Policy Text
University of California, San Francisco
Police Department General Orders
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6.4 Public Information and Community Relations
6.4.1 2 Community Interaction and Feedback (Issued: 5/29/25 )
A. Purpose and Scope
1. The purpose of this policy is to comply with the U C Office of the President’s
Community Safety Plan and to recognize the role that public confidence plays in
the UCSF Police Department’s relationship with the community. Accountability
plays a significant role in building public trust and confidence, as does giving the
community a means of providing timely feedback on the services it receives from
the Police Department.
2. Through soliciting and considering community feedbac k on police interaction s, the
Department can better align its services with community expectations a nd values
and strive to maintain a climate of equity and justice , in alignment with inclusive
excellence.
3. To enable feedback and encourage engagement , it is important for community
members who come into contact with Department personnel to know the name and
contact information of the person(s) they interacted with , the reason for the contact
and h ow they can provide feedback on the interaction .
4. The De partment’s feedback survey ha been designed to identify areas in which the
UCSF Police Department is performing well , as well as areas in which there are
opportunit ies to improve.
a. The survey is designed to be easy to access and take just a few minutes to
complete .
b. Survey data will be used to help drive continuous improvement s, in
response to the value sand needs of the diverse Campus community.
5. Using community feedback, the UCSF Police Department can gain valuable insight
into how to imp rove community service and increase public support for police
operations.
B. Policy
1. It is the policy of the U CSF Police Department to offer community members
multiple ways to provide real -time feedback on the services they receive from
Department perso nnel, including the use of :
a. A system linked to the Computer -Aided Dispatch (CAD) system and
Records Management System (RMS) that automatically sends a survey to
community members who have contact ed the Department for services
b. Contact cards printed with a QR code that links users to a feedback survey
c. Signage posted , in lobby areas of building with a UCSF Police Department
security desk, displaying a QR code providing a direct link to the feedback
survey
d. A link to an online survey tool posted on the UCSF Police Department web
site
University of California, San Francisco
Police Department General Orders
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e. A UCSF Police Department Customer Satisfaction Survey distributed to
community members who contact the Department via mail or email .
2. Whe rever possible, feedback surveys will be used to measure or collect information
on the:
a. Nature of the contact
b. Level of satisfaction with the contact
c. General feeling of safety and security on the UCSF Campus
d. Any additional comments.
3. Per the UC Safety Plan, Part II, Section 1.5, “ Except in urgent or e merging crises
where i t poses a safety risk, all campus safety service providers will proactively
provide their name, contact information [and] reason for stop or call response , and
prior to the conclusion of the contact, will confirm how feedback can be s ent.”
C. Collecti ng Feedback
Public feedback will be collected through the following means:
1. SPIDR Tech Survey
The Department utilizes SPIDR Tech software to automatically send a survey to
anyone involved in an y incident receiving an Incident Number. Individuals can use
the survey to send immediate, direct feedback to the Department about their
experience with Depa rtment personnel , helping to increas e accountability and
encoura ge service excellence .
2. Contact Cards
a. UCSF Police Department police officers and security personnel will
proactively distribute UCSF Police Contact Cards to members of the public
they interact with for more than a few minutes if they will not automatically
receive a SPIDR Tech survey. Specifically, a Contact Card shall be given
for any interaction lasting more than a few minutes that do es not involv e
commun ication with an ECC dispatcher . For example , an officer making a
traffic stop or a PSA/HSA provid ing assistance that is beyond the scope of
his/her normal duties would offer a Contact Card.
(1) The Contact Card should include the Department member’s name
and contact information , along with the QR code linking the user to
an online customer satisfaction survey and how to pro vide feedback
to the Department by telephone, by email or on the UCSF Police
Department website.
(2) The Department memb er shall document the interaction in CAD ,
including :
(a) Demographics of the community member(s) (i.e., a pparent
age, gender and ethnicity )
(b) Date and time of the interaction
(c) Reason for the interaction
(d) Outcome of the interaction, including that a Contact Card
was given.
University of California, San Francisco
Police Department General Orders
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b. Officers and security personnel are not require d to provide a contact card
when, in the employee’s judgement, providing a contact card would
jeopardize the employee’s safety or the safety of the public . Contact cards
also