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interoffice MEMORANDUM Date: May 17, 2000 To: Chief Wood From: Karen Rub SUBJ: CUSTOMER ERVICE The Roseville Police Department is committed to community policing-not only on the street but in the front office as well. When candidates are interviewed for police department front office positiins, proficiency in dealing with customers is sought for and stressed. In fact, it is the primary area of responsibility of all employees in the front office. Front office employees are required to be courteous and helpful to all customers-whether customers contact the police department by phone or in person. It is not unusual for a police department to have customers who come to or call the station on a regular basis with often unreasonable requests or what they consider to be valuable or "hot" tips. We, at the RPD, treat these "regulars" with respect and listen to what they have to say. Front office staff have been taught that the customer is priority, and there is no excuse to be rude; however, the front office staff is not expected to tolerate personal attacks or vulgar language. If a customer should become that difficult, and it does happen, front office staff are instructed to get the administrative analyst or the deputy chief to help them. Should a customer become extremely agitated, front office staff know to call Dispatch and have an officer brought in to talk with the customer. Even though front counter hours are clearly posted to be Monday through Friday, 8:0,0 a.m. to 4:3�J p.m., employees of the Roseville Police Department regularly assist customers who wme to the window "after hours." The Roseville Police Department does charge $5.00 for a copy of a police report. Charging for copies of police reports is a standard police procedure. Please note that the Maplewood Police Department charges $10.00 for a report, the New Brighton PD charges 88.00, the St. Paul PD charges 88.00, the Ramsey County Sheriffs Office charges $5.00, the Brooklyn Park PD charges $5.00, and the Bumsville PD charges $8.00. Arrest records are Indeed public data as stated by MN Statute 13. But, the Statute also states that information regarding a juvenile is private and shall not be made available to the public. That same Statute also states that arrest data is private while the case is still under investigation. I am aware that Mr. Don Dame appeared before the Roseville City Council on May 8, 2000, and made a formal complaint about the quality of customer service he received from the Roseville Police Department. I further understand that Mr. Dame stated that the Department is in violation of Minnesota law by not releasing an arrest report to him on April 2Q, 2000. I first met Mr. Dame the afternoon of April 19, 2000. Mr. Dame came to the front counter of the police station at 4:40 p.m. Even though the front window was closed, Mr. Dame was repeatedly offered the opportunity to receive assistance from the Roseville Police Department and Dispatch.