Al­berta RCMP finds ef­fi­cien­cies for front­line of­fi­cers through new call man­age­ment ini­tia­tive

The McLeod River Post - - Family, Farm & Garden - Spe­cial to the Post

On Nov.13, Al­berta RCMP Act­ing Com­mand­ing Of­fi­cer, A/ Commr. John Ferguson gave Jus­tice Min­is­ter Kath­leen Gan­ley a tour of Al­berta RCMP’s new Po­lice Re­port­ing and Oc­cur­rence Sys­tem (PROS) Data Cen­tre. The PROS Data Cen­tre, along with the Di­vi­sion’s new Call Back Unit, are the key el­e­ments of the Di­vi­sion’s Call Man­age­ment Ini­tia­tive de­signed to en­able front­line mem­bers to ded­i­cate more time con­duct­ing pa­trols and in­ves­ti­ga­tions and less time be­hind a desk bur­dened by pa­per­work.

Fol­low­ing a po­lice re­sponse, the Data Cen­tre en­ables po­lice of­fi­cers to sim­ply in­put in­for­ma­tion into the RCMP po­lice data­base by phone. PROS Data Cen­tre civil­ian staff will then col­lect the in­for­ma­tion pro­vided by the mem­ber and in­put ap­pro­pri­ately. Prior to this new process, of­fi­cers would have to travel to the de­tach­ment and man­u­ally up­date po­lice files or con­duct data en­try through their mo­bile work­sta­tion in­stead of im­me­di­ately re­turn­ing to their pa­trols or in­ves­ti­ga­tions.

The Call Back Unit re­al­izes ef­fi­cien­cies on the front-end. Staffed by ex­pe­ri­enced RCMP mem­bers, the Call Back Unit process di­verts non-emer­gency calls for ser­vice that are nei­ther time sen­si­tive nor pose a threat to pub­lic safety to the Call Back Unit in­stead of front­line mem­bers. Call Back Unit mem­bers will con­nect with the caller and take it from there. If fur­ther in­ves­ti­ga­tion is re­quired on the ground, the po­lice file will be trans­ferred back to the front­line mem­ber for fol­low-up. As be­fore, Al­berta RCMP will con­tinue to im­me­di­ately re­spond to emer­gency calls with the high­est pri­or­ity.

Al­though the Call Back Unit has only been in ef­fect since Fe­bru­ary and the Data Cen­tre re­mains in its pi­lot phase, both Call Man­age­ment Ini­tia­tives are see­ing pos­i­tive re­sults.

• The Call Back Unit di­verted and an­swered 3,853 calls for ser­vice which would have pre­vi­ously been dis­patched di­rectly to RCMP front­line mem­bers.

• These calls re­al­ized a sav­ings of 9,390 hours rep­re­sent­ing nine Gen­eral Duty Con­sta­ble’s work­load in one year.

• The PROS Data Cen­tre Pi­lot Project has re­duced data en­try for par­tic­i­pat­ing RCMP front­line mem­bers from ap­prox­i­mately 30 min­utes to 3 min­utes and 30 sec­onds, not in­clud­ing travel time.

• Based on 868 po­lice files en­tered since the pi­lot pro­gram launched in June, the PROS Data Cen­tre has saved 375 hours of data en­try time for RCMP front­line mem­bers, not in­clud­ing travel time.

Quick facts:

• In 2017, the Op­er­a­tional Com­mu­ni­ca­tions Cen­tre (OCC) re­ceived al­most 700,000 com­plaints and 911 calls. A sig­nif­i­cant num­ber of those calls were non-emer­gency and did not re­quire po­lice of­fi­cer at­ten­dance.

• Types of calls han­dled by the Call Back Unit may in­clude mi­nor thefts, at­tempted frauds and scams, and re­ports of traf­fic of­fences that are not tak­ing place at the time of the com­plaint.

• The call man­age­ment ini­tia­tives were funded, in part, through the Govern­ment of Al­berta’s $8 mil­lion in­vest­ment to the RCMP an­nounced in March, 2018.

Our Call Man­age­ment Ini­tia­tives show­cases Al­berta RCMP’s com­mit­ment to mod­ern­ize in ev­ery area in or­der to place more of­fi­cers where they be­long. Our mem­bers joined the RCMP to keep Cana­di­ans safe. With this ini­tia­tive, they can fo­cus on just that.

- Act­ing Com­mand­ing Of­fi­cer, A/ Commr. John Ferguson, RCMP “K” Di­vi­sion

As a mem­ber on the front­lines, the PROS Data Cen­tre helps me cut down on pa­per­work and bet­ter re­spond to my com­mu­nity’s needs. I can spend more time lis­ten­ing to lo­cal con­cerns and con­duct­ing self-gen­er­ated in­ves­ti­ga­tions.

- Cst. Lin­don Green, Mor­inville RCMP

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