
The police are responsible for much more than enforcing the law. Officers are increasingly expected to resolve a wide range of community problems, from noise complaints to behavioural health crises. This has resulted in an overreliance on law enforcement, with data suggesting that 33-68% of police calls could be handled without sending an officer. To reduce this strain on public safety resources, some cities have adopted a Community Responder model, which involves establishing a branch of civilian first responders to handle non-criminal issues. This allows law enforcement to focus on more serious matters and reduces the potential for unnecessary uses of force and adverse outcomes for civilians.
| Characteristics | Values |
|---|---|
| Nature of the call | Calls that can be handled without an armed officer on the scene, such as auto accidents without injury, minor larceny, theft, and burglary |
| Priority | Calls are dispatched on a priority basis, from the most serious to the least serious |
| Alternative response | Community Responder model, a branch of civilian first responders |
| Alternative response example | Community Oriented Policing Service (COPS), a community-based program that dedicates police officers to reducing crime and enhancing the quality of life in neighborhoods |
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What You'll Learn

Priority basis of calls
The priority of a call determines how quickly law enforcement officers respond to it. Every police department uses some form of the same system, with a basic breakdown of priorities ranging from 0 to 3. Priority 0 is the highest level of call that a department can receive. These calls involve the imminent loss of life or property, where the suspects are actively committing the offense or all parties are still on-scene. They include fights, stabbings, robberies, shootings, and crashes where someone is likely to get seriously injured. During these calls, officers are allowed to "run code," meaning they can use lights and sirens and disregard traffic laws to get to the scene as quickly as possible.
Priority 1 is the second-highest priority, also known as an urgent call. These calls are similar to Priority 0 calls and often involve many of the same offenses, such as robberies or crashes, but without the same sense of urgency. Priority 2 covers most non-emergency situations. These are incidents where there is no immediate threat to human life or safety, and all involved parties are still on scene. Officers responding to these calls must obey the traffic laws of the area and can be reassigned from Priority 2 calls to higher-priority calls.
Priority 3 calls are the lowest priority for law enforcement response. These calls will have the longest wait times, sometimes exceeding five hours. They are situations where life or property is not at risk, and an immediate police presence will not likely prevent further injury or loss. These calls can include welfare checks, noise complaints, financial disputes, and lost property. It's important to understand that if a call doesn't meet the criteria for a high-priority call, it may take longer for an officer to respond due to a heavy call load with higher-priority calls.
The Police Priority Dispatch System is a protocol-based solution for emergency dispatch that improves response efficiency and consistency. It cuts down on irrelevant, time-wasting information, allowing the right resources to be sent faster and giving responders essential information while en route. The latest data from Priority Dispatch shows that the average time to dispatch for incidents where life is immediately at risk is 57 seconds, with the highest-acuity calls being dispatched in 29 seconds.
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Community Responder model
The Community Responder model is a community-based program that aims to reduce crime and improve the quality of life in neighbourhoods. It involves dispatching the right responder to 911 calls, recognising that police officers are not needed to respond to all calls for service. For instance, police officers are not required to respond to calls for auto accidents without injuries, minor larceny, theft, and burglary cases, where the primary purpose is to take reports for insurance companies. Instead, Community Responders can handle these calls, reducing the burden on law enforcement and allowing police officers to focus on more serious and pressing matters.
The success of the Community Responder model depends on several factors. Firstly, it is crucial that Community Responders are not perceived as being too closely affiliated with the police. In Olympia, the CRU program faced challenges in gaining the community's trust due to its close connection with the police department. To overcome this, cities should ensure that engagement strategies are accessible and inclusive for diverse communities. Instead of large public forums, smaller meetings at community-based locations may encourage more residents to participate. Recruiting resident leaders to help develop and refine the CR program can also facilitate valuable insights and community education.
Another critical aspect of the Community Responder model is determining which types of calls are best suited for CRs. This can be achieved through community surveys and interviews, which help to understand the needs and preferences of residents. Collecting data on 911 calls for service, including call type and priority level, can provide valuable insights for deploying CRs effectively. Additionally, identifying and engaging local stakeholders, such as behavioural health agencies, service providers, and community associations, is essential for building a comprehensive support network for the CR program.
The Community Responder model can play a significant role in enhancing safety, well-being, and trust, especially in communities where relationships with law enforcement have been strained. By involving community members and tailoring the program to the specific needs of each community, the model can improve the responsiveness and effectiveness of emergency services. Furthermore, the model can be particularly beneficial in addressing mental health crises. Crisis Intervention Teams (CIT), comprised of experienced officers who volunteer to respond to mental health calls, can lead to improved relationships between law enforcement and the community. Mobile crisis teams, consisting of mental health professionals, can also provide specialised responses to individuals in crisis, diverting them from unnecessary jail bookings or emergency rooms.
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Police overreliance
Fundamental changes are required to reform policing practices and reduce overreliance on law enforcement. One approach is to invest in community services and expand non-police crisis responders, such as mental health professionals and social service workers, who are better equipped to handle specific situations. This would allow police to focus on more serious crimes and public safety issues that require their expertise.
Additionally, it is important to repeal laws that lead to unnecessary police response and instead promote alternatives to enforcement that prioritize public safety and enhance community relations. This includes reallocating resources to community-based programs, such as the Community Oriented Policing Service (COPS), which aims to reduce crime and improve the quality of life in neighborhoods.
Furthermore, police departments should not be the only entity responding to 911 calls, as this can lead to unnecessary arrests, injuries, and the use of deadly force. Instead, alternative response programs that utilize trained professionals can safely and effectively handle complex situations, such as domestic violence, mental health crises, and quality-of-life issues.
By reducing overreliance on police and investing in community services and alternative response programs, we can create safer and more resilient communities that address the diverse needs of their residents.
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Civilian first responders
First responders are people with specialized training who are among the first to arrive at the scene of an emergency and provide assistance or incident resolution. They include law enforcement officers (police officers), emergency medical services members (EMTs or paramedics), fire service members (such as firefighters, search and rescue members, and technical/heavy rescue members), and Public Works employees (such as Heavy Equipment Operators).
In some jurisdictions, emergency department personnel such as doctors and nurses are also considered first responders, while in others, military and security forces may be authorized to act as first responders. Civilian first responders are those who are not law enforcement officers, and their roles vary. Some examples of civilian first responders include:
- Ambulance drivers (who may also be EMTs or paramedics)
- Community Emergency Response Team (CERT) members
- Fire service members such as firefighters, search and rescue members, and technical/heavy rescue members
- Public Works employees, such as Heavy Equipment Operators and Tree Department personnel
- Emergency department personnel such as doctors and nurses in some jurisdictions
It's important to note that the specific roles and eligibility criteria for civilian first responders may vary by region and organization. Additionally, some organizations, such as the Red Cross, offer first responder training and certification programs to help individuals gain the necessary skills to respond to emergencies effectively.
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False alarms and mistaken calls
The issue of false alarms is not just a matter of wasted time and resources; it also has financial implications. Each false alarm costs money and results in thousands of wasted man-hours. Alarm companies are billed for police services, including false alarm fees, to recover dispatch and response costs. Some cities, like Phoenix, impose fees for false alarms, with charges for subsequent false burglar alarms within a 365-day period.
To address this challenge, some municipalities have implemented alarm ordinances and permit systems to reduce false alarms. For instance, Amherst, New York, introduced an avoidable alarm ordinance, which generated substantial fines and effectively lowered false alarms. Winnipeg, Ontario, mandates that residences and businesses obtain alarm permits before installing new alarm systems. Seattle has a unique approach, requiring physical evidence of a need for dispatch and not solely relying on sensor or motion activations.
The Phoenix Police and Fire Departments offer a False Alarm Prevention Program, providing educational resources and information on alarm system usage to reduce false alarms. They also offer a certificate waiver for a fee to avoid the standard assessment for false alarms. These initiatives aim to ensure that law enforcement can dedicate their time and resources to genuine emergencies and enhance their ability to serve and protect the community.
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Frequently asked questions
A call for service refers to a request for assistance from law enforcement, often made through 911 calls.
Calls are dispatched on a priority basis, from the most serious to the least serious. Depending on the situation, a Community Oriented Policing Service (COPS) officer may be assigned to assist you.
COPS officers are dedicated to reducing crime and improving the quality of life in neighbourhoods. They are supplied with a monthly list of all calls for service in their area and are responsible for assisting with these calls.
According to a report using 911 data from eight cities, between 33 and 68 percent of police calls could be handled without sending an armed officer. These include auto accidents without injuries, minor larceny, theft, and burglary cases, where the primary purpose is to take reports for insurance companies.
You can call the Police District Station that handles the area of interest and ask to speak to someone in the Commander's Office. They will be able to provide you with Uniform Crime Reporting Statistics for that area.






















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