EXCLUSIVE: New Yorkers who dial 311 to complain about quality-of-life violations can expect a call back from police asking if they’re satisfied with how the problem was handled, the Daily News has learned.
NEW YORK DAILY NEWS
Thursday, September 4, 2014
SMITH, BRYAN, FREELANCE NYDNNew Yorkers who dial 311 to complain about quality-of-life violations can expect a call back from police asking if they’re satisfied with how the problem was handled, the Daily News has learned.
Has that broken window been fixed, Mrs. Johnson?
New Yorkers who dial 311 to complain about quality-of-life violations can expect a call back from police asking if they’re satisfied with how the problem was handled, the Daily News has learned.
In the wake of the Staten Island chokehold death of Eric Garner during his arrest for selling loose cigarettes, critics have called for the NYPD to abandon broken windows policing — cracking down on minor offenses to prevent more serious crime.
But an Aug. 15 order makes it clear quality-of-life enforcement remains a top priority — and that the NYPD believes a little customer service can go a long way toward making friends with the public.
“The process of identifying, addressing and monitoring 311 complaints plays a vital role to the department’s mission of improving quality of life for the communities it serves,” the order reads.
Precinct bosses will track 311 complaints, and each precinct’s special operations lieutenant will make sure every caller is contacted within one business day, with officers asking if the police response solved the problem.
For “chronic complaints,” defined as at least five calls about the same condition within four weeks, the caller will get a personal visit from one of the precinct’s top two officers.
Monthly audits will also be conducted, with at least 15 callers polled about their experience with the officer who originally contacted them.
A police source said the “quality-of-life callback program” was an idea under discussion before Garner’s July 17 death.
An NYPD spokeswoman, Deputy Chief Kim Royster, said monitoring calls is a way to “leverage positive interactions and forge relationships with residents in the community.”
Callers to 311 will also be encouraged to attend their precinct’s monthly community council meeting, which gives residents a chance to meet police personnel, air grievances and ask questions.
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