JCF’S Public Interaction Policy Helping To Build Police-Citizen Relations

The Jamaica Constabulary Force (JCF) continues to put measures in place to improve relations with citizens, introducing stricter service standards to build public trust in the Force and ensure accountability of officers.

Under the JCF’s Public Interaction Policy, standard operating procedures (SOPs) have been implemented to guide almost every aspect of police interaction with the public, with step-by-step procedural instructions on how members should act.

Assistant Commissioner of Police (ACP) Desmond Brooks, who is from the Force’s Inspectorate and Professional Standards Oversight Bureau (IPSOB) says that when members of the public enter a police station, they are to be treated with respect.

They should expect prompt response, polite greeting, and attentive listening to their concerns from police personnel. Officers are also expected to provide accurate and adequate responses.

“Rudeness or dismissive behaviour is a direct breach of our policy,” says ACP Brooks.

“So, a police officer cannot say to you ‘hey bwoy what you want’; that is a no. It would be impolite and goes against our SOP; we want a professional interaction,” he adds, while outlining the Public Interaction Policy on the Police Civilian Oversight Authority (PCOA) Citizen’s recent Corner Podcast.

He notes that there are clear guidelines for wait times.

“Our standard is that you should not wait more than four minutes to be acknowledged. Now, we know that there are some high-traffic police stations where a lot more persons come in, but the officers are expected to greet the individual and try to ascertain the purpose of their visit,” ACP Brooks points out.

“Many visitors who come to police stations don’t have lengthy matters; they simply need directions, instructions, advice, or brief assistance. The officer is expected to find out what the issue is and assist to point the person in the right direction,” he says.

One key aspect of the policy is that no one should be turned away from a police station based on their attire or appearance.

“While there’s an expectation for modest dressing, it is against policy to turn anyone away for their attire. Denying someone access to service is a breach of our Public Interaction Policy,” he points out, noting that breaches are treated seriously, with corrective actions taken against offending officers.

In addition, he says that individuals should not be redirected unnecessarily.
“If an offence occurred in Half-Way Tree but the person finds it more convenient to report the offence at the Cross Roads Police station, the Cross Roads police should not turn away and say go back to Half-Way Tree,” ACP Brooks says.

“They have an obligation to [take] the report, make the necessary arrangements for the statement to be collected and sent to Half-Way Tree and put you on to an investigator from Half-Way Tree,” he adds.

Turning to the matter of police mobility, ACP Brooks says persons should never be told that no vehicles are available to respond to an emergency.

He explains that the fleet management system ensures that police personnel can always access a vehicle when needed.

“The fleet management system allows for real-time geolocation of police vehicles. We know where all our vehicles are. Even if a service vehicle attached to a specific station is unavailable, our network of vehicles, deployed in overlapping zones, ensures assistance is always within reach,” ACP Brooks says.

He further disclosed that the officer who receives the call is empowered to contact the Police Emergency Control Centre, which can indicate and dispatch the closest available vehicle to offer assistance.

In the meantime, ACP Brooks says the JCF is aware that sometimes phone calls to police stations go unanswered or persons experience long delays before a call is picked up.

“Our policy dictates that we should promptly respond to all phone calls, ideally within four rings; however, a lot of times the delay is not on our end,” he says, explaining that sometimes, technology issues cause discrepancies, with calls appearing to ring on the citizen’s end while not being received by the police.

Efforts are under way to improve the system’s efficiency, ensuring seamless connection between the public and emergency services.

The Public Interaction Policy reflects the JCF’s broader goal of building public trust by fostering professionalism and accountability.

ACP Brooks emphasises that the policy is not just a set of guidelines but a tool to improve police-citizen relations.

“It is important for the public to know their rights and what to expect from their interactions with the police. The JCF is committed to ensuring all citizens are treated fairly, respectfully, and efficiently,” he points out.

As the JCF continues its efforts to strengthen service delivery, citizens are encouraged to report breaches of the policy. Complaints can be made to the JCF’s Inspectorate and Professional Standards Oversight Bureau.

The JCF’s Public Interaction Policy marks a significant step towards improving public confidence in law enforcement, making the JCF a force for good.