Policy Text
Policy
801Santa Ana Police Department
Santa Ana PD Policy Manual
Copyright Lexipol, LLC 2022/10/21, All Rights Reserved.
Published with permission by Santa Ana Police DepartmentCommunications Division - 1Communications Division
801.1 PURPOSE AND SCOPE
This policy establishes guidelines for the basic functions of Communications Division. It addresses
the immediate information needs of the Department in the course of its normal daily activities and
during emergencies.
801.2 POLICY
It is the policy of the Santa Ana 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 Communications Division and
department members in the field.
801.3 COMMUNICATIONS DIVISION SECURITY
The communications function is vital and central to all emergency service operations. The
safety and security of Communications Division, its members and its equipment must be a high
priority. Special security procedures should be established in a separate operations manual
for Communications Division.
Access to Communications Division shall be limited to Communications Division members,
the Watch Commander, command staff and department members with a specific business-related
purpose.
801.4 RESPONSIBILITIES
801.4.1 COMMUNICATIONS MANAGER
The Chief of Police shall appoint and delegate certain responsibilities to a Communications
Manager. The Communications Manager is directly responsible to the Administration Bureau
Commander or the authorized designee.
The responsibilities of the Communications Manager include, but are not limited to:
(a)Overseeing the efficient and effective operation of Communications Division in
coordination with other supervisors.
(b)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.
(c)Processing requests for copies of Communications Division information for release.
(d)Maintaining Communications Division database systems.
(e)Maintaining and updating Communications Division 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
Santa Ana Police Department
Santa Ana PD Policy Manual
Communications Division
Copyright Lexipol, LLC 2022/10/21, All Rights Reserved.
Published with permission by Santa Ana Police DepartmentCommunications Division - 2of 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.
(f)Handling internal and external inquiries regarding services provided and accepting
personnel complaints in accordance with the Personnel Complaints Policy.
(g)Maintaining a current contact list of City personnel to be notified in the event of a utility
service emergency.
801.4.2 ADDITIONAL PROCEDURES
The 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)Procurement of external services (e.g., fire suppression, ambulances, aircraft, tow
trucks, taxis).
(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
Communications Division (e.g., security cameras, fences).
(i)Handling misdirected, silent and hang-up calls.
(j)Handling private security alarms, if applicable.
(k)Radio interoperability issues.
801.4.3 POLICE COMMUNICATIONS SUPERVISORS
There are four (4) Police Communications Supervisors, one for each of the four main shifts in
Communications. Under general direction from the Communications Manager their duties include,
but are not limited to:
(a)Receiving and handling all incoming and transmitted communications, including:
1.Emergency 9-1-1 lines
2.Business telephone lines
3.Telecommunications Device for the Deaf (TDD)/Text Telephone (TTY)
equipment
(b)Scheduling and maintaining dispatcher time records
Santa Ana Police Department
Santa Ana PD Policy Manual
Communications Division
Copyright Lexipol, LLC 2022/10/21, All Rights Reserved.
Published with permission by Santa Ana Police DepartmentCommunications Division - 3(c)Supervising, training and evaluating dispatchers (including those assigned as lead
workers)
(d)Investigating complaints related to the delivery of services and taking appropriate
action to resolve them
(e)Reviewing existing procedures and making recommendations to improve operational
efficiency and effectiveness
(f)Act as a liaison between the Communications Unit and other sections in the
department and/or other agencies
(g)Supervises and coordinates the repair of communication equipment
(h)Determines a course of action in emergency situations not covered by departmental
procedures and immediately notifies the Watch Commander or his/her designee
(i)Prepares logs of daily activity
801.4.4 DISPATCHERS
Dispatchers report to the Police Communications Supervisor. The responsibilities of the dispatcher
include, but are not limited to:
(a)Receiving and handling all incoming and transmitted communications, including:
1.Emergency 9-1-1 lines.
2.Business telephone lines.
3.Telecommunications Device for the Deaf (TDD)/Text Telephone (TTY)
equipment.
4.Radio communications with department members in the field and support
resources (e.g., parking control, school police,