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OUC

Office of Unified Communications
 

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Feedback

As a government agency charged with answering non-emergency and emergency calls for services, the Office of Unified Communications (OUC) strives to provide accurate, expedited, and professional services to the citizens and visitors of the District of Columbia. We value the feedback of the individuals we are privileged to serve to help us achieve the highest standards. By providing us input, both positive and negative, we can recognize our team members where appropriate, and focus our attention on opportunities for improvement when necessary.

If you have feedback for us, OUC encourages you to contact us at [email protected]. You may also mail your feedback to us at: OUC Feedback; 2720 Martin Luther King Jr Ave SE; Washington, DC 20032. Once we receive your feedback, we will provide it to our Office of Special Operations and Investigations. The Office of Special Operations and Investigations investigates complaints against OUC team members.

The Office of Special Operations and Investigations was established by OUC to provide an independent special investigations component into OUC operations, and submit the findings of those investigations directly to the OUC Director. Our Office of Special Operations and Investigations provides objective oversight to promote the effective, efficient, professionalism of OUC programs and services, and to ensure integrity and transparency.

Public confidence is strengthened by ensuring all received feedback is taken seriously, carefully investigated, and reviewed by an experienced team.

Complaint Types

  • Abrupt disconnection
  • Appropriate action not taken
  • Call back not attempted
  • Delayed dispatch
  • Discrimination based on one of the 21 protected classes in DC
  • Extended hold time
  • Event not created
  • Inappropriate language
  • Incorrect address
  • Incorrect dispatch
  • Incorrect information provided
  • Misclassification
  • Not dispatched
  • Policy or procedure not followed
  • Radio policy not adhered to
  • Service standards not followed
  • Updated information not relayed
  • *More than one complaint classification
  • **Miscellaneous complaint classification

Things to Remember When Providing Feedback

The following information is very important as we review your feedback:

  • The number you called from
  • The day, date, and time of the call/interaction
  • The address related to the call/incident
  • License numbers for any vehicles involved in the call/interaction
  • The OUC team member’s name and identification number
  • Witnesses’ names, addresses, phone numbers, and emails
  • Your name, address, phone number, and email so we can follow up with you
  • Any other evidence you feel may be important

We encourage you submit us your feedback as soon as possible so that we can review the feedback, engage with our team as necessary to recognize them or focus their attention on opportunities for improvement.

Feedback process related to complaints

When a complaint is sent for investigation, it is assigned to the Chief of Special Investigations and Operations who may appoint investigating officers as appropriate to assist in the investigation.

The Office of Special Operations and Investigations will review the complaint, and may contact you as the complainant for an interview. If necessary, we may also contact witnesses provided by you. We will review internal OUC records, to include recorded call audio, recorded radio audio, team member computer screen captures, and other relevant information. We may interview the subject team member, and any other OUC team members who may be able to provide relevant information to include but not limited to Assistant Watch Commanders and Watch Commanders.

The Office of Special Operations and Investigations collects and reviews available information. When the investigation is complete, an investigative report is completed. The investigative report includes a summary of the complaint, and details evidence gathered in the investigation. The Chief of Special Operations and Investigations reviews the report and evidence, and makes a determination if the complaint is acknowledged, sustained, or unsustained. The Chief of Special Operations will then contact the individual who made the complaint and submit the Office of Unified Communications findings to the individual. The OUC Director is provided a copy of all investigative reports. If the Office of Special Investigations and Operations sustains a complaint, it will forward information as appropriate to the agency’s Chief Administrative Officer; General Counsel; Office of Professional Standards and Development; and appropriate executive leadership team members with responsibility for OUC team and/or team member involved in the sustained complaint. The Office of Unified Communications continues to consistently develop and train its team members to meet our Agency’s objective. When necessary, OUC takes appropriate human resource action in accordance with our policies and collective bargaining agreement. OUC maintains compliance with the District Personnel Matter, and as a result human resource action remains confidential.

The Office of Unified Communications investigates all complaints received and does not dismiss any complaints or withdraw them once submitted.