the field now initiate approximately 30% of all calls for service, which is a 13% decrease from 1998 when it was 43%.
The Department has managed its response to requests for service through a call management process. Under this system, the highest priority calls, such as crimes in progress and threats to life are dispatched immediately. If a call for service does not require the presence of an officer, the citizen is referred to the Records Management Section where the details of the offense are taken over the phone. A report is prepared and filed for follow up investigation. In 2005 8,876 calls were handled by the Records Management Section. This was 35% of all calls received. Through effective call management and methods of alternative response (ex.: telephone reporting), the Department has been better able to efficiently allocate its resources.
Nuisance calls, e.g., a barking dog, and other calls that are not criminal in nature will be referred to a newly created “Crime Reporting Unit.” This reduces the calls for service to patrol officers so that they can use their time conducting proactive patrols and problem solving. Telephone reports taken from callers receive the same attention as if an officer had responded to the scene. Citizens will still have the option to request the presence of a patrol officer if one is desired.