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2. Except as already set out, employees will not refuse to give their correct name and
rank/title.
NOTE: This will not be construed to intend employees only identify themselves
when asked.
3. When accepting calls, employees should:
a. Be as helpful as possible in their responses.
b. Refrain from transferring calls.
c. In cases where a call transfer is necessary, ensure the call is transferred to the
proper office.
d. If the area to which the call needs to be transferred is not known, obtain the
name and telephone number of the caller.
e. Find out the necessary information then make the appropriate referral, or call
the person back once the appropriate information has been received.
4. If a citizen request necessitates the dispatch of a patrol unit, Department personnel
will make every effort to obtain the information and transfer the call to the
Communications Division, or to the appropriate precinct or station.
C. Convey compassion for the individual to help lessen their anxiety associated with the
situation.
D. Consider the matter from the citizen’s point of view:
1. Remain objective;
2. Address any problem from a positive viewpoint;
3. Accept the fact that some contacts are going to be viewed negatively by the citizen
no matter what is done, especially when a law has been violated;
4. Each situation must be addressed individually and judged on its own merit by those
reviewing the complaints; and
5. Avoid statements that may be viewed as victim blaming.
E. Responses should always be honest, but tactful:
1. Do not make-up excuses when an expected service cannot be delivered, or a
demand filled.
NOTE: This should not be construed to prohibit explanations of the situation.
2. Make every effort to be positive and reassuring regarding the Department's
commitment to its’ mission.
F. Department personnel shall take time to fully understand the concern or complaint
raised by the citizen before deciding a course of action.
G. Police Department employees should follow through with promises.
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