Brunswick Division of Police receives overall satisfactory responses on community surveys for quality control in 2025

BRUNSWICK — The Brunswick Division of Police received an overall rating of 4.7 out of five on its community survey results from 2025, which asks for feedback on calls for service. Police Chief Robert Safran said the police first partnered with Versaterm, formerly known as SPIDR Tech, in 2023. Software was linked to the department's Computer-Aided Dispatch system. "Essentially what it does is it sends a survey to a resident or caller after the officers have responded and cleared the scene," he said. "It's part resident feedback on how we're doing as a police agency." In 2025, the platform sent out around 29,000 surveys for Brunswick police, and there was around a 30 percent return rate, Safran said. The survey asks demographic questions and about satisfaction levels on the police department's response. "The ones we're really focused on are how did we do essentially," he said. "Was the response satisfactory? Was there anything different that the officer or communication specialist could have done differently, and then are there any ways to improve our service to the community?" The Brunswick Division of Police puts out surveys as a form of quality control, Safran said. When a positive review is left, the officer is made aware of it, and it is part of their evaluation. "There are a few instances where the caller or resident may say they didn't like the way something was handled, and then we usually have a supervisor look into that to determine if there's anything we could have done differently," he said. "If so, it's addressed. Sometimes we did everything correctly, but it just wasn't to the person's satisfaction." Another feature of the platform is delayed response, Safran said. The department handles emergency calls first, and non-emergency calls are put in a queue. "Part of what this software does is it will send a text after, let's say, 15 minutes, saying officers are delayed right now. If anything changes or needs updated, you can call the number and talk to a dispatcher to give them that additional information," he said. "Monthly, we review those delayed responses to ensure that the call types are not ones that would need a significantly quicker response." Contact reporter Madisyn Woodring at (330) 721-4049 or mwoodring@medina-gazette.com.