​Tracking quality of police actions in a victim contact program

Author(s) Slothower, Molly, Lawrence W. Sherman, and Peter Neyroud
Title Tracking quality of police actions in a victim contact program: a case study of training, tracking, and feedback (TTF) in evidence-based policing
Source International Criminal Justice Review; 2015, Vol. 25, No.1, p 98-116
Date 2001
CoverageUnited Kingdom
Document type Journal article
Summary This study presents a case study of police interaction with victims, using data from participants in Turning Point, a diversion program operating in Birmingham in the United Kingdom. It was found in the first phase of the study that an unintended consequence of Turning Point was dissatisfied victims. Following this result a new policy was developed for victim communication with the key features of this policy development identified as the inclusion of victim input on Turning Point conditions; the offer of restorative justice conferences; and the use of a script to control the police officer's message. The strategy of training, tracking and feedback is outlined in detail in the article. The study demonstrated that high quality results could not be achieved through officer discretion alone or training without tracking or tracking without feedback. Instead the results showed improvement where an individual-level process of training, tracking and feedback was employed. The authors suggest that this training-tracking-feedback strategy of implementation can be applied generally to improve the outcome of police services.
Keywords Service delivery; victims; evidence-based policing; diversion; implementation
Topic Service delivery