Victims and customer service Flashcards
What are the key actions a police officer must take to follow up with victims and witnesses?
- Give the vic/wit an event number and victim card
- Initial follow-up within 7 days
- [ongoing follow up] Keep victims informed at least every 28 days during investigation and in lead up to court
- Comply with charter of victims rights
What are the key actions you should take when dealing with a difficult customer?
- Remain calm, polite, professional
- Listen to and acknowledge their inquiry/concern
- Tell them when no further action can be taken and explain why
How should you answer the police station phone?
- Greeting
- Name and rank
- Station
- How can I help you?
What are the key actions you should take when handling a telephone enquiry?
- Provide victims with an event number
- Ensure messages are followed up
- Use interpreter services and the TTY (text telephone) number where appropriate
- Try to resolve the customer’s matter at the first point of contact
What is the legal definition of a victim, and where is this definition found?
Victims Rights and Support Act 2013 s5 defines a victim of crime as:
- a person who suffers harm as a direct result of an act committed by another person in the course of a criminal offence
- if the person dies as a result of the act concerned, their immediate family are also considered victims of crime
For the purposes of this definition ‘harm’ includes:
- actual physical bodily harm
- psychological and psychiatric harm
- the taking, destruction or damage to a person’s property
Where in legislation is the Charter of Victim Rights found, and what are some of the key requirements in the charter?
The charter of victim rights is found at Victims Rights and Support Act 2013 s6
Some important and easy to remember charter requirements (5 of the first 6) are:
1. [RESPECT] victims to be treated with courtesy, compassion, cultural sensitivity, dignity
2. [SUPPORT INFO] victims to be provided at first practical opportunity with information about services and remedies available
4. [INVESTIGATION INFO] victim to be informed of progress of investigation unless disclosure might jeopardise investigation
5. [PROSECUTION INFO] victims to be informed in a timely manner about any charges laid or not laid, time+place of hearings, outcomes of hearings
6. [TRIAL INFO] victims who are witnesses to be informed of trial process and their role as a witness
What are the two main conflict communication strategies used by the NSWPF?
- Goal blockage removal
- identify what the person wants
- find out what is blocking their goal
- determine if you can lawfully and safely remove the blockage
- determine if it is within your authority to remove the blockage - Negotiated solution (if goal blockage not an option)
- explain why the person’s goal cannot be achieved
- Give the person two options for going forward: the ‘easy’ way (i.e. they cooperate and get a lesser or no sanction) and the ‘hard’ way (i.e. they don’t cooperate and get a heavier sanction)
- Police react to the person’s choice
What elements underpin the ‘negotiated solution’ strategy of conflict communication?
- Authoritative posturing
- assertive, not aggressive or passive (i.e. hard on the issue, not on the person)
- upright posture, direct eye contact, act with confidence and control
- clear, firm tone - Persuasive comms
- cognitive empathy; try to understand POI’s point of view and acknowledge this
- negative reinforcement - paint a clear, detailed picture of the unpleasant outcomes that will result if the person fails to cooperate - Situational awareness and officer safety
What are the three types of empathy, and what do they involve?
- Emotional - feeling what other people are feeling (e.g. crying when they cry)
- Cognitive - understanding how another person is feeling and seeing things from their point of view
- Compassionate - feeling the need to help other people who are suffering
2 and 3 are appropriate for a police officer; 1 is not.
