Concerns about first responders

First responders - law enforcement officers, firefighters, and emergency medical technicians (EMTs) – are often heralded as heroes who rush to our aid in times of crisis. However, there may be instances when we feel the need to voice a complaint about their conduct or actions. While it's important to recognize that these professionals work in high-stress, complex environments, you also need to know how to address concerns when they arise.

First responders play a vital role in our communities, often putting their lives on the line in their service. Law enforcement officers maintain public safety and enforce laws, firefighters battle dangerous blazes and respond to various emergencies, while EMTs (including paramedics) provide critical medical care in prehospital emergencies. The nature of their work means they face challenging, fast-paced scenarios where split-second decisions can have significant consequences.

If you find yourself in a situation where you believe a first responder has acted inappropriately or unprofessionally, approach the matter thoughtfully and systematically. Begin by gathering as much information about the incident as possible. Take note of the date, time, and location of the occurrence. If there were any witnesses, try to get their contact information. The more detailed and accurate your account, the better equipped you'll be to file a comprehensive complaint. If it's safe and legal to do so, consider recording video or taking photos of the incident. It is legal to record law enforcement officers doing their job as long as you are a safe distance away and not interfering in their work (like yelling, screaming, or obstructing).

When you're ready to file a complaint, the first step is to identify the appropriate department or organization. For law enforcement officers, you'll need to contact the specific police department. If you have a problem with a city cop, calling Alaska State Troopers won’t help. Firefighter complaints are usually directed to the local fire department, while EMT complaints are handled by the ambulance service. Ambulances are not attached to specific fire departments in the Mat-Su. If you have a concern about the care you received in an ambulance, calling the fire department won’t help.

There are also private companies that provide medical care. LifeMed Alaska, for instance, offers interfacility transports and home transfers via ambulance and has no direct affiliation with the Mat-Su Borough EMS. There are a few small volunteer fire departments such as in Trapper Creek or Chickaloon that do not report to the Mat-Su Borough emergency services. The cities of Palmer and Houston each have a fire department independent of the Mat-Su, just like Wasilla and Palmer have city police departments. You must contact the appropriate agency which you have a grievance with.

Most departments have established procedures for filing complaints. This might involve filling out a specific form, writing a detailed letter, or speaking with a designated officer or representative. Some agencies allow complaints to be filed online, by email, by phone, or in person. When describing the incident, be clear and factual, avoiding emotional language or speculation about motives. Stick to what you observed and experienced. Never include hearsay or rumors.

If you're unsatisfied with the response to your initial complaint, don't be afraid to escalate the matter. This might involve contacting higher-ranking officials within the department, reaching out to elected officials like the mayor, or seeking help from civil rights organizations. In some cases, state-level agencies may also have oversight roles.

Throughout this process, it's crucial to understand and exercise your rights but remain respectful of the people you interact with. You have the right to file a complaint without fear of retaliation or intimidation. If you feel you're being discouraged from filing a complaint or if you face negative consequences for doing so, document these instances and consider seeking legal advice.

It's worth noting that the complaint process isn't just about addressing individual incidents. Your feedback can contribute to broader systemic changes. Departments often use complaint data to identify trends, adjust training programs, and improve policies and procedures. By voicing your concerns, you're not only seeking resolution for your specific issue but also helping to enhance the overall quality of emergency services.

While it's important to hold first responders accountable, it's equally crucial to approach the process with empathy and understanding. These professionals often work long hours in high-stress conditions, making split-second decisions that can have life-or-death consequences. A complaint should be viewed as an opportunity for improvement rather than a punitive measure.

Christian M. Hartley is a 40-year Alaskan resident with over 25 years of public safety experience and public service. He runs a freelance business, Big Lake Writer, from home in Big Lake that he shares with his wife of 19 years and their three teenage sons.