EFFECTIVE DATE:



EFFECTIVE DATE: |GENERAL ORDER # 030 | |

|SUBJECT: COMMUNICATIONS |

|ISSUED BY: |# OF PAGES: 10 |

|DISTRIBUTION: |REVIEW DATE: |

|LAST REVISED: |

|ACCREDITATION STANDARDS: |

PURPOSE: To establish the communication function of the agency for routine and emergency situations.

POLICY: It is the policy of the Police Department to operate the various components of the communications system in compliance with local, state, and federal guidelines. Further, this agency recognizes that proper standardized radio and telephone procedures are essential for providing effective and efficient service to the community and ensuring officer safety.

PROCEDURE:

I. Organization

A. The Police Department operates a Communications Center, manned by civilian personnel (telecommunicators).

B. The Communications Center handles radio (base, mobile and portable) and telephone communications, providing 24-hour coverage with all on-duty personnel.

C. The Communications Center operates under the supervision of the Telecommunications Supervisor. The Duty Supervisor will supervise each shift of Telecommunicators.

D. The duties of the Communications Center include, but are not limited to, the following responsibilities:

1. Answering all incoming calls, administrative as well as emergency, and soliciting essential information from callers in order to appropriately handle each call.

2. Dispatching, coordinating, and monitoring radio communications for officers, other law enforcement, emergency and or public safety personnel.

3. Monitoring officer status, to include periodic checks on field personnel.

4. Accessing information from and disseminating information to local, state, and federal law enforcement agencies via the National Crime Information Center (NCIC) system.

5. Receiving and responding to alarms programmed to call this agency.

6. Obtaining and providing information needed by field personnel.

II. Security Measures for the Communications Center

A. In order to ensure the physical protection and security of the communications function, and related equipment and personnel, the Communications Center is located in a secure facility with limited and controlled access.

B. Access to the Communications Center is restricted to department personnel only. Approved visitors must be escorted by authorized personnel.

C. Security of the transmission lines, antennas, and power sources are provided through the County Radio Communications Department.

III. Telephone Access

A. The Communications Center monitors two separate telephone systems. The enhanced 911 (E 911) system is for emergency telephone calls and the other is for non-emergency calls.

B. The Police Department utilizes the Enhanced 911 emergency telephone system. All emergency telephone calls in the City are routed through this system, which is toll free.

C. The Police Department advertises 911 on all marked patrol vehicles. Further, 911 is posted on pay telephones and prominently displayed in the telephone book.

D. The non-emergency system is used for routine, administrative, or outgoing calls. In the event an emergency call is received on the administrative system, it is handled in the same manner as a call on the 911 system.

E. Telecommunication Devices for the Deaf (TDD) are available on calls received on both systems.

IV. Obtaining and Recording Information for Calls for Service

A. Calls for service can be generated a number of different ways: telephone calls from citizens, walk-ins to the Police Department, written requests for service, and calls initiated or received by officers.

B. Upon receiving a call for service, the telecommunicators will attempt to gather as much relevant information as possible to assist responding units in locating the call, anticipating conditions to be encountered at the scene, and enhance officer safety.

C. As the information is being obtained, it will be entered into the Computer Aided Dispatch (CAD) system. CAD automatically assigns an incident number to all entries and captures the date and time the call for service is entered.

D. The telecommunicators will also obtain/record, to the extent possible, all other information required by CAD, to include:

1. name, address, and telephone number of the complainant;

2. type of incident reported;

3. location of incident reported.

E. When the call is ready to be dispatched, the telecommunicators will obtain/record all information required by CAD (which automatically records the time these transactions occur) to include:

1. identification of officers assigned as primary or back-up units;

2. time call is assigned for handling;

3. time of arrival of responding units;

4. time of return to service of responding units; and

5. disposition/status of incident.

V. Radio System

A. The Police Department utilizes an 800 MHz radio system which is administered by the Communications Center and maintained by County's Radio Communications Department.

B. The radio system allows base, mobile, and portable access to various public safety agencies within the area and is capable of two-way operations on the state regional radio frequency, including State Mutual Aid.

VI. Radio Communications

A. A copy of applicable Federal Communications Commission (FCC) procedures and requirements are maintained in the Communications Center. All radio communications conducted by the Police Department will be in accordance with FCC.

B. All radio transmissions are to be kept as professional, concise, and complete as possible.

C. When transmitting on Police Department frequencies, with Police Department personnel, the appropriate Ten Codes, Signals and phonetic alphabet will be used. However, nothing in this policy is meant to prohibit personnel from avoiding plain speech to the detriment of efficient communications.

D. At no time will members of the Police Department misuse or disrupt the radio system by transmitting unauthorized messages.

E. All official communication will be transmitted only on the authorized department radio channels.

F. On duty officers, depending on assignment, have access to mobile and/or portable radio equipment. They are responsible for maintaining contact with the Communications Center during their tour of duty.

G. Call numbers are assigned and are to be utilized during radio transmissions for identification purposes.

1. Transmitting units will begin radio transmissions by announcing their call number, followed by the call number(s) of the unit(s) being contacted.

2. Responding units will utilize call numbers when acknowledging receipt of a transmission. When called by the Communications Center, responding officers will also provide their current location.

H. Officers will advise the Communications Center via radio in the following situations, and the telecommunicator shall make a corresponding entry in the officers’ unit record:

1. when beginning/ending tour of duty;

2. when acknowledging a call;

3. upon arrival at the scene of an incident;

4. when returning to service;

5. to report incidents or conditions;

6. when making vehicle, pedestrian, or suspect stops;

7. when assisting motorists;

8. of their status if on a call for an extended period of time;

9. when exiting the vehicle;

10. as needed, for the safe and efficient operation of the shift;

11. upon exiting their vehicle or reporting out of service for any reason;

12. when performing part-time work authorized by the police Department.

I. Whenever a unit is dispatched on a call, the exact location, nature of the call, and any other pertinent information will be transmitted to the responding officer, who will acknowledge receipt of the call, advise when they are en route and method of response (i.e., Code 1,2, or 3).

1. The decision as to the appropriate method of response will be made by the responding officer, not by the telecommunicator, and shall be in keeping with applicable policy and state law.

2. Supervisors are responsible for monitoring call assignments, ensuring that the method of response is appropriate, and modifying methods of response as necessary.

3. Telecommunicators are responsible for entering response codes, as well as any changes to the method of response, into CAD.

J. Emergency Status

1. Telecommunicators and officers may clear a channel of all unrelated traffic during

a critical incident or while trying to ascertain the status or well being of a non-responsive unit.

2. The channel will remain in emergency status until such time as the situation is under control, a determination is made that the safety of those involved are no longer in question, and/or when advised to lift the emergency status by the responding officer or a supervisor.

3. During emergency radio status, other officers working the channel should refrain from unnecessary transmissions or switch to another channel to relay information to the Communications Center.

K. When it becomes necessary for an officer to communicate with a different agency by radio, the following procedures will be used:

1. The officer will advise the Communications Center that he/she will be switched to another channel.

2. All radio procedures will be adhered to while on another agency's frequency. If that agency does not use the same codes and phonetic alphabet, clear speech may be used.

L. Telecommunicators will conclude radio transmissions by announcing the time.

M. If the call for service requires that a report be written, the primary officer must request an OCA (report) number from the Communications Center.

VII. Criteria to Determine the Number of Sworn Personnel Dispatched

A. A single unit will generally be dispatched to handle routine calls for service.

B. Some calls may require additional units to be dispatched in order to facilitate the handling of the call or to ensure the safety of personnel on the scene. Calls requiring two or more units would include the following:

1. An assault on an officer or an officer calls for assistance;

2. Any crime/offense in progress

3. An on-scene arrest for a violent crime

4. Calls for service involving locations and/or persons where the use of weapons and/or violence might exist.

5. Domestic situations;

6. Calls for service where there exists a need to search the area for suspects, evidence, missing persons, etc.

7. Use of force incidents;

8. Alarms;

9. Calls for service involving unsecured premises;

10. Calls for service involving intoxicated, disorderly, or mentally ill persons;

11. Any call where, in the judgment of the telecommunicator, officer, or supervisor, there exists a need to send two or more units

C. When multiple units are dispatched on a call for service that involves a search, one unit should respond directly to the scene while other units patrol the area or establish a perimeter.

C. On any call for service involving multiple units, those additional units are expected to clear the scene as soon as it has been determined that their presence is no longer needed

D. Requests by field personnel for emergent assistance, activated officer distress alarms, and the inability to contact field personnel by radio or telephone are serious situations that require immediate attention and action. In such situations, the telecommunicator shall:

1. Clear the channel of non-emergent radio traffic;

2. Direct field units to the location or last known location of the officer or officers involved;

3. Provide responding units with all known information concerning the emergency or possible emergency;

4. Facilitate requests from officers and supervisors responding to the incident without delay.

VIII. Supervisory Presence On-Scene

A. Situations might occur that would require the on-scene presence of the duty supervisor, or others, in order to assume command, conduct preliminary investigations, and/or otherwise give direction. Telecommunicators will ensure that the duty supervisor is notified of incidents involving the following circumstance:

1. use of force situations resulting in injury;

2. accidents involving Police Department vehicles;

3. calls for service involving serious injury or death;

4. high profile arrests;

5. complaints concerning questionable conduct by a member of the Police Department;

6. vehicular pursuits;

7. the discharge of a firearm;

8. the on-duty injury of a Police Department employee; and/or

9. hostage or barricaded suspect situations.

B. Additionally, an officer can request the presence of the duty supervisor on any scene where the supervisor's involvement might be needed.

IX. Communications Center Access to Agency Resources

A. The Duty Supervisor will ensure that he/she is immediately available to Communications Center personnel in the event his/her assistance is needed.

B. Copies of the current personnel roster and after hour call out schedules are accessible to all telecommunicators. In addition, the CAD system reflects, at any point in time, a listing of available personnel.

C. Personnel information -- name, address, home phone number, emergency contact information, and other applicable points of contact (cellular phone, beeper, radio) for all Police Department employees -- is maintained in CAD and in hard copy format, and can be accessed by all Communications personnel. This information is updated as changes occur.

D. A map of the City and the County road atlas are maintained in the Communications Center and are available to all personnel. Additionally, the CAD system contains a locations (GEO) file that provides written directions to all streets.

E. Officer status information is maintained in CAD. The system reflects the current status of all units who have signed in on the radio or otherwise on duty. In addition to providing telecommunicators with a listing of available personnel, the system provides the location of units who are out on calls, the nature of the call the units are on, and the time the unit(s) checked out. This allows telecommunicators to monitor unit activity thereby enhancing officer safety.

F. The Communications Center has a listing of available emergency service agencies and their phone numbers. Many of the phone numbers are programmed into the phone and/or CAD system for immediate access. Current printouts of these phone numbers are also maintained in the Communications Center in the event of a CAD failure.

G. A current copy of the County Emergency Preparedness Division (EPD) Red Book is maintained in the Communications Center. Communications personnel are trained on their duties and responsibilities, as outlined in the manual, in the event of a natural or man-made disaster or other unusual occurrence. The manual serves as a reference and outlines the specific duties, responsibilities, and key personnel for each agency in a disaster or emergency situation.

X. Tactical, Disaster, and/or Emergency Resources

A. Tactical/specialized units, such as SWAT, Canine, Aviation, etc. are available for call out through mutual aid. The Police Chief or Assistant Chief must be notified and authorize the request for assistance.

B. Investigations is a function of this agency and requests for assistance will be made by the duty supervisor.

C. The police department authorizes emergency first aid instruction over the telephone.

1. All personnel authorized to work in the communications center will receive training consistent with the requirements of the New Jersey Department of Health.

2. Communications personnel shall utilize the medical protocol cards approved by authorizing agencies.

3. Protocol cards are available at each answering position in the communications center.

4. Recertification training for all communications personnel shall occur annually.

XI. Dispatching Plans

A. Disconnected or Misdialed 911 Calls

1. Upon receiving a disconnected 911 call, Communications will attempt to re-

establish contact with the caller.

2. If unable to make contact, two (2) officers will be dispatched to investigate the call.

3. Telecommunicators will also dispatch an officer to investigate any misdialed 911 telephone call, even if the person making the call advises the telecommunicator that there is no emergency. In such a case, the telecommunicator will advise the caller that there will be an officer coming to that location to verify the situation.

B. Vehicular Pursuit

1. The officer initiating a pursuit will, in all cases, notify the Communications Center of the pursuit and provide the following information:

• direction of travel, with periodic advisement of location;

• description of pursued vehicle, to include number of occupants;

reason for pursuit;

• weather conditions;

• speed;

• traffic conditions; and

• involvement of a juvenile, if known.

2. Once a second unit is involved in the pursuit, the second unit will serve as a backup unit and will assume responsibility for radio communications.

3. Units operating on a non-primary channel (i.e., Records) who become involved in a pursuit, or emergency situation, should switch to the primary channel as soon as possible. This allows patrol units to respond and provide assistance as needed.

4. Once advised of pursuit, Communications will not transmit during a pursuit. The only unit transmitting should be the primary unit. The telecommunicator will:

• order the radio cleared except for emergency transmission;

• advise the on-duty supervisor and all other units of the pursuit to include any pertinent information provided by the pursuing officer, if the other units cannot read the primary unit;

• assist in directing back-up units to strategic locations as directed by the Duty Supervisor;

• alert other law enforcement agencies of the pursuit, to include any pertinent information provided by the pursuing officers, if the pursuit crosses into another municipality;

• establish lines of communication between responding units from different jurisdictions;

• query DMV and NCIC for registration information and/or warrants;

• determine the location of roadblocks, if applicable, and advise responding units accordingly; and

• monitor the pursuit until it has been terminated.

E. Crimes in Progress, Hold-Up Alarms

1. When Communications is notified of a crime-in-progress or a hold-up alarm, the telecommunicator will sound a "tone" prior to broadcasting the information, dispatching assigned units, or advising the on-duty supervisor of the call.

2. Communications will request any available units to identify themselves and respond.

3. Communications will attempt to maintain contact with the complainant and will advise responding personnel of any additional information received.

4. Communications will monitor transmissions made by responding units, advising supervisors as necessary.

5. As units arrive on the scene, Communications will order the radio cleared except for emergency transmissions.

6. In some instances (e.g., hold-up alarm at a business), Communications may be directed to telephone the incident location unless circumstances dictate otherwise. In the event such a telephone call is made, it will be handled in the following manner:

• The telecommunicator will place the call, identify themselves to the individuals who answers, advise that an alarm has been activated, and inquire as to whether or not a problem exists at the incident location.

• If the individual indicates that everything is okay, the telecommunicator will request that the individual step outside and meet with responding officer(s). The telecommunicator will then advise responding officer(s) the nature of the telephone conversation, and will provide the description of the individual who will be stepping outside.

• If the telecommunicator does not receive an answer when the phone call is made, officers at the scene will be advised.

• If the telecommunicator calls the incident location and receives any indication that something is wrong, that information should be immediately conveyed to responding units and the telecommunicator should try to obtain additional information (i.e., what is happening; who is involved; description of suspects/weapons, etc.) that would help responding units. Critical information should be transmitted to responding units as it is obtained.

• When it appears that something is wrong at the incident location, the telecommunicator will attempt to keep the caller/individual on the line until units arrive at the scene and will advise responding units of applicable information received and/or obtained from the caller/individual.

F. Alarms -- General

1. Alarms received by telephone are entered into the CAD system and handled as any other alarm call.

2. Commercial alarm companies who monitor alarms are responsible for contacting the Communications Center to request agency response.

3. Communications will dispatch at least two available units to respond to an alarm.

4. Communications will provide information as requested by units at the scene, including notification of a key holder when applicable.

5. If the alarm is to a business and occurs during probable business hours, Communications will handle it as a hold-up alarm and will follow the procedures outlined for hold-up alarms.

6. False alarms, both residential and commercial, are reported and tracked in accordance with City Ordinances. After the third false alarm in a calendar year the owner of the alarm is issued a citation for false alarm.

G. Emergency Messages

1. The delivery of emergency messages is a legitimate law enforcement function and will be handled as any other call for service.

2. For the purposes of this policy, the events that qualify for emergency message delivery include, but are not limited to:

• The death or fatal, serious, and/or incapacitating injury of a relative or close associate. The shift supervisor may request the assistance of a chaplain or other resource as he sees fit and will coordinate with outside agencies via telephone and/or teletype to arrange notification of next-of-kin for incidents occurring outside the City.

• A catastrophic business loss (fire, explosion, etc.) when the person to be notified has a direct association with the business.

• A life-threatening emergency when the person to be notified has particular expertise needed to manage the emergency.

• Any other emergency situation that requires a law enforcement notification because of distance, the need for timely delivery, unavailability of telephone service, or when there is an indication that the person receiving the message may be adversely impacted by the message and require assistance.

H. Misdirected Emergency Calls

1. Whenever a call is received for an emergency service that this agency does not normally provide (i.e., ambulance) or is outside this agency's jurisdiction, the telecommunicator receiving the call should evaluate the call and then exercise one or more of the following options, depending on the nature of the call:

• The caller will be transferred to the appropriate agency to handle the call while the telecommunicator monitors the call to ensure that a good connection was made and to ascertain whether this agency's assistance is needed.

• The telecommunicator will collect all pertinent information and then contact the appropriate agency and relay the request.

• If the call involves a medical emergency the telecommunicator will dispatch first responder units once the call has been routed to its proper destination (i.e., EMS).

• If the call involves a law enforcement emergency in a neighboring jurisdiction the telecommunicator will notify the on duty supervisor once the call has been routed to its proper destination.

2. Most misdirected emergency calls through the 911 system can be transferred to the appropriate agency through a one-button transfer.

3. Any emergency call received on the non-emergency (administrative) number will be handled as a 911 call.

4. When misdirected, non-emergency calls are received by the Communications Center, they will provide the caller with the telephone number of the appropriate service provider, if possible.

I. Victim/Witness Calls for Information/Services

1. When a telecommunicator receives calls from victims or witnesses, the telecommunicator must judge whether the characteristics of the call necessitate an emergency or non-emergency response. The following circumstances are indicative of an emergency situation and would necessitate the immediate response of an officer:

• an assault has occurred or is likely to occur;

• any of the parties involved are armed;

• any of the parties involved have made threats of physical harm against other involved parties;

• there are sounds of violent activity or cries for help; and

• any other factors that the telecommunicator perceives to indicate that an emergency situation exists or is likely to exist.

2. Calls that are not indicative of an emergency situation will be handled as a non-emergency situation unless the situation escalates into an emergency. Non-emergency calls may be handled by dispatching an available unit.

3. The telecommunicator will inform the victim/witness of the agency's response as follows:

• A unit will be dispatched to the location where assistance is needed.

• The victim/witness will be put in contact with an officer via telephone.

• The caller will be referred to the appropriate service agency if the situation is not normally handled by the Police Department.

• In the event the caller requests an officer for a situation not normally handled by a police officer, the telecommunicator will refer the caller to the duty supervisor.

• Telecommunicators may refer victims/witnesses to appropriate law enforcement services or other agencies as needed. The CAD system contains the telephone numbers of numerous service organizations.

J. Reviewing Recorded Information

1. Communications has the capability for immediate playback of telephone and radio conversations, to include the 911 system.

2. Any 911 call, administrative telephone call, and/or radio transmission monitored by Communications is recorded. Telephone/radio CD's are maintained for a period of at least sixty (60) days before erasure and reuse.

3. All recordings are secured in the Communications Center and access is restricted to the Communications Supervisor or duty supervisor. The Evidence Custodian will maintain tapes requested for evidentiary purposes.

4. Requests for recordings should be made directly to the Communications Supervisor. Any release of recordings, or copies of recordings will be in accordance with agency, local, state, and federal policy and shall be strictly for law enforcement purposes or administrative review.

K. Alternative Reporting

1. Not all calls for service require the presence of an officer. Some calls can be effectively handled over the telephone. Telecommunicators may refer certain calls to the Duty Supervisor in order that citizens can file incident reports by telephone. The Duty Supervisor may then allow that call for service to be taken over the telephone, as long as there is no evidentiary value in going to the crime scene. Examples of calls that may be handled over the telephone include, but are not limited to:

• thefts;

• threatening, obscene or harassing phone calls;

• patrol area requests;

• lost property;

• vandalism.

2. On duty officers are available to take reports from citizens who come to Headquarters to personally file reports.

3. Incidents received/reported by mail will be referred to the Duty Supervisor for recording or disseminating.

L. Back-up Resources

1. The Police Department is supported by a back-up generator that provides sufficient power to maintain all functions (i.e., radio, telephone, 911, heat and air, etc.) in the event of a failure of the primary power source. This generator is equipped with a self-testing device that tests the generator weekly.

2. In the event of CAD failure, Communications will revert to a manual log system.

3. Back-up resources in the Communications Center include redundant radio consoles, telephones, and 911 phones. A portable radio is maintained in Communications in case of radio failure. The Duty Supervisor's cellular phone can be utilized in case of telephone failure.

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Standards 81.2.3.a

81.2.3.b

Standards 81.2.3.c

81.2.3.d

81.2.3.e

Standards 81.2.3.f

81.2.3.g

81.2.3.h

81.2.3.i

81.2.3.j

Standard

81.2.4.c

Standards

81.2.4.a

81.2.4.b

Standard

81.2.4.d

Standard

81.2.4.e

Standard

81.2.4.f

Standard

81.2.4.g

Standards

81.2.8.a

81.2.8.b

81.2.8.c

Standard

81.2.12

Standard

81.2.15

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