Quiz

Which of the following is NOT an operating principle of an effective citizen complaint system:(1) Openness(2) Efficiency(3) Integrity(4) Accountability

Citizen Complaints

Citizen complaints are a key mechanism for police accountability. They must be accepted, properly investigated, and sanctions must be meted out if misconduct is discovered. If it is not, citizens will at least have their voice heard.

Complaint System Standards

(1) Openness: citizens are informed of the process and all complaints are received

(2) Integrity: thorough and unbiased investigations

(3) Accountability: complaint process is subject to review to ensure proper operation

History of Complaint Systems

Historical resistance by administrators to citizen complaints

Lack of standards:No standards written for complaint

procedures: intake, recording, classification, etc.

No standards for administrative issues (size of investigative staff, etc)

New Paradigm

Citizen complaints are valuable management information:Complaints can be indicators of performanceComplaints can be included in a departments

EI system

The Complaint Process

(1) Intake(2) Investigation(3) Adjudication

Related: Management & Staffing

Intake

Publicizing the complaint process: how, where, when; in multiple languages

Responsibilities of officers: must inform citizens in a polite manner, provide complaint forms where necessary, etc.

Multiple filing methods: paper, electronic, by phone (hotline)

Anonymous complaints: makes sense to take them if they are examined as management info, and not simply a vehicle for determining guilt/innocence

Investigation

Intake, screening, classification: all complaints need to be accepted, but must then be screened against established criteria. Complaints can then also be classified according to seriousness.

Withdrawn complaints: can be a measure of the ability of the complaint process, but people drop complaints for a variety of reasons

Officer and departmental cooperationEnsuring fair and thorough investigations: locating

witnesses and evidence (e.g. medical records), avoiding conflicts of interest, etc.

Issue of collateral misconduct

Adjudication

Should be separate from investigation (no deadlines)

Disposition Standards: unfounded, not sustained, sustained, exonerated

Proof Standard: preponderance of evidenceFeedback to the citizen(s) and to the

officer(s)

Management/Staffing Issues

Often underfunded and understaffed, even though no standards exist on this issue; employees are often underqualified and are provided no guidelines.

Ensuring timely investigationsPerformance issues: how does a PD know

their complaint system is performing well?