Teleservice Reporting Unit: Policy and Procedures

• This document outlines the policy and procedures for the Teleservice Reporting Unit.

Purpose

• The main goal is to free up patrol units, allowing them to respond faster to crimes in progress.
• Intended to improve the chances of solving recent crimes with suspect information.

Policy

• The Fort Wayne Police Department uses teleservice for certain non-emergency calls.
• Frees patrol officers to focus on preventing and solving crimes.
• Service will not be refused to anyone.
• Callers are referred to the appropriate department if the issue falls outside the scope of the Fort Wayne Police Department or Records.

Procedures

• The FWPD Command determines the physical location of the Teleservice Reporting Unit.
• The unit operates Sunday through Saturday from 0630 to 2230 hours, but is closed on holidays.
• Calls after hours are answered by the officer assigned to the Police Information Desk, with desk officers handling eligible teleservice reports.
• Voicemail picks up missed calls, callers are contacted the next morning (if missed by the desk officer) or immediately (if missed by input personnel).
• Civilian Police Records personnel staff the unit during operating hours.

Operations

• Teleservice reports are for thefts, vandalism, and lost property under $750, unless conditions require a squad car.
• Police Information Desk or Teleservice Reporting Unit personnel screen calls for eligibility.
• Walk-in reports are accepted if they meet reporting criteria.
• Before taking information, it must be confirmed the incident occurred within Fort Wayne Police Department jurisdiction.
• Information and insurance reports can be filed with Teleservice even if outside the jurisdiction helping the citizen.

Daily Guidelines

• If the Teleservice Reporting Unit line is busy, callers can leave a message, which is returned between 6:30 am and 10:30 pm.
• Teleservice reports are entered into the computer, and callers receive a control number.
• Call takers inform callers when a patrol car will be sent if needed.
• Teleservice personnel enter the run into CAD to dispatch a patrol car.
• Teleservice must send a squad car if a complainant insists on seeing an officer.
• Units can be dispatched at the discretion of Command.

Calls Eligible for Teleservice Reporting

• Thefts from automobiles under $750 are eligible.
• Officers do not need to be dispatched to thefts (51's/35's) that happened over 24 hours prior a teleservice report will be made.
• An officer will be dispatched if there is a known suspect, stolen cards or checks were used, or losses exceed $750 if within the first 24 hours.
• Reports are taken for documentation purposes.
• Thefts from unattached garages/sheds can be teleservice if the suspect is unknown and there is no evidence to collect, it does not apply to in progress calls.
• Thefts from yards are considered.
• Failure to pay/drive offs can result in an ATL.
• Criminal conversions that are non-custodial can result in an ATL.
• Include bicycles.
• Theft of credit cards belonging to individuals is covered if not classified as forgeries.
• Each storage unit leaser's calls to Commercial Storage Facilities can be a Teleservice report unless an officer is demanded.
• If there was no forced entry in Thefts from Homes, a Teleservice report can be taken. If entry was forced, send a squad car.
• Thefts of firearms require dispatching a squad car to meet the complainant, examine the vehicle, and attempt to photograph and fingerprint the vehicle.
• Identity Theft using a credit card/Social Security number to connect utilities can be a Teleservice report, including out-of-state victims if the crime occurred in the city.
• Stolen license plates require an in-person report at the Police Desk at 1 Main St. E, Suite 108 whether or not the perpetrator is known, including "lost" plates.
• NSF checks or closed accounts for merchandise or services are covered under Check Restitution Program, but debts or loans between individuals are considered a civil matter.
• Refer citizens to the "Bad Check Restitution Program" if all seven guidelines are met.
• If the check is less than $2500 and does not meet all guidelines, it is a civil matter for small claims court.
• An exception: a teleservice report will be taken if a citizen wants or demands a report with nature signal 80.
• Teleservice reports should be taken for checks over $2500, regardless of eligibility, then forwarded to the DB.
• Incidents involving counterfeit, fraudulent, or forged checks are considered felonies, leading to sending an officer.
• Computer crimes: sending money for online purchases and not receiving the merchandise where the seller is within Indiana, a Teleservice report is taken.
• If the transaction in a computer crime is out of state, refer to the Indiana State Attorney General's Office.
• Any unauthorized use of personal information like Name, DOB, SSN, or Credit Cards constitutes Identification Fraud, and merit a Teleservice report.
• Theft from vending machines is a Teleservice report unless there's video evidence, where an officer is sent.
• Report will be taken concerning threats to do damage to property, even if the suspect is known for Vandalism.
• An officer is sent for ongoing vandalism with a suspect on the scene.
• The Teleservice Reporting Unit will take reports on miscellaneous lost property.
• Licenses plates cannot be reported to the Teleservice Reporing Unit, they must be reported in person at the Police Information Desk.
• Take a teleservice report for credit card theft (not forgery). Credit card fraud (numbers used in the same/another state) requires referral to Fraud Reports.
• Ask if the stolen credit card was reported to police: if yes, refer them to the Detective Bureau

Credit Card Theft Procedures

• If the stolen credit card was reported to police: if yes, refer the victim to the detective bureau
• If no and the perpetrator is unknown, take a Teleservice report.
• Send a squad car if the perpetrator is known.
• After taking the report forward the following divisions
• If the report was to report the credit card(s) being stolen, just take the report and enter into Spillman.
• If the report is to report the card(s) when stolen and/or being used or unauthorized charges are or have been made get the following information and forward the report to the Detective Bureau (SADB)
  • Where it was used (Store ATM etc)
  • Date and time
  • Where in the store
  • How much and was charged
  • Was the cards stolen or the number
• Advise the victim to call their credit card or bank company immediately if the card is stolen.

Child Custody Issues

• Take a Teleservice report as long as the complainant can produce a court docket number.
• An Officer will be sent when there is or appears to be Interference with custody IC 35-42-3-4.
• Document the incident over the phone (Teleservice) if no further action is needed i.e., the other party is late or continues to be late dropping off the child after visitation.

Counterfeit Bills

• For only one counterfeit bill, advise forwarding it to their financial institution.
• A police report shall be documented via Teleservice report if requested.
• An officer is dispatched if two or more bills are in question to make the scene.

Restraining or Protective Order Violations

• Teleservice will prepare the report when
• The alleged violation is over twenty-four hours old.
• The Respondent is not on the scene or in the area.
• There is no evidence to be collected.
• When The Respondent initiated contact with the Petitioner to discuss coordination of child visitation privileges, but then made inquiries or statements outside the realm of the visitation topic, violating the Order.
• The Respondent or Petitioner previously (over 24 hours ago) violated some aspect of the child-custody exchange.
• Officers will be sent to document complaints if
• The alleged violation occurred within the past twenty-four hours.
• The Respondent is on the scene or in the area.
• The Respondent has made threats of bodily harm towards the Petitioner.
• Evidence needs to be collected.
• If uncertainty exists about the nature of the complaint, dispatch an officer to check safety and document the situation.

Guidelines for Requesting Dispatch of Patrol Car

• A request to dispatch a patrol car shall be made:
• When the C/P is a witness to a crime in progress or it has just occurred.
• When the perpetrator(s) is still on the scene or is being actively pursued.
• If there is any physical evidence to collect i.e., surveillance videos, ID pictures, fingerprints etc.
• If there are thefts from businesses that exceed $750.00 or that have an employee involved.
• When there is extensive vandalism
• When there have been threats involving bodily harm
• When accidents are involved reports should not be taken over the telephone.
• Any domestic or domestic violence disputes shall have a patrol car dispatched.
• Disputes involving landlords and tenants should have a patrol car dispatched.
• If disputes are not life threatening, a Teleservice report may be taken otherwise send officer for disturbance.
• Anytime a complainant insists on seeing an officer, Teleservice personnel will then enter the run into CAD requesting that they dispatch a patrol car.

Graffiti-Vandalism

• A uniformed officer will be dispatched to complaints of graffiti vandalisms when the damage is gang, racist or hate-crime related, document these incidents through photographs.