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Newport News Police Department - Administrative Manual
ADM-130 - POLICE AND COMMUNITY
INTERACTION
Amends/Supersedes: ADM-130 (05/07/2018) Date of Issue: 01/21/2021
I. GENERAL
The Police Department’s foremost responsibility is to the community. Individual concerns
and problems are not routine to those experiencing them. Whether contacting someone
personally, via telephone, or in writing, Department employees shall strive to treat others
as they would like to be treated. Personnel have a responsibility to: [26.1.1]
A. Treat each individual with:
1. Dignity;
2. Courtesy, tact;
3. Patience and discretion; and
4. A genuine concern for the individual's well-being.
B. Maintain a "customer comes first" philosophy.
1. Engage in respectful, insightful, rather than argumentative, discussion;
2. Do not use abusive language, or gestures.
C. Avoid portraying the appearance of:
1. Preoccupation, or being too busy;
2. Possessing an uncaring attitude;
3. Annoyance or anger.
D. Treat each individual fairly and equally. No prejudice regarding race, sex, religious
preference, political affiliation, national origin, lifestyle or any other personal
characteristic will be displayed. Action of this type shall not be tolerated and will result
in disciplinary action (see ADM-210 Standards of Conduct/Disciplinary Action).
[1.2.9(a)]
II. PROCEDURE
A. Department personnel shall maintain a professional and courteous demeanor at all
times when dealing with citizens and other employees.
B. Telephone Demeanor
Unless actively working in an undercover assignment, or some other similar sensitive
or covert operation, when addressing people on the telephone (either cellular or desk
phones) for either incoming or outgoing calls, the following salutation should be
provided:
1. Identify yourself by department, name, and rank/title (examples: "Newport News
Police Department, Officer J.S. Smith", "Newport News Police Department,
Records Division, Ms. Cynthia Smith"). [22.1.8(c)]
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