Dispatch Operations

Salem Police Department General Order: Dispatch Operations

• Salem Police Department General Order establishes standard operating procedures for the Dispatch function.
• The Dispatch Center shall effectively:
  • Receive information
  • Transmit information
  • Facilitate communication between:
    • The public
    • The police department
    • Town agencies
    • Criminal Justice agencies

Policy

• Salem Police Department will have a Dispatch Unit within the Patrol Division.
• A civilian Dispatch Supervisor will directly supervise the Dispatch Unit and its personnel.
• The Operations Bureau Commander is responsible for the organization and command of the Dispatch Unit.
• The Dispatch Supervisor is responsible for routine day-to-day supervision.
• Dispatchers shall:
  • Receive all calls for service
  • Properly document all calls for service
  • Promptly process all calls for service
  • Assist the public civilly, competently, and courteously
• Dispatchers will maintain an accurate shift log, including detailed information for roll call and official purposes.
• The Dispatch Unit shall maintain contact information for agencies and businesses for normal agency operations.

Procedure

• Dispatch Unit personnel will be non-sworn employees with the title of Dispatcher.
• The Dispatch Unit will provide continuous coverage 24 hours a day, 7 days a week.
• The Dispatch Supervisor is responsible for controlling the Dispatch and its related equipment.
• Related equipment includes:
  • Radios
  • Telephone lines
  • Video monitors
  • S.P.O.T.S. terminal
• Dispatchers shall monitor the cell block, interior, and exterior of the building via CCTV monitors.
• The Dispatch Unit is responsible for all emergency and non-emergency telephone and radio communications between:
  • The public
  • The Salem Police Department
• The Dispatch Unit provides 24-hour, toll-free voice telephone access or an equivalent system for emergency calls.
• The State of New Hampshire Division of Emergency Services and Communications provides TDD access for handling assistance calls from persons who are hearing impaired,
• New Hampshire 911 is the agency's emergency answering point, with a direct link to the Dispatch Center.
• The Dispatch Unit provides continuous two-way communication between Police Headquarters and on-duty officers via portable and mobile radios.
• The Dispatch Unit provides 24-hour telephone coverage for Animal Control.
• Access to Dispatch is controlled and limited to Dispatch personnel due to it being a restricted area.
• Restrictions are in place to protect CJIS Data, including the S.P.O.T.S. terminal and other critical equipment.

Authorized Personnel

• On-Duty Dispatch Unit personnel
• On-Duty Patrol Commander/Supervisors
• On-Duty Records & Clerical Personnel (if required to perform their duties)
• On-Duty police personnel (if required to perform their duties)
• Authorized IT Personnel (to perform their duties)
• Authorized Radio Maintenance Personnel (to perform their duties)
• On-Duty Maintenance Assistant (to perform their duties)

Unrestricted Access Personnel

• Chief of Police
• Deputy Chief of Police
• Bureau Commanders/Captains
• Dispatch Supervisor

Access Restrictions

• Citizens or police officers (other than those assigned) need express consent to visit or view the Dispatch Unit from:
  • Chief of Police
  • Operations Bureau Commander
  • On-Duty Patrol Commander
  • Dispatch Supervisor
• The on-duty Patrol Commander is responsible for supervising and maintaining operational control of the Dispatch Unit during their shift as it pertains to sworn personnel.
• All requests for repairs or service on communications equipment shall be directed to the Dispatch Supervisor.
• The Dispatch Supervisor will coordinate these activities with the Scheduling/Building Maintenance Officer.
• The Scheduler should be notified when repair personnel are on the premises.
• If the Scheduler is unavailable, a copy of the repair order shall be left for him/her.

Dispatch Personnel Access

• Dispatch personnel shall have immediate access to the following while on duty:
  • Shift Commander / Supervisor – Officer in Charge
  • Duty Roster of all personnel which will include vehicles in service
  • Telephone numbers of every member of the agency, provided in both IMC and a paper copy
  • Visual maps detailing the agency's service area and routes
  • Officer status indicators (CAD software)
  • Written procedures and telephone numbers for procuring emergency and necessary external services to the agency
  • Tactical dispatching plans

Radio System

• The Dispatcher has the most important role in the radio network, requiring constant attentiveness.
• Extreme care must be taken when receiving and transmitting radio messages.
• The Federal Communications Commission (FCC) issues radio frequencies and licenses to operate radio equipment to the Salem Police Department, as a public safety radio member.
• Radio transmissions must conform to FCC regulations or risk jeopardizing the agency's license to operate.
• The radio system allows communication with a limited number of other agencies.
• Dispatch or a Salem Unit will operate on another department's frequency only in emergencies involving that agency or at their specific request.
• Transmitting on another agency's frequency/channel without permission is a violation of Federal Law.
• The FCC radio license is located in Dispatch; the operating frequency is WQGI420.

Radio Operating Procedures

• All Salem Police Department employees must observe the following procedures:
  • Dispatch, when calling or being called by another unit, shall be called “Salem."
  • All Patrol units shall acknowledge their location when called.
  • The Dispatcher must recognize all units prior to transmitting, except in the case of an emergency.
  • No unit shall intentionally interfere when another unit is transmitting, except in the case of an emergency.
  • All units shall advise Dispatch when arriving and/or clearing from scene/location.
  • All units shall advise Dispatch when the officer will be away from his/her cruiser for an extended period of time.
  • Officers shall be accessible via portable radios.
  • Units shall advise Dispatch upon approach or contact with any person, or entry into any situation under circumstances that would dictate the use of caution.
  • If a unit does not respond after being called three times:
    • The dispatcher shall notify the patrol supervisor
    • The dispatcher shall send a back-up unit to the missing unit's last known location
    • The dispatcher will attempt contacting the unit via cell phone and MDT chat (if available)
    • All units shall notify Dispatch regarding their location and duty when they are IN or OUT of service (ex: court appearance)
  • The dispatcher will log that information into the CAD system.
  • Supervisors notifying Dispatch following Roll Call of on-duty units will satisfy this requirement.
• Units on calls shall update Dispatch on their status and when available on serious calls and emergencies.
• A unit requesting assistance shall:
  • Identify themselves
  • Give the purpose of the assistance.
• If emergency assistance is required, the unit should give the nature of the emergency and type of assistance needed, if possible.
• Units and dispatchers will use plain, clear language when sending and receiving information over the radio.
• The phonetic alphabet shall be utilized when calling in registration plates, spelling names, or spelling other words over the radio.
• Units shall speak in a clear, normal tone when using the radio, omitting emotion.
• No indiscreet, profane, superfluous, facetious, or personal remarks, nor personal conversations shall be transmitted over the radio.
• Units shall notify Dispatch when stopping a vehicle, including:
  • Location of the stop
  • Registration plate
  • Any other information deemed pertinent by the officer
• Dispatchers shall ensure the accuracy of the information by:
  • Entry of the data
  • Ensuring the officer accurately entered the data via the MDT
• The dispatcher shall immediately notify the officer of any applicable BOLO's, warrants, or other pertinent information they are aware of.
• Dispatchers shall maintain officer safety by utilizing responder alerts from the CAD software and checking on the officer as required.
• Dispatch personnel shall call units by their officer ID # and wait for a response from the officer before dispatching.
• Officers shall call the dispatcher, identifying themselves by their ID #, and await a response before sending information.
• Units with a functioning MDT should utilize the computer for vehicle listings and license checks when possible.
• Officers may enter a MV stop into the MDT, while still notifying Dispatch of:
  • Location
  • Registration plate
  • Notification that they backfilled the stop in the MDT when safe
• License suspension and warrant alerts over the MDT shall be confirmed through Dispatch.
• The officer shall enter into the MDT or notify the dispatcher of the gender and race of the operator of the vehicle, then the dispatcher shall enter that information into the call.
• Officers shall not ask dispatchers to make personal or non-work-related calls for them.
• All personnel operating radios on frequencies assigned to the Salem Police Department shall comply with all Departmental and FCC rules, regulations, policies, and procedures regarding radio use.
• All broadcasts and assignments shall be considered a lawful order.
• Discrepancies regarding transmissions received by dispatchers or officers shall be reported to the Dispatch Supervisor or Patrol Commander.
• Said discrepancies are to be dealt with through the chain of command.
• Officers shall not call into Dispatch to argue or dispute being sent on a call.
• Dispatchers shall inform responding units of all available facts affecting the safety of responding units.

Call Response Codes Assigned

• Code 1 - normal response

• Code 2 - urgent response

• Code 3 - emergency response

• Codes will be determined by the nature of the call or at the discretion of a patrol supervisor.

• Dispatch shall note any assigned Code 2 or Code 3 response assigned in the Call narrative.

• Officers may upgrade or downgrade their response based on:

  • Road conditions.
  • Weather conditions.
  • Traffic conditions.
  • Reasonable facts.

• The on-duty patrol supervisor can cancel the officer's choice of response if he/she determines it is not reasonable.

• Prior to issuing an all units broadcast or be on the lookout (BOLO), the dispatcher shall:

  • Alert units by activating a steady hi/low alert button
  • Follow with the transmission, “Salem all units prepare to copy."
  • Pause to allow units to prepare to receive the message.
  • Transmit the nature of the broadcast and the information.
  • Units shall acknowledge the transmission.
  • If a unit fails to acknowledge, the dispatcher shall attempt to raise that unit.

• Broadcasts shall be made for the following information:

  • All occurrences in Salem and contiguous communities of concern to any or all groups of field units. Examples include:
  • Wanted person broadcast (include name, DOB, sex, race, age, height, weight, hair/eye color, clothing description, physical marks, tattoos, etc.)
  • Missing person broadcast (local region only unless Amber Alert issued w/ same description as wanted person broadcast)
  • Town-wide alert broadcast (General Broadcast)
  • Stolen vehicle broadcast (include year, make, model, color, registration, theft time/location, distinguishing marks, stickers/decals, after-market accessories)
  • Any Officer Safety information received by dispatch

Additional Information

• Officers cannot take personal calls and self-dispatch.
• All calls for service shall go through Salem Dispatch, so they are recorded and time/date stamped.
• Dispatch shall broadcast an emergency situation to all on-duty units and call a Signal 1000 signifying to personnel of a serious situation with suspended radio traffic except in emergencies.
• The dispatcher will ensure that the patrol supervisor is aware of the Signal.
• When the situation has been lifted, all units shall be notified to resume normal traffic.
• When experiencing a serious emergency requiring immediate back-up assistance, officers use plain language or historic New Hampshire Police Ten Codes (10-33/10-34).
  • Code 10-33 means the officer needs immediate assistance.
  • Code 10-34 means officer down.
  • Dispatch shall note the appropriate ten code in the call narrative.
  • Upon receiving a request for immediate assistance or a 10-33 / 10-34 code, Dispatch shall immediately send another unit and a supervisor to the requesting unit's last location.
• Response shall be as quick as practicable.
• If the officer regains control of the situation before responding units arrive, he/she shall advise them to slow down and the dispatcher shall also immediately direct responding units to slow down.
• If a dispatcher detects an officer in trouble (failure to respond, fight over radio, or activation of emergency alarm), they may initiate 10-33 / 10-34 after failing to get a response.
• The purpose of the ten codes is to allow the officer to quickly get needed assistance while focusing on controlling the situation.
• Code 3 response is specifically authorized by a supervisor, allowing responding units to exceed the speed limit by 25 MPH if existing conditions allow.
• A Code 3 response will be called when a call involves a grievous threat to human life greater than the risk posed by the rapid response.
• Dispatch may relay the Code 3 response order from the Shift Commander/Supervisor while also stating which supervisor authorized the response.
• Patrol supervisors shall respond to all 10-33 or 10-34 calls, motor vehicle crashes involving agency vehicles, and other calls of a serious nature as determined by the Shift Commander.

CAD Call Procedure

• Computer Aided Dispatch (CAD) is utilized through the IMC software, currently licensed through Central Square Technologies.
• Upon receipt of communication (telephone, walk-in, radio, etc.), a dispatcher will determine if information needs documentation (ex: CAD call not needed for directions, but should be noted on lobby call).
• A CAD call shall be initiated in every incident where law enforcement services are provided and may be initiated by an Officer through an MDT for specific calls directed by the Operations Bureau Commander.
• Determine the type of incident reported to identify the call reason and begin the CAD call.
• A new CAD entry will automatically initiate a new unique CAD number, with the date, time, and requesting employee's ID #.
• Such entries, dispatch time, arrival, and clearing are date/time stamped by the IMC CAD system.
• If an officer requests a report number, the dispatcher will assign the appropriate report number from the CAD call.
• IMC Records automatically assigns the next sequential number and suffix based on the report type requested (AR for Arrest, OF for Offense, AC for Accident, FI for Field Interview, CI for Citation Entry).
• All officers assigned to or signing off on a call shall be entered into the call by the dispatcher.
• Dispatcher shall assign a primary officer (usually designated as the route officer in the IMC software), also assigning any assisting officers as required.
• Follow the CAD screen down through to the narrative, filling in blocks with appropriate information.
• A dispatcher shall attempt to obtain the phone number if the caller wants to remain anonymous and if it does not show up on Caller ID.
• Obtain a callback number from the 911 dispatcher for hung up 911 calls.
• Obtain the caller's name, address, and phone number and enter this information into the calling party section of the screen, unless impossible.
• Dispatcher will write it down and enter it into CAD later if not enough time to document information in the CAD call.
• Determine who else is involved in the incident and gather their information (name, DOB, address, and phone number), then put their information in the call as either involved party or victim if applicable.
• Utilize the Agency/Business field of the call party section to add specific information (ex: Witness, Father, Mother, Son, etc.).
• Enter the incident's location, providing as close as possible an address and leave a note for the Dispatch Supervisor if unavailable to find a valid address.
• If the incident took place at a location not listed in the IMC Site file, list the call by the street address and message the Dispatch Supervisor to add the location.
• Enter all vehicle information into the CAD call under the Vehicle Tab, including:
  • Plate
  • Year
  • Make
  • Model
  • Style
  • Color
• Enter the owner's first and last name and address, following with any applicable tow information.
• The call narrative must contain a brief account of the incident, including all details, facts, and observations not contained elsewhere that should allow one to gain a basic understanding of the nature and brief description of the call.
• Included should be:
  • Any other people notified or requested by officers on the call
  • Starting and ending mileage and times for transports
  • The outcome of the call (i.e., what happened)
  • Any other pertinent call information not already listed in another field.
  • A listed connected call
  • Start and end time for any Signal 1000, 10-33 / 10-34, or response code above Code 1
• Any additional information gathered related to the CAD call shall be documented once generated.
• Before a CAD call is given a Call Action of Closed, the following must be verified:
  • Call Reason and Call Action are accurate/appropriate for the disposition and status of the reported incident, including field-initiated calls
  • Explanation of both the call itself and the conclusion of the call via a narrative
  • Spelling check completion
• The dispatcher who enters the CAD call is to vocalize to the responsible dispatcher that there is a call pending for dispatch if it is not the dispatcher responsible for dispatching the call.
• The dispatcher can delete the case number from the call if in error, however, the case number must still be accounted for and the officer assigned directed to forward the case number to the Operations Support Bureau Commander via case management for disposal.
• Any case number deleted from a CAD call must be documented in the call narrative.
• Each shift that a dispatcher works, they must complete a thorough CAD review, checking their CAD calls for spelling mistakes, grammatical errors, and missing information and make necessary corrections.
• The Dispatch Supervisor will review CAD calls for spelling mistakes, grammatical errors, and missing information as required by this policy for quality assurance.

Telephone Procedures

• Citizens will be served promptly and professionally, with dispatchers determining emergency vs. non-emergency response.
• Questions and/or referrals should be provided for non-emergency calls.
• Courtesy is paramount in framing the perception the caller will have of the agency.
• Dispatch is the initial point of contact for information/service requests, and victim/witnesses should be given the required information or referral to the proper personnel/agency.
• Dispatch shall inform callers of the agency's response.
• Officers receiving messages regarding case information from the victim or other party (attorney, social worker, etc.) shall return the call in a timely fashion.
• Dispatch personnel shall answer the phone, “Salem Police Department," for general/911 calls and shall provide their rank/title and name if asked, while other staff shall do like wise during calls, also, employees identifying themselves if requested.
• Except for police officers assigned to patrol, all divisions and units have their own phone extensions/desks which transfer to voicemail if not picked up.
• Callers should be transferred to extensions when possible, and those trying to contact patrol officers.
• The dispatcher shall advise the caller that the officer will return the call when able when someone is trying to contact a patrol officer then transferring the call to the officer's voicemail.
• Dispatchers cannot advise callers of the officers' status (on duty, off-duty, etc.)
• Personal phone numbers for police personnel cannot be given without their permission, but dispatchers may offer to contact the officer and relay a message.
• No staff may divulge information pertaining to cases, arrests, or police situations unless certain of who they're speaking to and the info is authorized for release.
• Any questions on the appropriateness of releasing information should be referred to the Public Information Officer (PIO).
• Incoming emergency calls shall take precedence over routine incoming calls, and dispatchers shall advise callers on hold and answer the 911 call.
• Dispatchers should judge the characteristics of calls to determine the necessity of an emergency response, considering whether the situation will deteriorate or includes some threat.
• Dispatch personnel are not authorized to provide medical instructions via phone or radio, and is the responsibility of Fire Dispatch and 911 dispatchers instead.
• In the event of a misdirected emergency call, the dispatcher shall relay/transfer the call to the proper agency, ensuring that the proper agency either receives the call or the information, even if directly related by the dispatcher.
• Dispatch should accept any misdirected call, promptly relaying it, and keep the caller on the line to contact and wait for the dispatched agency to arrive if in danger, further, documenting the misdirected call and resolution as a call in the CAD.
• In the event of a misdirected non-emergency call, the dispatcher shall provide the caller with the correct agency's phone number to contact.
• Problems with the phone system shall be reported to both the Dispatch Supervisor and the town's IT department.
• The IT dept shall be contacted using the emergency contact number in the event that it's phone goes down outside normal business hours.
• Dispatch will often receive calls from victims/witnesses to criminal acts, who may be the individuals' first contact with the agency, thus, it is critical that dispatchers provide accurate information and referrals for services and obtaining reports.