THE REGIONAL MUNICIPALITY OF YORK
POLICE SERVICES BOARD

REPORT OF THE CHIEF OF POLICE

31 JANUARY 2007

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Re: York Regional Police
Quality Service Standards
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In October 2006, the York Regional Police Audit Unit conducted an audit on our Quality Service Standards to determine the level of compliance and to identify areas for improvement. This audit is one of the steps being taken to ensure York Regional Police is providing the highest quality of service to the community. This report will provide an overview of the Quality Service Standards audit results and recommendations.

York Regional Police currently has seven Quality Service Standards that are intended to improve the level of service we provide to the public.

STANDARD: All correspondence requiring a response is responded to within 15 working days.

The 2006 review conducted in relation to correspondence revealed 100 percent compliance. This is an improvement from 2005 when the compliance was 95 percent. There were no recommendations relating to this standard.

STANDARD: When a person comes to the Front Desk of a District, a member of the Front Desk staff shall address or acknowledge that person, go to the front counter where the person is standing, make eye contact, greet the person in a courteous and professional manner and make reasonable efforts to satisfy any enquiries.

Field tests were conducted in 2006 in relation to front desk reception at each of our five districts and the Community Resource Centre. The feedback from the field testing indicated that front desk staff did provide greetings in a courteous, friendly and professional manner and the majority of front desk staff exceeded this standard in an effort to offer assistance.

STANDARD: All assigned cases shall receive at least one investigative follow-up.

The 2006 review conducted indicated that 33 percent of victims received a follow-up phone call from an investigator and 96 percent of victims were satisfied with the response to their initial report to the police. During the 2005 audit of this standard, 25 percent of victims reported that they received a follow-up phone call from an investigator and 77 percent of victims reported being satisfied with the response to their initial report to the police.

Despite the fact that many of the victims had not received a follow-up phone call, the great majority of respondents indicated that they were extremely satisfied with the manner in which they were dealt with during the initial police response. Only 16 percent of the victims indicated that they expected to receive a follow up phone call.

This recent audit indicates that follow-up calls for property related crimes does not appear to have an effect on overall customer satisfaction and in fact, the majority of customer satisfaction was based solely on the positive contact with the front line officer. The re-introduction of the Victims of Crime Information Pamphlet will further enhance front line contact and provided the members of the public with important information and community contact details.

A recommendation regarding revisions to this standard has been implemented. The standard will now indicate that all assigned district CIB cases classified as a "crime against persons" offence or "break and enter" shall receive at least one investigative contact. Investigative contact shall occur in all cases when a suspect has been identified, arrested or charged, stolen property is recovered or additional information is required to assist with the investigation.

STANDARD: Satisfaction surveys will be conducted for all new paid duty customers and random sampling will take place throughout the year for ongoing customers.

A 2006 review of this standard indicated that satisfaction surveys were sent to all new and ongoing paid duty customers. Of the two hundred and forty surveys sent out, ninety-seven surveys were returned to York Regional Police.

With the formation of the Quality Assurance Bureau all future paid duty satisfaction surveys will be reviewed by this Unit to ensure we are providing the highest quality of service.

STANDARD: All voice mail will activate after no more than four rings, and voice mail shall indicate how a caller can obtain immediate assistance. A caller shall not be transferred more than once and every effort shall be made to satisfy any enquiries.

The 2006 review conducted in relation to telephone enquiries indicates an improvement from the 2005 audit, especially in the area of voicemail. During the random sampling, 83 percent of the telephone extensions answered by voice mail advised the caller who they should call for further assistance. This is up from 76 percent in 2005. Of the remaining extensions called, all were answered in a professional manner within one or two rings.

A recommendation regarding the wording of the standard to indicate calls should not be transferred more than one time after the initial transfer from the switchboard/automated attendant is in the process of being implemented. A further revision to the standard regarding the frequency of checking voicemail and responding to messages has been made. The Quality Assurance Bureau is working on developing a directive that provides direction to members on a voice mail process that will ensure a caller can obtain immediate assistance.

STANDARD: Quality Service Standards shall be posted on the York Regional Police website. All members shall receive training in relation to Quality Service Standards during annual requalification. A Quality Service Standards Pamphlet/Guide will be given to all members and made available to the public.

The 2006 review conducted in relation to training and awareness revealed that the Quality Service Standards are posted on the York Regional Police website which is available to the public. They are also accessible to all members of the York Regional Police on the YRPNet. Training in relation to the Quality Service Standards occurred during Supervisor Workshops and is also scheduled as part of the 2007 Annual Requalification Training. The development of a Quality Service Standards pamphlet/guide is currently in progress.

STANDARD: When an officer takes a report from a victim, they shall fill out a YRP384 Victims of Crime Information Pamphlet and explain the contents of the pamphlet to the victim.

The 2006 review conducted in relation to the Victims of Crime Information Pamphlet indicated that 15 percent of those surveyed had received the pamphlet. This number is low because no additional copies of the pamphlets were produced in 2006 as this pamphlet is being revised. The new pamphlet will be available in March 2007 and we will be expanding its use to the Community Resource Centre as well as making it available online.

Our Community Services Bureau is in the initial stages of developing a York Regional Police Crime Prevention Information guide similar in nature to the Region of York's Emergency Preparedness guide, that will encompass a variety of crime prevention information to assist victims of crime. This package will be available in hard copy, electronic or disc format.

Additional Quality Service Standards are in the process of being implemented in the following three areas:

STANDARD: Criminal Background Check applications will be processed and completed within one hour.

STANDARD: Any person filing an online report will be contacted via email or telephone by the next business day.

STANDARD: Vulnerable Sector Screening applications that require contact with an external Police Service will be processed within five business days of York Regional Police receiving a response. Those applications requiring a York Regional Police database search only will be processed within five business days.

The implementation of all identified audit related recommendations will include training and revisions to Command Directives. With the recent creation of the Quality Assurance Bureau, an even greater emphasis will be placed on customer service.