Policy Text
CATEGORY DATE ADOPTED LAST REVIEW NEXT REVIEW
4 01/24/2011 06/01/201 9 06/01/20 21
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS306 - Misrouted Emergency / Non -Emergency Calls 1 SS306 MISROUTED EMERGENCY/NON -EMERGENCY CALLS
SS306.1 PURPOSE AND SCOPE
This procedure establishes guidelines for prompt handling and appropriate routing of
misdirected emergency calls.
SS306.1.2 ACCREDITATION STANDARDS
This p rocedure pertains to the following CALEA Standards: 81.2.11; 81.2.12
This procedure pertains to the following General Order(s): §802
SS306.2 PROCEDURE
Communications C enter personnel will immediately relay information from misdirected
emergency calls, both landline and cellular, to the appropriate agency. If an employee must
transfer a police, fire, or medical call received on a 9 -1-1 line to another Public Safety
Answering Point (PSAP), they will do so by utilizing the appropriate transfer button on the Vesta
phone terminal. The call taker will remain on the line to ensure the transfer is completed. In
addition, an announcement should be made to the transferring agency so as to not be mistaken
for a misdirected call. If a transfer fails, the call taker will take all pertinent information and relay
it to the necessary PSAP while keeping the caller on the line if possible. If the transfer fails or a
busy signal is received and the call is of high pri ority, communications personnel may broadcast
the information on “DSP -DSP” or “LANDLINE” on the radio console.
If an employee must transfer a police, fire or medical call received on the ten-digit telephone
line, they will notify the caller they are being transferred and ask them to stay on the line.
Communications personnel may relay the pertinent information directly to the receiving agency
if necessary. If the transfer fails or a busy signal is received and the call is of high priority,
communications personnel may broadcast the information on “DSP -DSP” or “LANDLINE”. If a
call taker receives a misdirected call of non -emergency nature on the ten-digit telephone line,
the caller should be provided with the phone number of the appropriate agency. Certa in
situations (calling from a pay phone, reporting a potential traffic hazard, etc.) might suggest the
call taker take the information and forward it to the appropriate agency.
If a transfer from 9 -1-1 is necessary because of an error in the data, it is Communications
personnel’s responsibility to notify the MSAG coordinator by filling out and sending a misroute
correction form located in the “ S” drive. See attached.
CATEGORY DATE ADOPTED LAST REVIEW NEXT REVIEW
4 01/24/2011 06/01/201 9 06/01/20 21
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS306 - Misrouted Emergency / Non -Emergency Calls 2 ADVISEMENT OF 9 -1-1 CHANGE / MISROUTE
COUNTY OF ORANGE
Reporting Agency: ESN: Phone:
Hardwire AT&T Frontier Other _______________ _____ _ QDT/EDT
Wireless AT&T Mobility Verizon /Comtech T-Mobile Sprint Metro PCS
Lat/Lon: Cell Sector Direction:
VoIP (NENA ID) TCS BAND _______ INTRADO OTHER ____________ _____
Please indicate telephone provider name or NENA ID on ALI Screen
ANI-Telephone Number Received:
ALI-Address Received:
City:
Date / Time Received:
Correct Telephone Number (If Different):
Correct Address (If Different):
City:
Routing Was Incorrect —Re-Route to Agency :
Comments:
Date: Call Taker/ Dispatcher:
SEND FORM TO:
911 Coordinator Or ange County
Orange County Sheriff’s Department
2644 Santiago Canyon Road
Silve rado, CA 92686
ATTN: Leslie Gallant
Phone: 714 -628-3029 Fax: 714 -628-7699
email: OCSD911MSAG@ocsd.org
Revised 4 -15-19
Anaheim 251
Brea 252
Buena Park 253
Costa Mesa 254
Cypress 255
Fountain Valley 256
Fullerton 257
Garden Grove 258
Huntington Bch 259
Irvine 260
La Habra 261
La Palma 262
Laguna Beach 263 Los Alamitos 264
Newport Beach 265
Orange 266
Placentia 267
Santa Ana 270
Seal Beach 271
Tustin 273
Westminster 275
Yorba Linda 276
UCI Police 288
CalState Fullerton 285
Shf. Unincorp 277
Stanton 272
San Clemente 268
San Juan Capistrano 278
Villa Park 279
Mission Viejo 286
Laguna Niguel 289
Laguna Hills 290
Lake Forest 291
Dana Point 287
Aliso Viejo