City Department Representatives Share Updates in Public Safety and Accountability Improvements

City of Phoenix Police, CAP and OAT representatives provided updates to City Council on public safety improvement action items directed by the Council in September 2024.

The Phoenix Police Department, led by Chief Matt Giordano, presented LEAD with PRIDE and other updates at the annual update in the Fall. Watch the Policy Meeting on YouTube.

Key Progress Highlights to Date-

• Improved Critical Incident Response – Department wide refresher training underway on de-escalation and decision making, emphasis on use of less-lethal tools whenever possible. Following a critical incident, all officers involved undergo a 30-day period of targeted training focused on de-escalation, communication, tactics, officer safety, use of force, and supervisory oversight.
• Behavioral Health Improvements (Police): Beginning December 15, 2025, 911 callers are now asked during intake questions if they need “police, fire or behavioral health?” The Community Assistance Program (CAP) can now be dispatched directly when the caller states that they need behavioral health. Additionally, there is a new Crisis Intervention Team (CIT) incentive pilot program to get more officers CIT trained.
• Response to Behavioral Health Calls (CAP): Increase of 128% in calls diverted to Behavioral Health Units from police, ensuring the right resources for the appropriate response.
• Staffing Expansion (CAP): Four CAP supervisors within police dispatch. Nine Behavioral Health Units (BHU) now operating 24/7.
• Customer Engagement Tool Implementation (Police): This automated customer service solution sends text messages and emails directly to 9-1-1 callers and crime victims, along with mobile-friendly surveys to community members who interact with our officers. In 2025, 1.6 million real-time notifications were sent which included multilingual messaging with opportunity to provide feedback for greater support to victims. This improves transparency, reduces uncertainty for victims and reporting parties, and provides insights that help continuously improve public safety services.
• Modernized Data Collection (Police): A new records management system (Motorola P1 RMS) launched September 9, 2025. This new system enabled more detailed tracking of police enforcement activities, including demographic and housing status data of individuals the police contact. The department is moving into a phase of optimization and upgrades.
• NIBRS Reporting Certification (Police): On January 8, 2026, the Phoenix Police Department achieved the National Incident-Based Reporting System (NIBRS) certification. This new reporting system will help the department better understand every incident that occurs in our city, enabling us to develop more effective strategies for addressing criminal activity.
• Training (Police): An annual in-service training for all sworn officers will begin in 2026. This training will focus on customer service and cultural awareness.

Policy Updates (Police):

• In December, the First Amendment Support & Management Policy went into effect. The policy establishes guidelines for officers during First Amendment activities and in incidents that escalate into civil disturbances. The goal is all sworn personnel will have completed training by January 31, 2026.
• Three policies went out for public comment towards the end of 2025: Less-Lethal Tools, Youth Interactions and Interactions with Individuals Experiencing Homelessness. The community feedback has been received and our finalized policies will be reflective of the feedback. The policies will be implemented in April of this year.  
• A new Compliments and Complaints Portal and Hotline launched in November 2025.

Office of Accountability & Transparency (OAT):

• Collaboration: Building a deeper partnership with Family Advocacy Center.
• Reviews: Currently 159 administration investigations under review and 41 reports published. There have been 25 recommendations issued.

Looking Ahead

Public Safety continues to advance with a comprehensive, community-focused approach. Each department under the Public Safety umbrella is actively implementing improvements to enhance service delivery and accountability. The Phoenix Police Department is currently developing a three-year Strategic Plan alongside an annual Crime Reduction Plan, both designed to strengthen safety and trust across our city.

Through these efforts, the City remains committed to building a safer, more transparent, and accountable future for all residents.

Additional updates and progress reports will be shared in the next quarterly briefing.