4.3 Mission in Kosovo In 2018, the DSPS continued to provide strategic, capacity-building, advisory, monitoring and technical support to its partners from the Kosovo Police (KP) and other public safety institutions. It ran UB and ExB project activities consisting of specialized and advanced training courses, conferences, seminars, workshops and roundtable meetings, focusing on building the capacities of the KP and other public safety institutions to prevent and counter various forms of transnational threats. Such activities encompassed the threat of organized crime, cybercrime, terrorism and violent extremism and radicalization, and THB, as well as the enhancement of community policing and the community safety infrastructure. The DSPS also continued to contribute to the drafting of new strategies and to the review of several existing ones, in order to enhance the security sector. The DSPS also utilized its small field presence in the Mission’s regional offices of Gjilan/ Gnjilane, Mitrovica/Mitrovicë North, Mitrovicë/Mitrovica South, Pejë/Peć and Prishtinë/ Priština, to monitor the human rights compliance of the KP, with a particular focus on hate crimes. In its activities related to the advancement of community rights, the Department of Human Rights and Communication (DHRC) co-operates with the police and contributed to this report with several activities. Activities Related to General Police Development and Reform Police Monitoring and Confidence-Building From February to October, the Mission supported the KP in facilitating nine one-day workshops on the “Confidence and Satisfaction Programme” for police sector chiefs and other first line managers. The aim of this activity was to ensure that first line police managers understand this programme, the role and responsibilities of police officers and the methodology used by their subordinates, in order to enable them to deal with issues affecting public confidence and satisfaction with policing. The Mission presented material on programme principles, including the use of victim packs and awarenessraising materials produced and delivered to the police in 2017. Additionally, a short overview on the requirements of the new Community Policing Strategy and Action Plan 2017-2021 was presented and elaborated at the workshops. Moreover, as a lesson learned, the regional senior police managers provided details regarding the practical steps undertaken by Ferizaj/ Uroševac staff and challenges addressed during the pilot phase of this programme. The workshops took place in all police regions, with an additional one organized for the participants of the KP General Directorate. A total of 342 officers from various police units, including mid-level and 58 senior managers of local, regional and central police services, attended the workshops. On 23 and 24 October, the Mission supported the KP in facilitating a workshop to finalize the Guide on Implementing and Monitoring the Public Confidence and Satisfaction Programme. Following the successful development, implementation and monitoring of a public confidence and satisfaction pilot programme in the police station of Ferizaj/ Uroševac, and the design of victim’s package and awarenessraising materials for a wider public, victims and police officers, the Mission simultaneously commenced the work on this guide in an attempt to monitor public confidence in the police and satisfaction levels of victims of crime with the policing service. The workshop assisted 40 participants, including police managers and front line officers, the Police Inspectorate of Kosovo (PIK), UNDP and the Mission’s representatives to cross-examine the structure and the content foreseen in the guide, as well as to explore ways to make it fully operational. Among other issues, this set of practical tools contains key drivers of an improved confidence in policing, including public’s engagement with the police, fair treatment, effectiveness in dealing with crime, alleviating local antisocial behaviour and tackling local problems. Furthermore, the document entails concrete examples, ways to embrace quality of service and embed victim care into the culture of the KP as a key to driving change and improving professional performance, as well as the roles and responsibilities of supervisors, investigators and police managers in this process.