HPM 10.4 - CITIZEN COMPLAINTS Flashcards
Citizen complaints should be investigated in a ______, _______ and ______ manner.
Thorough
Fair
Impartial
All citizen complaints are classified as either _________, ____________ or ____________
Category I
Category II
Other
Who decides the classification of each complaint? (based upon the most serious allegation made during any stage of the investigation)
Commander
What type of complaints are alleging PHYSICAL contact, excessive force, criminal, racial, sexual or immoral conduct?
Also includes acts of dishonesty and falsification of documents
Category I
What type of complaints are alleging VERBAL misconduct, nonverbal misconduct (not having physical contact)?
Category II
What are the different kinds of OTHER complaints?
DCRF
- Departmental
- Citation Validity
- Rescinded
- Frivolous
What are complaints that are issues brought up to the Dept that are not normally considered citizens complaints for the purpose of investigation and documentation?
Ex: Traffic, off-duty conduct, another agency, vehicle storage / impound
NON-Complaints
What are the 5 complaint findings? (Acronym)
SUUDE
- Sustained (at fault)
- Unintentional Error (honest mistake)
- Undetermined (no finding)
- Departmental (issue is with our policy)
- Exonerated (employee not at fault)
List complaint findings in order of severity (from bad to good)
- Sustained
- Unintentional Error
- Undetermined
- Departmental
- Exonerated
What is the letter called that is sent to the complainant upon conclusion of an investigation notifying them of the findings?
THIS IS REQUIRED FOR ALL CASES
Closing Correspondence
If a complainants allegation is solely against a CHP policy/procedure and NO employee misconduct is alleged, what shall be listed as the employee on the CHP 240?
“Department”
What is the CHP face page form for a Complaint Investigation?
CHP 240
Departmental complaints should be documented as a _______ complaint category.
OTHER complaint category
What type of complaint is totally and completely without merit or just filed to harass an employee?
These include complaints that are questionable or irrational.
Frivolous complaint
What type of complaint originates from a legislator’s office or from office of Governor, usually on behalf of a constituent?
Legislative complaint
Are complaints stemming from an employee’s off-duty actions accepted as a citizen’s complaint?
Normally, no.
What is a complaint in which the complainant, after having initiated the complaint process, specifically requests to withdraw all of the allegations?
Rescinded complaint
This is a type of OTHER complaint
Are vehicle storage / impound complaints, which challenges the validity of the storage/impound and not related to employee misconduct, accepted as citizens’ complaints?
No.
What is the face page to a complaint investigation package?
CHP 240 - Complaint Investigation
This will be completed for all Cat I, Cat II and Other complaints.
What is the form used as the Complaint Control Log? Helps track the complaint. Used to initially document receipt of the complaint.
CHP 240 A
What form is intended to be the primary instrument for citizens to file complaints against uniformed officers while also informing complainants about the complaint process?
This form contains statement, required by Penal Code, that tells them of the criminal penalties for filing false complaint.
CHP 240 B
BBBetter be telling the truth!
What form is provided to complainant at the time of their initial contact with the Dept?
CHP 240 B
What is WITNESS LIST form?
CHP 240 C
What is the form used for complaints against NON-UNIFORMED employees?
CHP 240 D
DDDamn Lito!
People that want to complain about a NON-UNIFORMED employee, shall be notified that that can also file the complaint where?
Online
After receiving the complaint, who should be notified?
Document the initial contact where?
A supervisor or command management.
Document on CHP 240
After receiving the complaint and notifying management, what is next step?
Determine if the complaint appears to be a valid citizens’ complaint. Even if frivolous.
(Cat I, Cat II or Other)
All complainants shall be acknowledged by correspondence within ___ business days
Within 5 business days
The complainant shall be requested to return the CHP 240B (uniformed) or CHP 240D (non-uniformed) within _____ business days
Within 10 business days
**Return envelope shall be provided