Denver’s Citizen/Police Complaint Mediation Program: A Comprehensive Evaluation By

This study evaluates the citizen/police mediation program operated by the Office of the Independent Monitor in Denver, Colorado. The evaluation seeks to answer several research questions concerning officer and complainant satisfaction, the effect of mediation on citizen complaint rates, and case resolution timeliness. Satisfaction rates for officers and complainants who participated in mediation were compared with officers and complainants who had gone through the traditional complaint handling process; a formal internal affairs investigation. Additionally, a sample of officers who participated in mediation were compared with a control group of officers—those who had not participated in mediation—on their citizen complaint rates. A final sample comparing case resolution time among mediation, formal, and informal cases, consisted of those cases received and closed between August 1, 2005 and November 1, 2008. Results showed higher satisfaction rates among both officers and complainants who participated in mediation compared to those who went through the formal investigation process. Also, officers who participated in mediation had statistically fewer citizen complaints and allegations during the post mediation follow-up. Specific allegations of discourtesy and improper procedure decreases significantly for the mediation officers but not the control group officers. Mediation cases were resolved, on average, in 58.7 days, which was statistically less than formal cases at 132.6 days. The significance of this study indicates that mediation is an effective alternative to the formal Internal Affairs investigation process for resolving citizen complaints. Improved satisfaction, fewer citizen complaints, and faster case resolution are achievable with a mediation program