Board readies new online complaint tracker as watchdogs press for tougher enforcement

Board staff reported progress on a modernized complaint‑tracking system (Breeze) and related technology projects and promised a near‑term soft launch.

Sean (board staff) described current user‑acceptance testing, a planned soft launch tied to initial email confirmation for complainants, and future enhancements that could enable secure electronic releases and uploads. Staff said the system aims to reduce call‑center workload and provide on‑demand status updates for complainants while retaining traditional paper and phone methods.

At the same time, board member TJ Watkins presented a five‑year analysis showing that while complaint volume remained steady, the number of formal disciplinary outcomes (accusations, revocations and permanent removals) fell substantially over the same period, while probation violations rose. Commissioners debated possible causes — casemix, diversion of complaints, procedural changes, or improvements in practice — and asked staff to produce deeper trend analyses and consider establishing a subcommittee to review enforcement metrics.

Charlene Smith (enforcement) outlined operational improvements: average CCU initiation is eight days; average CCU processing 168 days; increased outreach and a new complainant liaison unit are bringing more complainants into interviews and closing authorization gaps.

Board next steps: staff will report back with more detailed trend analysis, continue piloting Breeze features (including multilingual support and electronic signatures), and monitor whether the new tracking system reduces status calls and improves transparency.