Incident Intake & Classification Policy

1. Purpose

The purpose of this policy is to establish standardized procedures for receiving, logging, categorizing, and prioritizing incidents. Consistent intake and classification ensure operational efficiency, accurate recordkeeping, and timely response.

2. Scope

This policy applies to:

  • All operational personnel handling incident reporting
  • Supervisors and managers overseeing incident intake
  • Data management staff responsible for logging or tracking incidents

3. Policy Statement

  • All incidents, complaints, or reports must be logged in a standardized format immediately upon receipt.
  • Each incident must be assigned a classification and priority level based on severity, urgency, and operational impact.
  • Personnel must adhere to confidentiality and data protection standards when handling incident information.

4. Incident Intake Procedures

A. Receiving Incidents

  • Incidents may be received via:
    • Phone or radio
    • Email or reporting portal
    • In-person submission
    • Third-party notifications (law enforcement, agencies, or community members)
  • Personnel receiving incidents must:
    • Record the date, time, and source of the report
    • Capture detailed information, including involved parties, location, and nature of the incident
    • Ensure completeness and accuracy of initial information

B. Logging Incidents

  • All incidents must be entered into the official Incident Tracking System within 24 hours of receipt
  • Logs must include:
    • Reporter information (if applicable)
    • Incident type and category
    • Assigned priority level
    • Relevant notes and initial observations
  • Incomplete or inconsistent logs must be corrected promptly by supervisory review

5. Incident Classification

Incidents shall be classified based on standardized categories:

  • Type: e.g., Theft, Assault, Vandalism, Safety Concern, Public Complaint, Suspicious Activity
  • Severity: Low, Medium, High, Critical
  • Operational Impact: Immediate response required, Monitoring, Referral to another agency, Documentation only

Classification ensures proper resource allocation, response prioritization, and reporting accuracy.

6. Priority Assignment

Priority levels guide response urgency:

  • Critical: Immediate operational intervention required; public safety at risk
  • High: Rapid attention needed; significant operational or reputational impact
  • Medium: Requires timely action; moderate impact
  • Low: Minimal operational impact; may be monitored or documented for trend analysis

Personnel must document rationale for assigned priority.

7. Supervisor Oversight

  • Supervisors are responsible for reviewing incident logs daily for accuracy and completeness
  • Supervisors may reclassify incidents if initial assessments do not align with operational guidelines
  • Escalation to executive leadership occurs for critical incidents or when procedural questions arise

8. Confidentiality & Data Protection

  • Incident information must be treated as confidential
  • Access is limited to authorized personnel only
  • Sharing of incident information must comply with organizational policies and applicable laws

9. Training

  • Personnel must receive training on incident intake procedures, classification standards, and system usage
  • Refresher training shall occur annually or when system updates or procedural changes are implemented

10. Policy Review

This policy shall be reviewed annually or following major operational changes to ensure efficiency, compliance, and alignment with best practices.