Managing Incidents and Cases

An agent at a call center for a police department receives a call from a local citizen who wants to report a disruptive gathering at a nearby home. She creates an incident report and assigns an incident investigator.

The agent receives a second call from an anonymous caller reporting gunshots near the location of the earlier disturbance. She creates a second incident report, and then, using information that the caller provides, creates a suspect record and a group record and associates these records with the incident. Because the incident involves a potential threat to public safety, she sends an investigator to the crime scene.

The investigator follows up on the incident and finds that several persons are injured. He assigns his work time to the incident, and then decides to escalate the incident to a case. From the incident record, the investigator creates a case record and attaches several digital photographs from the crime scene to the case record. He records the activities that he completed while on the scene, adds a public note sharing details from interviews with his team, and then adds a private note for an unverified tip that he receives.

The investigator queries his team's open caseload for other cases associated with the same group. He finds several other cases that another team member is working on. The investigator associates his case with the team member’s cases. The two investigators confer to decide which of them is listed as the primary investigator for the case.