Victim Satisfaction

Victim Satisfaction Survey

Hampshire Constabulary use an independent company to conduct our Victim Satisfaction survey and this provides us with information about each Victim’s experience of the service that was provided, from which an overall satisfaction figure is derived. The survey includes the offences of Burglary, racial incidents, vehicle and violent crimes. Each victim of crimeis eligible to be selected unlessthespecific exclusion criteria applies, e.g. if under 16 years old, victim of domesticviolence, previously surveyed etc.  We provide the crime details and the survey company make contact with the victims. We have survey data specific to a victim’s age, ethnicity, disability and gender but not currently for the other protected characteristics.

We have a self imposed victim satisfaction target of 70%. This target relates to victims of the above crimes types included in the survey and is measured using their overall experience of being very or completely satisfied.

We understand the importance of getting our initial contact with victims right and we provide the following reporting options:

Telephone voice call options – 999, 101, 01962 841534

Contact methods for disabled, speech impaired, deaf, hard of hearing and deafblind callers of:

Text Relay (also known as typetalk)

Emergency SMS to the police (80999)

eSMS (text 999)

Non emergency contact with the police (07781 480999)

Police 24 hour Minicom 02380 745500

Police 24 hour fax 01962 874201

Face to face contact:

Police Station Enquiry Offices

Safer Neighbourhood Teams

Scheduled appointments

Internet and email:

Email can be sent to postmaster@hampshire.pnn.police.uk

Hampshire Constabulary website www.hampshire.police.uk , to obtain information, crime prevention advice, send an email to your neighbourhood team or complete a ‘Message for Officer form’ if you would like to get a message to a specific officer.

Social Media:

Facebook

Twitter

Additional Support & Expertise

PLOD (Police Link Officers for the Deaf)

TecSOS phones for Domestic Violence victims

Lesbian & Gay Liaison Officers (LAGLO)

Language Line – Interpreter service

Automatic Victim Support Referral

This is now in place for all crime and anti-social behaviour incidents. Previously victims of crime were asked if they wanted their details passed to Victim Support. Now, the referral is automatic unless the victim of crime opts not to have their details passed on, it is intended to increase the number of referrals to Victim Support as research has identified that these referrals offer considerable benefits for victims of crime following their incident.

Victim Care Information

We have previously given out a Victim Care Pack to the victims of crime which contained useful leaflets and information. This was reviewed in 2011 and more extensive information for the victims of crime and the community in general will be made available via the new Hampshire Constabulary Internet in 2012, offering alternative options for those without IT access.

Mobile Data

Mobile Data technology allows the police to take all our desk top applications to the customer and removes barriers from staff and customers alike.  This technology has enabled officers, staff and the public with disabilities, to complete tasks they couldn’t previously have completed without mobile data. We are introducing electronic witness statements which have the technological ability to assist with disability issues in relation to font size, background colours etc.  We are in consultation with Renard Associates and also our own specialist staff who are giving appropriate advice regarding disabilities. We have introduced a customer survey for any member of the public who is attended by an officer with mobile data equipment to complete at the time. This will enable

us to efficiently gather live time survey feedback regarding the service we deliver to enable us to review our customer satisfaction.

Your Voice Counts

This on-line and postal option of giving feedback to Hampshire Constabulary on any aspect of policing or its employees. This can be anonymous and allows for feedback to be recorded, good relations and lessons learnt either for individuals or as an organisation where appropriate.

Volunteers

We have volunteers conducting a Customer Call Back pilot that involves calling back victims of crime from the Portsmouth area.  Another pilot is running in Southampton where volunteers are calling back victims of burglary and there is a survey being conducted on everyone who had a scheduled appointment in October to seek feedback on this service offered. The aim of these pilots is to improve the customer experience and satisfaction. We are continuing to look at ways to improve customer satisfaction in Hampshire with the support of volunteers. We have several different policing area initiatives regarding victim satisfaction but nothing based solely on the different protected characteristics.

Black and Minority Ethnic (BME) Victim Satisfaction

These figures are compared to that of white victim satisfaction figures to ascertain if there are any disparities, and this is monitored each month. Currently the difference in satisfaction is around 13%, although there is a lesser difference when including victims who are fairly satisfied, and this reduces the ‘satisfaction gap’ to 6%.  Hampshire Constabulary is concerned about this, not least because the differential satisfaction does not seem to demonstrate fairness in service delivered to BME groups. The phenomenon has been investigated and researched in numerous ways to gain greater understanding of the reasons that lie behind this and wherever applicable, measures have been put in place and policies amended to assist in narrowing the gap in satisfaction.

Findings have revealed that there is consistent agreement over time by both White and BME victims about which aspects of the service they are most satisfied. However, there is a difference in satisfaction between White and BME victims at each stage of the service provided whether it is the initial contact or the actions taken or the treatment by the police, and there are complex mechanisms which contribute towards the difference.

Racial Incident Victim Satisfaction

Trend data over 12 x 12 month period up to and including 12 months ending November 2011, as below, reveals that racial incident victim satisfaction is lower than overall satisfaction which combines the other crime-types interviewed.

 

RACIAL INCIDENT (Includes from all ethnic groups whether white or BME) SATISFACTION (% Completely or very satisfied)

Jan 2010 – Dec 2010	Feb 2010 – Jan 2011	Mar 2010 – Feb 2011	Apr 2010 - Mar 2011	May 2010 - Apr 2011	Jun 2010 - May 2011	Jul 2010 - Jun 2011	Aug 2010 - Jul 2011	Sep 2010 - Aug 2011	Oct 2010 - Sep 2011	Nov 2010 - Oct 2011	Dec 2010 - Nov 2011
67%	67%	67%	64%	63%	64%	62%	62%	63%	66%	66%	64%

OVERALL SATISFACTION (% Completely or very satisfied)

Jan 2010 – Dec 2010	Feb 2010 – Jan 2011	Mar 2010 – Feb 2011	Apr 2010 - Mar 2011	May 2010 - Apr 2011	Jun 2010 - May 2011	Jul 2010 - Jun 2011	Aug 2010 - Jul 2011	Sep 2010 - Aug 2011	Oct 2010 - Sep 2011	Nov 2010 - Oct 2011	Dec 2010 - Nov 2011
69%	68%	68%	69%	68%	68%	68%	68%	68%	67%	67%	67%

Trend data over a shorter time period of three months (not shown) shows that satisfaction for victims of racial incidents has increased this year from 62% April to June to 65% September to November 2011. The equivalent Overall figures are 66% and 63%. However, there is a danger in looking at the satisfaction levels over this time period due to the comparatively lower numbers of victims interviewed which can give misleading results due to the fluctuations this can cause.

Taking into account differing time periods, racial incident satisfaction is on a par with Overall satisfaction and is showing signs of improvement in contrast to the Overall satisfaction figures.

Languages

We have a facility called Language Line; this service is available to assist when there is a language barrier. Language Line enables a three-way phone conversation to take place via an interpreter and they can cater for approximately 170 different languages or dialects. From 01/04/2010 to 31/03/2011 Language Line was used 3,910 times by Hampshire Constabulary staff. www.languageline.co.uk

LGBT Community

We have a Lesbian & Gay Liaison Officer (LAGLO) on each shift working within the Force Enquiry Centre and the Force Control Room who can speak with the public direct or answer any questions relating to LGBT matters or concerns. There are numerous other LAGLO officers and staff around the force who can be called upon for advice or guidance at any time.

Internet

You can send an E-mail to postmaster@hampshire.pnn.police.uk or you can go to the Hampshire Constabulary Website www.hampshire.police.uk to obtain information, crime prevention advice or to complete a ‘Message for Officer Form’ if you would like to get a message to a specific officer.  

SOIT (Sexual Offences Investigation Trained) Officers and staff                          

These trained staff are a key part of the force’s response to investigating rape, other serious sexual offences and providing an excellent service to victims.

Family Liaison Officer (FLO)

The role of the FLO involves the day to day management of the partnership with the family in the investigation and close liaison with the senior investigating officer to ensure families are treated appropriately, professionally and with respect to their needs. It may involve working in a variety of situations in very demanding and stressful conditions over sustained periods of time. In performing this role the officer will offer, give and facilitate support with consideration being given to the needs of the family.

Bobby Trust                                                                                                            

The Hampshire Bobby Trust runs a practical service providing home security and peace of mind for needy, elderly and vulnerable victims of burglary. The Bobby scheme is operated in partnership with the Hampshire Police and receives referrals from Police officers and staff throughout the County. At the earliest opportunity, a visit from a trained fitter is arranged and they carry out a full crime-prevention survey, fitting appropriate locks, spy-holes, door chains and, where practical, making good the damage caused on entry. The Fitter spends time with each victim, giving both general reassurance to help them come to terms with the experience and also specific crime-prevention advice to improve the safety of their homes.

Area Peer Reviews

Several times each year, supervisors conduct peer reviews where they review the work done in their neighbouring areas to ascertain what is working well and what can be improved on. Victim satisfaction featured in the last peer reviews conducted in December 2011. Identified trends and practices will be included within the Victim Satisfaction Improvement Plan and District checklists for promulgation around the force.

Investigation Dip Sampling

Inspectors and Supervisors conduct regular dip samples of crime investigations to ensure quality assurance of investigations and compliance with the Victim Code.

Frontline Training

This has been updated for all relevant training courses from investigation to more bespoke training to reinforce the importance of victim updating and satisfaction.

Victim Satisfaction Improvement Plan

This plan has been compiled to co-ordinate and focus on the work that needs to be done to consistently

deliver improved victim satisfaction and bring about a cultural change and understanding force wide. Parts of the plan have already been implemented and the remainder will be implemented within 2012 i.e. supervision strategy, problem profile, performance framework etc.

CrimeReports

The public can access CrimeReports to view reported crimes and incidents in any area. The incident number enables them to easily link to Crime Stoppers to submit information on any particular incident. They can also view information from SafetyNet, our partnership system, regarding police and partner’s community activities and engagements being undertaking to make communities safer. All this information can be automated to the recipient in a daily, weekly or monthly email.

New Hampshire Constabulary Internet

In 2012 we will be delivering a new vastly improved Internet and Intranet which will provide improved internet services, information and functionality for victims and the community generally.

INFRA

This is the name of the system where we currently record dissatisfaction and congratulation. We are working on improving and utilising the system more efficiently so that it is more specific and victim satisfaction focused.

Plans for the Future

The aim for 2012 is to draw together all the good ideas and working practices from its staff, partners and other forces to deliver a corporate, consistent, tailored and fair approach to all victims of crime.

Other Police Forces

We have visited other police forces that are shown to have high victim satisfaction levels and we are currently reviewing and considering our working practices.

Youth IAG

We are setting up a Youth Independent Advisory Group (IAG) in 2012 and also our new website will have an area for young people which will provide relevant information and accessibility around reporting issues to us and giving us feedback.

Black and Minority Ethnic (BME) Victim Satisfaction

Hampshire Constabulary are employing policies and different working practices so that all officers are trained in race awareness and cultural diversity. There is also a BME Managerial group who regularly meet to discuss any unfairness issues and ideas for improving equality of opportunity.

Other approaches continue to be used and developed, for instance, on work relating to what is known to matter to BME groups, as well as the continuation of monitoring processes. Some of this work already in place includes, raising the profile of efforts taking place to remove disproportionality, improved analysis of local data, the sharing of good practice and recognition of the need to improve engagement with the community.

There is a commitment to finding sustainable solutions to the satisfaction gap with work to achieve this being managed through the Fairness & Equality Action Groups (FEAG). This is in addition to tackling aspects of enhancement of communication skills and service delivery to all communities and it is hoped that the work will be received positively by the BME population as part of the wider group.

Although the focus of much of the research has been on the disparity in satisfaction between the white and BME groups, it is also worth drawing attention to the fact that despite of this, there are also encouraging signs of improved satisfaction with service improvement for all ethnic groups as far as Hampshire and the Isle of Wight victims of crime are concerned. The results do show that satisfaction has increased over the last six years for all ethnic groups in all but one aspect of the service provided, namely the actions taken. This indicates that the strategies that the police are employing must be working, as improvements are being witnessed in the satisfaction figures.  

Finally, successful outcomes may result in response to the improvements, but building up satisfaction towards equality of satisfaction may also be a matter of time. If some of the reasons for differences in satisfaction between ethnic groups are things which are deeply entrenched in our society, it makes sense that trust and confidence will take time to reflect in victim satisfaction.