MODULE #1

Question 0

Why is it important to know your clients?

x6

Answer 0

1. To ensure that their interests are taken into account in how you deliver your service.
2. Meet their needs, demands and expectations in terms of service delivery (defining problems, establishing priorities, deployment of personnel, assessing in meeting standards)
3. Dissipate potentially violent situations
4. Resolve community problems related to safe communities
5. Generate workable and sustainable preventive action
6. Mobilize the community to assist in achieving safe homes and safe streets.

Question 1

The people with whom police interact in the delivery of their service and the people who that service is delivered.

Answer 1

Client

Question 2

What are the two types of clients?

Answer 2

Indirect and direct

Question 3

The type of clients you interact with at various points in your service delivery or investigations.

Answer 3

Direct clients

Question 4

The type of clients not directly involved in an incident or its investigations but who have an interest in its outcome. They include taxpayers, the public, Interest groups, govt agencies, family members etc.

Answer 4

Indirect clients

Question 5

What are 6 expectations of our clients?

Answer 5

1. Call for assistance
2. Call to an incident In progress
3. Call to an incident after-the-fact
4. Interaction with a suspect/prisoner
5. Testimony in court
6. Community group call for assistance

Question 6

What is the importance of acquiring and analyzing information?

Answer 6

Information is essential to police work, to the apprehension of suspects, to the fair resolution of incidents through the Justice system or alternative means.

Question 7

What are some sources of information?

Answer 7

Clients, partners, colleagues, and libraries, resource centres, information systems

Question 8

Based on information acquired from various sources.

Answer 8

Risk assessment

Question 9

Anyone within the organization, other than govt departments or agencies, or the community who can assist you to provide better quality service and more timely service.

Answer 9

Partnerships

Question 10

What are four reasons it is important to establish and maintain partnerships?

Answer 10

1. Develop trust to ensure that partners are available as required.
2. Ensure that you are aware of the potential partners that do exist so that the best available information or assistance is available to clients as soon as possible.
3. Ensure that their are contingency plans in place so that when assistance is required, it is immediately available
4. Ensure that the clients receive assistance and follow-up through volunteers when you have other priorities to attend to.

Question 11

What are some types of partners within and outside of the RCMP?

Answer 11

Doctors, psychiatrists, social workers, psychologists, scientists, lab technicians, dog specialists, firemen, clergy, colleagues with experience in a particular area, cultural groups, half way houses, organizations supporting battered women, victims, volunteers, informants

Question 12

For every call for assistance or intervention, police have available to them four major types of response strategies:

Answer 12

1. Service
2. Protection
3. Enforcement
4. Prevention

Question 13

Assisting the public and referring them to available partners

Answer 13

Service

Question 14

Protecting the public, victims, and those affected by their victimization, in partnership with community agencies and experts.

Answer 14

Protection

Question 15

In some cases, it is in the public’s best interest, in the pursuit of justice objectives, to enforce the law by laying charges and proceeding through the judicial system.

Answer 15

Enforcement

Question 16

You may judge that enforcement is not in the best interest of those concerned and opt not to proceed through the judicial system

Answer 16

Discretion

Question 17

Preventing incidents (offences, accidents or problems from occurring or escalating through intervention, proactive problem solving and education.

Answer 17

Prevention

Question 18

In a given situation, what are three questions you must continuously ask?

Answer 18

1. What is my primary responsibility?
2. What course of action would be in the public’s best interest?
3. What clients should get priority at various stages of an incident?

Question 19

The evaluation of the effectiveness of the service provided in partnership with our clients. The determination of what worked and what did not work, with a view on improving future service. Developing problem solving strategies to address any factors.

Answer 19

Assessment

Question 20

What are three important reasons for Assessment?

Answer 20

1. Continuous improvement of service delivery
2. Control of our future
3. Detection of patterns for prevention of similar situations.

Question 21

Within the organization, as regions, divisions, detachments, sections or units, or as individual members, we are also each other’s internal clients. In this respect, how does the RCMP maintain its own accountability?

Answer 21

Through a process known as the Quality Assurance Process.

Question 22

A continuous process of internal quality control by a Unit Commander respecting the degree of compliance with operational, financial, administrative, and program responsibilities. In effect, it is the RCMP’s own internal method of implementing the Assessment segment of CAPRA, Which in turn leads to continuous improvement.

Answer 22

Quality Assurance Process

Question 23

What does CAPRA stand for?

Answer 23

Client
Acquiring & Analyzing information 
Partnerships 
Response
Assessment

Question 24

What is a police service?

Answer 24

A public agency whose primary responsibility is community service to ensure safe homes and communities.

Question 25

What is the relationship between the police and other public services?

Answer 25

Work in partnership to prevent and solve problems to protect the public.

Question 26

How should the effectiveness of police service be measured?

Answer 26

By service standards established by the community.

Question 27

What should policing priorities be?

Answer 27

Reactive responses and proactive problem solving in regard to priorities established in consultation with the public.

Question 28

With respect to calls for service, what measure of success would be most important?

Answer 28

Variable response, depending on need.

Question 29

When should an occurrence be closed?

Answer 29

When an assessment of whether proactive measures are possible to address the root causes of the problem has been completed and, if appropriate, further action is planned and documented.

Question 30

What is the role of management?

Answer 30

Exemplifying the Mission, Vision & Values of the RCMP and within that mission, empowering front line officers to problem solve creatively and responsibly in partnership with communities.

Question 31

To what extent should the police interact with the public?

Answer 31

the police and the community should be connected. There should be ongoing interaction, though avoiding conflict of interest.

Question 32

Is the delivery of police service more effective if done by specialists or generalists?

Answer 32

In an age of diversity and community policing, generalists with strong knowledge skills, supported by specialists, are the most cost-effective human resource approach to policing.

Question 33

How can technology be used to provide quality service to communities?

Answer 33

To assist in quality reactive and proactive service to communities, encouraging face to face interactions to ensure we take into account the continually changing needs and expectations of clients.

Question 34

RCMP Mission statement

Answer 34

The Royal Canadian Mounted Police is Canada’s National Police Service. Proud of our traditions and confident in meeting future challenges, we commit to preserve the peace, uphold the law and provide quality service in partnership with our communities.

Question 35

RCMP Vision

x6

Answer 35

1. Be a progressive, proactive and innovative organization.
2. Provide the highest quality of service through dynamic leadership, education and technology in partnership with the diverse communities we serve.
3. Be accountable and efficient through shared decision making.
4. Ensure a healthy work environment that encourages team building, open communication and mutual respect.
5. Promote safe communities.
6. Demonstrate leadership in the pursuit of excellence.

Question 36

What are the six values of the RCMP?

Answer 36

Honesty
Integrity
Professionalism
Compassion
Accountability
Respect

Question 37

What are the 5 steps in problem identification in partnership?

Answer 37

1. Identify whether there is a problem.
2. Briefly define the problem:
   - sort relevant from irrelevant info and identify ambiguities
   - sort the symptoms of problems into categories
   - suggest causal factors based on experience, precedent
   - specify info that is lacking
   - identify appropriate sources of information
3. If there is more than one problem, establish links and set priorities among problems.
4. Determine whether further analysis is required.
5. Develop a plan of action and assign responsibilities if working in a partnership.

Question 38

What are 6 steps in acquiring and analyzing information?

Answer 38

1. Gather additional info about clients, situations, physical settings, social contexts, sequence of events, responses, etc.
   - sort relevant from irrelevant info and identify ambiguities
   - sort the symptoms of problems into categories
   - suggest causal factors based on experience, precedent
   - specify info that is lacking
   - identify appropriate sources of information
2. Note barriers to resolving the problems (institutional, community)
3. Generate potential solutions/responses and strategies to achieve them.
4. Select specific solutions to deal with the problem.
5. Specify an implementation plan.
6. Establish criteria for assessing the quality/effectiveness of the response.

Question 39

What are 3 steps in assessing the response to ensure continuous improvement?

Answer 39

1. Assess your own performance and encourage feedback from clients in light of evaluation criteria established.
2. Identify links between the current problem and other similar problems with a view to preventing future problems or re-prioritizing existing problems.
3. Establish contingency plans.

Question 40

What is the restorative justice movement based on?

Answer 40

1. A philosophy of healing, reparation, and reintegration and the prevention of future harm.

Question 41

What does restorative justice allow us, With our clients, to do?

Answer 41

1. Explore creative ways to ensure safe homes and communities.
2. Improve access to justice that is both durable and meaningful by increasing options to confront crime in a restorative way.

Question 42

Strategies with respect to Restorative Justice can be both creative and innovative and options include, but are not restricted to:

Answer 42

• community justice forums
• victim/offender mediation
• healing circles
• talking circles
• incorporation of circle sentencing and reintegration circles into the established justice system

Question 43

What are the 9 stages of the Community Justice Forum?

Answer 43

1. Introduction
2. Offender Admission
3. Victim impact
4. Victim supporters
5. Offender supporters
6. Offender response
7. Reparation/agreement
8. Participant interaction (refreshments)
9. Signing agreement

Question 44

A framework for understanding and teaching how the transition from “honest cop” to “compromised officer” can occur.

Answer 44

Continuum of compromise

Question 45

How can the continuum of compromise help officers?

Answer 45

Outlines the path of ethical compromise and can be used to help officers understand and mentally prepare for the ethical dilemmas they will face.

Question 46

How do officers develop a sense of victimization?

Answer 46

When they over-invest and over-identify with their professional role they will develop a sense of singular-identity based on their job and an increased sense of victimization.

Question 47

When officers feel victimized, in their own mind they can rationalize and justify behaviours they may not normally engage in. These type of acts occur when officers rationalize and justify not doing things they are responsible for doing. At this point, officers can feel quite justified in not doing things that, from their perspective, appear to “even the score”. These acts can include selective non-productivity and omitting paperwork etc.

Answer 47

Acts of Omission

Question 48

Instead of just omitting duties and responsibilities, officers commit administrative violations. Breaking small rules, that seem inconsequential or which stand in the way of “real police work”.

Answer 48

Acts of Commission - Administrative

Question 49

Unsuspecting officers can unwittingly travel to the next and final stage of the continuum

Answer 49

Acts of commission - Criminal