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13 Crim. Just. Pol'y Rev. 3 (2002)

handle is hein.journals/cjpr13 and id is 1 raw text is: Gauging Employee Familiarization With Mission: A Qualitative Review of Service Delivery Attitudes Richard C. Lumb State University of New York at Brockport Kenneth Miller Charlotte-Mecklenburg Police Department This article examines employee understanding of values, mission, goals, and result- ing service delivery within the framework of community-policing. In a quasi-military structure, it is often assumed that once the chief sets the direction, all employees will comply in their behavior and actions. Change in organizational structure, aptly illus- trated by the implementation of community-policing, disrupts core practices and is traumatic to many employees. Determining employee understanding, core beliefs, and readiness for a new program is an important first step to sustained change. Jumping into a new program andproviding employees with a single one size fits all training program is not sufficient. This study examined employees' perceptions regarding community-policing as practiced by their respective agencies. Focus group sessions were conducted infourpolice or sheriff agencies, separating each group by its rank or position. Outcomes of this study disclosed variations of definition, mean- ing, application, and practice expectations, stratified by rank or position in the departments studied. In the field of policing, there is a tendency to believe that employees are in synchronous agreement with the chief of police regarding matters of mis- sion, goals, and service delivery. The reality of this phenomenon may lie far from that belief, as individual staff members are more likely to harbor a vari- ety of views and understanding of their work that differs from their col- leagues. Using the vernacular of the police profession, conversations lead one to believe that there is group consensus; however, were careful investi- gation to take place, it would reveal the existence of multiple perceptions surrounding a single common issue. Each individual, although able to voice the expected response that signals safety from rebuke, holds within his or her mind a set of beliefs and values that may or may not agree with the group Criminal Justice Policy Review, Volume 13, Number 1, March 2002 3-20 © 2002 Sage Publications

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