First Point of Contact: Can Procedural Justice Be Applied by Emergency Calltakers?


 Emergency calltakers are the first point of contact for community members requesting police services. In the current period of demands for reform in the criminal justice system, where do these calltakers fit? Prior research indicates that emergency calltakers and dispatchers play a significant role in the criminal justice response, prompting reformers to examine whether justice improvements might be achieved through this group. One area of reform—procedural justice training for emergency calltakers—often applied to direct officer–citizen interactions—has been suggested as a possible avenue for improving the justice system’s legitimacy. Drawing from insights gained through a systematic observation study of police calltakers and dispatchers, this policy analysis raises questions and caveats about applying procedural justice concepts to calltaking.