Policy Text
CATEGORY DATE ADOPTED LAST REVIEW
1 01/24/2011 12/01/201 9
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS302 - Answering 9 -1-1 Calls 1 SS302 ANSWERING 9 -1-1 CALLS
SS302.1 PURPOSE AND SCOPE
This procedure establishes guidelines for answering 9 -1-1 calls. 9-1-1 has been mandated by
state law and is in effect statewide. As defined in State Government Code, Article 6, Section
53100:
“It is the purpose of this act to establish 9 -1-1 as the primary emergency telephone
number for use in this state to be able to quickly respond to any person calling the
number seek ing police, fire, medical, rescue and other emergency services.”
The Tustin Police Communications Center is the primary public safety answering point (PSAP)
for the City of Tustin. The Communications Unit shall answer 9 -1-1 emergency telephone lines,
determine the nature of the emergency and ensure that emergency services are dispatched to
the proper location in the most expedient manner.
SS302.1.2 ACCREDITATION STANDARDS
This p rocedure pertains to the following CALEA Standar ds: 81.2.6
This procedure pertains to the following General Order(s): §802
SS302.2 PROCEDURE
These procedures are intended to be used as guidelines in answering the 9 -1-1 emergency
telephone lines. Due to the vast variety and sometimes complex nature of requests received on
these lines it is difficult to set steadfast rules. Communications officers should exercise prudent
judgment in making decisions on requests for emergency services and in referring or transferring
calls.
The primary function of a PSAP (Public Safety Answering Point) is to answer emergency calls for
service and dispatch emergency s ervices when required. However, extenuating circumstances
may alter the methods of handling a call. All personnel should be flexible and alert to such
situations.
Incoming calls should be answered immediately with the response, “9-1-1 Emergency .” “9 -1-1
Emergency, what are you reporting?” or “9 -1-1 Emergency, do you need police, fire or medical?”
may be added if preferred .
9-1-1 lines should be answered within 15 seconds per state standards. Personnel should always
confirm the address and telephone num ber with the caller as soon as possible. The information
provided in the ALI (Automatic Location Identification) and the ANI (Automatic Number
Identification) are not guaranteed to be correct by the telephone company.
CATEGORY DATE ADOPTED LAST REVIEW
1 01/24/2011 12/01/201 9
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS302 - Answering 9 -1-1 Calls 2
Upon determining the nature of the e mergency, Communications officers should immediately
dispatch field units to handle the emergency and initiate standard CAD entries and follow through .
If a call is received outside the Tustin jurisdiction, the call should be transferred to the correct
PSAP. When the correct agency answers the transfer, the Communications officer should advise
the agency, “This is Tustin Police with a 9 -1-1 transfer.” You can then monitor the call or release.
Transferring 9 -1-1 calls multiple times between agencies is discouraged. If a crime is in progress,
transfer when necessary, such as a change of location. If it is a non -emergency, and the caller
has already been transferred previously, take the information and relay it yourself to the
appropriate agency.
When a 9-1-1 call is determined to be a non -emergency, the Communications officer can either
refer the caller to the ten-digit line so as not to tie up a 9 -1-1 line, or take the information and then
give the caller the ten-digit line for use in the future.
SS302.2.1 9-1-1 HANG UP CALLS
If personnel receive a 9 -1-1 hang up call, an immediate attempt should be made to call the number
back on the ANI (Automatic Number Identifier) to determine if an emergency exists. 9 -1-1 hang
ups are usually wrong numbers or mis dialed numbers. Occasionally 9 -1-1 calls are from children
playing with the telephone or people playing on pay phones. These types of calls will be handled
by a quick call back and unless there are extenuating circumstances, an advisement to the caller
will be sufficient. A CAD call should be routed using the call type 911M to document the misdial.
If the phone line is busy , field units should be dispatched.
When there are extenuating circumstances such as sounds of a fight, crying, someone asking for
help, or if the line suddenly goes dead , field units should be dispatched immediately. The
Communications officer must use prudent judgment on these types of calls , as steadfast rules
cannot be established due to the varied call scenarios.
If a 9 -1-1 call is received that is a silent open line, at least two verbal attempts should be made to
determine if a caller is present. If there is no response, the call taker will initiate a TTY response
on the Vesta telephone terminal. Simply click on Detect TTY and a canned response “9 -1-1, what
is the address of your