002 - COMMUNICATIONS OPERATIONS

COMMUNICATIONS OPERATIONS EFFECTIVE DATE: 01/01/03 STANDARD NO. 002 REVISED: 05/04/21 REPLACES: SOP Communications Operations 03-06.1-22 – Rev. 01/01/03 and Radio Communications 18-02.1-8 – Rev. 01/01/03; Rev.12/05/13; Rev. 05/29/17 OBJECTIVE: Our aim is to render courteous efficient service at all times to the citizens of the City of Homestead, our officers, as well as each and every individual we may come in contact with. POLICY: The purpose of this directive is to supply you with information necessary to function efficiently as a police dispatcher. Your effectiveness as a communicator will depend solely on your own initiative and sense of responsibility. SCOPE: This directive outlines policy and standard procedures to be followed in a variety of situations. It is obviously impossible to develop procedures for every situation that might arise. Therefore, in situations not covered by specific instructions, decisions made and actions taken must be governed by common sense and judgment on the part of the Communications personnel. The Communications Center is the central hub for the Homestead Police Department (HPD) and operates on a 24-hour, seven-day-a-week basis. Communications personnel are responsible for the coordination of all police services. The Operations Division provides emergency services resource for operating and maintaining the Communications Center. The Communications Center provides radio, telephone, teletype, and related electronic services. All employees of this Department shall adhere to the procedures set forth below. I. CHANGES AND REVISIONS: A. It is important that the contents of this publication be up to date at all times. B. Any individual desiring changes which affect the Communications Center or which modify supplement or require action not covered by this directive shall forward a request to the Operations Division commander. After review, the commander shall forward his recommendation to the Chief of Police for final approval. C. Approved changes will be forwarded to all employees of the Communications Center for inclusion in their directive. II. CHARACTERISTICS OF A GOOD POLICE DISPATCHER: A. Desire to be helpful. This includes not only persons who are a pleasure to help, but also individuals that may be unreasonable, demanding, rude, unpleasant and uncooperative. B. Ability to think clearly and act promptly in emergencies and under pressure. Police dispatchers must maintain cool-headedness at all times. Communications Operations – SOP# 002 C. Ability to speak clearly and distinctly at all times. D. An inquiring mind, desire to learn and desire to do a good job. E. Recognition of the importance of the job. The dispatcher is the Department’s representative most often contacted by the public and often the only link between the citizen and the road officer. F. The Communications Center is essentially a business office and must be operated in a business-like manner. In our business, as in any other business that deals with the public, all employees are expected to be courteous. III. CHAIN OF COMMAND: A. The shift commander shall supervise the Communications Center personnel assigned to their respective shifts with regards to the day to day operations (i.e. staffing, time off requests, disciplinary action, or any issues that require immediate supervisory attention). It shall be the responsibility of the designated communications supervisor to make certain the entire operation of the Communications Center is in compliance with all policies and procedures. The overall supervision of the Communications Center shall be the responsibility of the Division Captain or his/her designated supervisor. B. Any matters regarding the Communications Center personnel, policy violations or development, equipment, state requirements, or job performances shall be forwarded to the communication supervisor. C. The Communications Center is established as a functional component of the Operations Division for the purpose of providing radio dispatch and complaint reception services for HPD. Communications interface with local, state and national agencies is provided through radio networks telephone/teletype links, and computer-based information systems. Information concerning registration, impoundment, and motor vehicle theft and recovery is received and disseminated by the Communications Center.