Policy Text
SACRAMENTO POLICE DEPARTMENT
COMMUNICATIONS DIRECTIVE
COMMUNICATIONS DIRECTIVE 410.02
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410.02
TELEPHONE ANSWERING
1-31-23
PURPOSE
The purpose of this Communication Directive is to establish procedures for the handling of telephone calls
for service by Communications Division personnel.
POLICY
It shall be the policy of the Communications Division to respond quickly, professionally, and accurately to all
telephone requests for service.
PROCEDURE
A. DEFINITION S
1. 9-1- 1 – the primary emergency telephone number designed to ensure quick response to any person
calling or texting for police, fire, medical, rescue, and any other emergency service. The Sacramento
Police Department is the primary Public Safety Answering Point (PSAP) for 9 -1-1 calls generated
within the geographic boundaries of the City of Sacramento.
2. Emergency telephone number – the 10- digit phone number that was originally published before
9-1-1 was in existence. It remains a functioning telephone number that is used by the public to report
emergencies. The 10- digit emergency line shall not be given as an alternate to 9 -1-1.
B. GENERAL
Dispatchers shall:
1. Comply with procedures set forth in General Order 210.04 ( General and Professional Conduct ).
2. Only use telephone lines in the work area for work -related telephone calls. All telephone
calls are recorded.
3. Answer all telephone calls for service as quickly as possible.
a. In accordance with the State of California’s 9-1-1 mandatory standards , all 911 calls should be
answered within fifteen seconds.
4. Place non-emergency telephone calls and requests on hold to answer incoming 9- 1-1 calls.
5. Demonstrate courtesy, respect and professionalism.
6. Never assume or guess the nature of a request.
7. Remain empathetic but impartial.
8. Use plain language when communicating with non-public safety personnel.
9. Not give advice for telephone calls that do not require police response but refer the requestor to
the appropriate agency or service provider.
10. Direct any concerns or questions to the appropriate on-duty supervisor.
11. Be alert to co-workers’ needs for assistance.
12. Not engage in any activity or loud conversation that distracts from or interferes with performing
Communications Division duties.
13. Comply with RM 220.01( Internal Investigations Manual ) when handling complaints from any source
about the Sacramento Police Department or its employees.
14. Deem all infor mation received by Communications personnel as confidential.
15. Not release information to the public or the media unless directed by a supervisor .
16. Comply with GO 360.01( Media Relations Policy ).
17. Refer all Public Records Act (PRA) requests to SPD Government Affairs Unit.
C. 9-1-1 CA LLS
1. Methods for Handling.
a. Direct Dispatch Method: Upon determining that an emergency is occurring with in the city limits ,
a call for service shall be entered by the service desk and dispatched by the radio dispatcher in
accordance with General Order 510.04 ( Dispatching Sequence of Assignment ).
SACRAMENTO POLICE DEPARTMENT
COMMUNICATIONS DIRECTIVE
COMMUNICATIONS DIRECTIVE 410.02
Page 2 of 4
b. Transfer Method: Upon determining that an emergency falls outside SPD jurisdiction and /or
requires dispatch of equipment by another agency, the dispatcher shall transfer the caller to the
responsible agency.
(1) The dispatcher shall advise the caller that the call is being transferred and should remain on
the line.
(2) When the transfer point answers, the dispatcher shall state "Sacramento PD or Sac PD with
a Transfer” and remain on the line until the connection has been successfully made and the
location and/or call back numbers are relayed.
c. Relay Method: The dispatcher shall obtain from the caller all required information and then call
the responsible agency. This method shall be used only when:
(1) The caller terminates the conversation prior to being transferred, or
(2) The call cannot be transferred.
d. If a transferred 9-1- 1 call is received and it is determined that the call needs to be referred to
another agency, per the State of California’s 9-1- 1 mandatory standards, every effort should be
made by dispatchers to minimize the number of 9-1-1 call transfers.
2. Non-Emergency Calls Received on 9-1-1.
a. If the dispatcher determines that the call is not an emergency, then the dispatcher shall handle
the call and educate the caller by:
(1) Obtaining the necessary information and either entering an incident for dispatch, or
referring the caller to the appropriate service provider, and
(2) Informing the caller that 9-1-1 is to be used for emergencies and providing the caller with the
non-emergency number.
b. If there are other incoming