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The following scenarios provide examples of processes performed by agency call center personnel, investigators, and case managers. Your agency may follow a different process according to its business requirements.
A police department dispatcher receives a call from a local citizen who wants to report a disruptive gathering at a nearby home. The operator creates an incident report and assigns an incident investigator.
The police department dispatcher receives a second call from an anonymous caller reporting gunshots near the location of the earlier disturbance. The dispatcher creates a second incident report, and then, based on information provided by the caller, creates a suspect record and a group record associates them with the incident. Since the incident involves a potential threat to public safety, the dispatcher sends an investigator.
The investigator follows up on the incident, finds several persons have been injured, and determines that the incident should be escalated to a case. From the incident record, the investigator creates a case record and attaches several digital photos from the crime scene to the case record. He records the activities that he completed while on the scene, and adds a public note sharing details gained from interviews with his team, and then adds a private note based on an unverified tip.
The investigator queries his team's open caseload for other cases associated with the same group. He finds several other cases which are being worked by another team member. The investigator associates his case with those of the team member. The two investigators confer to decide which of them should be listed as the primary investigator for the case.
A senior detective with a municipal police department is investigating a local gang in connection with a series of homicides. He receives word from a colleague that a suspect in a recent shooting incident may have ties to the gang that the detective is investigating. The detective reviews the shooting case and notes that witnesses identified the suspect using an obvious alias. The detective searches the suspects database for the alias and finds a match, confirming that an individual using the alias and matching the suspect's description, is associated with a gang believed to be involved in several shooting cases.
The detective accesses the gang's group record and reviews the hierarchy to determine the relationship that the suspect has with other gang members. He finds that one of the suspect's subordinates was a previous shooting victim. The detective uses an informant to gather additional information, placing the suspect at the recent incident at the time of the shooting. The detective determines that the suspect may have had a motive and the opportunity to commit the previous night's crime. The investigator updates the suspect record with the activities he has performed and the notes he has gathered, and then generates a Case Overview Report about the shooting investigation to use in requesting a warrant for the suspect's arrest.
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