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801 - Dispatch

801.1 PURPOSE AND SCOPE

This policy establishes guidelines for the basic functions of Dispatch. It addresses the immediate information needs of the Office in the course of its normal daily activities and during emergencies.

801.2 POLICY

It is the policy of the Hartwell County Sheriff’s Department to provide 24-hour telephone service to the public for information and for routine or emergency assistance. The Office provides two-way radio capability providing continuous communication between Dispatch and office members in the field.

801.3 DISPATCH SECURITY

The communications function is vital and central to all emergency service operations. The safety and security of Dispatch, its members and its equipment must be a high priority. Special security procedures should be established in a separate operations manual for Dispatch.

Access to Emergency Communications Center shall be limited to Emergency Communications Center members, the Administrative Bureau, command staff and office members with a specific business-related purpose.

801.3.1 RADIO FREQUENCY

This agency has a single radio frequency, 154.2 MHz, Hartwell County Dispatch, to initiate communication. This sole primary frequency should be used for communications between the dispatcher and deputies in the course of normal daily activities and emergency situations. To enhance officer safety, deputies initiating communications with other deputies, using the primary frequency, must request the use of the primary frequency through the dispatcher. The primary frequency will be used during emergency events and routine communication will be relegated to secondary frequencies.

801.4 RESPONSIBILITIES

801.4.1 EMERGENCY COMMUNICATIONS SUPERVISOR

The Sheriff shall appoint, budget permitting, delegate certain responsibilities to an Emergency Communications Supervisor. The Emergency Communications Supervisor is directly responsible to the Patrol Operations Division Commander or the authorized designee.

The responsibilities of the Emergency Communications Supervisor include but are not limited to:

  • Overseeing the efficient and effective operation of Emergency Communications Center in coordination with other supervisors.
  • Scheduling and maintaining dispatcher time records.
  • Supervising, training, and evaluating dispatchers.
  • Ensuring the radio and telephone recording system is operational.
  1. Recordings shall be maintained in accordance with the established records retention schedule and as required by law.
  • Processing requests for copies of Emergency Communications Center information for release.
  • Maintaining Emergency Communications Center database systems.
  • Maintaining and updating Emergency Communications Center procedures manual, including:
  1. Procedures for specific types of crime reports may be necessary. For example, specific questions and instructions may be necessary when talking with a victim of a sexual assault to ensure that their health and safety needs are met, as well as steps that they may take to preserve evidence.
  2. Emergency Medical Dispatch (EMD) instructions that include prearrival medical instructions for 9-1-1 calls requiring medical assistance consistent with the provisions of Health and Safety Code § 1797.161.
  3. Ensuring dispatcher compliance with established policies and procedures.
  • Handling internal and external inquiries regarding services provided and accepting personnel complaints in accordance with the Personnel Complaints Policy.
  • Maintaining a current contact list of County personnel to be notified in the event of a utility service emergency.

801.4.2 ADDITIONAL PROCEDURES

The Emergency Communications Supervisor should establish procedures for:

  • Recording all telephone and radio communications and playback issues.
  • Storage and retention of recordings.
  • Security of audio recordings (e.g., passwords, limited access, authorized reviewers, preservation of recordings past normal retention standards).
  • Availability of current information for dispatchers (e.g., Administrative Bureau contact, rosters, member tracking methods, member contact, maps, emergency providers, tactical dispatch plans).
  • Assignment of field members and safety check intervals.
  • Procurement of external services (e.g., fire suppression, ambulances, aircraft, tow trucks, taxis).
  • Protection of essential equipment (e.g., surge protectors, gaseous fire suppression systems, uninterruptible power systems, generators).
  • Protection of radio transmission lines, antennas and power sources for Emergency Communications Center (e.g., security cameras, fences).
  • Handling misdirected, silent, and hang-up calls.
  • Handling private security alarms, if applicable.
  • Radio interoperability issues.

801.4.3 DISPATCHERS

Dispatchers report to the Emergency Communications Supervisor. The responsibilities of the dispatcher include, but are not limited to:

  • Receiving and handling all incoming and transmitted communications, including:
  1. Emergency 9-1-1 lines.
  2. Business telephone lines.
  3. Telecommunications Device for the Deaf (TDD)/Text Telephone (TTY) equipment.
  4. Radio communications with office members in the field and support resources (e.g., fire department, emergency medical services (EMS), allied agency law enforcement units).
  5. Other electronic sources of information (e.g., text messages, digital photographs, video).
  • Documenting the field activities of office members and support resources (e.g., fire department, EMS, allied agency law enforcement units).
  • Inquiry and entry of information through Emergency Communications Center, office and other law enforcement database systems (CLETS, DMV, NCIC).
  • Monitoring office video surveillance systems.
  • Maintaining the current status of members in the field, their locations and the nature of calls for service.
  • Notifying the Administrative Bureau or field supervisor of emergency activity, including, but not limited to:
  1. Vehicle pursuits.
  2. Foot pursuits.
  3. Assignment of emergency response.

801.5 CALL HANDLING

This Office provides members of the public with access to the 9-1-1 system for a single emergency telephone number.

When a call for services is received, the dispatcher will reasonably and quickly attempt to determine whether the call is an emergency or non-emergency, and shall quickly ascertain the call type, location and priority by asking four key questions:

  • Where?
  • What?
  • When?
  • Who?

If the dispatcher determines that the caller has a hearing and/or speech impairment or disability, he/she shall immediately initiate a connection with the individual via available TDD/TTY equipment or Telephone Relay Service (TRS), as mandated by the Americans with Disabilities Act (ADA).

If the dispatcher determines that the caller is a limited English proficiency (LEP) individual, the dispatcher should quickly determine whether sufficient information can be obtained to initiate an appropriate response. If language assistance is still needed, the language is known and a language-appropriate authorized interpreter is available in Emergency Communications Center, the dispatcher should immediately connect the LEP caller to the authorized interpreter.

If no authorized interpreter is available or the dispatcher is unable to identify the caller’s language, the dispatcher will contact the contracted telephonic interpretation service and establish a three-party call connecting the dispatcher, the LEP individual and the interpreter.

Dispatchers should be courteous, patient and respectful when dealing with the public.

801.5.1 EMERGENCY CALLS

A call is considered an emergency when there is an immediate or potential threat to life or serious property damage, and the timely arrival of public safety assistance is of the utmost importance. A person reporting an emergency should not be placed on hold until the dispatcher has obtained all necessary information to ensure the safety of the responding office members and affected individuals.

Emergency calls should be dispatched immediately. The Administrative Bureau shall be notified of pending emergency calls for service when office members are unavailable for dispatch.

801.5.2 NON-EMERGENCY CALLS

A call is considered a non-emergency call when there is no immediate or potential threat to life or property. A person reporting a non-emergency may be placed on hold, if necessary, to allow the dispatcher to handle a higher priority or emergency call.

The reporting person should be advised if there will be a delay in the dispatcher returning to the telephone line or when there will be a delay in the response for service.

801.6 RADIO COMMUNICATIONS

The sheriff's radio system is for official use only, to be used by dispatchers to communicate with office members in the field. All transmissions shall be professional and made in a calm, business-like manner, using proper language and correct procedures. Such transmissions shall include, but are not limited to:

  • Members acknowledging the dispatcher with their radio identification call signs and current location.
  • Dispatchers acknowledging and responding promptly to all radio transmissions.
  • Members keeping the dispatcher advised of their status and location.
  • Member and dispatcher acknowledgements shall be concise and without further comment unless additional information is needed.

The Emergency Communications Supervisor shall be notified of radio procedure violations or other causes for complaint. All complaints and violations will be investigated and reported to the complainant’s supervisor and processed through the chain of command.

801.6.1 FEDERAL COMMUNICATIONS COMMISSION COMPLIANCE

Hartwell County Sheriff’s Department radio operations shall be conducted in accordance with Federal Communications Commission (FCC) procedures and requirements.

801.6.2 RADIO IDENTIFICATION

Radio call signs are assigned to Office members based on factors such as duty assignment, uniformed patrol assignment and/or member identification number.

Dispatchers shall identify themselves on the radio with the appropriate station name or number, and identify the office member by his/her call sign. Members should use their call signs when initiating communication with the dispatcher. The use of the call sign allows for a brief pause so that the dispatcher can acknowledge the appropriate office member.

Members initiating communication with other law enforcement or support agencies shall use their entire radio call sign, which includes the office station name or number.

801.7 DOCUMENTATION

It shall be the responsibility of Emergency Communications Center to document all relevant information on calls for service or self-initiated activity. Dispatchers shall attempt to elicit, document and relay as much information as possible to enhance the safety of the member and assist in anticipating conditions that may be encountered at the scene.

Desirable information would include, at a minimum:

  • Incident control number.
  • Date and time of request.
  • Name and address of the reporting person, if possible.
  • Type of incident reported.
  • Involvement of weapons, drugs and/or alcohol.
  • Location of incident reported.
  • Identification of members assigned as primary and backup.
  • Time of dispatch.
  • Time of the responding member’s arrival.
  • Time of member’s return to service.
  • Disposition or status of reported incident.

801.8 CONFIDENTIALITY

Information that becomes available through Emergency Communications Center may be confidential or sensitive in nature. All members of Emergency Communications Center shall treat information that becomes known to them as confidential and release that information in accordance with the Protected Information Policy.

Automated data, such as Department of Motor Vehicle records, warrants, criminal history information, records of internal sheriff's files or medical information, shall only be made available to authorized law enforcement personnel. Prior to transmitting confidential information via the radio, an admonishment shall be made that confidential information is about to be broadcast.

801.9 TRAINING AND CERTIFICATION

Dispatchers shall receive training consistent with minimum standards established by POST (Penal Code § 13510).

Property Division

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