Policy Text
University of California, San Francisco
Police Department General Orders
8.2 Communications: Operations
8.2.22 Procedure for Answering UCSF Hotline Telephone Number (Issued: 12/16/20 )
The ECC maintains a 24/7 hotline telephone number to assist the UCSF community in providing
UCSF resources and assistance. The 24/7 hotline phone number has been designated as 415 -476-
HEAL (4325).
A. The hotline will serve as the first point of contact for individuals who are seeking help,
support or information for themselves or others.
B. The listing in UCSF Emergency Contact Information page states: “Concerned about a
student’s welfare? Call 415 -476- HEAL (4325) and police services will make a welfare
visit.”
C. The dispatcher shall answer the line without delay with “UCSF Hotline” and evaluate the
situation while obtaining pertinent information and determining the appropriate response
or referral of services.
D. When appropriate, the dispatcher will start a call for service listed as hotline in the CAD
system and document the caller information if av ailable.
E. The dispatcher taking the initial call will obtain as much information as possible to assess
if an emergency or non -emergency response is required. Based on the dispatcher’s training,
experience and the following considerations, the dispatche r shall determine whether an
immediate police or medical response is warranted:
1. Immediate threat(s) to the subject present
2. Demeanor of the reporting person or subject
3. Request from the reporting person for immediate assistance or referral servic es.
4. Previous contact if the individual has had prior contact with the department.
F. Dispatchers will assign an officer to conduct a welfare check on the subject. The purpose
of the welfare check is done to ensure safety and well -being of the subject .
G. If a welfare check of a subject is needed outside of the City and County of San Francisco
limits, dispatchers will contact the respective agency and request a welfare check.
Dispatchers shall conduct a follow -up with the agency to obtain a dispositi on of the welfare
check and notify the Watch Commander on duty of the finding.
H. The dispatcher will notify the Watch Commander to conduct a follow -up with the reporting
party regarding the hotline call. It is the goal of the department to provide UCSF -related
services to the reporting party, which includes but is not limited to the UCSF Faculty and
Staff Assistance Program and UCSF Student Health & Counseling.
University of California, San Francisco
Police Department General Orders
I. The Emergency Contact Information page ( https://meded.ucsf.edu/md -program/current -
students/emergency -contact -information ) provides additional resources that may be
appropriate for referral:
1. UCSF School of Medicine 24 Hour Urgent Line: 415-476-1216, option 1
2. Medical Student Well -Being Line: 415 -476-0468
3. Student Health & Counseling Line: 415 -476-1281
4. Mental Health Crisis Line: 415 -476-1281, option 2
5. Mobile Crisis Line (limited hours): 415 -970-4000.