331.00, Service Improvement Opportunities
1st Universal Review: 5/25/17-6/24/17
- Directive 330,00, Internal Affairs, Complaint Investigation Process
- Directive 332.00, Administrative Investigations
- Service Improvement Opportunity Log
- Service Improvement Opportunity: A formal, non-disciplinary process where a supervisor evaluates and debriefs a complaint alleging a minor rule violation or raises a quality of service issue.
1. A complaint received from a community member regarding allegations of poor quality of service or minor rules violations which, if sustained, would not result in discipline may be handled as a Service Improvement Opportunity.
2. The goal of the Service Improvement Opportunity process is to improve service delivery by addressing community member concerns and perceptions with the subject member(s) in a way that satisfies the complainant.
3. Service Improvement Opportunities are considered non-disciplinary in nature and, therefore, are not placed in a member’s personnel file.
1. Receipt of Complaint:
1.1. The Portland City Auditor’s Independent Police Review Division (IPR), Internal Affairs, or any Responsibility Unit may receive service improvement complaints from community members.
2. Professional Standards Division Captain Responsibilities:
2.1. Upon receipt of a complaint meeting the Service Improvement Opportunity (SIO) criteria, the Professional Standards Division Captain or designee will assign the SIO to the subject member’s Responsibility Unit for resolution.
2.2. Upon receipt of the completed SIO Resolution Memorandum from the Responsibility Unit, the Professional Standards Division Captain or designee will review and either:
2.2.1. Return the case to the Responsibility Unit for any additional information or action needed.
2.2.2. Approve the memorandum and forward the case to IPR with a recommendation to approve the resolution as an SIO. Upon final case approval from IPR, close the Internal Affairs case file.
2.2.3. Forward the case to IPR with a recommendation that IPR dismiss the complaint if it meets the criteria for dismissal listed in Directive 330.00, Internal Affairs, Complaint Investigation Process. Upon final case approval from IPR, close the Internal Affairs case file.
2.3. Maintain case files for all completed SIO cases through the retention period pursuant to Directive 332.00, Administrative Investigations.
3. Responsibility Unit Manager Responsibilities:
3.1. Upon receipt of an SIO, assign the case to a supervisor.
3.2. Review all completed SIO case files and forward them to Internal Affairs once approved.
3.3. Ensure that SIO’s are completed within fourteen (14) days of receipt at the Responsibility Unit.
4. Responsibility Unit Supervisor Responsibilities:
4.1. Identify specific quality of service issues and/or minor rules violations.
4.2. Make a good faith effort to contact the complainant to discuss the complaint. Generally, supervisors should make at least three (3) attempts to contact prior to discussing the complaint with the subject member(s).
4.3. Meet with each subject member:
4.3.1. Discuss the incident and review any available reports,
4.3.2. Explain the community member’s perception of the member’s behavior,
4.3.3. Critique the member’s actions and make suggestions for improvements,
4.3.4. Convey Bureau and Responsibility Unit Manager expectations of compliance with rules and quality of service, and
4.3.5. Discuss alternative approaches for improving service.
4.4. Follow up with complainant and explain the resolution of the complaint.
4.5. Document these discussions, as well as any unsuccessful attempts to contact the complainant, in an SIO Resolution Memorandum.
4.6. If a supervisor, after completing an IPR/Internal Affairs initiated SIO, concludes that the complaint is unfounded or a member has been misidentified, the supervisor will document the conclusion and the reasoning behind it in the SIO Resolution Memorandum.
5. Responsibility Unit Generated Service Improvement Opportunities:
5.1. All Responsibility Unit generated SIO’s from the public shall be documented in a Bureau-approved complaint log. Responsibility Unit Managers will ensure that copies of complaint logs are retained within their respective division for three (3) years. An example of the complaint log can be found on the Bureau’s Intranet.
5.2. A supervisor receiving a complaint meeting the criteria for an SIO will process the complaint in the same manner as an SIO referred by IPR or Internal Affairs. The supervisor will document the complaint resolution in an SIO Resolution Memorandum and forward it, through channels, to the Responsibility Unit Manager for approval. The Responsibility Unit Manager will, upon approval, forward the memorandum to Internal Affairs.
5.3. Complaints to a Responsibility Unit alleging disparate treatment, use of force, criminal conduct, or other serious misconduct will not be handled as an SIO. A supervisor receiving such a complaint shall document it in a memorandum and send the complaint directly to Internal Affairs for submission to IPR for further review and action pursuant to Directive 330.00, Internal Affairs, Complaint Investigation Process.
5.4. The Responsibility Unit Manager may decline to process a precinct generated complaint about a minor rules violation if the member met the Responsibility Unit Manager’s highest expectations for quality and courtesy of service, and the complaint falls into one of the following categories:
5.4.1. The conduct, as alleged by the complainant, was in full compliance with Bureau policy and training,
5.4.2. The complainant is contesting his or her guilt with respect to a citation for a traffic offense,
5.4.3. The complaint is grossly illogical or improbable on its face,
5.4.4. There is no reasonable possibility of identifying the member involved in the complaint, and/or
5.4.5. The complaint was previously handled, resolved, or adjudicated and the complainant has presented no new information that was not previously considered.
5.5. The supervisor will make a good faith effort to contact the complainant to explain why the conduct or service was proper or why the complaint has been declined. An SIO Resolution Memorandum is not required. The declined complaint does not need to be reported to Internal Affairs or IPR. The declination will be fully documented in the complaint log.
5.6. At a minimum, Internal Affairs will biennially audit precinct service complaint logs, including contacting complainants to ensure that log entries are accurate and complete.
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