Constrained Gatekeepers of the Criminal Justice Footprint: A Systematic Social Observation Study of 9-1-1 Calltakers and Dispatchers

References

• Antunes, G., & Scott, E. J. (1981). Calling the cops: Police telephone operators and citizen calls for service. Journal of Criminal Justice, 9(2), 165–179. doi:10.1016/0047-2352(81)90020-9
   Google Scholar
• Bayley, D. H. (1998). What works in policing. New York, NY: Oxford University Press.
   Google Scholar
• Berman, G. (2019, April 4). Reducing the justice footprint: How three NYC programs improve fairness. The Crime Report.
   Google Scholar
• Chaiken, J. M., & Larson, R. C. (1972). Methods for allocating urban emergency units: A survey. Management Science, 19(4-part-2), P110–130. doi:10.1287/mnsc.19.4.P110
   Web of Science ®Google Scholar
• Commission on Law Enforcement and Administration of Justice. (1967). The challenge of crime in a free society: A report by the President’s Commission on Law Enforcement and Administration of Justice. Washington, DC: Government Printing Office.
   Google Scholar
• Dawson, L. J. (2019, October 11). Taking the cops out of mental health-related 911 rescues. Kaiser Health News. https://khn.org/news/taking-the-cops-out-of-mental-health-related-911-rescues/
   Google Scholar
• Flippin, M., Reisig, M., & Trinkner, R. (2019). The effect of procedural injustice during emergency 911 calls: A factorial vignette-based study. Journal of Experimental Criminology, 15(4), 651–660. doi:10.1007/s11292-019-09369-y
   Web of Science ®Google Scholar
• Garcia, A. C., & Parmer, P. A. (1999). Misplaced mistrust: The collaborative construction of doubt in 911 emergency calls. Symbolic Interaction, 22(4), 297–324. doi:10.1525/si.1999.22.4.297
   Web of Science ®Google Scholar
• Geller, A., Fagan, J., Tyler, T., & Link, B. G. (2014). Aggressive policing and the mental health of young urban men. American Journal of Public Health, 104(12), 2321–2327. doi:10.2105/AJPH.2014.302046
   PubMed Web of Science ®Google Scholar
• Gillooly, J. (2020). How 911 callers and call-takers impact police-civilian encounters: The case of the Henry Louis Gates Jr. arrest. Criminology & Public Policy, 19(3), 787–804. doi:10.1111/1745-9133.12508
   Web of Science ®Google Scholar
• Gilsinan, J. F. (1989). They is clowning tough: 911 and the social construction of reality. Criminology, 27(2), 329–344. doi:10.1111/j.1745-9125.1989.tb01035.x
   Web of Science ®Google Scholar
• Henning, K., Stewart, G., Kahn, K., Peterson, C., Renauer, B., Mitchell, R., … Sothern, S. (2017). Portland’s neighborhood involvement locations project (Final Report). Portland, OR: Criminal Justice Policy & Research Institute, Portland State University.
   Google Scholar
• Johnson, R. R., & Rhodes, T. N. (2009). Urban and small town comparison of citizen demand for police services. International Journal of Police Science & Management, 11(1), 27–38. doi:10.1350/ijps.2009.11.1.107
   Google Scholar
• Kessler, D. A. (1993). Integrating calls for service with community- and problem-oriented policing: A case study. Crime & Delinquency , 39(4), 485–508. doi:10.1177/0011128793039004005
   Web of Science ®Google Scholar
• Lang, L. (2019, August 27). Prosecutors need to take the lead in reforming prisons. The Atlantic. Retrieved from https://www.theatlantic.com/ideas/archive/2019/08/urgency-prison-reform-and-what-prosecutors-can-do-about-it/596884/.
   Google Scholar
• Leeney, D. G., & Mueller-Johnson, K. (2012). Examining the forensic quality of police call-centre interviews. Psychology, Crime & Law, 18(7), 669–688.
   Web of Science ®Google Scholar
• Lum, C. (2011). The influence of places on police decision pathways: From call for service to arrest. Justice Quarterly, 28(4), 631–665. doi:10.1080/07418825.2010.526130
   Web of Science ®Google Scholar
• Lum, C., & Koper, C. S. (2017). Evidence-based policing: Translating research into practice. Oxford, UK: Oxford University Press.
   Google Scholar
• Lum, C., Koper, C. S., Wu, X., Johnson, W., & Stoltz, M. (2020). Examining the empirical realities of proactive policing through systematic observations and computer-aided dispatch data. Police Quarterly, 23(3), 283–310. doi:10.1177/1098611119896081
   Web of Science ®Google Scholar
• Manning, P. K. (1988). Symbolic communication. Boston, MA: Massachusetts Institute of Technology Press.
   Google Scholar
• Maxfield, M. G. (1982). Service time, dispatch time, and demand for police services: Helping more by serving less. Public Administration Review, 42(3), 252–263. doi:10.2307/976012
   Web of Science ®Google Scholar
• Mazerolle, L., Rogan, D., Frank, J., Famega, C., & Eck, J. E. (2002). Managing citizen calls to the police: The impact of Baltimore’s 3-1-1 call system. Criminology & Public Policy, 2(1), 97–124.
   Google Scholar
• McEwen, T., Ahn, J., Pendleton, S., Webster, B., & Williams, G. (2002). Computer aided dispatch in support of community policing, final report. Alexandria, VA: Institute for Law and Justice.
   Google Scholar
• Meares, T. (2015). Broken windows, neighborhoods, and the legitimacy of law enforcement or why I fell in and out of love with Zimbardo. Journal of Research in Crime and Delinquency, 52(4), 609–625. doi:10.1177/0022427815583911
   Web of Science ®Google Scholar
• National 911 Program. (2017). 2017 National 911 Progress Report. A report of the U.S. Department of Transportation. https://www.911.gov/pdf/National-911-Program-Profile-Database-Progress-Report-2017.pdf
   Google Scholar
• National 911 Program. (2019). 2019 National 911 Progress Report. A report of the U.S. Department of Transportation. https://www.911.gov/pdf/National-911-Program-Profile-Database-Progress-Report-2019.pdf
   Google Scholar
• National Academy of Sciences. (2018). Proactive policing: Effects on crime and communities. Washington, DC: The National Academies Press.
   Google Scholar
• National Research Council. (2004). Fairness and effectiveness in policing: The evidence. Washington, DC: The National Academies Press.
   Google Scholar
• Neusteter, S. R., Mapolski, M., Khogali, M., & O’Toole, M. (2019a). The 911 call processing system: A review of the literature as it relates to policing. New York, NY: Vera Institute of Justice.
   Google Scholar
• Neusteter, S. R., Subramanian, R., Trone, J., Khogali, M., & Reed, C. (2019b). Gatekeepers: The role of police in ending mass incarceration. New York, NY: Vera Institute of Justice.
   Google Scholar
• Orlikowski, W. J., & Gash, D. C. (1994). Technological frames: Making sense of information technology in organizations. ACM Transactions on Information Systems, 12(2), 174–207. doi:10.1145/196734.196745
   Web of Science ®Google Scholar
• Ostrom, E., Parks, R. B., & Whitaker, G. P. (1978). Patterns of metropolitan policing. Cambridge, MA: Ballinger Publishing Company.
   Google Scholar
• Percy, S. L., & Scott, E. J. (1985). Demand processing and performance in public service agencies. Tuscaloosa, AL: University of Alabama Press.
   Google Scholar
• Quattlebaum, M., Meares, T., & Tyler, T. (2018). Principles of procedurally just policing. New Haven, CT: The Justice Collaboratory at Yale Law School.
   Google Scholar
• Reuland, M. (2004). A guide to implementing police-based diversion programs for people with mental illness. Delmar, NY: Technical Assistance and Policy Analysis Center for Jail Diversion.
   Google Scholar
• Sacks, S. R., Larson, R. C., & Schaack, C. (1993). Minimizing the cost of dispatch displays by holding patrol cars in reserve. Journal of Quantitative Criminology, 9(2), 203–224. doi:10.1007/BF01071168
   Google Scholar
• Sampson, R. (2007). False burglar alarms (2nd ed.). Washington, DC: Office of Community Oriented Policing Services, U.S. Department of Justice.
   Google Scholar
• Schaenman, P., Horvath, A., & Hatry, H. (2012). Opportunities for police cost savings without sacrificing service quality: Reducing false alarms. Washington, DC: Urban Institute.
   Google Scholar
• Scott, E. J. (1981). Calls for service: Citizen demand and initial police response. Washington DC: National Institute of Justice.
   Google Scholar
• Shearing, C. (1984). Dial-a-cop: A study of police mobilization. Toronto: Centre of Criminology, University of Toronto.
   Google Scholar
• Shearing, C., & Wood, J. (1997). Toward democratic policing: Rethinking strategies of transformation. In National Institute of Justice, Policing in emerging democracies: Workshop papers and highlights (pp. 29–38). Washington, DC: National Institute of Justice, Office of Justice Programs.
   Google Scholar
• Sherman, L. (2013). The rise of evidence-based policing: Targeting, testing, and tracking. Crime and Justice, 42(1), 377–451. doi:10.1086/670819
   Web of Science ®Google Scholar
• Shively, R. J. (1995). Emergency (911) dispatcher decision making: Ecological display development. In Proceedings of the Human Factors and Ergonomics Society 49th Annual Meeting (pp. 506–510). doi:10.1177/154193129503900914
   Google Scholar
• Sparrow, M. K., Moore, M., & Kennedy, D. M. (1990). Beyond 9-1-1: A new era for policing. New York, NY: Basic Books.
   Google Scholar
• Townsend, M., Hunt, D., Kuck, S., & Baxter, C. (2005). Law enforcement response to domestic violence calls for service. Final report. Cambridge, MA: Abt Associates, Inc.
   Google Scholar
• Tracy, K., & Agne, R. R. (2002). ‘I just need to ask somebody some questions’: Sensitivities in domestic dispute calls. In J. Cotterill (Ed.), Language in the legal process (pp. 75–90). Houndmills, Basingstoke, Hampshire, UK: Palgrave MacMillan.
   Google Scholar
• Tracy, K., & Anderson, D. L. (1999). Relational positioning strategies in calls to the police: A dilemma. Discourse Studies, 1(2), 201–226. doi:10.1177/1461445699001002004
   Google Scholar
• Waddington, P. A. J. (1993). Calling the police. Brookfield, VT: Avebury Publishing Company.
   Google Scholar
• Whalen, M. R., & Zimmerman, D. H. (1990). Describing trouble: Practical epistemology in citizen calls to the police. Language in Society, 19(4), 465–492. doi:10.1017/S0047404500014779
   Web of Science ®Google Scholar
• Whitaker, G. P., Mastrofski, S., Ostrom, E., Parks, R. B., & Percy, S. L. (1982). Basic issues in police performance. Washington, DC: National Institute of Justice.
   Google Scholar
• Worden, R. E. (1993). Toward equity and efficiency in law enforcement: Differential police response. American Journal of Police, 12(1), 1–32.
   Google Scholar
• Zimmerman, D. (1984). Talk and its occasion: The case of calling the police. In D. Schiffrin (Ed.), Meaning, form and use in context: Linguistic applications (pp. 210–228). Washington, DC: Georgetown University Press.
   Google Scholar
• Zimmerman, D. (1992). The interactional organization of calls for emergency assistance. In P. Drew & J. Heritage (Eds.), Talk at work: Social interaction in institutional settings (pp. 418–469). Cambridge, UK: Cambridge University Press.
   Google Scholar