Section 2 - Telephone ProceduresSECTION 2
TELPHONE PROCEDURES
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2.1 - Telephone Equipment
2.1(A) - PBX Telephone System .
A PBX (Private Branch Exchange) telephone system is what the entire police
department (outside of Communications) and other city departments operate
on for phone services. These phone lines are maintained internally by our city
IT department and Verizon phone company.
2.1 (B) - VESTA Telephone System
Vesta PALLAS E911 system is the E911 telephone application used by the Gilroy
911 Communications Center for call processing (911 and business lines).
2.1 (C) - MAGIC (Call Tracking System)
MAGIC is the (call tracking) information management system currently being
used in the 911 center. It manages call data based on the structure of the
center. MAGIC filters call data based on agent and console activity, date and
tune, ANI (automatic number information), ALI (automatic location information,
TTY (teletypewriter data), notes and other call related characteristics. MAGIC
provides reports of the information you need to effectively manage your call.
center resources and justify requests for increased resources.
2.1(D) - 846 -0352 (Internal Use only)
Should on -duty personnel need to use a phone line within Communications, a
PBX phone (recorded) line has been set -up on the table in the back of the room
for their use.
2.1 (E) - Headset /Handset
When you begin your training you will be provided a HEADSET. Make sure to
take care of (maintain in working order, check parts and clean) your headset
on a regular basis. Your headset should be kept in your assigned rolling drawer
or another place that is easily accessible.
Should you need spare parts, there are spares located in the REFUGE room
(supply room) across the hall from Communications.
Should you need a new headset, there are a few also kept in the REFUGE room.
If you do need an entire new headset, send the Communications Supervisor /Sr..
PSC an email stating that you had to replace yours and what was wrong with
yours. Place the old headset in Communications Supervisors mailbox.
There are several HANDSETS in Communications. These are to be used in case
of equipment failure where your headset for some reason will not function or
non - Communications personnel need to use it for some reason. If there are any
malfunction issues with any of the handsets, send an email to all of
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Communications advising so and place the faulty equipment in the
Communications Supervisors mailbox.
2.1 (F) - TTY Equipment
TTY equipment in integrated within the VESTA application. However, there is a
keyboard at the console (right below) the VESTA monitor that is used for
signing on to the VESTA system as well as for TTY functions.
Please refer to section 2.5 (H) - TTY Operations.
2.1 (G) - 24hr Recorder /NET FLARE
The logging recorder is the system that records all (inbound and outbound)
phone calls and radio traffic. We currently use NET FLARE to monitor the
logging recorder.
2.1 (H) - Paging /Intercom System (846 -0399)
To page someone inside the police department dial `9' to get an outside line
and then the 10 -digit building page phone number of-846-0399 (or you can use
the speed dial on your VESTA labeled "Bldg. Page" and you will be `live' on the
buildings' public address system. Speak slowly, distinctly and repeat the name
of the person you are paging. You may need to page someone from another.
agency to call you or someone in the department. Use their title and give them
an extension number to call.
2.1 (I) - Alternate PSAP
Every PSAP has an alternate PSAP they work with in case of a 911 system
malfunction, natural or man-made disaster etc. Our alternate PSAP is Santa
Clara County Communications. They have the capability of switching all 911
lines to their Center. They can only receive 911 lines. If they receive a call for
service, they will take the information from the caller and then notify (via .
whatever mode of communications is agreed upon) us of the call to be
dispatched or otherwise.
If it is believed that the 911 phone lines are down. Place a test call; call 911 and
see if the call comes through. Chances are that if it does come through the 911
lines are not down. If they do not come through, call County Communications
and ask them to flip the switch and take over our 911 lines until we get the
issue resolved. Notify Verizon (phone # listed on the Emergency repair list in
Reference Binder as well as in NOTEQ) of the malfunction as well as the
Communications Supervisor /Senior PSC.
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2.2 - VESTA Phone System
2.2(A /B) - LOGGING ON to the VESTA phone system
To log onto the VESTA (phone) system go to the phone monitor (between the
CAD monitor and PC monitor) and the VESTA keyboard (directly under the
VESTA monitor).
To bring up the sign on window
1. Click `start'
2. Select `programs'
3. Select `PEI products'
4. Vesta
This will bring up the "Welcome to Vesta" window. Type in your last name only
in the USER NAME field (not case sensitive) and hit `Enter' (no password is
necessary).
2.2 (C) - CONFIGURING your VESTA windows
The windows can be configured user specific. You are able to enlarge,
minimize, move your six VESTA windows as you see fit. Once you have
configured them to your liking, go to your "Vesta Title Bar" window, click on
`window' and scroll down to `save window settings'.
Refer to the VESTA Pallas 2.6 User Guide, `starting VESTA' (2 -2) for further
information.
2.2 (D) - MASTER VOLUME
Using VESTA you can adjust your ringer, headset and microphone volumes as
well as set volume for playback device.
Refer to the VESTA Pallas 2.6 User Guide, `Adjusting volume levels' (5 -28) for
further information.
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2.2 (E) - Telephone Line Descriptions
Telephone Console - Telephone Grou in s
Vesta
Line #
Description
Type of Call
Incoming
Outgoing
Button
911
1 1 -5
5lines
Emergency
Yes
Transfer
0191 & 0354 both need a
7 digit
9,10
2 lines (842 - 0191, ext 354)
Emergency
Yes
10 digit dial
Yes
Business
6,7
Ext 350 and 351
Non - Emergency
Transfer
Lines
Intercom
8
Ext 359 & 354
Internal use
Yes
Transfer
only
Alarm
12,13
842 -8662, 842 -9175
Alarm Calls
Yes
No, Not transferable
Lines
CDF Line
14
California Dept. of Forestry
ER fire calls
Direct Line
Direct Line
Long
11
842 -1470 (not published)
Long Distance
No
No, Not transferable
Distance
Note: If the 842 -0191 line is busy, our phone system has been programmed to
roll over to the 842 -0354 line. If the 846 -350 line is busy, our phone system
has been programmed to roll it over to the 846 -03.51 line.
2.2 (F) - IRR (Instant Recall Recorder)
The IRR feature within VESTA records phone and radio
conversations /transmissions and allows you to display, save, playback, send to
another user, lock and unlock these recording.
Refer to the VESTA Pallas 2.6 User Guide, `Introducing the IRR' (5 -2) for further
information.
2.2 (G) - LINE STATUS
The "LINE STATUS" component allows you to view ringing, currently active and
held calls at your work station. It also allows you to answer incoming calls and
initiate calls.
Refer to the VESTA Pallas 2.6 User Guide, `Understanding the Modules'
(4 -2) for further information.
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2.2 (H) - CALL INFORMATION DISPLAY
The ALI DISPLAY window allows you to view the callers address, phone number,
ESN and local emergency services agencies attached to that address based on
GUI information.
Refer to the VESTA Pallas 2.6 User Guide, `Viewing call information' (4.72) for
further information.
2.2 (I) - TTY functions
The TTY module within the VESTA phone system allows you to communicate
with callers (who are deaf or mute) who use a TTY device.
Refer to the VESTA Pallas 2.6 User Guide, 'Communicating with TTY module' (4-
111) for further information.
2.2 W - Call Control
The CALL CONTROL module allows you to answer PRIORITY incoming calls,
place calls on HOLD, and RELEASE calls, using the buttons within the Call
Control module that are labeled as stated above (PRIORITY, HOLD and
RELEASE). This functionality is also programmed into the top of your keypad
on your keyboard (not your VESTA keyboard, but your CAD keyboard) for
quicker processing.
Refer to the VESTA Pallas 2.6 User Guide, `Understanding the Call Control
Module' (4 -8) for further information.
2.2 (K) - Auto Dial
The AUTO DIAL module allows you to dial outgoing calls, conference and
transfer a call, process call backs to 911 callers as well as manage and call back
abandoned calls.
Refer to the VESTA Pallas 2.6 User Guide, `Understanding the AUTO DIAL
module" (4 -13) for further information.
2.2 (L) - ALI request
Within the CALL INFORMATION DISPLAY module, you have the ability to
request location information for a phone number. Click `options', a drop -down
menu will appear. The dialog box will open up. Type the phone number
(including area code) being researched and then click OK. If location
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information is available for phone number entered, it will display in the Calling
Number box.
Refer to the VESTA Pallas 2.6 User Guide, `Performing a manual location
information request' (4 -74) for further information.
2.2 (M) - Message Wizard
The MESSAGE WIZARD allows you to view and clear messages as well as send
and receive messages with or without call recordings.
The MESSAGE WIZARD is located in the VESTA Titlebar, under OPTIONS.
Refer to the VESTA Pallas 2.6 User Guide, `Working with messages' (5 -11) for
further information.
2.2 (N) - HELP feature
The HELP feature is located on the VESTA Titlebar. The "HELP" feature displays
an electronic version of the Admin Guide, User Guide and a summary titled
"About Vesta ".
2.2 (0) - Logging off the VESTA system
To log off the VESTA phone system, on the file menu, select LOG OFF. All
VESTA windows will close and the LOGON dialog box will appear.
2.2 (P) - VESTA Alarm
The VESTA alarm is located under each console. Should the alarm sound,
create a "MISIFO" CAD event, documenting the incident and also send an email
to the COMMUNICATIONS email group.
2.2 (Q) - Resetting /Restarting VESTA
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2.3 - 911 System and Telephone Equipment Malfunctions/ Failures
2.3 (A) - Non Emergency Telephone Lines
Should the non - emergency telephone lines fail there are a few things that must
be done immediately. Create a CAD event (MISIFO) and document the issue.
Refer to the "System Malfunctions & Failures" sheet (yellow sheet) in the front
of the Reference Binder. Contact Verizon (under the Phone Problem section)
and report the trouble, providing description, length of time it's been occurring
and agency contact information. They will also ask you for your Segment # (also
located on the instruction form).
Advise the Communications Supervisor /Sr. PSC as well and W /C. If the
malfunction is going to affect the ability for outside agencies or our personnel
to reach us, also advise patrol, S /0, CHP, County Communications (medical side
- ambulance) and Cal Fire and provide them our Communications Cell Phone
Number so that they can reach us. All of these notifications should be
documented on the CAD event. The Communications Cell Phone is kept in the
Communications mailroom on the counter. Bring it out into the
Communications floor for use.
These types of situations require us to work `outside the box' and be creative in
how we deal with our own internal work - related crisis. Remember our job is to
always be the `calm in the storm'. Be open to ideas, suggestions, and be
flexible.
When the system /equipment has been restored, make sure to document the
repair and notify all agencies that we are back to business as usual.
2.3 (B) - 911 Equipment
Should there be a 911 equipment failure fail there are a few things that must be
done immediately. Create a CAD event (MISIFO) and document the issue.. Call
County Communications and ask them to flip the switch on our 911 lines. This
will reroute all of our 911 lines. to their agency for triage. They will then call us
with the CFS information as they process our calls.
Refer to the "System Malfunction & Failure" sheet (yellow sheet) in the front of
the Reference Binder. Contact Verizon.(under the Phone Problem section) and
report the trouble, providing description, length of time it's been occurring and
agency contact information. They will also ask you for your Segment # (also
located on the instruction form).
Advise the Communications Supervisor /Sr. PSC as well as W/C and patrol. All
of these notifications should be documented on the CAD event.
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When the system /equipment has been restored, make sure to document the
repair, notify County Communications that they can switch back our 911 lines
to us. Also advise any other agencies /entities that may have been advised of
the malfunction.
2.3 (C) - ANI/ALI errors
Although most ANI /ALI information that you will be coming across will be
accurate there will be those rare occasions that it will be incorrect. In those
cases, reconfirm the correct information and complete a "Misroute & ANI /ALI
Discrepancy Form" (located in the rolling file cabinet). This form will then be
submitted to the Senior PSC who will fax it to County Communications for
follow -up and correction. These completed forms are kept in a binder labeled
`911 Misroutes' in Communications (round file cabinet).
2.4 - Call Taking
2.4 (A) - Role of Call Taker
The vital and specialized support role of the Public Safety Communicator
(PSC) dictates the need for highly dedicated.and self- motivated persons to be
assigned to this key function. Professional demeanor and a strong personal
desire to provide public service must be the primary job goals of the men, and
women who provide the critical communications link between the needs of the
community and the resources of public safety.
The job requirements of the Call-Taker are exacting. There is an expectation
that a high standard of proficiency by achieved, as knowledge gained through
training, on -going experience, and natural abilities all come together to enhance
overall performance. As the required level of proficiency is attained, you will
earn the confidence of co- workers, police /fire personnel and supervisors. They
are aware of the contribution you make to their respective duties, the
departments image and public safety in general.
As a PSC handling incoming calls for service, it is your responsibility to screen
these calls in order of priority and importance. It is also your responsibility to
convey a positive image of the department and your position by displaying a
courteous and professional demeanor during all telephone contacts. To obtain
accurate and complete information, proper questioning and listening
techniques must be utilized at all times.
As a Call- Taker, CAD will attempt to verify (geo- check) all addresses,
intersection or common business that you enter into the `Event Entry' window.
The CAD system will geo -check within city locations, some county (CTY)
locations or will provide you the opportunity to `override' the location. The
Event Entry window will guide you through your preliminary questions to the
Reporting Party. You will also have access to all pull down (F1) files within the
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CAD system for quick reference. Relaying information (in person or via CAD)
to your partner(s) is extremely important..
The objective of your telephone training is to provide you the following:
A. Ability to speak in a voice that is clear, easily understood and
authoritative.
B. Ability to deal courteously with the public under ANY circumstances
C. Ability to take control and direct the flow of the conversation
D. A knowledge and understanding of call screening and prioritization
E. A recognition of the importance of information verification
F. A knowledge of logical questions to ask, in the proper sequence
G. The importance of keeping your partners, supervisors appraised
H.. Knowledge of 911 technology
Customer Service
We provide a service to a variety of groups: police officers, fire personnel,
citizens and other city employees. When someone calls in, do the best
job possible to provide the customer with good service. Most people
appreciate the help you provide, although they may not say it. Some calls
may take a little more time, but the end results usually come out better
due to that extra time. Still other calls seem to need special care. It takes
extra time, but that energy usually pays off.
On the other hand you do not need to take abuse. If you have an abusive
caller, warn them you are going to hang up if they continue. If they don't
stop, tell them you are hanging up and then do so. You are not being
rude, but protecting yourself against the abuse.
1. IDENTIFY YOURSELF
In the interests of professionalism and saving time, depending on the
phone line you are answering, make sure you announce yourself with the
appropriate phone greeting "911 emergency ", "Communications" etc.
The caller should never have to ask which agency or office they have
reached. Remember on non - emergency lines to also identify yourself
with your first name.
2. ANSWER QUICKLY
No one likes to be kept waiting, especially on the phone. Make a real
effort to answer every call before the second ring. That incoming ,call
that you have kept waiting could well be a life in danger. Every second
counts.
At the same time remember that, you are not responsible for that call
until you answer it. So make sure you are clear to give them the attention
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they may need, especially when answering a 911 call. Remember, an
emergency call could come in on any phone line. Also, a person who was
kept on hold too long could have had a pleasant attitude to begin with
but is now irate and difficult to handle.
Personal Conduct
Remember, you are always on tape. Develop good telephone habits. You
should be dignified without .sounding aloof, friendly without becoming
familiar, and sound sincerely interested in the caller.
You must be careful, at all times, not to do or say anything that may be
construed as disparaging of any race, creed or class of people. If the
caller is making disparaging remarks about any class /group of people,
ignore it. Don't fall into the trap of becoming argumentative or
defensive, even if you are personally offended.
Be professional/business like at all times, but use your sense of humor
when it is appropriate. It can help the caller get through a trying time
and will certainly leave you feeling better. People respond to a smile in
the voice and it will help them feel that you are genuinely interested in
their problem. Avoid unprofessional expressions. Never appear
flirtatious. Again, remember you are being recorded. Would you be
embarrassed to have a call listened to by your supervisor, or how about
in court? The crux of this matter is knowledge and sincerity. The public
can spot a phony, and your whole rapport with the caller could be gone
before you know it.
Voice Quality
See yourself as others hear you. Have you ever stopped to wonder how you
would sound if you could called yourself? Or if you would like someone
speaking to one of your loved ones in this manner? It's a good habit to check. in
with yourself occasionally. If is the nature of this job, to get frustrated on
occasion, so checking -in /shaking it off as best you can, can be very helpful.
You will find that your speech has four important characteristics:
A. Level of Professionalism
B. Distinctness
C. Volume
D. Speed
Every telephone call must be answered with a professional voice, never a
brusque or gruff voice that might be intended to impress someone or is a left-
over from a previous difficult phone call. It is not a sign of weakness to be
empathetic or polite. Be attentive to the caller and attempt to determine from
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the caller's tone of voice the urgency of the call. Keep the length of all
incoming calls as short as possible. Be polite, but discourage the marathon
conversation. They may have a wealth of information to give you, but only a
small portion of the information is pertinent to the call.
Speak clearly. Enunciate your words. If you mumble and have to repeat
yourself, you may be wasting valuable time.
Voice level should be of adequate volume, but don't shout. If you speak too
loudly, you may offend the caller and give the perception of being rude or
impatient. Don't speak too softly or you may have to repeat yourself.
Project an air of authority and knowledge. This is called `command presence'..
Make positive and accurate statements. If you give the impression that you
know you are correct, the caller will probably accept your authority and
expertise. If you seem hesitant and unsure, the caller will question your
abilities.
Control of Conversation
In order to ascertain the urgency of the problem and assist in prioritizing calls,
the Call-Taker must take control of the conversation. After the initial exchange,
you sense the needs of the calling party, cut off superfluous wordage by
leading the call into meaningful context by asking questions (redirecting). Be
courteous, but firm. If it appears the person calling does not have complete
information, or is getting information from someone nearby, ask to talk to the
most knowledgeable party.
Remember that you may only have 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.
Tell the caller that your partner is already dispatching units (if true). This will
let the caller know that there is no delay due to questioning and they may be
able to concentrate better on the questions being asked of them.
Callers will panic or become irate or hang up if you do not appear organized in
questioning or confident in your work. How far can a suspect run or drive
within the times it takes you to process the call? The dispatcher must gather
the information as quickly as possible to properly deploy sufficient units.
Officers must be armed with as much information as possible prior to arrival.
Other citizens attempting to report emergencies may have to wait while you are
wasting time with a citizen who is rambling or until you take control of the
conversation to obtain the necessary information. Remember that while you
are not taking control of the conversation and processing it in an expedient
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manner, you are also putting your partner in a situation where they are having
to `carry you' as you are now not able to handle other responsibilities because
you are tying yourself up on a lengthy or unnecessary conversation.
Assertive Control
You may be able to control the direction of an incoming call simply by calming
an upset RP, interjecting questions at the proper time, or asking them to
provide the information in an orderly fashion. That isn't to say you are going
to be rude or obnoxious to a caller who is displaying a variety of emotions on
the phone. Most RP's will stop their thought process and respond to your
questions because most believe you are the professional. Treat them in a
courteous and competent manner. A few will turn on you if you start to push
them. Each call is a fresh start, so give each caller a fair chance to tell their
story, if time permits.
If you receive multiple calls regarding the same incident, do not assume
the next caller is reporting the incident you already know about. Ask them
what they are reporting to verify this is not a new incident they are calling in or
to speed up call processing times, you can ask `are you reporting the fire /fight
etc. at ______ (location)' and see if they have additional information you may
need. You never know when someone is calling in something new and are the
first to report it.
Legal Jargon
Utilize plain, everyday language with the public. They don't understand legal
jargon or radio codes. Remember the last time you attempted to talk to an
attorney or mechanic and you felt alienated or irritated because you had to
continually ask them for a layman's term translation? Never attempt to
educate the public in law enforcement terminology.
Never accept law enforcement terminology /jargon from citizens. You don't
know what code they do and don't really know. Have them explain it in laymen
terms. When speaking to other agencies, be extremely careful, as not all codes
are the same.
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Telephone Greeting
2.4 (H) - Telephone Greeting
Telephone Line
Line #
Phrase
All 911 lines
1 -5
'9 -1 -1' or '9 -1 -1 Emergency'
842 -0191
9
'Gilroy Police & Fire, (11 name)'
846 -0354, 8460 -0359
8,10
'Communications' or 'Radio'
846 -0350 or 846 -0351
6,7
'Gilroy Police & Fire (1" name)'
842 -8662 and 842 -9175
12,13
'Gilroy Alarm (11' name)'
CDF Line
14
'Gilroy Fire (Is' name)'
CALL SCREENING and PRIORITIZATION
The purpose of screening calls for service is to sort out those calls, that require
an emergency response (red lights and sirens), an immediate response, a
routine response, response from another agency /entity or no response at all.
It is important to have the caller verify the address of a call. People under
stress will agree to information, even though it may be incorrect. There are
specific reasons the caller may not want to provide the address (i.e. a female
calling in a domestic violence where the suspect is standing right next to her).
Always attempt to have the caller verify their address and phone number. They
may be calling from one address but the actual place of occurrence is at a
different address. They may have moved but the ALI is still showing the old
address.
Because all Call Takers are required to handle multiple incoming telephone
lines, a clear understanding of the prioritization of these calls is vital.
OVERRATING a CALL
• Caller is excited, causing the PSC to panic
• PSC has a personal feeling and preconceived perception
• PSC may feel a personal responsibility to assist
• PSC is afraid of underrating the call
• All information was not obtained
• PSC has a wild imagination and little experience
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UNDERRATING a CALL
• Not enough information available
• Not enough information obtained
■ PSC afraid of liability
• Inexperienced Call Taker may not understand the potential
seriousness of the call
■ Disbelief, the Call Taker may not believe the call is real
• Missed a part of the conversation or misunderstood a word
or phrase
• Too busy to give full attention to the call
• Personal experience may interfere with interpretation
■ The caller's attitude may influence the Call Taker
INSUFFICIENT INFORMATION
• Intimidated by the caller
• In a hurry or too busy
■ Doesn't clue in on keywords or phrases
Doesn't follow proper interrogation techniques
• Just DIDN'T ASK
TO KEEP OUT OF TROUBLE
- ■ Use proper interrogation techniques
■ Take into consideration all surrounding factors
■ DO NOT ACT before you have enough information,
however, make sure there is timely routing of information
• Don't let the caller `lead' you or `control' the conversation
■ Provide accurate /appropriate information to caller
■ Try not to let your personal experience influence you
■ Relay ALL the facts
■ Know your limitations. Ask for assistance, when necessary
■ Follow up on mistakes
• Go easy on yourself (the Is' time)
Don't take it personally (easier said than done)
• The 2nd time, look a little deeper. Maybe ask for some
guidance or seek additional training.
HIGH PRIORITY /RISK CALLS
The highest priority calls are those in which the physical well -being of a person
is in jeopardy. Examples would include traffic accidents with injury, suicide
attempts, domestic disputes, any call involving the use of weapons, including
fights and robberies. Also included in priority calls, but to a lesser degree, are
calls in which property is in jeopardy (i.e. burglaries, thefts or, malicious
damage, where the crime is in progress or where the crime just occurred and
the suspects are believed to still be in the area).
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Procedure for high priority calls are as follows:
A. Ascertain the nature of the problem.
B. Ascertain the location of the problem. It may not be within our
jurisdiction to handle. Get the location of the problem and the
phone number the RP is calling from in case it becomes an
incomplete call. Confirm that where the RP is calling from is the
.same as the location where the incident occurred. You may
ultimately wind up with three different addresses:
1. The place of occurrence
2. The location where the RP is now
3. The RP's home address
If the RP is calling from a business, get the name of that business
and include it in the call, including the suite number. If the caller
is calling on 911, confirm that the address and phone number
displayed are accurate. This will also establish that the problem is
in our jurisdiction. Get the correct spelling of the names as an
officer may have to check mailboxes, drivers' license files or vehicle
license files.
C. Send the call to the PSC working the channel immediately with
the partial information, then return to the caller for further
information. Update the call as additional information is
received so the PSC may, in turn, advise the responding officers.
The goal is to broadcast the information in as timely a manner
as possible. This is especially important with felony in- progress
calls that are against person(s). There will be times when you -
receive a `hot' call or `hot piece of information that must go out
immediately. Advise your partner that you need to go out on
their air /radio and do so, but remember to data enter the
information into CAD as well, not just broadcast it.
D. Ascertain if anyone is injured as soon as possible. Keep the
party on the line. Update the call that there is an injury
involved so the paramedics can be started.
E. For officer safety, it is imperative that you obtain the following
information immediately, preferably in this order:
1. Vehicle description and license plate number
a. Color
b. Year
c. Make /Model
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d. Body Style
e. License
2. Direction of Travel (DOT) whether on foot or in a vehicle,
and toward what street or landmark. Giving
north /east /south /west in Gilroy is very important as well.
3. Weapon(s) used, if any - never assume anything. Just
because there were no weapons mentioned does not mean
no weapon were involved. ASK! Also be sure the caller
observed the weapon and not just assumed they had one
because they were talking about it. Ascertain if they
brandished it or was it simulated, suggested, assumed etc.
4. Number of suspects
5. Suspect(s) Description (one at a time)
a. Sex
b. Race
c. Age
d. Height (at least tall or short)
e. Weight or build (heavy set or skinny),,
f. Hair /Eye color
g. Additional descriptors (i.e. glasses, mustache, 's),
h. Clothing description (top to bottom i.e. hat, jac et,
shirt, pants, shoes, carrying anything)
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ROUTINE CALLS
The majority of calls received fall into this category. They are informational in
nature, or the time element dictates that no person or property is in jeopardy.
Calls in this category are handled in the order in which they are received.
Research indicates that the expectations of the caller and the ability of the
police to satisfy those expectations are more important to citizen satisfaction
than sheer speed of response. In other words, if the PSC's tells the citizen that
the officer will "be right over and the officer does not arrive for fifteen
minutes, the citizen will not be impressed or satisfied with the response time.
However, if the citizen had been told that an officer would be there as soon as
possible, and the officer arrived in ten minutes, that same citizen would
probably be satisfied with the response time because the officer arrived earlier
than would generally be expected. Before terminating the call, the caller should
always be advised if there will be an undue time delay.
QUESTIONING & LISTENING
By carefully questioning and listening, in most cases the Call Taker should be
able to clearly identify the "critical" from the "non - critical" call for service.
Once this has been established, there are specific questions and information
that should be obtained, other than the WHO, WHAT, WHERE and WHEN.
The sample pages at the end of this chapter were prepared for your quick
reference in an emergency. Let the questions become second nature to you. If
you learn good basic skills, in an emergency your instincts will kick in and you
will handle the call the same way as a routine call, only faster.
Active Listening
For those every day, run of the mill phone calls we all get, some of what you
will find here does not apply. However, there will come a time when someone
is going to be reaching out for help. They may be just on the brink of lashing
out at themselves or someone else. They may be so extremely upset over what
appears to be a trivial matter but is of monumental importance to them. They
may just need someone to talk them out of taking that last step.
When you receive that especially difficult call, be empathetic. You can do this
by following some of the suggestions listed below. They are used by hostage
negotiators but can prove very useful in dealing with many different situations.
A. An important aspect of active listening is to assess the facts and
emotions of the caller. Hear the words but also tune in to the
emotion. Reflecting the emotion back can affirm to the caller
you are interested in what they have to say. This technique
doesn't work if the person is yelling and verbally attacking you.
57
B. Most people are uncomfortable with silence, so it is good to
keep the person engaged in conversation. However you can use
silence just before or just after making an important statement
to deliver the point.
C. To keep the flow of conversation going, use small words or
sounds to let the person know you are actively listening to what
is being said. Things like "oh ? ", "when ? ", "hmm" or "really ?" are
some examples.
D. Use "I" messages if the caller is being verbally abusive to you.
"I'm here to help you but not to be yelled at or cursed at ". This
may help calm the caller down and get them away from the
verbal attack.
E. The difference between using an open -end question and closed-
end question has to directly relate to the type of call. Open -
ended questions are how, what, when, and where questions and
lead to much broader responses, providing more information.
Close -end questions require a specific answer. "How many
times has this happened ?" versus "has this ever happened
before ? ". Also using "why ?" usually gets the "because" response
so be prepared to question further if needed.
F. When dealing with a hostile caller, paraphrase what they have
told you. This will help establish you have heard, understood,
and are clarifying what they are telling you and helps establish
rapport with them. "What I'm hearing is...." or "Are you telling
me..."
Remember, every caller has a story to tell. Sometimes all they need is to have
someone listen to them. You will determine how long a call will last and how
important it is. If you keep in mind that person wouldn't be calling if it we
important to them, you have taken the first step towards seeing the situation
from their side of the story and that's the first step to being a good listener and
a good negotiator.
58
BASIC QUESTIONS - (The 6 W's)
1. WHERE /Place of Occurrence (Location where incident occurred)
a. Where is it occurring? (House, Apt, Suite #, Business Name)
b. Where is the Suspect/Victim?
c. Where is the Reporting Party (RP)?
Additional location information you need to get:
- House or Apartment, front /rear house, Is' /2nd story, alleyway
When knocking at the front door - the house to the LT or RT of RP
- Location within the complex/business
- Building Name and Suite #
- Closest Cross Street
- Landmark
2. WHAT (Type of Incident - Police, Fire, Medical, Combined, DPW, ACO,
other city department(s), other agency, no action - referral, message)
a. What is occurring? How many?
b. What is on fire?
c. What is wrong with the person?
d. Who got bit (person /animal)?
e. What type of pole, wire, city vs. private property
f. Severity? Injuries /Extent
g. Weapons? Other potential hazards?
3. WHEN (Time Element)
a. When did this happen?
- In Progress (I /P), Just Occurred (J /0), Prior, Pending
- 5min ago, 1hr ago, yesterday, last week, 5 years ago
4. WHO
a. Who are you?
b. Who is the victim?
c. Who is reporting this to you? 3rd party?
d. Phone Number (for RP, victim, witness, other involved party(s)
S. WHY
a. Do you know why this happened? (what was the fight over ? etc.)
59
6. HOW
a. How many are involved, cars or people?
b. Any weapons, if so, how many, what, description (handgun, sawed off,
steak knife, machete, black grip,. red aluminum bat etc.)
c. Any vehicles, if so, what kind /description? Which way did it go
(DOT)?
Do not hang up until you are SURE you have the necessary information to
dispatch the call! Someone's life could depend on it and you may not have a
second chance.
SUSPECT & VEHICLE Descriptions
SUSPECT Description
1. Physical - head to toe
a. Race
b. Sex
c. Age (approximate)
d. Height (tall, short)
e. Weight (heavy, thick, stocky, thin, lanky)
f. Hair (long, short, blond/bro)
a. Color (light, dark, bald)
b. Style and /or length (buzz cut, Mongolian, ponytail)
g. Eye color
2. Clothing - head to toe, outside to inside
a. Jacket (long /short, sweater, color)
b. Shirt (long sleeve, short sleeve, t- shirt, color)
c. Pants (short, long, jeans, cords, color)
d. Shoes (type, color)
I Unique features
a. Facial hair
b. Glasses
c. Scars, marks, tattoos (SMT's)
d. Piercings
4. Any additional information
a. Were they carrying anything with them (backpack, purse, bag, bike)
b. Did they have anyone else with them (another person /child)
_ VEHICLE Descriptions
1. Color (remember: CYMBAL)
2. Year
3. Make
4. Body Style (pick up, station wagon, SUV, hatchback)
5. License Plate (partial is better than none)
6. Damage, stickers /magnets, racks, running boards etc
7. Direction of Travel (DOT)
61
CODES
CALL TAKING & RADIO CODES
The following is a list of the codes from the Santa Clara County Radio Code
Book. It is not a comprehensive list of the codes in the SCCRCB because we do
not use all of them.
Phonetic Alphabet
A
Adam
N
Nora
B
Boy
0
Ocean
C
Charles
P
Paul
D
David
Q
Queen
E
Edward
R
Robert
F
Frank
S
Sam
G
George
T
Tom
H
Henry
U
Union
I
Ida
V
Victor
J
John
W
William
K
King
X
Xray
L
Lincoln
Y
Yellow
M
Mary
Z
Zebra
Color Codes
The following is a list of color codes utilized daily. They are used in the text of
calls for service and entry into several different teletype systems. It is
imperative that you become familiar with them.
Beige
BGE
Black
BLK
Blue
BLU
Brown
BRO
Burgundy
BURG
Green
GRN
Gray
GRY
*Orange
ONG
Purple
PPL
Red
RED
Silver
SIL
Tan
TAN
White
WHT
Yellow
YEL
Light
LT
Dark
DK
62
Days /Directions/ States
Days of the Week
Directions
State Codes
Monday MON
Friday FRI
Tuesday
TUES
Saturday
SAT
Wednesday WED
Sunday SUN
Thursday THURS
Westbound W/B
Just W/O JWO
Eastbound E/B
Just E/O JEO y�
Southbound S/B
Just S/O JSO �l
Northbound N/B
Just N/0 JNO
AL
Alabama
MO
Missouri
AK
Alaska
MT
Montana
AZ
Arizona
NB
Nebraska
AR
Arkansas
NV
Nevada
CA
California
NH
New Hampshire
CO
Colorado
NJ
New Jersey
CT
Connecticut
NM
New Mexico
DE
Delaware
NY
New York
DC
Dist of Columbia
NC
North Carolina
FL
Florida
ND
North Dakota
GA
Georgia
OH
Ohio
HI
Hawaii
OK
Oklahoma
ID
Idaho
OR
Oregon
IL
Illinois
PA
Pennsylvania
IN
Indiana
RI
Rhode Island
IA
Iowa
SC
South Carolina
KS
Kansas
SD
South Dakota
KY
Kentucky
TN
Tennessee
LA
Louisiana
TX
Texas
ME
Maine
UT
Utah
MD
Maryland
VT'
Vermont
MA
Massachusetts
VA
Virginia
MI
Michigan
WA
Washington
MN
Minnesota
WV
West Virginia
MS
Mississippi
WI
Wisconsin
WY
Wyoming
63
10 Codes
10 -1
Receiving poorly
10 -2
Receiving OK
10 -3
Change Channel (specify to what channel)
10 -4
Message received .and understood
10 -5
Relay to
10 -6
Busy /Stand By
10 -7
Out of Service (location and nature)
10 -713
Out of Service (personal/break)
10 -7 OD
Out of Service (off duty)
10 -71Z
Out of Service (monitoring radio traffic)
10 -8
In Service
10 -9
Repeat
10 -10
At home
10 -12
Visitor /Rider present
10 -14
Escort
10 -15
In custody (if female will advise, mileage, how many, nature)
10 -16
Pick Up
1049
Return /Enroute to station
10 -20
Location
10 =21
Phone (advise extension, department, person)
10 -21R
Phone radio
10 -22
Cancel
10 -23
Standby
10 -27
Drivers License
10 -28
Vehicle Registration
10 -29
Check Wants (could be vehicle, person, property)
10 -29C
Criminal History
10 -3`3
Alarm (audible, silent, panic etc)
10 734
Open door
10 -34G
Open gate
10-35
Open window
10 -36
Confidential
--40-44
Maternity
10 -45
Injured Person
10 -46
Sick Person
10 -49
Enroute to...
10 -50
Report
10 -51
Intoxicated person (647F)
10 -53
Person Down
10 -54
Possible Dead Body
10 -55
Dead Body /Coroner's Case
10 -56
Suicide
10 -57
Shots fired
64
10 -57H
Shots heard
10 -58
Garbage dumping
10 -62
Meet the citizen
10 -65
Missing Person (child, juvenile, adult, at risk)
10 -66
Suspicious Person
10 -66C
Suspicious Cirumstances
10 -67
Person calling for help
10 -67X
Female calling for help
10 -70
Prowler
10 -71
Shooting
10 -72
Stabbing
10 -73
How do you receive?
10 -80
Explosion
10 -86
Any traffic?
10 -87
Meet the officer
10 -91
Animal Call
10 -95
Pedestrian Stop
10 -96
Pedestrian Stop, send fill immediately
10 -97
Arrived on scene of assignment
10 -98
Finished with assignment
10 -99
Open security door (jail)
11 Code
Fire
11 -24
Abandoned Vehicle
11 -25
Traffic Hazard
11 -25B
Access blocked
11 -154
Suspicious Vehicle
11 -79
Vehicle Accident - ambulance dispatched
11 -80
Vehicle Accident - Major injuries
11 -81
Vehicle Accident - Minor injuries
11 -82
Vehicle Accident - Non Injury (property damage only)
11 -83
Vehicle Accident - Unknown injuries
11 -84
Traffic Control
11 -85
Tow Truck needed
11 -95
Car Stop (location, license)
11 -96
Car Stop (location, license) - send fill immediately
904
Fire
952
Status
956
Available on scene
65
Call Prioritization
It is the responsibility of the PSC to prioritize calls, in order to ensure that
these incidents are handled in a safe, expedient and coordinated effort. Listed
below are some words and definitions that will be used by GPD personnel to
prioritize calls for service.
Time Element
A. In Progress (I /P) - occurring now
B. Just Occurred (J /0) - occurred within last 10- 15minutes
C. Prior - occurred a few hours, last night, yesterday
D. Pending - is going to occur or believed that it is going to occur
Degree of .Crime
A. Felony - Major crime as in murder, rape, robbery, stolen vehicle
(punishable by imprisonment over lyear or even death)
B. Misdemeanor - Minor crime as in petty theft, minor vandalism
(punishable by fine or imprisonment of less than lyr)
C. Infraction - Vehicle code violations, non - arrestable. Officer issues a
citation, person can either have violation signed -off or pay a fine.
68
TYPES of CALLS - by resource /referral
1. Police
2. Fire
3.' Medical
4. Combined (Police and Fire)
5. Animal Control
6. Online /Mail -In Report
7. DPW .. � .�.��' '�
8. Other City department
9. Other Outside Agency
10.No action
11.Referral
12.Information provided
SEVERITY Determination
1.. In Progress, Just Occurred, Prior
2. Injuries (How many, extent)
3. Weapons (type, how many, description, access)
4. Number involved
5. Potential hazards
80
TELEPHONE MECHANICS
Telephone Paging System
To page someone inside the police department dial `9' and then the 10 -digit
846 -0399 (or using the VESTA speed dial, click on BLDG PAGE) and you will be
`live' on the buildings' public address system. Speak slowly, distinctly and
repeat the name of the person you are paging. You may need to page someone
from another agency to call you or someone in the department. Use their title
and give them an extension number to call.
Transferring Calls (internally)
When a call is received that should be transferred to another extension within
the department, click the `flash' (you will hear a dial tone), dial `9' and then the
full 10 -digit phone number. You may then `release' (disconnect) the line.
Transferring Calls (externally)
Sometimes an officer will call and ask to be transferred to a phone number
outside the department. You may also be placed in the position of transferring
a call from a citizen to an outside agency. Do not place the caller on hold,
simply click the `flash' button (you will hear a dial tone), dial `9' to get an
outside line. Dial the phone number you wish to transfer to, introduce parties, .
then click the `release' (disconnect) the line.
Only transfer calls when necessary. None of us like the proverbial `run around'.
In time you will become proficient in answering many questions, but you will
never be able to answer them all. Attempt to provide your customers with
direct phone numbers when possible to avoid future unnecessary calls into the
911 center for the same transfer. When it is necessary to transfer, tell.the caller'
what you are going to do and also provide them the phone number should the
line get disconnected. If the requested information is not immediately
available, obtain their name and phone number and as time allows, return the
call yourself.
81
EMD Transfers/ Instruction
At this time Gilroy does not provide EMD instructions or medical advice.
We do transfer the caller if they are with the patient to Santa Clara County
Communications (medical side) for EMD (pre - arrival) instructions.
If asked for medical advice, advise the caller that we are not trained to provide
that information.
Telephone Messages
Telephone Messages (for on duty personnel)
Communications personnel will take telephone messages for on -duty personnel
when the occasions arise. All messages should be as complete as possible,
including a case or sequence number in reference to an incident or what the
phone call is regarding. If you have a corresponding case or sequence number
`XREF (cross- referencing CAD command) it to the call.
Telephone Messages (for off duty personnel)
The City of Gilroy has a city -wide voicemail system. When a phone call comes
in for off -duty personnel, provide the caller with the voicemail number. Advise
the caller they will need to dial the four -digit voicemail number at the prompt
and transfer the call to extension `325'. �c6�
Placing Calls on Hold
Regardless of how busy you are, the caller should not be treated with
impatience. Explain when it is necessary to put any caller on hold, such as
`hold please, I have another line ringing'. When you put a caller on hold, try to
never leave the caller on hold for too long. Prior to placing them on hold, make
sure that their call is not urgent in nature. Remember the information already
provided and don't make the caller start over each time you come back on the
line. If you see a call on hold and you are available, offer to take the call and
explain to the caller that you will help as your partner got busy or similar.
Don't be afraid to ask for help from your partners when either you become
overburdened with calls or if you have left lines on hold and are on a
potentially lengthy phone conversation. As the same time, your partner(s)
should notice (situational awareness) that you are busy and start backing you
up with assistance as well.
EXi
Obtaining (non - published) Phone Numbers or Subscriber Information
Due to a 1984 court decision, the telephone companies may only release non -
published telephone listings and /or subscriber information to a public safety
agency only under the following conditions:
A. To enable response to a possible life and death situation. These have
been described as 911 incomplete calls, unknown trouble calls,
barricaded suspects, suicides and. similar situations.
B. In response to a lawful search warrant.
This policy does not cover calls relayed to this Department by the telephone
operator where callers have requested police assistance. The operator will have
and is authorized to give such information (i.e. address and telephone number
of calling party) to enable police response.
83
2.5 - 911 SYSTEM
911 Lines
The State of California, like many other states, has adopted the 9 -1 -1
emergency phone system to expedite emergency police, fire and medical
assistance to those who most urgently need it.
This emergency. telephone system enables the Public Safety Answering Point
(PSAP) to immediately identify the telephone number and address of the calling
party. All phone lines into the Gilroy Communications Center are recorded.
911 (calls can be answered at five positions in the. Communications Center. The
six positions are supported by ANI (Automatic Number Identification) and ALI
(Automatic Location Identification) systems as well as the phone position at the
desk.
The Gilroy Communications Center is the primary answering point for Police
and Fire services for the City of Gilroy. The proper operation and maintenance
of the 911 system is of vital importance to the welfare and safety of the
residents of Gilroy. The 911 coordination for the City of Gilroy is the
responsibility of the Communications Supervisor. The Santa Clara County
Communications Department is responsible for 9 -1 -1 coordination for the
County of Santa Clara.
The 911 phone lines have priority over all other incoming lines and should be
answered first. We, at Gilroy Communications pride ourselves on answering on
the first ring whenever possible. The appropriate way to answer 911 is by
saying "Gilroy 9 -1 -1" or "Emergency Services, what are you reporting ?"
Immediately determine if this is a true emergency (a true 9 -1 -1 call).
The address and phone number display are made to interface with the CAD
event entry (call taking) window. It is a recommended practice to have a clear
event entry window whenever you answer a 911 line so you may verify the
address. It is also a good practice to first verify the location of occurrence prior
to verifying the address. We look for the location of occurrence which may be
different from where the Reporting Party is calling from. Verify what is
showing on the screen is accurate. Occasionally when people move they will
take their phone number with them but the data that appears on the ALI hasn't
been updated yet. The 911 system is comprised of five components:
A. The `Call Director' is installed at each of the five consoles.
B. The `Transfer Unit' which allows the 911 caller to be transferred to pre-
programmed destinations.
C. The ANI unit which displays the number calling the 911 system.
D. The ALI unit which displays the address of the calling party.
E. The computer connected directly to the 911 system that logs every call
received by the 911 system.
84
85
911 Terminology
ALI
ANI
Manual ALI
Manual ANI
Phase 1 Wireless
Phase 2 Wireless
Re -Bid
TRUNK
W.
ANSWERING THE 9 -1 -1 CALL
Incoming `911' calls always take priority over all other lines. With the VESTA
system, when the `priority' (keypad) button is used to answer calls, it
automatically picks up the highest priority incoming line. After answering. the
line, you may determine that the call is not high priority and will need to place
the call on hold to answer other incoming lines. Advise the caller to please
hold and answer the next call. Not all 9 -1 -1 calls are in progress and not all
business line calls are prior or non - emergency calls. If you need to place an
incoming 9 71 -1 call on hold and have determined it is a high priority call, get
enough information from the RP to create a CAD event and do so, then get back
to your previous call as soon as possible. If you are unable to return to the call,
a partner may be able to pick up where you left off and finish. the call.
Remember, you are not liable for an unanswered 911 if you just can't get to it,
however you are responsible/liable for the answered call. Balance this
responsibility carefully.
If you receive_a 911 call where that is obviously a child playing on the line, you
may call the number back and attempt to talk to the child's. parents to advise
them of the circumstances. If no parent or adult is available or is able to come
to the phone (meaning you are not able to confirm that everything is ok and .
that no public safety assistance is needed), create a call for service so that units
can be dispatched to the call to confirm that everything is ok at the location.
If you receive a 911 call where there is'no one talking, listen for background
noise. If you hear nothing or the caller hangs up and you are unable to re-
establish contact, create a call for service documenting what you heard. There
may be a person unconscious or in some other distress that could only dial
once. THIS IS A PRIORITY CALL. If warranted, attempt to stay on the phone
line until units arrive. As time allows, begin researching premise history (PE
CAD command) for this location and if there is pertinent history, include it on
your call for service.
If you receive a 911 call and hear fighting or arguing in the background, create
a call for service and continue to update the CAD -event with any additional
information that you hear etc. As time allows, begin researching premise
history (PE - CAD command) for this location and if there is pertinent history,
include it on your call for service.
If you receive a 911 and the line goes dead, there is a hang up or the
conversation is cut short, the PSC shall immediately create a call for service
while calling back the listed telephone number to check on the status of the
caller. If you are unable to contact the caller or verify the status of the caller,
an officer shall be dispatched to the location, to confirm that no public safety
FIVA
assistance is needed. As time allows, begin researching premise history (PE) for
( this location and if there is pertinent history, include it on your call for service.
Multiple Callers
In years past, with landlines being the only form of telephonic communication
you may have received 1 -2 calls on an emergency. Now with cell phone
availability these same emergencies can yield 10 -20 or more calls into the 9 -1 -1
center.
You may receive multiple 9 -1 -1 calls reporting the same incident. Although the
PSC's may already have the initial information, when possible /plausible attempt
to get the name(s) and phone numbers (when possible addresses) of as many
RP's. They may have witnessed something that we may need or want to do
follow -up on later. The aforementioned is not always possible given how busy
the Communications Center may be not only fielding these calls but also
responding resources, however an attempt should be made when possible.
ANI /ALI
ALI (Automatic Location Identification) allows you to see the 911 caller's
geographic location, phone number, local emergency services and other
remarks such as name (if the phone number is listed).
ANI ,(Automatic Number Identification) is the phone number associated to an
address,. This is an inquiry into the phone companies' data base by phone
number. These inquiries are to be used for emergency purposes or
investigation of a crime. Under the "Options" menu of the ALI screen is the
"manual" option. After the window pops up, type in the 10 -digit phone number
and press `enter'. Within a few seconds the phone subscriber information will
appear.
911 System Transfers
Some incoming 911 calls may not be occurring inside of our jurisdiction and
therefore will need to be transferred to the appropriate agency. These calls can
be misroutes, or they are City of Gilroy citizens reporting something outside of
our jurisdiction or other similar situations that may warrant a transfer to
another agency.
The VESTA system `911 transfers' pull down menu lists several surrounding
agencies for quick transfer of 911 calls. You only have to click the `911
transfer', highlight the appropriate agency and click the `dial' button. You will
hear ringing and the phone being answered. You will immediately be in a 3 -way
conversation. Advise the agency that this is Gilroy with a Attempt to introduce
the two parties and provide public safety-agency, the callers' name and phone
number. This will ensure that should the parties get disconnected, the pu lic
safety agency will be able to re- contact them immediately without having to call
us back.
88
Create a CAD event (911T) documenting the transfer to include RP's name and
' phone number, place of occurrence, basic description of what they are
reporting and what agency they were transferred to. Many times we must go
back refer back to the call for a variety of reasons (court, policy /procedure
issue or question, additional information etc.) and it can be time consuming to
retrieve the phone call without the detail. Close out the call with a REF
disposition as the call was REFERRED to an outside agency.
A 911 call can also be transferred to a number not on the quick dialer buttons.
Keep the caller on the line, click the `flash' button, wait for a dial tone and then
dial the number you wish to transfer them to. Unlike the rest of the phone
lines, you do not have to dial 9 to get an outside line_ . The 911 system is
independent of our phone system. When the phone is answered, you can listen
in or disconnect, as common sense dictates. You do not need to place the call.
on hold to maintain the connection.
89
TDD Operations
Most incoming TDD (Telecommunication Device for the Deaf) call will be
identifiable by a `tweedle' sound which is the phone machinery recognizing the
caller typing (key strokes). Rarely will the PSC receive a TDD call where the
caller is not already typing which would just sound like an open line. The PSC
will be provided a tape of an incoming TDD call to listen to, by their CTO.
Incoming TDD Calls
A caller using a TDD device may call CRS for assistance in placing their 911 call.
The other possibility is you may receive the 911 from the TDD user themselves.
This is similar to using a translator, however.much slower due to typing speeds
etc. Once a call has been established, the caller will type questions to the
r service person who will then tell you what has been typed. They try only to be
a reader and not take sides. When providing a response, remember the service
person is typing exactly what you are saying so use concise phrases and
sentences. You may also have the need to use this service if there is a
translation problem such as Spanish Speaking TDD caller. There are a few
Spanish phrases with their English translation advising the caller you are not a
Spanish speaker and to hold the line while you connect to a translator. CRS
also provides Spanish translation for deaf callers. The translation service staff
members are usually very understanding and will assist you if you address.
them directly.
Outgoing TDD Calls
There may be a need to place an outgoing TDD call. Practicing this with
another PSC or within someone from another agency will help you become
more proficient and confident in placing these calls. Pick up an outgoing phone
line and call the desired. phone number as usual. When the line begins to ring
engage the TTY module within VESTA located in the VESTA toolbar window.
When the recipient answers you will hear the `tweedle' sound. As soon as they
enable their TTY device, you will be able to begin typing.
This will open up a TTY window. In the top center you will see a "TTY
Disabled" (red font), click on this button. It will immediately turn green and
display "TTY Enabled ". This will enable the TTY keyboard (which is stored
directly under the VESTA monitor) for use.
Begin typing using the Common TTY abbreviations list (CTO will provide the
list to you). Remember at the end of each transmission to include GA (go
ahead) so that the recipient is aware that you are done and they can then_ begin
typing.
0111
911 System Failures
! On occasion the phone system will go down. This means that incoming calls
will not be able to make the connection to us. Sometimes the caller will only
hear a ringing as if the line is coming through, but no incoming lines will ring in
the center. Sometimes the caller will only receive a busy signal.
In the event you discover or are notified of a phone system failure, you must
immediately contact our alternate PSAP, so that they can switch our 911 phones
and begin answering them for us. The Communications Supervisor & W/C must
also be notified.
Create a MISIFO Event Entry documenting what occurred and who was notified.
Document updates on the diagnosis /repair as they become available.
Alternate PSAP
Our alternate PSAP is Santa Clara County Communications. They have the
capability of switching all 911 lines to their Center. They can only receive 911
lines. If they receive a call for service, they will take the information from the
caller and then notify (via whatever mode of communications is agreed upon)
us of the call to be dispatched or otherwise.
911 Misroutes
Landlines
A 911 misroute is an incoming 911 call where the address is either incorrect or
belongs to another jurisdiction. When a person moves, they may choose to
keep their same phone number. They appear to be calling from one address,
but are actually at a new address. Sometimes a phone number is reassigned to
another phone user, but has the old address showing in the data base when
they call 911. This is why we want 911 callers to verify the address they are
calling from. If the ALI (automatic Location Identification) screen shows an
incorrect address, you have verified this with the caller, and the call location is
outside our jurisdiction, you will transfer the caller after explaining they are
outside our area. Use caution in .this area. Your 1 st priority is to help the
person on the other end of the line. If this means taking the information and
passing it along to the appropriate agency then do so if necessary. The caller
may not have time to wait for the transfer and explanation to another
dispatcher.
If the ALI screen shows an incorrect address and the new address is within our
jurisdiction, take the call. Then explain to the RP, if there is time, their 911
address is showing incorrectly on the screen just in case they need to call us
back with another emergency. Also explain you will be filling out the necessary
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documentation to get the address corrected. You may suggest they call 911 in
about a month to verify the address change has been implemented.
We have "911 Misroute" forms that must be filled out in the event of an
incorrect ALI address. Your trainer will walk you through the form. This form
is then placed in the Sr. PSC's mailbox for submittal.
Cellular
Due to enhanced technology and the availability of cell phones, the number of
cellular phone calls that we receive has grown exponentially in the past several
years. It is critical that these calls are handled in an efficient manner.
Cellular 911 calls can sometimes still be routed through the two local (Monterey
office which is located in Salinas & the Golden Gate office located in Alameda)
CHP Communication Centers. We work closely with these agencies as their
boundaries of responsibility in certain locations lie within or adjacent to
(freeway and surrounding area) our jurisdiction. Monterey CHP office is fairly
familiar with jurisdictional boundaries and there are less incorrect transfers.
However Golden Gate CHP office is located out of the area, and they are less
familiar with our jurisdiction, so the possibility for an incorrect transfer is
higher. If you receive a misrouted cellular call and the PSC is off the line, you
can either take the information and pass it along to the appropriate agency or
you can transfer the call back to them and stay on the line explaining the
location.
A high percentage of cellular callers are reporting an incident that has just
occurred or possibly in progress. Precise locations may not be possible due to
some callers not knowing their own location. See if they can provide landmarks
or describe where they are. If they are mobile, get them to describe what they
are passing and try to pinpoint where they currently are. These callers can be
very excited, so use a calm even voice, and get them to think about one thing at
a time, whatever that thing is you are asking. Reassure the caller as they
provide information, and ask them to update you as the incident changes. You
may start to lose the caller due to a bad signal. If you have not completed the
call, quickly advise them they are fading out (or the signal is weak etc) and to
call back if you lose them.
Generally, they will stay on the line when transferring a cell caller to us, just to
confirm jurisdiction and information. After beginning your triage of the call,
you find out that it is actually the prior agencies' jurisdiction, they can take the
call back right there on the line.
0%
911 Hang -Ups and Abandoned Calls
It is possible for a PSAP to receive a 911 call without a caller actually dialing
911 (also known as spurious calls). Besides the misdialed calls, these calls may
result from phone repairs, severe weather, voltage spikes, static electricity,
cordless phones (low battery), people calling outside the U.S. (they must dial '9'
and T), hotels in town have PBX phone systems that require a '9' before dialing
out, and possible other reasons.
No matter the type of 911 hang -up /abandoned an event must be created, the
action(s) taken documented and disposition included.
9 -1 -1 Payphone (Hang -Up) Calls
When a 911 payphone hang -up is received, a CFS (911 PAY) will be created and
an officer dispatched to patrol check the area of the payphone to see if a true
emergency exists. Payphones cannot receive incoming calls, therefore it is
impossible to call the possible RP back to ascertain if there is a problem. .
When a 911 open line is received, a CFS (911 PAY) will be created and an
attempt will be made to communicate with person on the other end of the
phone line, to confirm if a true emergency exists. If unable to confirm
emergency, document what you do hear and dispatch officer (s) to see if there
is actually an emergency.
9 -1 -1 VOIP (Voice Over Internet Protocol)
M
PUBLIC RELATIONS
Public Relations
Do you realize that you are one of the top public relations people in the
department? When someone calls Gilroy, remember you ARE Gilroy Police
Department. If you sound professional, knowledgeable and interested, their
attitude toward the department will generally be a good one.
Confidentiality: The media, other agencies, citizens x
I
The media in regards to Gilroy Police Department (refer G. 0. refer 5.11):
Information that is to be released to the media will be provided to you in `press
release' form. Other inquiries can go to a couple of sources. Your first contact
will be the Public Information Officer (PIO). If the PIO is not on duty, the next
contact will be on the on -duty Watch Commander (WC). If the press has further
questions about a press release, refer them to the person who wrote the release
or the PIO. They may attempt to ask you questions when calling for further
information. You do not want to make independent statements that could turn
up in print. Politely tell them you do not have any further details. Then either
try to connect them to the proper person, or take a phone message and refer it
to one of the above. If the press calls and asks you to confirm a location of any
incident that is occurring, probably something they have heard on the scanner,
tell them the location, but that you have no further updates at this time. You
may reac�Ta press release to an agency over the phone (if time allows) however,
the preferred method is to get their station identifier plus the FAX number and
fax it to them.
The media in regards to the Fire Department: The Gilroy Fire Department has
asked us to provide the press with the location and type of fire incident. If they
desire further information, advise them it is a working event and they can
either contact the Incident Commander (IC) on the scene or leave a number
where they can be reached. Sometnnes t ey will hold a press conference either
on the scene or at the Chestnut Fire Station after the incident is over. Again, do
not make any independent statements to the press, just refer them to IC.
Outside Agencies
Some personnel from another agency may call and ask you for confidential
information. If you don't know to whom you are speaking to and either can't
confirm it or don't have time to, do NOT release any information. You may ask
them for a phone number to call them back, look up the data, verify the phone
number, and call them back. We work closely with our nearest agencies
(Morgan Hill, California Highway Patrol and Santa Clara County Sheriff's
Department) and so we all ask for favors now and then when one of the
systems are off line, their frequency is too busy or they just prefer working
through us. First, make it a point to get to know the. dispatchers voices from
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the various agencies that you will be working a shift with. They are a valuable
asset and we appreciate all the assistance they give us. The dispatchers in
these centers call us to ask for information from RMS on subjects, vehicles and
/or locations, due to their system being down or because they need additional
information. We help them out, whenever possible and know that it is
reciprocal. The bottom line is, make sure to recognize or ask a partner to see if
they know /recognize the voice making the request. If you are not sure if it is a
request you should fulfill, ask a supervisor or WC.
Citizens
Requests for information will come from citizens in a variety. of areas. Records
and warrant information is provided from the Records Department and those
requests should be transferred. Department of Motor Vehicle (DMV)
information is confidential and is not to be provided to a citizen. These
requests can be referred to DMV. RMS information is maintained by the
Records Department and those requests should also be referred to them. If a
citizen requests a copy of a CAD event, Records has forms that need to be filled
out and returned. These requests are handled by the Communications
Supervisor, who processes them. Any requests for copies of tape recorded
phone calls or radio transmissions are directed to the Communications
Supervisor.
ETA's
Due to the nature of our business, we do not provide RP's with specific ETA's.
Calls for service are handled on a priority basis, so prior events may not be
handled as timely as others that may be more `immediate need' types of calls.
If they ask, you may advise the caller that the officers have been busy, but that
we will have one contact them just as soon as they are available. We could run
into liability issues when /if we provide an RP with a specific ETA and then
something more pressing draws the officer away.
Advice /Counselor
Advice
No matter how much training you bring to this job in any given area, the
recommendation is to not to give advice (from a personal perspective) to
the caller. All lines into Communications Center are taped, and therefore
can go to court. Be aware that any type of advice you give can be
misconstrued and the end result could lead to litigation.
Counselor
It is a PSC's job to try and help people. It is the nature of the job for
people to turn to the Police Department for assistance in times of crisis.
Some people need someone to listen to them and we try to do this for
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those individuals who just need a good listener. However we are not
trained professional counselors. There are services that provide
counselors who can assist people with their problems. It is hard to cut off
a caller who is seeking advice, but we are not a counseling service and it
is not our job. We may suggest they contact various resources /referrals
that we have available (refer NOTEQ, blue reference cards, Reference _
Binder, rolling file cabinet).
Commitments and False Promises
Do not make commitments or promises to people you.personally cannot
deliver because you cannot control others actions. If you provide an ETA
(estimated time of arrival) to an RP, they will expect you to deliver
someone to them at that time. Too many times officers become involved
in other incidents while responding to a dispatched call for service.
(Ex: While responding to a dispatched call for service an officer stops a
car for drunk driving and never arrives at the dispatched call).
Try not to make statements committing to a report being written.
Although the information the RP has provided seems to necessitate a
report, the officer may be told other facts that would warrant a different
outcome.
M.
2.7 - DIFFICULT CALLERS
Citizens demanding contact
There are callers who feel the incident they are reporting is the most important
thing happening. They will become angry at you for asking even some of the
most basic questions. Do not let the RP draw you into the anger of the
moment. Let them know you have typed up a call for service and someone will
be making contact with them. The best way to handle these types of callers is
to try to calm them down by being a good listener (if time avails). If it sounds
like a volatile situation, let them know you'll be sending someone to talk to .
them and ask them to stay away from the other involved party. By asking them
to stay away from the other party you may have temporarily neutralized the
situation.
Talking too fast
When excited, most people speak far more rapidly than they do in normal
situations. They may talk with such speed that words run together and
comprehension of what they are saying becomes difficult. You probably can't
type as fast as they are talking. Always use a calm, confident sounding voice.
Be compassionate, but not personal. Explain to them what is taking place (i.e.
prioritization of calls for service), how the officers might handle the call
initially (i.e. they may search the area first before making contact etc). Avoid
unnecessary questions about `details' of the crime. If time allows, explain why
it is necessary for you to ask the questions you are 'asking. The QUESTIONS
ARE IMPORTANT! Your choice of words and phrases can inflame or calm a
situation. Help them realize that you and the responding officers will help
them. Always remember if you tend to talk slow and methodically the caller
will usually slow their voice down as well.
Hostile
Hostility is contagious. Treat hostility with courtesy, it is also contagious. With
uncooperative or evasive callers, a greater attempt must be made to control the
conversation. If they are yelling, attempt to not yell back if not necessary.
Speak in a very soft voice and they will generally quiet down in order to hear
you. Never place your personal and professional reputation in jeopardy by
responding to profanity with profanity of your own, regardless of provocation.
Angry
Realize that most callers who are angry are not angry with you and have a
genuine reason, at least to them, to be angry. You are not the problem. Let the
caller wind down. Sometimes a good ear is all they need to dissipate the anger
and become a good Reporting Party.
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Profanity
Same as with the "Angry" callers section. Try to get beyond the words and
identify the problem.
Hysterical
Calm the hysterical caller. It is the only way you can get the information you
need. Explain the need for them to calm down and assist them in doing so.
Suggest a couple of deep, slow breaths before they attempt to talk. If
appropriate, advise them that you need their help to get help to them or others.
Under the Influence (Drugs or Alcohol)
Don't assume that because a caller is intoxicated that you have an excuse for
being rude or discourteous. Do not hang up on an intoxicated caller before
evaluating his request. This may be the time that service is truly necessary. If,
after questioning, it is determine or suspected that the caller is inebriated, be
sure to include that information in the call, so as to advise the
dispatcher /responding units of the caller's, condition.
S1S0 /Mentally Unstable
Mentally unbalanced callers are some of the most difficult types of callers.
Listen to what is being said, and if the caller can keep one train of thought.
Evaluate these calls carefully. Chronic callers can and do, make bona fide calls
for service. Be sure to include your suspicions in the call.
Non - English Speakers
The call from a foreign language speaker may have to be more thoroughly
probed to secure the information necessary to assist them.
Specifically, the barrier is the difficulty to say in words what a situation is
because of unfamiliarity, or lack of knowledge, of words necessary to
effectively communicate. Make a concerted effort. If possible, at least get a call
back number. There are several translation resources available.
Translation services will be covered extensively later on in this segment.
Young Callers
Extract as much information as possible. Treat the calls from children very
seriously. Don't assume that the child is simply playing on the phone. And
remember, children are very suggestible. For example, if they are describing a
car and you ask for a color, they may hesitate trying to remember and find the
language to describe it. If you say, was it red ?, then all of a sudden they may
agree it was red just because you are the authority figure. Calls from children
can take more time.
W
Elderly Callers
Take control of the conversation without seeming impatient or frustrated.
These calls can sometimes be extremely lengthy as some of them are just lonely
and want someone to speak to. Even though they may be calling for a non -
police matter, you may consider sending an officer to check on that person's
welfare depending on circumstances..
Never assume that they really don't have an emergency or that they are not
really a victim of a crime.
Evasive Callers
The reasons for callers to withhold information or give false information are as
varied as the callers. Be aware that the person may be a suspect who will
attempt to report a crime as a victim in order to cover a crime they have
committed. Callers may be in a situation which is civil in nature, however they
hope that the officers response will threaten the other party. The Reporting
Party may embellish a story in order to get a unit to respond. A caller may have
a valid complaint, yet is trying to get the units to respond more quickly by
embellishing.
Callers providing false information
If you feel the caller is giving you false information, check the call back number.
Check for contradictions in names, numbers and locations. Ask them to repeat
i certain information later in the call. Listen for unusual noises or conversations
in the background. Confirm that they really SEE a weapon etc. Be a good
interrogator /investigator.
Anonymous Callers
A reporting party may wish to remain anonymous by either refusing all
information pertaining to their name, address and phone number, or by giving
you that information and requesting that we not contact them, release the
information to the offender or include that information in a report. The
violator may be a friend and /or neighbor of the reporting party and the
reporting party may not want the offender prosecuted. Most often the primary
concern is that peace and tranquility be restored without undue or unnecessary
legal proceedings which could ultimately create additional hostility and /or
future police problems. In many instances, disclosure of the RP's identity could
lead to further complications and retaliation by the offender. If the RP requests
anonymity and does not wish to be contacted by the officers, that should be
noted in the call.
X16]
Complaints
Complaints against officers
In the event a complaint against an officer is received, create a 1021 call
for service for the on -duty W /C. Try and get the associated Case # or
event. Do not get into the complaint and don't take sides. If you are able
to confirm Case # /Seq #, cross reference (XREF) the corresponding CFS to
the 10 -2.1.
Complaints against PSC's
In the event a complaint against a PSC is received, transfer the call to the
Communications Supervisor or Senior PSC (whoever is available at the
time). If neither is available, send an email to the Communications
Supervisor /Senior PSC and notify the W /C, if necessary. If you feel we
may be receiving a complaint on you, notify the Communications
Supervisor /Senior PSC as soon as possible and provide details (i.e. CAD
event etc.).
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APPROPRIATE ROUTING OF INFORMATION TO CORRECT AGENCY
Calls for Service (PD): After the original call is received and broadcast, new
information may come in that may change the police officer(s) response. You
must receive and transmit that updated information in as timely a manner as
possible. The circumstances will dictate how that information is distributed.
Remember to always keep officer safety in mind and use whatever means
necessary to transmit that updated information ( via radio, MDC, phone -
whichever method is best given the situation).
Calls for Service (FD): You may receive updated information from many
sources that could change the type and the amount of resources to send, which
could then change the type. of outer wear responders wear.
Example: A medical aid, where responders wear regular uniforms could
change to a vehicle accident with injuries where responders wear turnouts.
This then could change to a rescue call with multiple victims which require a.
second engine company to respond. There may be a need for the Hurst Tool,
possible hazardous conditions from fuel /chemicals.
VVIVW
Cloned/ Combined Events: Either agency responding to these types of calls
may arrive first on scene and give an update to the dispatcher. This information
needs to be broadcast to the responding agency or agencies.
Example: Police arrive at an overdose (OD) call which turns out to be a
drunk in public with no need for medical assistance. Remember to update the
responding fire unit, ambulance dispatcher and your partner..
Fire arrives at a small grass fire to find that there is property damage or
injuries from a juvenile playing with matches. If there are police units
responding, update them there is a victim /suspect of arson.
APPROPRIATE TERMINATION OF A CALL
When you have completed getting as much information from the caller, end the
call in a courteous manner. Often "thank you for calling' will go a long way
towards building rapport that would not otherwise exist.
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