Apex Police Department 2016 Community Satisfaction Survey Summary

Transcription

1 Apex Police Department 2016 Community Satisfaction Survey Summary 1

2 Dear Apex Community, The Apex Police Department is committed to serving our community. As a law enforcement agency, which is nationally accredited through the Commission on Accreditation for Law Enforcement Agencies (CALEA), and through our commitment to the community policing philosophy, the department conducts a survey at least every three years. The purpose of our Community Satisfaction Survey is to seek input about the perceptions of our community as they pertain to crime, traffic, public safety and police services provided by the Apex Police Department. The survey is a tool that helps us measure what our community feels we are doing well and where improvements are suggested. This allows us to improve the services we provide to our community and enhance our ability to be Protectors of the PEAK. Methodology Using the department s Mission, Vision and Values as a guide to create this survey, the Apex Police Department began the 2016 Community Satisfaction Survey on April 1, The survey was offered to residents, business owners, visitors and others interested in providing feedback to the Town of Apex. The survey was anonymous and made available via the Town of Apex s website and at several community events. Printed copies of the survey were mailed upon request. Residents were notified of the survey through notices on the Town of Apex and Apex Police Department websites, via multiple social media outlets, postings in utility billing notices and various informational cards. The survey closed on June 30, The survey consisted of questions designed to gain feedback regarding community attitudes and opinions of the services provided by the Apex Police Department. Survey questions asked respondents to provide feedback regarding overall agency performance, overall agency employee competency, perception of officers attitudes and behaviors, community concerns over safety and security, as well as, recommendations and suggestions for improvement. Community Satisfaction Survey Summary Following is a summary of the survey results, compiled from the scores, comments and opinions from the 369 respondents. While the number of respondents is considered low as compared to the population of the Town of Apex, it represents a significant increase from the 146 respondents to our 2013 survey. Each question is listed below, followed by a chart and summary of the responses. If the same question was asked in our 2013 Community Satisfaction Survey, a comparison between the 2013 and 2016 results is included. 2

3 Q1. Have you received any services from the Apex Police Department in the last 12 months? This includes reporting a crime, motor vehicle accident, or any other incident where contact was made with an Apex Police Officer. In this survey, 155 respondents (42%) indicated that they have received services from the Apex Police Department within the last 12-months. Another 213 (58%) indicated that they have not received services from the Apex Police Department in the last 12-months. Q2. Have you been a victim of a crime reported to the Apex Police Department within the last 12 months? In this survey, 16 respondents (4%) indicated that they have been a victim of a crime reported to the Apex Police Department within the last 12-months. Another 355 (96%) indicated that they have not been a victim of a crime reported to the Apex Police Department in the last 12-months. 3

4 Q.3 Have you ever attended any community service event or presentation hosted by the Apex Police Department? In this survey, 146 respondents (40%) indicated that they have attended a community service event or presentation hosted by the Apex Police Department. Another 223 (60%) indicated that they have not attended a community service event or presentation hosted by the Apex Police Department. Q4. How would you rate the overall performance of the Apex Police Department? In this survey, 346 (93.77%) rated the department at Meets Expectations or better. We received 30 comments indicating that employees are kind, understanding, helpful and act with a high degree of professionalism. Additionally, citizens conveyed 27 comments indicating that they feel safe in Apex, notice police presence within town and feel the department responds to calls 4

5 promptly. We also received 25 comments showing citizen appreciation and acknowledgment of the department s positive community policing efforts, special events and outreach programs. An additional 23 respondents (6.24%) rated Apex Police Departments at Below Expectations. Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, 84.25% of respondents rated the overall performance of the Apex Police Department as Strongly Agree to Agree. This belief increased by 9.52% in 2016, with 93.77% of respondents rating overall department performance at Meets Expectations or better. This increase could be attributed to the department s training efforts and recruitment and selection processes. In 2013, 3.42% of respondents rated the overall performance of the Apex Police Department as Strongly Disagree to Disagree. This belief increased by 2.82% in 2016, with 6.24% of respondents rating overall department performance at Below Expectations. This increase could be attributed to various reasons, as summarized throughout this document, in addition to the increased number of respondents taking the survey in In 2016, 369 respondents completed the survey compared to the 146 who completed the survey in Q5. How do you rate the overall competence of Apex Police Department Employees? In this survey, 44 respondents (11.92%) have never had contact with the Apex Police Department and 9.21% did not select a category but provided comments. Another 276 respondents (74.8%) rated the competence of employees as Meets Expectations or better. Additionally, there were 24 comments stating employees had a caring attitude and were helpful, prompt and competent. Fifteen respondents (4.07%) rated the Apex Police Departments at Below Expectations. 5

6 Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, 86.3% of respondents rated the overall competence of Apex Police employees as Strongly Agree to Agree. This belief decreased by 11.5% in 2016, with 74.8% of respondents rating overall employee competence at Meets Expectations or better. In 2013, 4.79% of respondents stated they Strongly Disagree to Disagree that the Apex Police Department helps in providing a safe living environment. This belief decreased by 0.72% in 2016, with 4.07% of respondents rating overall employee competence at Below Expectations. In 2013, 8.90% of respondents rated the overall competence of Apex Police employees as indifferent. This belief increased by 3.02% in 2016, when 11.92% of respondents stated they did not have any contact with department employees. Q6. How do you rate the Apex Police Department on criminal law enforcement efforts? In this survey, 359 respondents (97.55%) rated the Apex Police Department s criminal enforcement efforts at Meets Expectations or better. There were 15 comments indicating citizens felt safe in Apex and believed the department did a good job apprehending suspects and solving crime. Nine respondents (2.45%) rated the Apex Police Department s criminal enforcements efforts at Below Expectations. Comparisons with the 2013 and 2016 Community Satisfaction Survey Question 6 was not offered during the 2013 Community Satisfaction Survey; therefore, a comparison could not be completed. 6

7 Q7 How do you rate the Apex Police Department on crime prevention and community services? In this survey, 352 (95.39%) rated the Apex Police Department s crime prevention and community services at Meets Expectations or better. There were seven comments noting citizen s appreciation for department participation in HOA meetings and interaction with citizens within neighborhoods. There were six comments showing approval for the department s social media outlets and felt this provided good communication between the department and citizens. Twelve respondents commented about how grateful and impressed they were with the department s community policing programs and special events. We received eight other comments stating respondents believed that our officers proactive approach to crime prevention helps keep the town safe and that these respondents feel safe within the Town of Apex because of officers actions. Another 17 respondents (4.61%) rated the Apex Police Department s crime prevention and community services at Below Expectations. Comparisons with the 2013 and 2016 Community Satisfaction Survey Question 7 was not offered during the 2013 Community Satisfaction Survey; therefore, a comparison could not be completed. 7

8 Q8. How do you rate the Apex Police Department on traffic safety and enforcement? In this survey, 337 respondents (91.33%) rated the Apex Police Department s traffic safety and enforcement efforts at or Above Expectations. Another 32 respondents (8.67%) rated the Apex Police Department s traffic safety and enforcement at Below Expectations. Comparisons with the 2013 and 2016 Community Satisfaction Survey: Question 8 was not offered during the 2013 Community Satisfaction Survey; therefore, a comparison could not be completed. 8

9 Q9. How do you rate the Apex Police Officers attitudes and behaviors toward citizens? In this survey, 348 respondents (94.31%) rated the Apex Police Department s Officers attitudes at Meets Expectations or better. We received 53 comments highlighting our professional, friendly, helpful and genuine attitudes toward citizens. Another 21 respondents (5.69%) rated the Apex Police Department s Officers attitudes at Below Expectations. Comparisons with the 2013 and 2016 Community Satisfaction Survey Question 9 was not offered during the 2013 Community Satisfaction Survey; therefore, a comparison could not be completed. 9

10 Q10. How would you rate APD addressing concerns and promoting safety and security in your neighborhood? In this survey, 335 respondents (91.04%) rated the Apex Police Department s efforts for promoting safety and security in neighborhoods at Meets Expectations or better. There were 53 positive comments related to topics such as social media, department involvement in neighborhood HOAs, prompt response to issues within neighborhoods and seeing officers patrolling areas, making citizens feel safe. Another 33 respondents (8.97%) rated the Apex Police Department s safety and security in neighborhoods at Below Expectations. Comparisons with the 2013 and 2016 Community Satisfaction Survey Question 10 was not offered during the 2013 Community Satisfaction Survey; therefore, a comparison could not be completed. 10

11 Q11. Are you comfortable in contacting the Apex Police Department with a question, need, concern, etc? In this survey, 342 respondents (92.68%) stated they felt comfortable contacting the Apex Police Department with questions, needs or concerns. Another 16 respondents (4.34%) stated they were unsure if they felt comfortable contacting the Apex Police Department with questions, needs or concerns. An additional 11 respondents (2.98%) stated they were not comfortable contacting the Apex Police Department. Comparisons with the 2013 and 2016 Community Satisfaction Survey Question 11 was not offered during the 2013 Community Satisfaction Survey; therefore, a comparison could not be completed. 11

12 Q12. Do you feel the APD practices biased-free policing and respects the rights of all citizens? In this survey, 287 respondents (77.78%) stated they felt the Apex Police Department practiced biased-free policing and respected the rights of all citizens. We received 10 positive comments supporting this group s opinion. Another 66 respondents (17.89%) stated they were unsure and we received seven respondent comments stating they had no experience nor did they have enough information to answer this question. An additional 16 respondents (4.34%) stated they did not feel the Apex Police Department practiced biased-free policing or respected the rights of all citizens. Comparisons with the 2013 and 2016 Community Satisfaction Survey Question 12 was not offered during the 2013 Community Satisfaction Survey; therefore, a comparison could not be completed. 12

13 Q13. I feel the Apex Police Department helps in providing a safe living environment. In this survey, 332 respondents (89.98%) Somewhat Agreed, or greater, that the Apex Police Department provides a safe living environment. There were 11 comments stating citizens felt safe in Apex, moved here because of the safety and the department is doing a great job. Another 16 respondents (4.34%) Neither agreed nor Disagreed that the Apex Police Department provides a safe living environment. No comments were left by this group. An additional 21 respondents (5.7%) stated they Somewhat to Strongly Disagreed that the Apex Police Department provides a safe living environment. Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, 92.47% of respondents stated they Strongly Agreed, or greater, that the Apex Police Department helped provide a safe living environment. This belief decreased by 2.49% in 2016, with 89.98% of respondents stating the same. 13

14 Q14. I feel that the Town of Apex is a safe place to live In this survey, 358 respondents (96.75%) stated they Somewhat Agreed, or greater, that the Town of Apex is a safe place to live. There were 18 comments supporting theses ratings. Commenters stated they felt safe in Apex, moved here because of the low crime rate and felt the Apex Police Department s efforts were the main reason the town is safe. Six respondents (1.63%) stated they Neither Agreed nor Disagreed. No comments were made by this group. (NOTE: Sixteen respondents reported they did not live in Town.) Six respondents (1.62%) stated they Strongly to Somewhat Disagreed that the Town of Apex is a safe place to live. Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, 95.17% of respondents stated they Strongly Agreed, or greater, that the Town of Apex is a safe place to live. This belief increased by 1.65% in 2016, with 96.82% of respondents stating the same. This increase could be attributed to the low crime rate within Apex, as well as, the department s crime prevention efforts and proactive approach to solving crime. In 2013, 1.38% of respondents stated they Strongly to Somewhat Disagreed that the Town of Apex is a safe place to live. This belief increased by 0.24% in 2016, with 1.62% of respondents stating the same. This increase could be attributed to the increase in the number of respondents. In 2016, 369 respondents completed the survey compared to the 146 who completed the survey in In 2013, 3.45% of respondents stated they were indifferent or Neither Agreed nor Disagreed that the Town of Apex is a safe place to live. This belief decreased by 1.82% in 2016, with 1.63% of respondents stating the same. 14

15 Q15. I feel safe and secure in my neighborhood In this survey, 333 respondents (91.06%) stated they Somewhat Agreed, or greater, that they felt safe and secure in their neighborhoods. We received 21 comments supporting their feelings of safety. Eight respondents (2.17%) stated they Neither Agreed nor Disagreed that they felt safe and secure in their neighborhoods. An additional 25 respondents (6.79%) stated they Strongly to Somewhat Disagreed that they felt safe and secure in their neighborhoods. The department has established a focus group consisting of executive staff to look at and address this category. Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, 95.17% of respondents stated they Strongly Agreed, or greater, that they felt safe and secure in their neighborhoods. This belief increased by 1.24% in 2016, with 92.96% of respondents stating the same. This increase can be attributed to the department s continue involvement with HOAs, community outreach programs and officer-citizen contacts. In 2013, 3.45% of respondents stated they Strongly to Somewhat Disagreed that that they felt safe and secure in their neighborhoods. This belief increased by 1.44% in 2016, with 4.89% of respondents stating the same. This increase could be attributed to respondents who are not residents. In 2013, 3.45% of respondents stated they were indifferent about feeling safe and secure in their neighborhoods. This belief decreased by 1.28% in 2016, with 2.28% of respondents stating the same. 15

16 Q16. I feel safe and secure when I shop in the Town of Apex Five respondents (1.36%) stated they Neither Agreed nor Disagreed that they felt safe while shopping in Apex. An additional 359 respondents (97.29%) stated they Somewhat Agreed, or greater, that they felt safe and secure when shopping in Apex. We received twelve comments supporting their feelings of safety. Five respondents (1.35%) stated they Strongly Disagreed to Somewhat Disagreed that they felt safe while shopping in Apex. The Apex Police Department is committed to continuous improvement and is reviewing the comments provided in order to develop an action plan to address concerns noted in this category, where necessary. Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, 96.58% of respondents stated they Strongly Agreed, or greater, that they felt safe and secure when shopping in Apex. This belief increased by 0.53% in 2016, with 97.11% of respondents stating the same. This increase can be attributed to the department s crime prevention programs such Lock It or Lose It, Got cha and deployment of officers to shopping areas during the holiday season in an effort to reduce criminal activity. In 2013, 1.36% of respondents stated they Strongly to Somewhat Disagreed that they felt safe and secure when shopping in Apex. This belief decreased by 0.01% in 2016, with 0.01% of respondents stating the same. This decrease can be attributed to the department s crime prevention programs, as listed above. In 2013, 2.05% of respondents stated they were indifferent or Neither Agreed nor Disagreed that they felt safe and secure when shopping in Apex. This belief decreased by 0.69% in 2016, with 1.36% of respondents stating the same. 16

17 Q17. I feel the Apex Police Department understand the needs of citizens. In this survey, 319 respondents (86.68%) stated they Strongly Agreed, or greater, that the Apex Police Department understands the needs of citizens. Respondents made several positive comments that they felt the department is community focused and has many excellent outreach programs. We also received several comments that the SROs are excellent with kids and the Crisis Intervention Program is a positive departmental trait. An additional 29 respondents (7.88%) stated they Neither Agreed nor Disagreed that the Apex Police Department understands the needs of citizens. A few comments indicated they did not have any experience with this, nor were they able to judge. Another 20 respondents (5.44%) stated they Strongly to Somewhat Disagreed that the Apex Police Department understands the needs of citizens. Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, 81.5% of respondents stated they Strongly Agreed, or greater, that the Apex Police Department understands the needs of citizens. This belief increased 5.18% in 2016, with 86.68% of respondents stating the same. This increase can be attributed to the department s social media efforts, officer-citizens contacts, outreach programs, community policing and crime prevention efforts. In 2013, 6.84% of respondents stated they Strongly to Somewhat Disagreed that the Apex Police Department understands the needs of citizens. This belief decreased by 1.4% in 2016, with 5.44% of respondents stating the same. This decrease can be attributed to the same efforts listed above. In 2013, 11.64% of respondents stated they were indifferent or Neither Agreed nor Disagreed that the department understands the needs of citizens. This belief decreased by 3.76% in 2016, with 7.88% of respondents stating the same. 17

18 Q18. I am a resident of the Town of Apex. In this survey, 353 respondents (96%) were residents of the Town of Apex and 16 (4%) respondents were non-residents of the Town of Apex. Comparisons with the 2013 and 2016 Community Satisfaction Survey In 2013, of the respondents who completed the survey, 139 were residents of the Town of Apex and six respondents were not. (NOTE: One respondent did not respond to the survey question.) The number of residents completing the survey in 2016 increased by 61% and the number of non-residents increased by 62%. 18

19 Q19. I am a business owner within the Town of Apex In this survey, 22 respondents (6%) were business owners within the Town of Apex and 347 respondents (94%) were not. 19

20 Q20. What is your main source on how you receive information on the Apex Police Department? Respondents indicated there main source of information about the police department is: Social media 217 respondents (59%) Internet 137 respondents (37%) Newspaper - 65 respondents (18%) Television 36 respondents (10%) Other means 54 respondents (15%) NOTE: 37 respondents (10%) indicated they have not received information about the police department 20

21 Q21. Are you aware of Apex Police Department's Social Media Efforts? In this survey, 299 respondents (81%) indicated they were aware of the department s social media efforts, while 70 respondents (19%) indicated they were not. Q22. If yes to question 21, which one(s)? Respondents indicated that they use the following social media outlets: Facebook 233 respondents (75%) Twitter 83 respondents (27%) Next Door 164 respondents (53%) Constant Contact 10 respondents (3%) YouTube 16 respondents (5%) 21

22 Q23. On what have you based the opinions given in this survey? Respondents indicated that they based their opinions given in the survey on: Personal Experience 381 respondents (81%) Observation 285 respondents (77%) Word of Mouth 117 respondents (32%) Newspaper 55 respondents (14%) Television 34 respondents (9%) Internet 93 respondents (25%) Other 21 respondents (6%) 22

23 Q24. Are you interested in a career with the Apex Police Department? In this survey, 30 respondents (8%) indicated they were interested in a career with the Apex Police Department and 339 respondents (92%) were not. Q25. What is your education level? Of the 369 respondents who completed the survey, the respondents indicated their education levels as: 23

24 Less than High School 6 respondents (2%) High School 22 respondents (6%) Some College 43 respondents (12%) 2-year degree 26 respondents (7%) 4-year degree 162 respondents (44%) Professional degree 93 respondents (25%) Doctorate 17 respondents (5%) Q26. Please enter your age. Respondents indicated their age as: Less than 20 8 respondents (2%) respondents (5%) respondents (22%) respondents (25%) respondents (24%) 60 and over 76 respondents (21%) 24

25 Q27. Please enter your income level. Respondents indicated their income levels as: Less than $30, respondents (5%) $30,000 to $50, respondents (11%) $50,000 to $80, respondents (23%) Over $80, respondents (41%) Prefer not to answer 72 respondents (20%) Q28. Please enter your race. 25

26 Of the 369 respondents who completed the survey, the respondents indicated their race as: Caucasian 331 respondents (90%) African American 9 respondents (2%) American Indian 4 respondents (1%) Asian 7 respondents (1%) Hispanic 9 respondents (2%) respondent Other 9 respondents (2%) Q29. Please enter your gender. Of those who completed the survey, 135 (37%) were males and 234 (63%) were females. Closing We would like to take the opportunity to thank all those who completed the survey. We are constantly striving to improve our efforts to serve the community and keep Apex safe for all, and your insights, recommendations and comments will assist us in doing just that. They also allow us to evaluate our current policies and procedures and determine where we can make changes to improve our service to the community. To that end, we have established various focus groups and tasked Division Commanders with reviewing each result and comment, to not only identity opportunities for improvement, but also sustain those areas where expectations are being met. The Apex Police Department is committed to continuous improvement and this is but one method by which we do so. Again, thank you for being a part of this process. Respectfully, The Apex Police Department 26