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City police will enhance how they 'connect with the people we serve'

By Lightning Reports, Published: September 20, 2022

Hendersonville residents will be the first in Western North Carolina able to use a new community engagement solution with the Hendersonville Police Department.

The new service uses text messaging to connect callers with important information and allows feedback through short surveys following interactions with the department. HPD is the third police department in the state and the first in WNC to launch the system.

“We were looking for a streamlined way to connect with the people we serve and keep them informed throughout their interactions with our department,” Hendersonville Police Chief Blair Myhand said. “By launching this system, community members using police services will be more involved throughout the process. It will also allow our team to gather direct feedback on our performance and what we can do to improve.”

PowerEngage is a software solution that integrates with the Police Department’s Computer Aided Dispatch and Records Management System. Text updates can be sent to people following a non-life-threatening call for service or from an officer’s report. Information relative to their call can be sent throughout the life cycle of the investigation.

With PowerEngage, text message surveys can be sent hours or days after a person has utilized a police department service. Customers can opt-out of text surveys if they choose not to provide feedback. The information gathered from the short surveys will be used to continuously improve the services provided by the department. Positive feedback will be shared to encourage employees, boost morale, and recognize outstanding service.

It is important to remember these customer service text updates and surveys should not be used to report any type of emergency or crime. As always, call 9-1-1 for any emergency or to report criminal activity.

For more information about PowerEngage visit www.hvlnc.gov/powerengage. The system is expected to go live later this month.