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

2. 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.

3. 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

4. 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)

5. New Paradigm Citizen complaints are valuable management information: Complaints can be indicators of performance Complaints can be included in a departments EI system

6. The Complaint Process (1) Intake (2) Investigation (3) Adjudication Related: Management & Staffing

7. 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

8. 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 Withdrawn complaints: can be a measure of the ability of the complaint process, but people drop complaints for a variety of reasons Officer and departmental cooperation Ensuring fair and thorough investigations: locating witnesses and evidence (e.g. medical records), avoiding conflicts of interest, etc. Issue of collateral misconduct

9. Adjudication Should be separate from investigation (no deadlines) Disposition Standards: unfounded, not sustained, sustained, exonerated Proof Standard: preponderance of evidence Feedback to the citizen(s) and to the officer(s)

10. 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 investigations Performance issues: how does a PD know their complaint system is performing well?