Policy Text
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CONDUCT
The purpose of this order is to d efine specific policies govern ing the conduct of
personnel while working within the Communications Bureau.
I. Policy
The Communications Bureau is com plex in its operations and it i s important that
a high level of professionalism be maintained in the work place . While certain
conduct is expected, some behavior cannot be tolerated. It is t he responsibility of
the watch supervisor to ensure Communications Bureau and depart ment policies
and orders are enforced.
II. Forms of Conduct
A. Breaks
1. Employees will advise the wa tch supervisor or their designee prior
to leaving the Sheriff’s Departm ent premises during work hours.
Employees will not be a llowed to exit the building at any time during
their shift without the watch supervisor’s approval.
2. The frequency and duration of emp loyee breaks is outlined in the
labor organization contract s with Sacramento County. The
scheduling of employee breaks is left to the discretion of the watch
supervisor and will conform to th e labor agreement s with regard to
specific staffing needs.
B. Cleanliness
1. Work stations are used by a ll watches on a 24-hour, seven-da ys-a-
week basis. Personnel will keep t heir work stations clean and s hall
remove all unessential items pr ior to the end of their watch. T he
areas of concern include the t op of the work station and the fl oor
surrounding the work station.
2. Each month, on a rotational basis, a shift will be designate d
responsibility for cleaning the br eak room. The watch superviso r will
post a schedule of personnel assigned to clean the break room o n
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a daily basis. The microwave oven and refrigerator are to be ke pt
clean and sanitary at all times. N ot keeping these two applianc es
clean is a violation of County He alth codes as a public nuisanc e.
C. Computer Operation
1. General Order 10/05, section II, paragraph B states, “Admini strative
messages (AM), other than for specific business related
communications essential to the mission of the Department are
expressly prohibited.”
D. Grooming
1. All Communications personnel shall comply with department
grooming standards as outlined in General Order 4/07 and/or the
uniform manual.
2. The intent of allowing uniform ed personnel to wear shorts as a
Class C uniform option is for co mfort while working in high
temperatures outside. Since the Communications Center maintains
a comfortable room temperat ure year-round, Class C uniform
shorts are not permitted.
E. Noise
1. Refrain from loud verbal e xchanges and la ughter within
Communications.
2. Ideally, communication between personnel should be conducted
using the intercom line or an administrative message.
3. During watch changes there will be no non-business conversat ions
within the Communications work ar ea due to an increase of noise
during those times.
F. Telephone Demeanor
1. Personnel shall refrain from entering into loud verbal excha nges
with complainants during the course of their telephone
conversations. Yelling and/or a rguing are not acceptable behavi or.
a. Whenever a caller becomes irate, is inconsistent,
argumentative, unstable, or apparently inebriated, and the
conversation is at a stalemate , politely and firmly inform the
person that you are terminati ng the call, or request another
person to handle the call, or confer with a supervisor.
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b. The prime objective when talki ng with the public is to provi de
professional, courteous and appr opriate service. Curtness,
rudeness, and a lack of profe ssional and courteous behavior
will not be tolerated. Proper telephone courtesy will be
extended to all telephone comm unications including other
departments and outsi de agency personnel.
c. In matters that pertain to answering specific questions from
the public regarding legal procedu res, personnel shall refrain
from attempting to answer su ch questions. Rather, advise
the person to contact an attor ney for legal advice, counsel,
or research.
2. Personal business and priv ate phone conversations will be
conducted during either off-duty time or during break periods a t the
discretion of and location desig nated by the watch supervisor.
Personal phone calls are not to be received or made from either the
complaint or dispatch stations. E xcept for exigent circumstance s,
incoming personal phone calls should be accepted by telling the
caller of the inability to confer at the present time and that a return
call will be made during t he next break period.
3. General Order 10/02 prohibits the use of department phones f or
personal, social, or other unoffici al business. The order also refers
to phone courtesy procedures and t he correct method for making
official and non-official long di stance phone calls. Communicat ions
personnel are to familiarize themse lves with this General Order .
4. Communications Operations Orde r 4/01.0 outlines the policy a nd
procedure relative to answe ring emergency and non-emergency
telephone calls in the Co mmunications Bureau.
G. Familiarization with Orders
1. Communications personnel are to become familiar