Deputy Chief Carlos Ortiz of the NYPD, who leads the Special Victims Unit (SVU), a team of around 350 highly experienced detectives whose expertise is crucial for handling sensitive crimes and providing support to victims, joined PFEW Detectives Lead Mel Warnes for a special insights webinar, hosted by PFEW, on September 19.

Deputy Chief Ortiz has served NYPD for almost 27 years, mostly working on response before transitioning into a detective role in Bronx and Manhattan. Two years ago, he joined the SVU, a department established in 2003 and has handled more than 145,000 cases of sexual violence and child physical abuse.

Smaller units within the department include the Law Enforcement Referral Instance Response Team Desk, a 24-hour hotline manned by detectives who triage any incoming calls, a Case Review Team, a team who looks into DNA and cold cases and the Major Case Unit.

It also comprises a Sex Offender Monitoring Unit, with 22 detectives managing more than 10,000 registered sex offenders of different levels – Level 3 being the highest.

Akin to British policing, its philosophy is cases should be trauma informed and victim centred, supporting victims through the whole process.

“My overall goal is very simple. Make the process as simple as possible,” explained Deputy Chief Ortiz. “This is the most underreported crime there is and a lot of that is down to the interactions. I tell my detectives we lose most survivors during that first interaction with the police, and we want to encourage them to come forward and feel supported.”

Ms Warnes, who became an accredited detective in 1999 working in the main CID office and major investigations, reflected on comments from Deputy Chief Ortiz about how they collaboratively work alongside the District Attorney’s Office.

“It’s been a really long time in England since we have had the opportunity to have a prosecutor in the police station with us,” she said. “It was really useful to have that person there, to be able to liaise with them at short notice on cases. It is invaluable.”

Deputy Chief Ortiz went on to highlight how the department hired a director of special victims, who initially worked at the District Attorney’s Office, now providing in-house legal support for victims/survivors.

“We can go to her and ask for her advice as she has been there, she has prosecuted those cases - that has been amazing. Having relationships within the District Attorney’s Office is invaluable,” he stated, adding how strong working relationships with the same district attorneys can often span over a number of years.

The SVU, which handled more than 14,000 cases in 2023, has been met with multiple challenges in the past, such as unbearable caseloads. However, once Deputy Chief Ortiz stepped in, he has made extraordinary, tangible improvements in the way the department operates and how it treats its workforce.

Keen to highlight significant progress, Sergeant John Mattina said: “When the chief came in, he was able to peel back some of the surface here and realise there was an issue with overload, people being overworked and low morale. There were a lot of issues here and it has been a huge undertaking by the chief and the staff here to try and change that. I think a lot of that has resulted in the fruits of the labour here, it is different now.”

Reward and recognition is a vital aspect when it comes to nurturing a happy, healthy and driven workforce, and since taking up the role, Deputy Chief Ortiz has introduced ways of celebrating the hard work of colleagues.

He said: "We don’t do this for the credit, but a ‘pat on the back’ is nice. Whatever level of supervision you are in, there a lot of things within your control. I created a detective of the month board for example. It does go a long way. I also write personal letters to staff saying, ‘great job, phenomenal work, you just saved a life’, which I mail to them. The reason I do that is because it was done to me when I was a sergeant and lieutenant. I still have those and it does go a long way.”

They also host awards dinners for the detectives and their families, with senior leadership and stakeholders in attendance, to honour the incredible work delivered day-in, day-out and acknowledge the sacrifices they make with their personal lives.

“The little things we control as supervisors have a tremendous impact on our staff,” added Sergeant Mattina. “It’s the little things we can do, if guys need a day off or guys need to leave early. We are all human and we all have lives. If people are working hard for you and if there are small ways to reward them, you have to take advantage of it.”

Helping to protect the mental health of detectives was also discussed. Last year, Deputy Chief Ortiz implemented vicarious trauma training, providing the unit with strategies to help.

“I know for a fact this drains you,” he explained. “Watching these cases on a day-to-day basis, watching the abuse of a child on a day-to-day basis. Watching all these things takes a piece out of you. I wanted to bring in something that helps my detectives.

“A happy detective is a productive detective and in turn is going to give a good case to our survivor victims.”

Passionate about empowering supervisors, the training also extends to line managers to encourage them to regularly check in with their colleagues. “If you see a change in a detective, it might not mean they are just not cutting it, there could be something going on at home. We are not robots and things do affect us,” he added.

“Two or three years ago we had a bad string of suicides, so we have got to make sure we take care of ourselves. We can’t help others if we are not helping themselves.”

Deputy Chief Ortiz made it clear he has an open-door policy whereby staff are encouraged to share any concerns and open up about their struggles, be it work in general or their mental health.

Moving on to the topic of recruitment, retention and workloads, both officers mentioned how applications to join their department have soared.

“Law enforcement as a whole is struggling to recruit people. The NYPD struggles to recruit but the Special Victims Unit has seen an uptick in applications,” according to Sergeant Mattina, attributing it to the higher levels of morale seen in the SVU in comparison to other departments.

When asked by a delegate about their case load to investigator ratio, Deputy Chief Ortiz highlighted how there used to be 100 cases a year per detective, which have now been halved since his review and push for further recruitment.

“If you’re drowning in cases, you’re going to drown,” he said. “I have been very supported by my higher ups; they made it a point I got the people I needed.”

Sergeant Mattina added: “It has definitely loosened some of the burn out which tremendously helps with morale.”

On recruitment, he continued: “It was about making our unit attractive and to achieve that you have to have buy in. If you don’t have buy in from the entry level supervisors up to the executives, you’re not going to get the investigators to buy in. If they don’t feel supported and they don’t feel like the risk is worth the reward, why would they come here?

“If I’m a new investigator or a young officer, I want to go somewhere where I feel supported and have opportunities to grow.”

When asked about financial rewards, they explained a police officer can be promoted to detective after 18 months of investigation where their salary is raised.

According to Glassdoor, the average salary for a detective is $118,209 (£88,526). Afterwards it is discretionary, while they have the option to work their way up the grades, with 1st grade being at the top of the scale.

Direct entry recruitment and concerns over a predominately young workforce was also raised by UK delegates, whereby the NYPD officers explained they have also seen an influx in younger applicants but are keen to focus on their development through mentoring.

“If that’s what’s coming in you need to adapt,” Deputy Chief Ortiz stated. “I ask myself, ‘how can I help them succeed? What can I do to ensure their productivity and give them what they need?’ This is where my mentoring programme came in.”

They continued to explain how the onus isn’t just on supervisors when delivering mentoring and supporting their professional development, whereby overhead command is also involved in the team effort.

Sergeant Mattina added: “We would rather teach someone who wants to be here rather than break the bad habits of a senior investigator just because they are an investigator. The whole of NYPD is young so we have to work with what we have.”

The full webinar is available to watch on demand here.