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APD Implements Technology to Hear from Community

Three tools to hear community voices, have informed responses
September 07, 2023

ALBUQUERQUE – Today, the Albuquerque Police Department announced the use of three new tools to give community members the opportunity to share feedback and information with the department. Two of the tools are surveys given to residents and one is a proactive profile that people can create so first responders can have a more informed response to calls for service.

“APD is really focused on listening to community voices and making sure that residents have a clear line of communication with us to share their thoughts with us,” said Chief Harold Medina. “We know that we cannot serve this community without listening to it and developing ways to have informed responses.”

Community engagement is a part of the Court Approved Settlement Agreement (CASA) with the Department of Justice. The paragraphs include creating processes to facilitate communication between APD and community groups, making sure officers understand the issues and know the community members in the geographic areas that they are serving, and using community engagement to proactively fight crime.

SPIDR Tech has been utilized by the department since October 2021 and has received 43,991 responses from individuals who have called 911. These surveys are delivered via text to the phone number tied to a 911 call to measure satisfaction of APD’s response to the call. In July 2023, the survey results included the following:

  • About 2,000 responses
  • 55% of callers interacted with an officer
  • Callers are asked to rate interactions between 1 and 5
    • Satisfaction w/ professionalism of the officer - 4.52
    • Did the officer answer all of your questions even if you did not agree with the outcome – 4.44
    • How safe do you feel living/being in the city of ABQ – 2.62

APD launched the use of ZenCity’s Blockwise surveys in July 2023 and has received 822 responses. These surveys are delivered digitally via social media platform and are targeted at a sample audience that reflects the city’s overall demographics. These surveys measure the public’s perception of safety, fairness, their voice with the department, and transparency. In July 2023, Blockwise surveys yielded the following results:

  • 822 responses
  • Top 3 safety concerns were homelessness, theft/burlary/break ins, and violence
  • 45% of people surveyed said they feel mostly or completely safe

“Having insight about how people are feeling right after an emergency situation is incredibly important for us to know how our dispatch system is working, how the officers are making people feel when they are responding to calls for service and where we need to look at improving what we do, said Deputy Chief JJ Griego. “We also see the value in knowing how people are feeling in their daily lives and can adjust our proactive policing based on the knowledge we gain from these types of responses.”

The newest platform that APD is implementing is Smart911, a database that allows residents to create a profile, enter medical information, provide who’s living at a specific address, and anything else that might be relevant during a call for service. This information will not be available to the department unless a call comes in through our dispatch but with it, officers can provide an informed response. Albuquerque residents interested in creating a profile can do so at or through the Smart911 app.


Atism Society New Mexico said, “Autism Society New Mexico supports initiatives that improve the safety of members of our community. The Smart911 technology is an innovative tool that allows an autistic person or a member of their household to notify law enforcement of their status and needs prior to an emergency so that when a law enforcement officer is called to respond, they are aware of the unique needs of autism community members. Too many times lack of awareness and preparation resulted in tragic outcomes. We are hopeful that autism community members who choose to opt into this system will see constructive and safe conduct while interacting with a law enforcement officer. We are grateful that the Albuquerque Police Department is deploying new methods and technology to complement their training on interacting with autistic people.”