Policy Text
Policy
802Mountain View Police Department
Mountain View PD Policy Manual
Copyright Lexipol, LLC 2021/04/07, All Rights Reserved.
Published with permission by Mountain View Police
DepartmentEmergency Communications Center - 1Emergency Communications Center
802.1 PURPOSE AND SCOPE
This policy establishes guidelines for the basic functions of Emergency Communications Center.
It addresses the immediate information needs of the Department in the course of its normal daily
activities and during emergencies.
802.2 POLICY
It is the policy of the Mountain View Police Department to provide 24-hour telephone service to
the public for information and for routine or emergency assistance. The Department provides two-
way radio capability providing continuous communication between Emergency Communications
Center and department members in the field.
802.3 RESPONSIBILITIES
802.3.1 COMMUNICATIONS OPERATIONS MANAGER
The Police Chief shall appoint and delegate certain responsibilities to an Emergency
Communications Manager. The Emergency Communications Manageris directly responsible to
the Field Operations Captain or the authorized designee.
The responsibilities of the Communications Operations Manager include, but are not limited to:
(a)Overseeing the efficient and effective operation of Emergency Communications
Center in coordination with other supervisors.
(b)Scheduling and maintaining dispatcher time records.
(c)Supervising, training and evaluating dispatchers.
(d)Ensuring the radio and telephone recording system is operational.
1.Recordings shall be maintained in accordance with the established records
retention schedule and as required by law.
(e)Processing requests for copies of Emergency Communications Center information for
release.
(f)Maintaining Emergency Communications Center database systems.
(g)Maintaining and updating Emergency Communications Center procedures manual.
1.Procedures for specific types of crime reports may be necessary. For example,
specific questions and instructions may be necessary when talking with a victim
of a sexual assault to ensure that his/her health and safety needs are met, as
well as steps that he/she may take to preserve evidence.
2.Ensuring dispatcher compliance with established policies and procedures.
(h)Handling internal and external inquiries regarding services provided and accepting
personnel complaints in accordance with the Personnel Complaints Policy.
Mountain View Police Department
Mountain View PD Policy Manual
Emergency Communications Center
Copyright Lexipol, LLC 2021/04/07, All Rights Reserved.
Published with permission by Mountain View Police
DepartmentEmergency Communications Center - 2(i)Maintaining a current contact list of City personnel to be notified in the event of a utility
service emergency.
802.3.2 ADDITIONAL PROCEDURES
The Emergency Communications Manager should establish procedures for:
(a)Recording all telephone and radio communications and playback issues.
(b)Storage and retention of recordings.
(c)Security of audio recordings (e.g., passwords, limited access, authorized reviewers,
preservation of recordings past normal retention standards).
(d)Availability of current information for dispatchers (e.g., Watch Commander contact,
rosters, member tracking methods, member contact, maps, emergency providers,
tactical dispatch plans).
(e)Assignment of field members and safety check intervals.
(f)Emergency Medical Dispatch (EMD) instructions.
(g)Protection of essential equipment (e.g., surge protectors, gaseous fire suppression
systems, uninterruptible power systems, generators).
(h)Protection of radio transmission lines, antennas and power sources for Emergency
Communications Center (e.g., security cameras, fences).
(i)Handling misdirected, silent and hang-up calls.
(j)Handling private security alarms, if applicable.
(k)Radio interoperability issues.
802.3.3 DISPATCHERS
Dispatchers report to the Communications Operations Manager. The responsibilities of the
dispatcher include, but are not limited to:
(a)Receiving and handling all incoming and transmitted communications, including:
(a)Emergency 9-1-1 lines.
(b)Business telephone lines.
(c)Telecommunications Device for the Deaf (TDD)/Text Telephone (TTY)
equipment.
(d)Radio communications with department members in the field and support
resources (e.g., fire department, emergency medical services (EMS), allied
agency law enforcement units).
(e)Other electronic sources of information (e.g., text messages, digital
photographs, video).
(b)Documenting the field activities of department members and support resources (e.g.,
fire department, EMS, allied agency law enforcement units).
Mountain View Police Department
Mountain View PD Policy Manual
Emergency Communications Center
Copyright Lexipol, LLC 2021/04/07, All Rights Reserved.
Published with permission by Mountain View Police
DepartmentEmergency Communications Center - 3(c)Inquiry and entry of information through Emergency Communications Center,
department and other law enforcement database systems (CLETS, DMV, NCIC).
(d)Monitoring department video surveillance systems.
(e)Maintaining the current status of members in the field, their locations and the nature
of calls for service.
(f)Notifying the Watch Commander or field supervisor of emergency activity, including,
but not limited to:
1.Vehicle pursuits.
2.Foot pursuits.
3.Assignment of emergency response.
802.4 CALL HANDLING
This Department provides members of the public with access to the 9-1-1 system for a single
emergency telephone number.
When a call for services is received, the dispatcher will reasonably and quickly attempt to
determine whether the call is an emergency or non-emergency, and shall quickly ascertain the
call type, location and priority by asking four key questions:
•Where?
•What?
•When?
•Who?
If the dispatcher determines that the caller has a hearing and/or speech impairment or disability,
he/she shall immediately initiate a connection with the individual via available TDD/TTY equipment
or Telephone Relay Service (TRS), as mandated by the Americans with Disabilities Act (ADA).
If the dispatcher determines that the caller is a limited English proficiency (LEP