Policy Text
SACRAMENTO POLICE DEPARTMENT
COMMUNICATIONS DIVISION DIRECTIVE
COMMUNICATIONS DIRECTIVE 532.18
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WIRELESS 911 CALL HANDLING
532.18
1-31-23
PURPOSE
This Communications Directive establishes procedures for handling wireless 911 calls.
POLICY
The Communication Division shall attempt to verify the existence and location of emergencies and
coordinate an appropriate response based on the circumstances of each incident.
DEFINITION
A. TYPES OF WIRELESS CALLS
1. Phase I-Wireless 911 (W911): The Automatic Number Identification/Automatic Location Ide ntifica tion
(ANI/ALI ) information displays the cell tower’s address and the directional information from the cell tower,
not the caller’s location.
2. Phase II-Wireless Phase 2 call (WPH2): ANI/ALI information provides an approximate location of the
caller using latitude and longitude coordinates, the percentage of accuracy for that location, and
directional information from the cell tower.
3. Uninitialized: Cell phone is not subscribed to a wireless service and is only capable of dialing 911.
ANI/ALI display may be either Phase I or Phase II; however, the ANI/ALI display will show either (911)
XXX- XXXX or (916) 911- XXX in place of the cellular phone number.
PROCEDURE
B. GENERAL
1. Upon receiving any wireless 911 call, call takers shall input every wireless number into any
available next generation technology . Using the technology may provide more accurate location
information than using the information provided on the ANI/ALI alone. Not every search will
provide results.
2. If specific location or address information is obtained on wireless 911 calls, the same guidelines for
incomplete calls for service shall apply as outlined in Communications Division Directive 410.02
(Telephone Answering) .
3. When necessary , call takers shall use the contact information for the Wireless Service Provider
(WSP) indicated on the ALI screen to obtain any pertinent information to attempt to locate a caller.
4. Call takers shall transfer ANI/ALI information from the phone system into the Computer Aided
Dispatch ( CAD) incident mask and make every effort to obtain the actual location of the incident from
the caller. If the location being used, is one obtained from next generation technology , the call taker
shall indicate that in the text field of the incident mask .
5. Call takers shall enter “C” in the phone type field for all incidents received from wireless phones to
ensure accurate tracking of wireless call data.
6. Call takers shall periodically retransmit the caller’s location as appropriate for the duration of a
wireless call to obtain current latitude and longitude coordinates and shall update the incident as
needed. Note that rebidding or retransmitting a W911 call may return WPH2 information, or the call
may go back and forth between W911 and WPH2.
7. Callbacks to uninitialized wireless phones are unnecessary as those phones cannot receive calls.
8. If leaving a voicemail message, call takers shall identify themselves as a member of the Sacramento
Police Department, provide the reason for calling, the CAD incident number, date, time, and call back
number. The call taker shall then take all necessary follow up action as identified in Section C of this
Directive to appropriately document or process the wireless 911 call. (Note: See the attachment on
page 4 f or a brief summary of Wireless 911 Call Handling procedures. )
9. If contact is made during a call back, the call taker shall ascertain if an emergency exists.
a. If the call taker determines an emergency condition might exist, they shall follow procedures
SACRAMENTO POLICE DEPARTMENT
COMMUNICATIONS DIVISION DIRECTIVE
COMMUNICATIONS DIRECTIVE 532.18
Page 2 of 4
outlined in Communications Division Directive 410.0 (Telephone Answering).
b. If there is no need for police assistance, the call taker shall supplement the CAD incident advising
radio dispatch to cancel the incident.
c. If police assistance is needed, the call taker shall verify the location and update the CAD incident
as needed.
10. Officers will not be dispatched to attempt to locate callers when calls originate from a
congested area, such as a mall or high- rise building, unless an emergency is known to be i n-
progress or more specific information is obtained.
C. PROCESSING INCOMING WIRELESS CALLS
1. When unable to obtain the location of an incident due to an open line, and background noises do not
indicate an obvious need for emergency assistance (e.g., a silent , open line, pocket -dial, hang- up, or
abandoned call) the call taker shall:
a. Use next generation technology to search the wireless number.
b. Attempt to make verbal contact with the caller.
c. Disconnect the call and attempt a callback if possible (W911 or WPH2.)
d. Be alert to the fact that some smartphones possess a software application that allows users to
configure their wireless phone to act as a TDD. (Telecommunications Device for the Deaf)
e. Leave a voice mail as necessary if there is no answer.
f. Enter the closest physical address or intersection provided by the GPS data, based off the ALI