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Date: 10/17/85 Revision: 11/10 /21 Reviewed: 01/03/23 HILLSBOROUGH COUNTY SHERIFF’S OFFICE CHAD CHRONISTER, SHERIFF STANDARD OPERATING PROCEDURE Number: DAS 352.00 Page : 1 of 13 SUBJECT: COMMUNICATIONS BUREAU CALL TAKING PROCEDURES I. PURPOSE : This standard operating procedure describes procedures and/or duties and responsibilities for all Public Safety Telecommunicator (PST) certified call -takers employed at the Sheriff's Office Communications Bureau. II. SCOPE : This procedure applies to all Sheriff's Office Communications Bureau personnel. III. DISCUSSION : Call-taking is one of the most vital positions in the Communications Bureau . It is usually the first contact the public has with the Sheriff's Office and , therefore, imperative that call-takers project a professional and courteous demeanor. It is just as important that call-takers provide the required servic e in accordance with established policy and procedure. IV. DEFINITIONS : A. 911 Hang -up Call - Any call to the Public Safety Answering Point ( PSAP ) that is disconnected prior to any information being conveyed to the call -taker by the caller , where the cal l-taker would not be able determine whether an emergency response is required. * B. 911 Mapping Software - A map display program that is linked to the 911 system and/or other third-party GPS software allowing personnel to view the possible location of emergency calls and manage event unit information. C. Abandoned 911 Call - A 911 call in which the caller has disconnected before the PSAP has answered the call. D. ACD - Automatic Call Distribution. E. ALI - Automatic Location Identification. F. ANI - Automatic Number Identification. G. Complainant - The person or agency calling for assistance. H. Emergency - A situation that poses a risk to health, life, property , or en vironment, requiring an urgent respo nse for service. * I. Landline - A hardwired phone line normally connected to a residential or business address that will provide the PSAP with the associated address. J. Language Interpreter Services - An on -demand language interpreting system used for English translation purposes in emergency situations. K. Non-Emergency - Any situation that does not pose a threat to health , life, property, or environment and does not require an urgent response for service. DAS 352.00 11/10/21 Page 2 of 13 * L. Non-initialized Cell Phone - A cell phone without a current or active wireless account which can make outgoing 911 calls only. These phones cannot receive incoming calls. They usually display an ANI with a prefix of 911. M. Phase 1 Wireless Cell Phones (WRLS) - Provides the PSAP with the phone number of the originator of a wireless 911 call and the location of the cell site receiving the call. N. Phase 2 Wireless Cell Phones (WPH2) - Provides the PSAP with the latitude and longitude of the cellular device making the 911 call. This information must meet the Federal Communications Commission (FCC) accuracy standards, generally within 50-300 meters, depending on the technology used. O. PSAP - Public Safety Answering Point. 1. Primary PSAP - A PSAP to which 911 calls are routed directly from the 911 Control Offices , such as a selective router or 911 tandem. 2. Secondary PSAP - A PSAP to which a 911 call is transferred from a Primary PSAP . P. Referrals - Other agencies or div isions that can render assistance to the caller. * Q. Text-to-911 - The SMS integration into VESTA allowing the PSAP to receive incoming emergency text messages via the 911 system. R. TTY/TDD - Text Telephone/Telecommunications Device for the Deaf. A device used by the hearing impaired community, allowing them to type their information, which is then displayed on the 911 phone system. All information is received through digital communication. In addition, non -emergency calls from the hearing impaired community may also be routed through the Florida Relay System (711), who will contact the appropriate PSAP to advise of the TTY call they have received. S. VoIP - Voice Over Internet Protocol. A device which is portable in that it can be unplugged, taken to other locations, and used to initiate phone calls. V. RESPONSIBILITIES : A. The call -taker ’s primary duty is to answer incoming phone calls , and enter /update, calls for service into the Computer Aided Dispatch (CAD) System . B. When communicating with callers, it is required to maintain a polite and friendly tone. Call-takers may occasionally be subjected to profanity or abusive language. Call-takers must remain professional when confronted by these types of callers. C. When a caller uses profane language or is verbally abusive, politely tell them they will be placed on hold and transferred to a supervisor. (Always inform the supervisor prior to transferrin g them a caller of this nature.) D. Upon transferring a caller, always announce the call to the receiving party. This inc ludes transferring 911 calls to agencies outside of Hillsborough County . E. Call-takers should sound empathetic and never make light of a caller's situation. Do not