Oates said the department is implementing new initiatives to provide better customer service. These include
- 12-hour patrol shifts at district 1
- increased patrol staffing
- sector policing
- front desk operations in dist. 1 and 2
- specialized training
- mediation program
- interactive website
For the 12-hour patrol shifts, Oates explained, "This will be a pilot program for one year ... It will be only in district 1 and there will be a nine-month evaluation period.
"There is no dispute ... that a 12-hour tour puts more cops on the street. The issue is whether or not it works," Oates added, pointing to factors like fatigue.
"In order to do this, we are going to change the policing model in district 1 a little bit," Oates said. "For this to work, we have to shift to a sector type policing, where groups of officers patrol a series of beats."
Oates said that going to sectoring would add to the force's capacity to respond to calls.
"It's something we have to watch very carefully," Oates said.
For the changes in front desk operations, Oates said the department was going to try to open up front desk operations at stations in districts 1 and 2.
"Some officers are going to have to be assigned to front desk work," Oates said. "Our goal is to utilize injured and light duty officers whenever possible.
"This is actually attractive to the work force," Oates added, stating that it will help keep officers assigned in one district.
Oates also explained that a centralized watch commander, located at district 2 headquarters, would be provided at one location, 24 hours a day.
For supervisory audits, the goal would be for sergeants to randomly audit the conduct and performance of officers.
"With us logging and tracking that, (we can) see what we learn from it," Oates said.
Oates said the department hopes to specifically assign a car in the district to just take reports.
"The goal is to assign a report car ... to specifically work that effort and to keep in communication and tell the complainant - we will get to you within a specific time," Oates said.
The effort would be coordinated with the Public Safety Communications department.
For the specialized training and mediation program, which are department wide, Oates said the goals would help train and teach officers in new communication methods. The purpose would be to teach officers to help de-escalate tense situations and improve communication between officers and citizens. For the mediation program, Oates pointed to success of a similar program in Denver.
Oates also discussed a substantive upgrading of the APD's website as a customer service tool, which will go before the Public Safety Committee at the end of the month. Oates estimated about 140 new pages available to the public through the website.
"We want to design a way ... to capture information and evaluate every one of these changes," Oates said, citing specific concerns regarding the 12-hour shift concept. "We have to watch that very, very carefully."
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