73 Training and Development: Continuous training is crucial to stay updated on laws, procedures, and best practices. Officers often undergo regular training sessions. Community Education: Educating the public about crime prevention, safety measures, and how to report suspicious activity is part of their role. Problem-Solving: Officers engage in problem-solving to address recurring issues in their communities. They collaborate with other agencies and community groups to find solutions. Equipment Maintenance: Ensuring the proper functioning and maintenance of police equipment, vehicles, and technology is part of their responsibilities. Emergency Planning: Participating in emergency response planning and disaster preparedness activities to protect the community during crises. Overall, police officers in the general duty at a police station play a critical role in maintaining public safety, enforcing the law, and building positive relationships with the community they serve. Their work is diverse and often demanding, requiring adaptability and dedication to the well-being of the public.
74 3.5Customer service charter objectives The objective of a Customer Service Charter, also known as a Service Level Agreement (SLA) or Customer Bill of Rights, is to establish clear and transparent expectations and commitments between a service provider (such as a business, government agency, or organization) and its customers or clients. The primary goals of a Customer Service Charter include: Communication of Service Standards: To inform customers about the quality and standards of service they can expect to receive. This includes outlining response times, service hours, and available channels for communication. Mutual Understanding: To ensure that both the service provider and customers have a mutual understanding of what can be expected in terms of service delivery, quality, and performance. Accountability: To hold the service provider accountable for meeting agreed-upon service levels and standards. The Charter typically includes mechanisms for reporting and addressing service failures or discrepancies. Customer Satisfaction: To enhance customer satisfaction by clearly defining the rights and responsibilities of both parties. When customers know what to expect, they are more likely to have a positive experience. Transparency: To promote transparency in service delivery by making service commitments, policies, and procedures readily accessible to customers.
75 Conflict Resolution: To provide a framework for addressing disputes or conflicts between customers and the service provider, including mechanisms for filing complaints and seeking resolution. Continuous Improvement: To encourage ongoing improvement in service quality by setting benchmarks and allowing customers to provide feedback that can inform changes and enhancements. Legal and Ethical Compliance: To ensure that the service provider complies with relevant laws, regulations, and ethical standards in its interactions with customers. Building Trust: To build trust and credibility between the service provider and its customers. A well-executed Customer Service Charter can foster trust by demonstrating a commitment to customer satisfaction and service excellence. Alignment with Organizational Goals: To align the service provider's activities and service delivery with the broader goals and mission of the organization. Overall, a Customer Service Charter serves as a valuable tool for both customers and service providers to establish a framework for effective communication, clear expectations, and the provision of high-quality services. It is a key component of customer-centric approaches to service delivery and customer satisfaction.
76 3.5.1 Customer service charter objectives for PDRM. Government agencies, including law enforcement agencies like the Royal Malaysia Police (PDRM), may indeed have customer service charter objectives or similar documents that outline their commitments and objectives in providing services to the public. These charters are often referred to as "Service Charters" or "Customer Service Commitments." While the specific content and objectives may vary from one agency to another, here are common elements that can be found in such charters: Service Standards: Defining clear service standards, including response times, quality of service, and accessibility, to set expectations for the public when interacting with the agency. Transparency: Providing information about the agency's services, processes, and procedures in a transparent and easily understandable manner. Customer Rights and Responsibilities: Outlining the rights and responsibilities of citizens when seeking services or assistance from the agency. Accessibility: Ensuring that services are accessible to all citizens, including those with disabilities, and providing information on how to access services.
77 Complaint Handling: Detailing procedures for handling complaints, feedback, or grievances from citizens and specifying timelines for resolution. Accountability: Demonstrating the agency's commitment to being accountable for its actions and decisions in the course of its duties. Continuous Improvement: Expressing a commitment to continuously improve service delivery based on feedback and evolving community needs. Legal and Ethical Compliance: Ensuring that the agency operates within the boundaries of relevant laws, regulations, and ethical standards. Community Engagement: Encouraging citizens to engage with the agency, provide feedback, and collaborate on initiatives related to public safety and community well-being. These service charters or customer service commitments are designed to promote transparency, accountability, and a citizen-centric approach to service delivery within government agencies. They serve as a valuable resource for citizens to understand their rights and expectations when interacting with organizations like PDRM. The specific content and objectives of such charters can be tailored to the agency's functions and the needs of the communities it serves.
78 CHAPTER 4: DESCRIPTION OF FUNCTIONAL AREA
78 4.1 Introduction of Functional Area In a business context, a functional area refers to a specific department or division within an organization that focuses on a particular set of tasks, activities, or functions. These areas are responsible for carrying out specific functions essential to the overall operation of the company. Common functional areas in businesses include finance, marketing, human resources, operations, and sales, among others. The introduction of functional areas in an organization is a fundamental aspect of its structure and management. By dividing the company into distinct functional areas, it becomes easier to allocate resources, assign responsibilities, and ensure that each area specializes in its respective function. This organizational approach helps streamline operations, improve efficiency, and facilitate better coordination among teams, ultimately contributing to the company's overall success. 4.1.1 The Functional Area of PDRM The Royal Malaysia Police (PDRM), being a law enforcement agency, encompasses various functional areas to carry out its duties effectively. Here are some of the key functional areas within the PDRM:
79 Law Enforcement: This is the core functional area responsible for maintaining public order, preventing and investigating crimes, and ensuring the safety and security of citizens. Traffic Management: Managing traffic flow, enforcing traffic laws, and ensuring road safety is a significant focus area within PDRM. Criminal Investigation: This area specializes in the investigation of crimes, collecting evidence, and solving cases. Counter-Terrorism: Given the importance of national security, PDRM likely has a dedicated functional area for counter-terrorism efforts. Community Policing: Building positive relationships with the community, addressing local issues, and fostering trust between the police and the public is an important aspect of law enforcement. Internal Affairs: Ensuring the integrity and ethical conduct of police officers falls under this functional area. Forensics: This area deals with collecting and analyzing scientific evidence in criminal investigations. Administration:
80 Handling the administrative and logistical aspects of the police force, such as personnel management, budgeting, and procurement. Training and Development: Preparing new recruits and providing ongoing training for police officers is crucial for maintaining professionalism and competence. Public Relations and Communication: Managing public relations, media interactions, and disseminating information to the public is another key area, especially in today's digital age. These functional areas work together to fulfill the PDRM's mission of safeguarding the public and upholding the rule of law in Malaysia. 4.1.2 The Functional Area of Police Station (Balai Polis Buloh Kasap) The specific functional areas within a smaller police station may differ somewhat from those at a larger law enforcement agency like the Royal Malaysia Police (PDRM). In a smaller police station, the scope of responsibilities and specialization may be more limited due to the station's size and jurisdiction. Here's a more focused description of functional areas you might find in a smaller police station: Patrol and Response:
81 This area is primarily responsible for patrolling the local area, responding to emergency calls, and maintaining a visible police presence. Community Policing: Similar to larger agencies, community policing remains important, focusing on building relationships with local residents, addressing neighborhood concerns, and preventing crime through community engagement. Criminal Investigation: While smaller stations may not have a dedicated investigative unit, officers may still handle basic investigations for local crimes, such as burglaries or thefts. Traffic Enforcement: Ensuring road safety and enforcing traffic laws within the station's jurisdiction. Front Desk and Records: Managing inquiries from the public, processing reports, and maintaining records are vital functions for a smaller station. Figure 24: ‘Kaunter Aduan’
82 Administration: Handling administrative tasks specific to the station, including personnel matters, budgeting, and equipment maintenance. Evidence and Property Management: Managing evidence, lost and found items, and property is crucial for smaller stations, even if on a smaller scale. Public Relations and Outreach: Engaging with the local community, participating in neighborhood meetings, and maintaining positive public relations are still important functions. Figure 25: Public Relations Training and Development: Providing training and ongoing professional development for officers at the station.
83 Figure 26: In-Service Training It's important to note that the specific functional areas in a smaller police station may vary depending on the station's location, resources, and the types of issues it typically deals with in its jurisdiction. Smaller stations often collaborate with larger law enforcement agencies or specialized units when handling more complex or extensive investigations. 4.2 Objective of Functional Area The objectives of functional areas within an organization, whether it's a police department, a business, or any other entity, typically revolve around achieving specific goals and contributing to the overall success of the organization. Here are some common objectives of functional areas: Efficiency: Improve the efficiency of operations within the functional area to maximize productivity and reduce wastage of resources.
84 Effectiveness: Ensure that the functional area is effective in delivering its services or executing its functions, meeting the organization's objectives. Customer/Client Satisfaction: Enhance the quality of services or products provided by the functional area to meet or exceed customer or client expectations. Cost Control: Manage costs within the functional area, striving to operate within budgetary constraints while maintaining quality. Compliance: Ensure that the functional area adheres to relevant laws, regulations, and industry standards. Innovation: Encourage innovation and continuous improvement within the functional area to adapt to changing circumstances and stay competitive. Risk Management: Identify, assess, and mitigate risks that may affect the functional area's performance or the organization as a whole. Resource Allocation: Allocate resources effectively, including personnel, budget, and equipment, to achieve the functional area's objectives. Team Development:
85 Develop and nurture the skills and capabilities of team members to enhance their performance and contribution to the organization. Communication: Establish clear lines of communication within and outside the functional area to ensure information flows smoothly and critical updates are shared. Strategic Alignment: Ensure that the functional area's activities and goals align with the overall strategic direction of the organization. Problem Solving: Address challenges and issues that arise within the functional area promptly and effectively. Data Analysis: Use data and analytics to make informed decisions and optimize processes within the functional area. Customer/Client Retention: Focus on retaining customers or clients by providing exceptional service and building long-term relationships. Sustainability: Incorporate sustainable practices into the functional area's operations, considering environmental and social responsibilities.
86 The specific objectives may vary depending on the nature and purpose of the functional area, but these are some common goals that functional areas aim to achieve to contribute positively to the organization's overall mission and success. 4.3 Structure of Functional Area A functional area structure, also known as a functional organizational structure, is a type of organizational design in which an organization is divided into distinct functional areas or departments, each responsible for a specific set of related tasks, functions, or activities. These functional areas are often organized around the core functions necessary for the organization to operate efficiently and effectively. Key characteristics of a functional area structure include: Specialization: Each functional area specializes in a particular aspect of the organization's operations, such as finance, marketing, production, human resources, or sales. Clear Hierarchy: There is usually a clear hierarchy within each functional area, with employees reporting to a department head or manager who oversees the area's activities. Efficiency: This structure is often chosen for its efficiency in managing and optimizing specific functions. It allows employees to develop expertise in their respective areas.
87 Centralization: Decision-making and authority are often centralized within each functional area. For example, the finance department typically manages financial decisions and budgets. Coordination: Coordination and communication between functional areas are essential to ensure that the organization as a whole-functions smoothly. Cost Control: It can help control costs by centralizing functions like procurement, reducing duplication of effort. Clear Reporting Lines: Employees know to whom they report and understand their roles within their functional area. Common Goals: Functional areas work together to achieve the organization's overall goals, with each contributing its specialized expertise. Hierarchical Structure: The organization may have a traditional hierarchical structure with multiple levels of management within each functional area. It's important to note that while a functional area structure offers many benefits, it can also have drawbacks, such as potential challenges in interdepartmental communication and coordination. This structure is often used in large organizations with complex operations, but smaller organizations may also adopt elements of it to organize their various functions and
88 departments. The choice of organizational structure depends on the organization's goals, size, industry, and specific needs. 4.3.1 Structure of Functional Area of Police Station. Here's an example of how a functional area structure might be organized within a typical police station: Patrol Division (MPV & URB): This division is responsible for patrolling the local area, responding to emergency calls, and maintaining a visible police presence in the community. It includes officers on patrol duty, as well as supervisors and shift commanders. Figure 27: Patrol Division (MPV)
89 Figure 28: Patrol Division (URB) Criminal Investigation Division: This division focuses on investigating crimes that occur within the station's jurisdiction. It includes detectives, forensic experts, and evidence technicians. Figure 29: Criminal Investigation Department Traffic Enforcement Unit: This unit specializes in enforcing traffic laws, investigating traffic accidents, and promoting road safety. It includes traffic officers and accident investigators.
90 Figure 30: Police Traffic Malaysia Community Policing Team: This team works closely with the local community to build positive relationships, address neighborhood concerns, and implement community-oriented policing strategies. Figure 31: Community Policing
91 Front Desk and Records: Responsible for managing inquiries from the public, processing reports, and maintaining records of incidents, arrests, and other police activities. Figure 32: Front Counter
92 Administration and Support Services: This area handles administrative tasks specific to the station, such as personnel management, budgeting, procurement of equipment, and facilities maintenance. Evidence and Property Management: Manages and safeguards evidence, lost and found items, and property related to criminal cases. Training and Professional Development: Provides training and ongoing development programs for police officers to enhance their skills and knowledge. Figure 33: Training and Professional Development. Public Relations and Community Outreach: Engages with the local community, organizes public events, and manages media relations to maintain positive public perception. Internal Affairs Unit: Ensures the integrity and ethical conduct of police officers within the station and investigates any allegations of misconduct. Specialized Units:
93 Depending on the size and needs of the station, there may be specialized units such as K-9 units, SWAT teams, or narcotics units that focus on specific types of incidents or investigations Figure 34: Specialized Units Crime Prevention Unit: Works on strategies to prevent crime, such as implementing neighborhood watch programs and offering crime prevention advice to the community. This functional area structure allows the police station to efficiently manage its various responsibilities, from law enforcement and investigations to community engagement and administrative tasks. Each functional area has a specific role and contributes to the station's overall mission of maintaining public safety and order in its jurisdiction.
94 4.4Job Descriptions A job description is a detailed written statement that outlines the responsibilities, duties, tasks, qualifications, and other relevant information related to a specific job within an organization. It serves as a crucial document for both employees and employers and plays several important roles: Communication: A job description communicates to current and potential employees what is expected of them in their roles. It provides clarity about job responsibilities and helps set performance expectations. Recruitment: When an organization is hiring for a position, the job description is used as a basis for creating job postings and job advertisements. It helps attract candidates who possess the necessary qualifications and skills. Performance Evaluation: Job descriptions serve as a reference point for evaluating employee performance. Managers can use them to assess whether employees are meeting their job requirements and expectations. Training and Development: They provide a foundation for employee training and development plans. By understanding the job requirements, organizations can provide appropriate training to help employees excel in their roles.
95 Legal and Compliance Purposes: Job descriptions can be important for legal and compliance reasons. They help ensure that job roles comply with labor laws and regulations, including matters related to job classification and equal employment opportunities. A typical job description includes the following elements: Job Title: The official title of the position. Job Summary: A brief overview of the job's main purpose and objectives. Key Responsibilities: A detailed list of specific tasks and duties associated with the job. Qualifications: The educational, experiential, and skill requirements for the role. Supervisory Responsibilities: If applicable, information about managing or supervising other employees. Working Conditions: Details about the work environment, including physical demands and any potential hazards. Salary and Benefits: Information about compensation, benefits, and any other incentives related to the position. Reporting Relationships: The position's place in the organizational hierarchy and who it reports to. Date of Creation or Revision: The date when the job description was created or last updated.
96 Job descriptions are living documents that may evolve over time to reflect changes in the organization's needs or the employee's role. They are an essential tool for effective human resource management and are used throughout the employment lifecycle, from recruitment to performance evaluations and career development. 4.4.1 A description of my job if I were a Policewomen Officer. The specific job description for a policewoman (police officer) may vary depending on the law enforcement agency, location, and the officer's rank or specialization. However, here's a general overview of the job responsibilities typically associated with a police officer's role: Job Title: Policewomen Officer Figure 35: Policewoman Officer Outfit
97 Job Summary: A police officer is responsible for maintaining public safety, enforcing laws, and protecting lives and property within their jurisdiction. Key Responsibilities: Patrol: Conduct routine patrols of assigned areas to deter and detect criminal activity, respond to emergencies, and ensure public safety. o I, along with constable Nur Dalila, have been assigned to guard the Sector B1 area, which is the area under the administration of the Buloh Kasap Police Station. Visits should be made 2 times per week and 8 times per month. Community Engagement: Build positive relationships with the community by attending community meetings, addressing concerns, and participating in community policing initiatives. o I followed the Chief of Police Station (OCS) Sergeant Mejor Mastika to attend a community meeting held by the village head at Taman Suria Buloh Kasap. A meeting to discuss the development of residents in Taman Suria, the financial budget and the crime problem in the park.
98 Emergency Response: Respond to emergency calls, accidents, and incidents, providing first aid, traffic control, and assistance as required. o When I was on duty at the Complaints Desk, I received an emergency call about a traffic accident at the Buloh Kasap Foundation Park traffic light intersection involving (3) cars. I am responsible for immediately contacting the 24-hour standby police officer, Segamat IPD Traffic Branch Investigation Officer, Segamat DCC and Ambulance Figure 36: Traffic Accident Crime Prevention: Actively engage in crime prevention efforts, such as conducting property checks, educating the public about crime prevention, and participating in neighborhood watch programs. o In an effort to prevent crime, I have been assigned Meet n Greet, Sector Visit, Amanita Patrol and safe house campaign monitoring. These various patrol assignments are aimed at maintaining the safety of the community and showing the presence of the police in the community. We also distribute templates containing advice, phone numbers of police
99 stations for reference and cooperation of the people in channeling information to combat crime in the country. Figure 37: House Campaign Monitoring o The Safe House Campaign aims to keep the house safe when returning home. Get the return form at the nearest police station (fill it and return it at the Police Station) or download the VSP (Volunteer Smartphone Patrol) application online. Figure 38: Example of Safe House Campaign form
100 Figure 39: Register VSP (Volunteer Smartphone Patrol) Report Writing: Complete detailed and accurate reports on incidents, investigations, and interactions with the public. o When working at the Complaints Counter, every officer on duty has to carry out the responsibility of taking all the reports that the customer wants to make without any rejection. Any report must accurately record the time of the incident, the date, and the place of the incident. Relevant reports should be sent directly to any relevant parties. If a criminal investigation is required, the Criminal Investigation Officer on duty must be notified immediately. Figure 40: ‘Kaunter Aduan’
101 Traffic Control: Enforce traffic laws, conduct traffic stops, and investigate traffic accidents to ensure road safety. o As a general duty officer, I was assigned to carry out roadblocks. I will carry out the task together with other police officers in police Operation uniforms and firearms. Roadblocks are done for the purpose of safety checks. Figure 41: Task Briefing Figure 42: Roadblock Duty
102 Conflict Resolution: Mediate disputes, diffuse tense situations, and use conflict resolution skills to maintain order. o It is common for civilians to come to the Police Station to resolve their fighting problems. Smart Police Officers have the skills to deal with conflict to maintain order. Conflict resolution management skills are soft skills that not everyone has. The ability to manage and resolve conflicts is one of the qualities of leadership. Public Safety: Provide assistance during natural disasters, public events, and other emergencies, ensuring public safety and order. o Every year Segamat is hit by natural disasters like flooding. I also had the opportunity to gain experience and participate in a relief mission after the flood disaster. In addition to floods, hurricanes cause fallen trees and damage to residential areas. All this requires the help of the police and various other agencies. Figure 43: Flood Monitoring
103 Training: Participate in ongoing training and professional development to stay current with law enforcement techniques, laws, and regulations. o various in-service training provided by the team. Officers must attend/participate in every organized training. Qualifications: High school diploma or equivalent (some agencies may require higher education). Completion of a police academy training program. Passing a background check, including a criminal history check. Possession of a valid driver's license. Physical fitness and ability to meet departmental standards. Excellent communication and interpersonal skills. Please note that the specific job duties and requirements may vary based on the jurisdiction and the police department's policies and procedures. Additionally, there may be opportunities for specialization in areas such as K-9 handling, SWAT, narcotics investigation, and more, each with its own set of responsibilities and training requirements.
104 4.4.2 Other Duties 1) Lock-Up Sentry Duty As a Policewomen Officer assigned the role of taking care of female prisoners in a lock-up or temporary detention facility, my primary responsibility is to ensure the safety, security, and humane treatment of female detainees while they are in police custody. Here's a description of my role and the tasks I perform: Intake and Processing: When a female arrestee arrives at the detention facility, I am responsible for the intake process. This involves recording personal information, conducting searches for contraband or weapons, and documenting any injuries or medical conditions the detainee may have. The arrest process starts from the Escort Police. Usually, the prisoner's handcuffs will be opened. I will ask her to remove all his possessions for me to keep and make notes. The catch will be registered. Next, I have to inform the Police Chief of the Station. Communication: I maintain open and respectful communication with female detainees, informing them of their rights and the booking process. I also address any immediate concerns or needs they may have, such as medical attention or contacting family members. Search Procedures: While ensuring privacy and dignity, I conduct necessary searches to prevent the introduction of contraband into the detention area. Female officers are typically assigned to search female detainees to respect their modesty and maintain gender sensitivity.
105 I will check the detainee's body to ensure that there are no prohibited or dangerous items to be brought into the lock-up. The process of examining the body is done in a closed dressing room. Then the prisoner will copy the clothes and will wear special clothes for prisoners. Supervision: Throughout the detainment period, I continuously monitor the behavior and well-being of female prisoners. This includes ensuring their safety and preventing any altercations or disturbances within the holding area. I have to visit, monitor the detainees in the lock-up to ensure that the detainees are always in good condition and under control. I also have to record each one-hour visit in the station diary. Apart from that I also need to see the CCTV monitoring every movement of the prisoner. Medical Care: If a female detainee requires medical attention, I arrange for a qualified medical professional to assess and treat them promptly. Ensuring access to necessary healthcare is a critical aspect of my role. When a prisoner complains of illness. I will report this matter to the Police Chief of the Station to receive further instructions. Usually, the escort officer will be contacted to take the patient to receive treatment at the hospital. I will remove the prisoners from the Lockup and the movements of the prisoners must be recorded in the Station Diary as well as the prisoner's entry and exit report.
106 Legal Rights: I ensure that female detainees are aware of their legal rights, including the right to remain silent and the right to legal representation. I facilitate access to legal counsel if requested. Food and Hygiene: I oversee the provision of meals and access to basic hygiene facilities, including restroom facilities and personal hygiene items, to maintain the dignity and well-being of detainees. Each prisoner's food has been specially supplied from a food supplier who has a contract with the IPD Management Department. Once the food is received from the supplier, I will check the food and record the food menu in the station diary. Record Keeping: Accurate documentation of all interactions, incidents, and detainee information is essential. This includes maintaining custody records and logs, which may be required for legal or administrative purposes. In my Lock-up sentry assignment I was provided with various documents for the prisoners. In addition to the station diary, there are various log books, inmates' entry and exit lists, food books, bail files, officers' visit books, inmates' daily registers, remand files and others. Transportation: If female detainees need to be transported to court or other facilities, I ensure their safe and secure transport while adhering to established protocols. Security: Maintaining the security of the detention facility is a paramount concern. I collaborate with other officers to prevent escapes, disturbances, or any unauthorized access to the holding area.
107 Crisis Management: In the event of emergencies or crises within the facility, such as medical emergencies, fights, or disturbances, I am trained to respond swiftly and effectively to ensure the safety and well-being of all detainees and staff. Training and Professional Development: As a dedicated officer, I continually update my skills and knowledge through training and professional development opportunities to stay current with best practices and legal regulations related to detainment procedures. In performing my role as a female police officer responsible for female prisoners, I strive to balance the duty of maintaining security and upholding the law with a commitment to treating detainees with respect, dignity, and compassion, ensuring their rights are protected while in custody. This role demands professionalism, empathy, and a dedication to upholding the highest standards of law enforcement ethics. Figure 44: Lock-up
108 2) Amanita Squad Figure 45: Amanita Logo The Royal Malaysian Police (PDRM) has established a special unit known as AMANITA in an effort to obtain information related to unreported criminal activities among the community. It is one of the initiatives under the "National Blue Ocean Strategy (NBOS)" with the aim of making housewives friends of the police through "Engage Housewives in Neighborhood Safety" in an effort to reduce crime rates in their neighborhoods. A senior female police officer with the rank of Inspector is appointed as a "Peace Lady" in every district across the country to mobilize and coordinate the involvement of women/housewives in this security program. Figure 46: Amanita Petrol
109 3) OCPD Kawad Training ‘Kawad’ training is usually conducted twice a month. This OCPD Kawad Training has a purpose is often conducted for various purposes, but it usually refers to training individuals in the handling, carrying and maintenance of firearms. It aims to ensure safety, efficiency and readiness, which can include security, defense or law enforcement in addition to maintaining a high sense of identity and discipline. Figure 47: OCPD Kawad Training
110 4) Physical Training (PT) Physical training in the police force is usually carried out every week. It is aimed at increasing physical strength, increasing the level of health, endurance, and physical skills to prevent obesity. A policeman who has high skills is through a healthy body. Various fun activities can be done together for example aerobic exercise, walking, running, hiking and others. Figure 48: Physical Training 5) Fatique (Fitik) / ‘Gotong-Royong’ For the community out there, many do not know the responsibilities and duties of a real police officer. Like any other departments, the Police Force is also not exempt from activities such as gotong-royong. What is the connection between the words fitik and gotong-royong?
111 Fitik and gotong-royong carry the same meaning and meaning. This word is often used among PDRM members, who each month set aside time to work together to clean the area of the station or office, including the residences of officers and policemen. As for the "cleaner" service from the contractor appointed by the department, it is not sufficient. This is because it seems as if fake activities have become a culture among PDRM members since the organization of this security force was established some time ago. As mentioned earlier, in the place where I undergo industrial training, this practical activity will also be held according to the schedule that has been planned. Below I have attached a picture when we were carrying out fictitious activities in the Segamat Police Station and IPD area. Figure 49: Briefing before fitik Figure 50: Fitik in the Police Station area
112 6) PERKEP Figure 51: PERKEP Logo PERKEP is a women's organization made up of female police officers and members as well as the wives of PDRM members. The inspiration for the establishment of the Police Family Association or PERKEP for short was born on the basis of wanting women to progress and achieve what has been left behind, with a membership of approximately 80,000 people throughout Malaysia, this association continues to stand strong and steady until today. The role of the Police Family Association (PERKEP) is very large as a backbone in helping police officers and members carry out a task entrusted to them. PERKEP which focuses on the interests of officers and policemen as well as families thus empowering a systematic program to increase the awareness, knowledge of members and children not only help the police work but also maintain happy households and families of policemen. Figure 52: PERKEP IPD Segamat
113 7) PPS (School Liaison Officers) School Liaison Officers (PPS) consist of Senior Police Officers for secondary schools and Junior Police Officers for primary schools. The school liaison officer will monitor the security needs in the school to identify problems and assist in management before and after a crisis occurs. Therefore, a safe school atmosphere can be created. Roles and responsibilities of the School Liaison Officer: Conduct school visits at least once every two weeks. Delivering talks/lectures/dialogues at school. Participating in meetings of the Parents and Teachers Association (PIBG) at the invitation of the PIBG. Conduct periodic inspections as needed together with the school in dealing with student discipline problems. Played a role in the Crime Prevention Club (KPJ) and the Police Cadet Corps. Figure 53: Elementary School PPS
114 4.5 Layout of Functional Area In a Police Station, the functional area layout is typically more streamlined compared to larger law enforcement agencies. Here's a simplified layout of functional areas you might find in a small police station: Front Desk and Reception Area: Responsible for handling inquiries from the public. Receives and processes reports and complaints from citizens. Provides general information and assistance to visitors. Patrol Division: Officers on patrol duty to respond to calls and maintain local law enforcement presence. Supervision by a patrol sergeant or officer-in-charge. Criminal Investigation Unit: Detectives responsible for investigating local crimes. Collecting evidence and conducting interviews. Preparing case reports and coordinating with the prosecutor's office. Traffic and Community Policing: Officers responsible for traffic enforcement and road safety. Community policing officers engage with residents, address neighbourhood concerns, and build relationships.
115 Administration and Records: Handles administrative tasks for the station, including personnel matters and budget management. Maintains records of incidents, arrests, and reports. Evidence and Property Room: Stores and manages evidence, lost and found items, and property related to criminal cases. Ensures the integrity and security of stored items. Training and Professional Development: Coordinates training programs for officers to enhance their skills and knowledge. May include a small training room or area for in-house training. Public Relations and Community Outreach: Engages with the local community, organizes community events, and manages media relations. Promotes a positive image of the police department. Internal Affairs (if applicable): Investigates allegations of misconduct or policy violations by officers. Ensures the ethical conduct of personnel. Supervisor's Office: Office space for the station's supervisor or chief. Responsible for overall station management and leadership.
116 Break Room and Locker Rooms: Provides a space for officers to take breaks, store personal items, and change into uniforms. Interview and Interrogation Room (if applicable): A secure and private room for conducting interviews with suspects and witnesses. Holding Cells (if applicable): Securely holds individuals in custody for short periods before transfer to a larger detention facility. Please note that the layout and organization of a small police station may vary based on the station's size, resources, and specific needs of its jurisdiction. Smaller stations may have limited space and personnel, so functions like evidence management and records keeping may be scaled down compared to larger agencies. 4.6 Work flow or Processes The workflow and processes in a police station for a policeman involve a series of structured and organized activities to fulfill their law enforcement duties. Here's an overview of the typical workflow and processes that a policeman may encounter during a shift: Shift Briefing: Officers start their shifts with a briefing led by a supervisor or sergeant.
117 They receive updates on recent incidents, criminal activity, and community concerns. Shift assignments and specific tasks are allocated. Figure 54: Shift Briefing Patrol and Routine Duties: Officers on patrol duty conduct routine patrols of their assigned areas. They look for signs of criminal activity, traffic violations, and any public safety issues. Interaction with community members, businesses, and pedestrians is common. Emergency Response: When an emergency call comes in, officers respond promptly. They assess the situation, provide assistance, and take appropriate action as required. This may involve medical emergencies, accidents, or criminal incidents. Investigation: If a crime is reported, officers initiate investigations. They gather evidence, interview witnesses and victims, and document the details. Detectives in the Criminal Investigation Unit may take over complex cases.
118 Traffic Enforcement: Officers enforce traffic laws, conduct traffic stops, and issue citations for violations. They may investigate traffic accidents, determine fault, and file reports. Community Engagement: Officers engage with the community, attend neighbourhood meetings, and participate in community policing initiatives. They address concerns, provide crime prevention advice, and build relationships. Report Writing: After each interaction, officers write detailed reports to document incidents, investigations, and arrests. These reports are essential for legal and administrative purposes. Evidence Handling: If evidence is collected during an investigation, officers ensure proper handling, labelling, and storage. Chain of custody is maintained to preserve evidence integrity. Booking and Custody (if applicable): Officers may arrest individuals and bring them to the station for processing. Booking involves recording personal information, taking fingerprints, and documenting charges. Briefing and Shift Handover: At the end of their shifts, officers attend a debriefing and shift handover.
119 They inform the incoming shift of any ongoing investigations or important information. Training and Professional Development: Officers may participate in ongoing training sessions to improve their skills and knowledge. Training may cover topics such as firearms proficiency, self-defence, and legal updates. Public Relations and Outreach: Officers engage in community outreach activities, public events, and educational programs. They maintain positive public relations to build trust with the community. Administrative Tasks: Officers may handle administrative tasks such as updating personal records, submitting time sheets, and attending department meetings. Equipment Maintenance: Officers are responsible for maintaining their equipment, including firearms, vehicles, and communication devices. This workflow provides a structured framework for police officers to carry out their duties effectively while maintaining public safety and order. It's important to note that the specific workflow may vary based on the jurisdiction, department policies, and the nature of the officer's assignment (e.g., patrol, investigations, specialized units).
120 4.7Human Relations, Communication and Motivation The context of assignments carried out by the police department, human relations, communication, and motivation play crucial roles in ensuring effective law enforcement and maintaining positive relationships with the community. Here's how these elements are relevant: Human Relations: Community Engagement: Police officers need strong human relations skills to engage with community members effectively. Building trust and positive relationships with the community is essential for gathering information, solving crimes, and preventing criminal activity. Conflict Resolution: Officers often encounter tense or volatile situations. Human relations skills are vital for deescalating conflicts, diffusing potentially dangerous encounters, and ensuring the safety of all parties involved. Empathy: Understanding and empathizing with victims, witnesses, and even suspects can help officers connect with people on a human level. This can lead to more cooperative witnesses and a better understanding of the root causes of crime.
121 Communication: Effective Communication: Police officers must communicate clearly and effectively with colleagues, superiors, and the public. They need to convey information accurately in both written reports and verbal interactions. Community Outreach: Communication skills are crucial for organizing and conducting community outreach programs, such as neighborhood meetings, crime prevention workshops, and educational presentations. Officers need to engage and inform the public effectively. Interagency Collaboration: In complex cases or emergency situations, officers often collaborate with other law enforcement agencies, emergency services, and community organizations. Effective communication is vital for coordinating efforts and sharing information. Motivation: Intrinsic Motivation: In law enforcement, intrinsic motivation, such as a sense of duty, justice, and a desire to protect the community, is often a driving force for police officers. Their commitment to these values can help them stay motivated even in challenging situations.