The Greater Manchester Police training experiment. Paul Quinton Chicago Forum on Procedural Justice & Policing 21 March 2014

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1 The Greater Manchester Police training experiment Paul Quinton Chicago Forum on Procedural Justice & Policing 21 March 2014

2 The College of Policing Protect the public & support the fight against crime by ensuring professionalism in policing Objectives: Protect the public interest Set & enhance first-class national standards of professionalism to ensure excellence in operational policing Identify evidence of what works in policing & share best practice Support the education & professional development of police officers & staff Enable & motivate staff & partners to work together to achieve a shared purpose Recently designated by Government as the What Works Centre for Crime Reduction

3 Our starting point Perceived risk of sanction ~ Perceived police effectiveness + Police legitimacy ++ Public cooperation & compliance Perceived police fairness ++ Personal morality +++

4 National trend in victim satisfaction 50 Very satisfied Fairly satisfied Not satisfied Per cent / / / / / / / / / / /12 Source: Crime Survey of England & Wales

5 The evidence on victim satisfaction Myhill 2013 Limited causal evidence of what interventions are effective at improving victim satisfaction However, a large volume of survey research exists on the factors associated with satisfaction Fair treatment & quality of contact appear to be the factors with the strongest effect Other factors have been found to be associated with satisfaction but their effect is less strong Arriving in a time that the victim thinks is reasonable Being seen to carry out some form of investigation Keeping people informed of progress and outcomes A criminal justice outcome to the case

6 The evidence on training practice Wheller & Morris 2010 Systematic search & synthesis of research literature on effective training practice 10 studies reviewed from 1,000+ initial hits Limited evidence from a range of professions Training integrated into routine practice is more effective than traditional classroom teaching at changing behaviour Collaborative CPD found to be effective (self-reflection & peer support were key factors) Simulation training in a clinical context found to be promising

7 Previous PJ interventions Queensland (Mazerolle et al. 2012) Introduction of a standardised script to direct officer conversation with drivers during breath tests Found to have a positive impact on driver satisfaction & likelihood of compliance Chicago (Rosenbaum & Lawrence 2012) New induction program for recruits Included the use of role play scenarios to enable officers to develop personalised scripts Found to have promising but mixed results no impact on attitudes, but a positive effect on videotaped & observed behaviour

8 The GMP training program Designed for response & neighbourhood officers 3 slightly different courses with same focus & content 2 or 3 days in duration (up to 14 hours) The aim of the training was to: provide officers with a range of practical techniques improve their general communication skills enable officers to build a better rapport with victims improve perceive quality of contact Core elements of the program were developed by an independent supplier, but delivered by GMP trainers The use of scripts was considered but rejected: Application to a range of situations? Resistance from experienced officers?

9 The GMP training program An evidence based approach Officers were treated in a procedurally fair way They were given a voice & were listened to Key components: peer group discussions, small group practice, self-reflection & experiential learning Role play scenarios An opportunity to practice skills in a safe environment Erving Goffman & communicative policing? People continually give off information about themselves during social interaction Impression management strategies are used in attempt to manage the flow of information Failure to maintain a front can act as a warning signal and lead to a person being discounted Crucial to the development of an interaction order

10 Communication techniques Technique Link to PJ theory Using first names Respectful treatment Being polite Empathy Respectful treatment Being polite Rapport Giving voice Listening Positive acknowledgements Giving voice Listening Words/ phrases to reconsider Politeness Explaining decisions & process Signposting Giving voice Explaining decisions & process Saying no positively Explaining decisions & process Agreement to go Giving voice Respectful treatment Being polite

11 Role play scenarios Practice A fictional call for service The victim was played by a police trainer A mocked-up lounge with hidden cameras 2 different scenarios: a minor crime/disorder, an undeserving victim & agitated demeanour Reflection Officer was asked to reflect on how the scenario went Observer reviewed the video tape & prepared for debrief Personal feedback The observer discussed the scenario with the officer They (usually) reviewed the video tape together Learning points were highlighted

12 Neighbour dispute scenario Police intelligence The address is known for previous calls about nuisance noise The family is known to be problematic when drunk The victim has a prior conviction for a public order offence Details of the call The victim reports a neighbour came over & shouted abuse at him about playing loud music The neighbour is alleged to have knocked over a table which resulted in the victim s ipod being broken The incident is 2 hours old & the victim has already called back to find out where the police are The victim is frustrated with the delay in the police response feels the police have done nothing due to his reputation wants the neighbour to be locked up reveals he told the neighbour to: F*** off granddad

13 Overall study design Eligible officers N=2,167 Treatment n=359 Trained n=292 Outcomes Random sample n=597 Random assignment Control n=237 Trained n=0 Outcomes Intention to treat analysis all officers assigned to the treatment group were included regardless of whether they were trained or not

14 Equivalence of the two groups Service length Eligible officers (%) Sampled officers (%) Assigned officers (%) Treatment Control 0 to 5 years to 10 years over 10 years Sex Female Male Role Neighbourhood Response Probationer Total number (2,167) (594)* (359) (237) *Details were unavailable for 3 officers

15 1. Officer feedback Short paper based questionnaire All officers who attended training (n=292) Administered immediately at the end of the program To measure their views about the training Response rate = 88% Also Face-to-face interviews with 56 officers & 6 trainers following the training To explore their perceptions of the training, and understand the mechanisms & context of change

16 1. Officer feedback Attitude statement Overall assessment Agree Overall I was satisfied with the training course I attended 68% I developed practical skills on the course that will help me improve the contact I have with victims Attitudes on the classroom-based learning 68% I received helpful feedback in class 87% I learnt something new from the classroom training 74% The classroom activities gave me the chance to practice what I had learnt Attitudes on the scenario-based learning (if completed) 87% I did not feel comfortable taking part in the role-play 39% I thought the role-play was realistic 65% The role-play gave me the chance to practice what I had learnt 82% I received constructive feedback after the role-play exercise 94% I learnt something new from the role-play exercise 78%

17 1. Officer feedback In-depth interviews Most officers tended to think the role play scenarios were realistic & valuable, even some didn t look forward to doing them A small number, however, questioned their value & said they could never approximate the real world Officers were fairly split as to the value of self-reflection Almost all welcome the personalised feedback they received & thought it was provided helpful learning Most thought the program would improve interactions with the public & would help the police deliver a better quality of service

18 1. Officer feedback I m possibly not as good at giving empathy as I was when I started as a PC You just become very much job to job to job being on response The course just brought you back in line again, saying, hang on a minute, just take a bit more time with the people, you know, and just get that empathy with them

19 2. Officer attitudes An online survey administered by GMP Questions designed by the College drawing on previous empirical & theoretical work 69 attitude statements Numbered response scales (1 = strongly agree to 7 = strongly disagree ) Response rate = 81% EFA used to identify 8 outcome scales Mean scores calculated for the 8 scaled variables Differences between the treatment & control were tested using a 2 tailed t-test for independent samples

20 2. Officer attitudes Scaled variable Mean score* Treatment Control Diff Sig R Training Perceived impact of training Quality of service Attitudes towards victims Perceived value of PJ Perceived force priorities tbc tbc Attitudes on service quality Self-reported behaviour Building empathy & rapport Fair treatment Fair decision making Cooperation Perceived public cooperation *Range 1-7 (more=good)

21 2. Officer attitudes Scaled variable Mean score* Treatment Control Diff Sig R Training Perceived impact of training Quality of service Attitudes towards victims Perceived value of PJ Attitudes on service quality Self-reported behaviour Building empathy & rapport Fair treatment Fair decision making Cooperation Perceived public cooperation *Range 1-7 (more=good)

22 2. Officer behaviour Trial participants were asked to take part in a role play exercise about 3 months after the intervention Each participant took part in 1 of 3 new scenarios which were similar to those used in the training program Response rate = 74% The videoed scenarios were dual coded on a blinded basis by the National Centre for Social Research using a coding framework informed by previous studies

23 3. Officer behaviour Scale Mean score* Treatment Control Diff Sig R Quality of interaction A mean score was created for the following variables & group differences tested using a 2 tailed t-test The officer treated the victim with respect The officer was friendly The officer was courteous The officer was reassuring The officer was knowledgeable & competent The officer took control of the situation The officer consistently demonstrated they wanted to help *Range 1-7 (more=good)

24 3. Officer behaviour Scale Mean score* Treatment Control Diff Sig R Quality of interaction A mean score was created for the following variables & group differences tested using a 2 tailed t-test The officer treated the victim with respect The officer was friendly The officer was courteous The officer was reassuring The officer was knowledgeable & competent The officer took control of the situation The officer consistently demonstrated they wanted to help *Range 1-7 (more=good)

25 3. Officer behaviour Officer behaviour Treatment Control χ 2 p phi Overall, rated as good or excellent 48% 22% Empathy at start Acknowledged victim s emotions 28% 17% Empathised with victim s situation 35% 17% Empathy during interaction Acknowledged victim s emotions 41% 28% Empathised with victim s situation 58% 43% Victim support Identified how issue can be dealt with 27% 20% Give victim a choice of options 73% 59% Use of specific techniques Oriented body toward the victim 68% 82% Used body matching 24% 11% Adopted a listening position 94% 91% Said no positively 27% 16% Used positive acknowledgements 77% 72% Used police jargon 16% 15%

26 3. Officer behaviour Officer behaviour Treatment Control χ 2 p phi Overall, rated as good or excellent 48% 22% Empathy at start Acknowledged victim s emotions 28% 17% Empathised with victim s situation 35% 17% Empathy during interaction Acknowledged victim s emotions 41% 28% Empathised with victim s situation 58% 43% Victim support Identified how issue can be dealt with 27% 20% Give victim a choice of options 73% 59% Use of specific techniques Oriented body toward the victim 68% 82% Used body matching 24% 11% Adopted a listening position 94% 91% Said no positively 27% 16% Used positive acknowledgements 77% 72% Used police jargon 16% 15%

27 4. Victim perceptions All forces in England & Wales are required by law to carry out a victim satisfaction survey A random, telephone survey victims of burglary, violent crime, vehicle crime & racist incidents Respondents linked back to participating officers Data period: Jan Jun 2012 (up to 9 months post intervention) 652 victims in total 388 had contact with 189 treatment group officers 264 had contact with 119 control group officers Victims asked a series of statutory & additional questions about their perceptions of, and satisfaction with, contact

28 4. Victim perceptions Scale Treatment Mean score* Control Diff Sig R Procedural justice A mean score was created for the following variables & group differences tested using a 2 tailed t-test The police took the matter seriously Appeared interested in what I told them Listened carefully to what I had to say Made an effort to understand Took my views into account Explained their decisions to me Were polite Treated me fairly Treated me with respect Made me feel reassured *Range 1-7 (more=good)

29 4. Victim perceptions Scale Treatment Mean score* Control Diff Sig R Procedural justice Items in the procedural justice scale: The police Took the matter seriously Appeared interested in what I told them Listened carefully to what I had to say Made an effort to understand Took my views into account Explained their decisions to me Were polite Treated me fairly Treated me with respect Made me feel reassured *Range 1-7 (more=good)

30 4. Victim perceptions The police Strongly agree Treatment Control χ 2 p phi Took the matter seriously 70% 64% Appeared interested in what I told them Listened carefully to what I had to say 68% 60% % 67% Made effort to understand 69% 65% Took my views into account 62% 58% Explained their decision 61% 57% Were polite 78% 76% Treated me fairly 73% 69% Treated me with respect 77% 74% Made me feel reassured 66% 55%

31 4. Victim perceptions The police Strongly agree Treatment Control χ 2 p phi Took the matter seriously 70% 64% Appeared interested in what I told them Listened carefully to what I had to say 68% 60% % 67% Made effort to understand 69% 65% Took my views into account 62% 58% Explained their decision 61% 57% Were polite 78% 76% Treated me fairly 73% 69% Treated me with respect 77% 74% Made me feel reassured 66% 55%

32 4. Victim perceptions Satisfaction with Completely satisfied Treatment Control χ 2 p phi The way you were treated 61% 54% The service provided 47% 46% Scale Willingness to cooperate *Range 1-7 (more=good) Treatment Mean score* Control Diff Sig R Items in the willingness to cooperate scale: Willingly assist the police if asked Report a crime to the police if you were a victim of crime again Provide the police with information to help them find someone suspected of committing a crime Work with the police to solve problems in your local area Report dangerous or suspicious activities to the police

33 4. Victim perceptions Satisfaction with Completely satisfied Treatment Control χ 2 p phi The way you were treated 61% 54% The service provided 47% 46% Scale Willingness to cooperate *Range 1-7 (more=good) Treatment Mean score* Control Diff Sig R Items in the willingness to cooperate scale: Willingly assist the police if asked Report a crime to the police if you were a victim of crime again Provide the police with information to help them find someone suspected of committing a crime Work with the police to solve problems in your local area Report dangerous or suspicious activities to the police

34 50 Very satisfied Fairly satisfied Not satisfied / / / / / / / / / / /12 Per cent

35 Conclusions The training program worked! Consistent, positive impact across a range of outcomes Officer attitudes & behaviour Victim perceptions of procedural justice No impact on satisfaction or willingness to cooperate Limited scope for improvement Unlikely to see change in the short term The influence of other factors (e.g. follow-up) A general shift in officers approach rather than use of specific communication techniques? An entry point into the procedural justice model? Potential for a bigger impact for more confrontational encounters?

36 Thank you Tel

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