Trent Ruble's Blog: The Other Way It Is - Posts Tagged "community-policing"

After 30 years of working in law enforcement, I've found that the way I do my job has changed, with much more emphasis on people and their problems than on their compliance with the law. This change in thinking occurred as I gradually came to realize that the primary difference between the people I investigate and me is that their sins have been revealed and mine, for the most part, have not. But, I have them to be sure. With the understanding in mind that we’re all imperfect beings with much in common, police officers should, in addition to enforcing the law when necessary, assist their constituents in negotiating life, even in “non-police related issues" when time allows.

I've found that when we’re conversing with someone who is very similar to us, whether in an investigation or just casual contact, it’s easy to treat them in a respectful manner. And, after years of experience, most officers can even converse respectfully with people who are of a different race or religion, etc... However, it seems that police officers have the most difficulty in relating to those whose primary difference is that they are of the criminal element; our "opponents." Many times we've even escalated situations unnecessarily. There is an “us against them” mindset that must change if we are to serve our community appropriately.

“Law enforcement’s mission is accomplished primarily through one-on-one interaction with citizens in the community. Simply put, the better we are at dealing with people, the better we are at doing our jobs. Excellent policing is only possible through the development of strong, positive relationships with the public—relationships built on good customer service and mutual respect. Every interaction with the public should be grounded in the core law enforcement values of service, courage, respect, fairness, integrity, responsibility, and professionalism. Treating people with respect and dignity is not just good business – It’s the right thing to do.” (policecommunity.net)

Retired Lombard, Illinois police officer Lieutenant Jim Glennon wrote in an article for Police One that “treating people with dignity and respect, regardless of their character, has far-reaching benefits. It’s how you get a confession, how you get information, how you calm the crazies, how you develop rapport, and often, it can even be a factor in thwarting an attack… I want you to bend over backwards for most people. Listen to their complaints; understand their emotions; realize that even if they only had their bike stolen, it’s a major emotional issue for them. So empathize — treat them the way you’d like your mother treated.”

That's how I envision a successful police officer. I may not always be successful, but this is how I strive to do my job. However, I’m not naïve. I understand, just as Lt. Glennon went on to address, that even as we treat people well, we must be prepared to defend ourselves or others should things go badly, as they do from time to time. The secret is in keeping our preparedness from appearing aggressive or superior.

Jeffrey H. Witte, Springdale (Ohio) Police Department, wrote in the magazine The Police Chief that "by collecting and applying in-depth information about customer satisfaction (and dissatisfaction), police agencies can identify and build upon their strengths, and correct their deficiencies, improving the delivery of police service to their various customer groups. Although this process is still relatively new in policing, it has significant benefits not only for the organization, but also for the chief executive… Once customer satisfaction becomes a driving value and is achieved, an executive is likely to be able to draw on powerful community allies to support directions and sustain tenure. Although the focus on customers of police service is primarily an outgrowth of community oriented policing, the idea of customer satisfaction is also tied to the more traditional police mission of law enforcement. Customer satisfaction and crime control objectives are reinforcing concepts, not alternatives. In fact, by effectively fulfilling their basic crime control and law enforcement functions, the police are striving to satisfy three of their most important customer groups: citizens as potential victims of crime, the community as stakeholder, and taxpayers as investors in the police organization.”

Police should develop a good relationship with their constituents through the partnerships described by Officer Witte. In addition to a positive police presence, partnerships provide opportunities, not only for the officers to patrol affected neighborhoods, but also for the citizens to relay important information to the officers and vice versa. Additionally, in order to avoid unnecessary violence, officers must be trained in methods of respectful de-escalation, persuasion (verbal judo) and interpersonal skills along with other aspects of customer service just as they are trained in defensive tactics, firearms, and report writing. It is just as important, especially considering the frequency of our citizen interaction.

Nearly all officers want to do their best to serve their communities and are worthy of your respect and encouragement. But, sometimes, we need to remember who our community includes and change our perspective in order to serve you best.

The police department from which I retired several years ago, just as the one where I work now, performed numerous community services. One was the unlocking of vehicles for owners who'd locked their keys inside. In those days we used a device commonly known as a "slim jim" or "lock jock" in order to gain access to the vehicles. This was a task we performed frequently so, when I was a new officer, I needed to learn how to use it.



I won't reveal the exact details of how the slim jim is used, but it involves sliding the long thin piece of metal down between the glass and the door to the locking mechanism. Once correctly positioned, a tug or a push, depending on the vehicle, will unlock the door. It isn't difficult, although most modern cars have provisions to prevent someone from doing this.

I was newly hired and riding with Officer Mark Overholser on an afternoon in 1985 when we received a call to unlock someone's car. Upon our arrival, Mark began speaking with the young lady who'd called while I attempted the unlock. In the process, I somehow got the slim jim hooked onto something that I thought was the locking mechanism. I pulled up as hard as I could in order to unlock the car but, instead, the slim jim let loose and came straight up until I'd stabbed my chin with one of the sharp corners. There was blood everywhere! Mark assessed the situation and said, "That's going to need stitches." He then drove me to the hospital while I held one of his old t-shirts on the wound. Who knows where that had been.

Once at the hospital I was welcomed by Dr. Peare and the Emergency Room staff. The doctor quickly sewed me up saying, "I've never put stitches into someone wearing a gun!" I'm sure the doctor did a wonderful job but, even so, I still have a small scar on my chin all these years later.

I thought the ordeal was over but it had only just begun. Upon my arrival to work the next day I received a lot of encouragement and support from my co-workers, such as the foam rubber slim jim I found tacked to the bulletin board under a note saying, "Rookie Unlocking Tool." And, when I'd receive another call to unlock a car, I would hear comments on the radio such as, "Do you need an ambulance to stand by?" or, upon finishing, "Any injuries?" I knew it was all in fun because, even though these guys were quick to make fun of me, they were just as quick to come to my aid in the many battles we would fight in the years to come. In fact, it was sad to see them go as they retired one by one. I learned a lot from those guys.