Constrained Gatekeepers of the Criminal Justice Footprint: A Systematic Social Observation Study of 9-1-1 Calltakers and Dispatchers

Abstract

This study examines the gatekeeping role that public safety communication specialists (911 calltakers and dispatchers) play in the criminal justice footprint using systematic observations of one of the largest public communication centers in the U.S. Findings indicate that public safety communications professionals can play a significant role in initially shaping the criminal justice footprint, and can help to prevent that footprint from growing. However, organizational constraints, liabilities, and rules, as well as the expectations and beliefs of citizens and activities of police officers, can also inhibit this gatekeeping function. Recent assertions that citizen calls for public safety services might be easily diverted or prevented to reduce this footprint rely on significant changes to several policies, practices, and assumptions that have yet to be easily realized.

Re-assessing measurement error in police calls for service: Classifications of events by dispatchers and officers

“…For example, the call-type category of “Alarm” exhibited the greatest overlap between initial and cleared call-types (99%). This was expected given that decisions to create calls for service related to this category are largely organizational as opposed to discretionary, and therefore there is less room for dispatcher interpretation (for related discussions, see [ 8 , 10 ]). The call-type categories of “Abandoned Vehicle” (98%), “Assist Other Agency” (98%), and “Warrant” (98%) also exhibited much overlap.…”

“…Dispatchers tasked with answering 911 calls (i.e., call-takers) receive, interpret, classify, and prioritize calls for service (e.g., [ 5 , 7 , 8 , 10 , 11 , 15 – 18 ]), a process which they are expected to complete accurately, reliably, and quickly in order to initiate a response and then field the next call. As part of their role, they create formal calls for service in the computer-aided dispatch (CAD) system: an electronic repository that is used primarily for operational purposes, but is also linked to the respective police agency’s records management system.…”

“…As part of their role, they create formal calls for service in the computer-aided dispatch (CAD) system: an electronic repository that is used primarily for operational purposes, but is also linked to the respective police agency’s records management system. Though highly understudied in the criminological literature [ 5 ], a recent surge in studies surrounding the actions and impacts of dispatchers (e.g., see [ 6 , 7 , 10 , 19 , 20 ]) have illuminated both the interpretive and discretionary nature of dispatch work and the impact that dispatchers’ decisions can have on the criminal justice system. As gatekeepers of their agencies [ 5 , 10 , 12 , 15 , 21 ], actions taken by dispatchers can impact how operational resources are distributed [ 22 , 23 ] and influence subsequent responses by other actors in the criminal justice system [ 4 , 6 , 24 ].…”

“…Though highly understudied in the criminological literature [ 5 ], a recent surge in studies surrounding the actions and impacts of dispatchers (e.g., see [ 6 , 7 , 10 , 19 , 20 ]) have illuminated both the interpretive and discretionary nature of dispatch work and the impact that dispatchers’ decisions can have on the criminal justice system. As gatekeepers of their agencies [ 5 , 10 , 12 , 15 , 21 ], actions taken by dispatchers can impact how operational resources are distributed [ 22 , 23 ] and influence subsequent responses by other actors in the criminal justice system [ 4 , 6 , 24 ]. Because of such effect, dispatchers exhibit at least some influence on almost all calls for service at some point in time [ 5 , 10 ].…”

“…As gatekeepers of their agencies [ 5 , 10 , 12 , 15 , 21 ], actions taken by dispatchers can impact how operational resources are distributed [ 22 , 23 ] and influence subsequent responses by other actors in the criminal justice system [ 4 , 6 , 24 ]. Because of such effect, dispatchers exhibit at least some influence on almost all calls for service at some point in time [ 5 , 10 ].…”