Policy Text
KISSIMMEE POLICE DEPARTMENT
GENERAL ORDER
General Order 321 – Power & Systems Failure s
Page 1 of 6 TITLE: POWER & SYSTEM FAILURES 321
EFFECTIVE: 07/01/2015 REVISED: 11/26/2025 SCOPE : ALL EMPLOYEES
REVIEW AUTHORITY: SUPPORT SERVICES DIVISION CAPTAIN
CFA STANDARDS: N/A
321.01 Documentation & Notification 321.05 Other Equipment Problems
321.02 Telephony Equipment 321.06 Power Failures
321.03 Radio System & Equipment 321.07 Generator Testing
321.04 Computer & Network Systems
Policy: It is the policy of the Kissimmee Police Department for employees to adhere to the
procedures pertaining to the communications system failure.
321.01 Documentation & Notification: All problems reported to any service related company or
entity shall be documented in CAD using the “CALLOUT REQUEST” NATURE CODE. Upon
completion of service, the call in CAD shall be updated to document the completion of the service
and summarize those actions taken.
Any time a communication system (i.e. telephone system, r adio system, or 911 equipment)
experiences a failure, outage, or intermittent operational problem, the on -duty Communications
Shift Supervisor shall complete a State Watch Office notification using WebEOC.
a. This notification shall include the type of syste m affected, the scope of the impact, the time
the issue was identified, and any actions taken.
b. The State Watch Office is an extension of the Florida State Emergency Operations Center.
c. The State Watch Office monitors local, state, and national media as well as communicates
with Florida’s counties and state agencies to ensure that the State Emergency Response
Team is aware of any on -going or developing situations.
When a Communications Shift Supervisor reports any type of failure, outage or service
interruption, they will send an email to both the Comm_Supervisor@kissimmee.gov and repair
organization’s email address with a brief description of the event and the scheduled repair time or
outcome , if known .
321.02 Telephony Equipment: The on -duty Communications Shift Supervisor will take into
consideration the following factors when determining the extent of the failure:
KISSIMMEE POLICE DEPARTMENT
GENERAL ORDER
General Order 321 – Power & Systems Failure s
Page 2 of 6
a. Does the failure affect all positions or an individual position?
b. What systems have failed (business systems, Enhanced 911 system or both systems)?
c. Is there an incoming call problem, outgoing call problem, or a call transfer problem?
Entire System Failure – In the event of an entire system failure, Communications employees will
report the failure to the on -duty Communications Shift Supervisor. The on -duty Shift Supervisor
will determine the extent of the failure and:
a. Notify Lumen’s NG911 Network Operations Center 1 -800-786-5053 or use the Lumen
portal, provide the customer identification number (FL/EVXR/033/NW) for the
Communications Unit and a detailed description of what services have been affected ;
b. Request Lumen fo rward the Department’s non -emergency line (407 -846-3333) to the
Osceola County Sheriff’s Office Communications Center at 407 -348-2222 ;
c. Notify the Osceola County Sheriff’s Office Communications Center of the failure and that
the Department’s emergency and non -emergency calls shall temporarily be routed to their
center for handling;
d. Notify the Communications Manager as soon as possible ; and
e. Provide Osceola County 911 Repair with a detailed description of what services have been
affected by email ing 911Repair@osceolasheriff.org as soon as possible.
Due to the selective call routing built into the County’s Enhanced 911 System, it is not necessary
to request the Department’s 911 lines be forwarded to the Osceola County Sheriff’s Office
Communications Center.
In the event services will remain down for an extended period of time, Communicatio ns Unit
employees may be relocated to the Osceola County Sheriff’s Office after consulting with the
Communications Manager.
Individual Position or Partial System Failure – In the event of an individual position or partial
system failure, Communications em ployees will report the failure to the on -duty Communications
Shift Supervisor.
The on -duty Shift Supervisor will:
a. Notify Lumen’s NG911 Network Operations Center 1 -800-786-5053 or use the Lumen
portal, provide the customer identification number (FL/EVXR/033/NW) for the
Communications Unit and a detailed description of what services have been affected ;
KISSIMMEE POLICE DEPARTMENT
GENERAL ORDER
General Order 321 – Power & Systems Failure s
Page 3 of 6 b. If a lengthy out age is expected, r equest Lumen forward the Department’s non -emergency
line (407 -846-3333) to the Osceola County Sheriff’s Office Communications Center at
407-348-2222 ;
c. If Applicable , notify the Osceola County Sheriff’s Office Communications Center of the
failure and that the Department’s non -emergency calls shall be routed to their center for
handling ;
d. Notify the Communications Unit Manager as soon as possible ; and
e. Provide Osceola County 911 Repair with a detailed description of what services have been
affected by email ing 911Repair@osceolasheriff.org as soon as possible.
When employees