'Putting Yourself in Others' Shoes'-
KW's approach to
complaints prevention
Since it was established in 2008, the Kowloon West Complaint Prevention Committee (KWCPC) has been endeavouring to disseminate complaints prevention messages to officers in KW Region.
In an effort to raise awareness of complaints prevention and reduce avoidable complaints, Emergency Unit KW has produced for training purposes a video based on real life scenarios. The video clip depicts that a citizen makes a report after witnessing a traffic accident but the resulting delays make the reporting an unpleasant experience for the citizen. The video concludes by highlighting the message of 3Ps, namely professionalism, passion and pride, and encourages officers to apply the empathy concept of "Putting Yourself in Others' Shoes" in providing quality services.
Officers' views
Some officers have expressed their views after watching the training video. Officers from Happy Valley Division find that the video really reflects real life scenarios. In their views, police officers have to enhance their professionalism amid rising public expectations. Moreover, police officers should be patient when explaining police procedures so as to avoid misunderstanding. They also consider public support the key to success for police work.
For officers from Yuen Long Division, the video would enhance their professional sensitivity and awareness of complaints prevention. The officers believe they are capable of projecting the Force's image in good light, thereby reducing avoidable complaints and improving service quality.
The KWCPC has adopted "Putting Yourself in Others' Shoes" as the theme for its complaints prevention strategy in 2012/13. During a KWCPC meeting in May, a member of the Independent Police Complaints Council endorsed the theme and complimented KWCPC's contribution to complaints prevention.
KWCPC's efforts
appreciated
Assistant Commissioner (Service Quality) Peter Morgan highly appreciates the efforts of the KWCPC in raising awareness of complaint prevention and promoting a culture of service quality. After establishment of the Force Committee on Complaint Prevention in 2010, plus the support by Formations, different Regional CPC had come up with good projects, EU KW's video being a good example, he said.
It is expected that more quality projects will be in the pipeline and that the e-library of Complaints Against Police Office is a designated databank for collating and sharing the projects produced by Regional CPC.
The
video
clip
is a useful material for Training Day