Policy Text
COMMUNICATIONS DIVISION C-2 Effective Date:
Receiving and Logging Complaints Against Personnel 7 Dec 09 Use of Force Incidents
Page 1 of 7
Index as:
Receiving and Logging Complaints Against Personnel
Use of Force Incidents
I. PURPOSE
The purpose of this order is to set forth Communications Division policy and procedures for processing use of force incidents and complaints against Departmental personnel and/or procedures received through the Complaint Operator or Complaint Line/Ambulance Dispatch operator.
II. COMPLAINT POLICY
Under no circumstances shall any member or employee of the Department attempt
to dissuade or otherwise impede a person from filing a complaint against any member or employee of the Department. All members and employees are strictly charged to provide all reasonable assistance necessary to file a complaint and accept
any complaint lodged against the Department or any personnel in a professional and courteous manner.
III. COMPLAINTS AGAINST DEPARTMENTAL PERSONNEL OR
PROCEDURES
A. Complaints received by the Communications Division Service or Complaint
Unit shall be received and processed in accordance with the provisions of this directive and documented on the IAD Daily Incident Log.
B. Notifications of a Use of Force (UOF) incident received by the
Communications Division Service or Complaint Unit shall be received and processed in accordance with the provisions of this directive and documented on the UOF Log.
C. In the event a UOF incident also alleges misconduct, the incident shall be
placed on the UOF Log AND the IAD Daily Incident Log.
COMMUNICATIONS DIVISION C-2 Effective Date:
Receiving and Logging Complaints Against Personnel 7 Dec 09 Use of Force Incidents
Page 2 of 7 IV. RESPONSIBLITIES
A. Service or Complaint Operator (hereafter referred to as Operator)
Responsibilities 1. Operators shall generate an incident in the Computer Aided Dispatch
System (CAD), designating the call type:
a. “IA,” if any of the following categories of calls is received:
11)) A service complaint, if known;
22)) A complaint from a private person or Department
personnel alleging misconduct by any member or employee of the Department; or
33)) A complaint forwarded by Alameda County Sheriff’s
Department (ALCOSD) detention facility personnel.
OR
b. “K4” if notified of a use of force incident.
2. Operator Responsibilities
a. The Operator receiving a complaint shall:
11)) Document the caller’s name, caller’s contact residence
or business address, and contact number (include serial number if a member or employee, or serial number or other identifier if the caller is from an Alameda County Sheriff’s Department detention facility) in CAD, unless the caller requests to remain anonymous;
22)) If an incident has not been created, generate an IAD
CAD incident,
COMMUNICATIONS DIVISION C-2 Effective Date:
Receiving and Logging Complaints Against Personnel 7 Dec 09 Use of Force Incidents
Page 3 of 7 33)) Immediately contact the on-duty supervisor of the
details of the complaint incident, including any referral made, for entry into the IAD Daily Incident Log (hereafter referred to as Log) (Appendix);
44)) Immediately print the CAD incident and forward to
the on-duty supervisor; and
55)) In the event a complaint is received on an emergency
line (i.e., 911 or 777-3211) the dispatcher shall advise the caller to call back on the Complaint Line (866-214-8834) or the non-emergency line (510-777-3333).
b. The Operator receiving a use of force notification shall
immediately transfer the call to the on-duty supervisor.
B. Complaints Received “After-Hours” on the Internal Affairs Division “24-
Hour” Complaint Line
Complaint Line/Ambulance Dispatch Operator’s Responsibilities: 1. After regular business hours, the Internal Affairs Division shall
transfer the IAD Complaint Line to the Communications Division - Complaint Unit, Complaint Line/Ambulance Dispatch (CLAD) operator. The CLAD is staffed 24-hours, seven days a week.
2. The CLAD operator shall promptly answer the Complaint Line in the
following manner; “Internal Affairs Division “After-Hours” Complaint Line, Dispatcher (provide your assigned dispatcher number). How may I help you?”
3. The CLAD operator receiving a complaint, via the Complaint Line
shall: a. Generate an incident in the CAD, designating the call type as
an “IA”;
b. Document the caller’s name, caller’s contact residence or
business address, and contact number (include serial number if a member or employee, or serial number or other identifier if the caller is from an Alameda County Sheriff’s Department
COMMUNICATIONS DIVISION C-2 Effective Date:
Receiving and Logging Complaints Against Personnel 7 Dec 09 Use of Force Incidents
Page 4 of 7 detention facility) in CAD, unless the caller requests to
remain anonymous; and
c. Print the CAD incident to the CADSUP printer and advise
the on-duty supervisor of the complaint call.
C. On-Duty Supervisor Responsibilities
1. Upon notification of a complaint, the on-duty supervisor shall:
a. Review the information in CAD to ensure the appropriate
information is recorded;
b. Upon receipt of a complaint notification, obtain additional
information from the complainant regarding the incident to include the following:
11)) Type of call (i.e., use of force, misconduct allegation or
service complaint);
22)) Identity of involved personnel or identifying information
(e.g., badge number, vehicle number, subject personnel description), if known; and
33))