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

Compared to the largest of American cities, the Indiana city of 17,000 from which I retired as a police detective is quite small. And, even though the police department wasn't and isn't exactly where it should be, we understood customer service. Our officers responded to every call for service and accommodated the victims and other complainants in whatever way was appropriate. However, in some other, usually larger, American cities, this service is missing.

The police administrations and prosecutors in those large cities will tell you, as they've told me, that they don't have the resources to respond to minor calls for service or prosecute minor crimes. Nonetheless, the calls are for service and require a response. The broken laws, especially those which involve personal safety and the protection of property, have been made laws by the leaders we elected. They are important to the people and must be enforced. The necessary resources must somehow be made available. Otherwise we will slide into third world status. We never intended that someone other than the lawmakers we elected make the determination of enforcement. It's a quality of life issue. (Note - This idea should never preclude an officer's discretion as the officers are the ones at the crime scenes and the ones who must testify if necessary.)

Rudy Giuliani

Rudy Giuliani, the former mayor of New York City and one-time United States presidential candidate, adhered to social scientists James Q. Wilson and George L. Kelling's theory about minor crimes known as the "Broken Windows Theory." In this theory, major crimes are reduced in frequency due to the attention given minor crimes. In other words, addressing minor crimes changes the environment to one in which major crimes do not flourish. The theory was put into place by Mayor Giuliani in 1993 and was followed by a sudden and dramatic drop in overall crime (Carrots, Sticks, and Broken Windows by Corman and Mocan). It seems that the same people committing misdemeanors were the ones committing felonies. Therefore, when the misdemeanants were temporarily removed from the street, so were the felons. I personally observed the difference the theory made in New York in 2000 when I visited with my family. I had been to the city in 1976 and had noticed its run-down appearance and dangerous feeling of lawlessness. However, upon my return in 2000, the feeling of the city was quite different. The streets where I'd seen prostitutes and strip clubs were now homes to legitimate businesses. Even the people seemed friendlier. However, in spite of the success of the Broken Windows Theory in New York City, many cities have yet to adopt it.

In cities where a personal police response is determined by the severity of the crime, misdemeanor reports are frequently taken over the telephone. My wife's purse was stolen in one of these cities and an officer never made an appearance at the scene, even though she could have given the officer the description of the perpetrator and his direction of travel. In my 26 years of police work, I've found that much can be learned from a simple visit to the scene of a crime, even a minor crime. For example, many times a witness can be found who can provide valuable information, or evidence can be found that might steer the investigation in the right direction.

As a citizen, I am requesting that all crimes be investigated and those that are forwarded for prosecution be prosecuted. And, obviously, these crime scenes can't be investigated by telephone, but by the personal appearance of a police officer. Give the people, who are the employers of the government, what they want and expect. And, especially for the attention of state police departments; don't allow revenue to influence which offenses are enforced. We don't like that.

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.

It was about 20 years ago when Officer Terry Stoffel and I, as well as another officer who wishes to remain unidentified, were called to Valley View Estates where a resident named Carl claimed he was going to kill himself. We were told he had a gun and that he was alone in his mobile home. At the time, the three of us were working as second shift patrol officers in the small Northeast Indiana city that is home to Valley View. My two partners and I had been police officers for about ten years and we'd been to these kinds of calls several times by then.



When we arrived at the park we made our way to the address provided by the dispatcher. I cautiously knocked on the door with no answer. We could hear Carl inside so we knew he was there. There was no indication that anyone other than Carl was in danger so we decided it was best not to risk our safety by forcing our way in. We backed away and just watched.

After about 20 minutes the door to the trailer popped open and out came Carl. Apparently, he thought we'd left. He had both hands full of boxes and was headed toward a car parked in the driveway. We didn't see a weapon on him so, with his hands occupied, we decided it was a good time to approach him. My partners and I rushed toward him, surprising him and causing him to drop his boxes. As I neared him, Carl struck me square in the cheek bone. Myself and the other officers tackled him and attempted to gain control. As we wrestled on the ground, my unidentified partner yelled, "I'm going to spray him!" At once, Carl moved his head to avoid the hot pepper spray which revealed Terry who was directly under him. When the first officer sprayed, the fiery liquid went right down the future sheriff's throat! Terry immediately got up, ran to the street and threw up (the average pepper spray is about 40 times hotter than Tabasco Sauce). Meanwhile, the other two of us were able to take Carl into custody and he was eventually transported to a nearby mental health facility. The next day Terry came to work and said, "That pepper spray is just as hot coming out as it is going in!" Years later he told me the irritation was so bad he had to seek medical attention.

I decided not to charge Carl for battering a police officer due to his many other issues. A few days after the incident, he called me to apologize and to thank me for not charging him. I was especially grateful for that phone call because, while we often receive calls from unhappy "customers," it's rare to hear from those who appreciate what we've done.

Though the three of us have since retired from that small police department, Terry and I have remained in law enforcement. In fact, Terry was later elected county sheriff and continues to serve well in that capacity today.

I've since lost track of Carl but wish him well.

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.