This program is designed to improve the quality
of the Honolulu Police Department’s service to
the community. Patrol and investigative follow-up
supervisors shall ensure that the community is
provided with the best police services.

RESPONSIBILITIES

A. Supervisors for patrol units, misdemeanor
follow-up details, and criminal investigative
details shall make a minimum of two complainant
callbacks per month, based on randomly selected cases.

B. Callbacks for quality control
shall be administered by supervisors from all
watches. First watch supervisors shall interview
complainants while on-location due to the irregular hours.

C. Supervisors shall explain the callback
program to the person contacted and discuss the
various aspects of the case in a casual and open-ended manner.

D. Supervisors shall call or make personal
contact with the complainant or reporting person
to discuss the quality of the police service
provided during the case. The supervisor making
the call or personal contact shall complete the
Quality Assurance Service Evaluation, HPD-531 form.

E. Watch commanders shall also conduct one
quality assurance callback a month, from each
watch and detail, to ensure that quality police services are being provided.

TYPES OF CASES

A. Property crime cases (i.e., burglary,
theft, and criminal property damage) are preferred.
Other types of cases can be considered as well.

B. Contact with the complainant or reporting
person should be made soon after the incident is
reported to the department. Timely callbacks
ensure that the person can better recall the
incident thus making the contact more meaningful for the individual.

OFFICER FEEDBACK

A. Positive feedback from the public shall
be relayed to the appropriate officer(s) and
supervisor(s). If any discrepancy or need for
improvement is discovered from the callback
inquiry, the supervisor shall discuss it with
the officer(s) and take appropriate, corrective action.

B. In-service training shall be given to
the watch or unit to include lessons learned
from the discrepancies and suggestions for
improvement from the callback inquiries, if applicable.

REPORTS

A. Completed reports and any corrective
actions taken shall be submitted to the element
commander on a weekly basis for review.

B. The Professional Standards Office shall
randomly select and audit completed Quality
Assurance Service Evaluations, HPD-531 forms,
to verify compliance with this policy.