Policy Text
CATEGORY DATE ADOPTED LAST REVIEW
1 1/24/201 1 06/01/201 9
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS300 - Communications Center Call Taking 1 SS300 COMMUNICATIONS CENTER CALL TAKING
SS300.1 PURPOSE AND SCOPE
This Department provides 24 -hour telephone service to the public for information or assistance
that may be needed in emergencies. The ability of citizens to telephone quickly and easily for
emergency service is critical. This Department provides access to the 911 system for a single
emergency telephone number. Telecommunications for deaf (TDD/TTY) are available on all
Communications Center telephone lines incoming and outgoing. Two Text -to-911 lines are
active at all times. Department members should assure these systems are functioning properly
at all times and report any malfunctions. This Department has two -way radio capability providing
continuous communication between Communications and officers. This procedure establishes
guidelines for communications between field personnel an d the Communications C enter and
procedures for handling calls from victims, witnesses and other callers requesting information or
services.
SS300.1.2 ACCREDITATION STANDARDS
This p rocedure pertains t o the following CALEA Standards: 41.2.1 , 81.2.1 , 81.2.2, 81.2.5 ,
81.2.6 , 81.2.7, 81.2.8 , 81.2.9
This procedure pertains to the following General Order(s): §802
SS300.2 PROCEDURE
In talking to callers, Communications personnel must obtain necessary information to ascertain
the urgency of the call and determine whether emergency, non -emergency or no response is
required. In order to make this determination, call takers will pursue a line of questioning to
determine who, where, what, when, why and how.
Communications officers must control the conversation in order to get necessary information
quickly. Callers will panic, become irate, or hang up if the call taker does not appear organized
in questioning or confident. There may only be seconds to abstract critical information for the
citizen's welfare and officer safety. The caller may only have a few seconds to talk. The right
questions must be asked first.
If it appears the person calling does not ha ve complete information, or is getting information
from someone nearby, ask to talk to the most knowledgeable party. Based on the information
provided, and with regard to officer safety, known weapons, and threat or potential threat to life
or property, a ppropriate field personnel will be dispatched.
Communications personnel will determine if dispatch is required or if the caller needs to be
referred to another service provider. If dispatch is required, the call taker will enter the call into
the Computer Aided Dispatch system using the appropriate call type. Based on the call type,
CATEGORY DATE ADOPTED LAST REVIEW
1 1/24/201 1 06/01/201 9
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS300 - Communications Center Call Taking 2 the threat or potential threat to life and/or property, and the time frame ; Communications
personnel may change the priority of the call. This information will determi ne emergency
response or standard response. The call talker will update the call with subsequent and
relevant information as may be required.
Communications personnel will advise the caller if an officer will be dispatched to the scene and
whether the response will be delayed. If the response will be delayed, a comment of “NUA” (No
Unit Available) should be entered into CAD and the reporting party will be updated via telephone
if the response will be significantly delayed for any reason.
If dispatch i s not required, the call taker will determine what information or assistance is being
requested and refer the caller to the appropriate person, city department or outside agency to
assist them. The call taker will be polite and helpful in providing any in formation or resources
requested by the caller.
SS300.2.1 DEPARTMENTAL RESOURCES
Communications Center personnel have immediate access to the following departmental
resources:
a) Officer in charge; either in person, by telephone, mobile, or police radio ;
b) Duty roster for all personnel ;
c) Residential telephone numbers of all department employees ;
d) Visual maps detailing Tustin Police Department’s service area ;
e) Officers’ status indicator ;
f) Written procedures and telephone numbers for procuring emergency and neces sary
external services through use of the emergency call out binders and reference books ;
g) Tactical dispatching plans .
SS300.2.2 CLETS/NCIC ACCESS
The Tustin Police Department subscribes to the California Law Enforcement
Telecommunications System (CLETS) and the National Crime Information Center (NCIC)
systems. All department members will adhere to the operating policies, practices, and
procedures provided in the CLETS and NCIC Manuals and the CLETS Policies, Practices and
Procedures manual.