Policing Domestic Abuse: Are They Listening? Assessing Active Listening in Police Response to Domestic Abuse Callouts Through Structured Observation of Body-worn Video

Abstract

Abstract Purpose This research investigated the use of active listening skills (ALS) by frontline police officers at domestic abuse (DA) calls and its effect on case outcomes. Two out of every five calls to police in England and Wales relate to DA. Despite the strengthening of legislation and policy, charge rates and victim satisfaction remain low. This research explores the role active listening plays in the effectiveness of the police response to DA by seeking to answer the following research questions: What is the general level of ALS employed by uniform officers responding to DA callouts in Surrey Police? Does the use of ALS by police when speaking to a DA victim at a callout improve the outcome of that investigation? Methods A retrospective correlation study was undertaken using structured observation of police body-worn video. N = 40 video clips from DA incidents were viewed, and active listening behaviours displayed by the officers were scored. Scores were compared to offence outcomes using binary logistic regression. Results The mean active listening score was low. No correlation was found between active listening scores and either the victims giving a statement, or the case being solved. Rates of solved outcomes, statements and active listening scores were all low. Conclusion This research indicates low levels of active listening skills among officers. Due to these low levels, and poor overall outcomes, the impact of ALS on outcomes was difficult to determine. The wider implications of poor listening skills on police performance and culture are discussed.