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Procedure 8006Santa Ana Police Department Santa Ana PD Procedures Manual Copyright Lexipol, LLC 2019/05/24, All Rights Reserved. Published with permission by Santa Ana Police DepartmentCALLS FOR SERVICE AND CALL PRIORITY PROCEDURE - 1CALLS FOR SERVICE AND CALL PRIORITY PROCEDURE 8006.1 PURPOSE This procedure establishes guidelines for Communications personnel when initiating calls for service, ensuring calls for services receive the most appropriate priority, ensuring resources are deployed effectively and ensuring a timely and efficient police response to provide professional services to the community. 8006.2 PROCEDURE 8006.2.1 CALLS FOR SERVICE 1.Call Takers shall identify the predetermined call type for a call for service based on the circumstances relayed to them by the caller. Knowledge of these call types and their specific elements will define which call type will be used when initiating a call for service that is appropriate for the incident. 2.Call Takers shall complete thorough and accurate calls for service with relevant information so responding officers are informed about the situation. Information shall include exact addresses with calling party’s name, unless the calling party refuses to give his/her name, a phone number if available, suspect and/or vehicle descriptions and any other pertinent information necessary to complete the call. Call takers will stay on the line, whenever possible, with callers reporting in progress crimes who are able to relay updates to the information previously reported. 3.Dispatchers receiving calls for service shall review the content of all calls for service prior to dispatching. The dispatcher shall use his/her discretion on which details of the call should be verbally disseminated in order to provide the responding officers ample data to proceed accordingly. Accurate and complete information is essential to the officers’ response and to officer safety. 4.A call pending 30 minutes or longer shall require a courtesy call to the calling party advising them of an update on the status of their call. This shall be repeated every 30 minutes until the call is dispatched and this shall be noted on the call. This task is often handled by the support radio dispatcher. 8006.2.2 DISPATCHING CALLS FOR SERVICE 1.Dispatchers shall clarify all calls for service with the call taker before modifying a call type and/or call information. Dispatchers shall be completely clear on the content before dispatching, as this information must be accurate. Dispatchers shall also take the initiative to upgrade calls if the incident warrants a more expedient response. However, a dispatcher shall always consult with the call taker before downgrading the priority of a call. 2.Priority 1 and 2 calls for service shall be dispatched immediately. These types of calls involve protecting life and/or property and shall be regarded as a high priority. In this Santa Ana Police Department Santa Ana PD Procedures Manual CALLS FOR SERVICE AND CALL PRIORITY PROCEDURE Copyright Lexipol, LLC 2019/05/24, All Rights Reserved. Published with permission by Santa Ana Police DepartmentCALLS FOR SERVICE AND CALL PRIORITY PROCEDURE - 2case, there shall be no regard for district integrity or seniority and the call for service will be dispatched to any available unit. If no units are available for immediate dispatch, the dispatcher shall verbally broadcast the call until units are assigned. If there are units en route to a non-priority call, they shall be redirected to the priority 1 or 2 call instead. If all resources have been exhausted a field supervisor should be advised of the circumstances and request for the supervisor to clear a unit to respond to the priority call should be made. 3.Priority 3 calls should be assigned to units from the district where the call occurs. Follow-up officers may be dispatched from any district. If circumstances exist that would cause an undue delay, i.e., district units tied up on a lengthy investigation, the call can be dispatched to any available units regardless of district. 4.Priority 4 and 5 calls should be assigned to the officers from the same district as the call, unless circumstances exist that would cause undue delay, i.e., Spanish speaking call with no Spanish speaking officers assigned to the district. 5.In addition to call priority, common circumstances that may require an immediate response include but are not limited to: Preservation of evidence, likelihood of victim/ witness interviews, and sensitivity of the situation that may dictate a rapid response by any available unit. In these cases, the dispatcher shall upgrade the CAD priority to expedite the dispatch of the call. Examples of these types of situations include: (a)Child molest reports (b)Domestic violence (c)Alarm calls where it is likely the call is valid (d)Suspects in custody of citizens, or citizens in custody of suspects (e)Robberies reported within a reasonable time of occurrence (f)Any other circumstances where, in the dispatcher’s judgment, an expedited response is appropriate. (g)Firearms and/or weapons left in plain view on public property easily accessible for pedestrians/citizens. 6.If at all possible, calls for service will not be held for the next shift. Officers may be dispatched to calls up to fifteen minutes prior to the end of their shift. Priority 1 and 2 calls may be dispatched up to the end of the shift. 8006.2.3 CALL PRIORITIES 1.All call types are assigned a predetermined priority by the computer system. The highest call type priority of 1 and the lowest priority call type of 5. Priorities are based on the type of call and the urgency for immediate police response. Call takers and dispatchers have the ability to change the