Fayette County 911 Law Enforcement Dispatch Training Manual PDF

Fayette County has multiple law enforcement agencies that cover the county. These include city, county, and state agencies, as well as the Department of Natural Resources, and the National Park Service. - Ansted Police Department - Fayette County Sheriff's Office - Fayetteville Police Depar...

Fayette County has multiple law enforcement agencies that cover the county. These include city, county, and state agencies, as well as the Department of Natural Resources, and the National Park Service. - Ansted Police Department - Fayette County Sheriff's Office - Fayetteville Police Department - Gauley Bridge Police Department - Montgomery Police Department - Mt. Hope Police Department - Oak Hill Police Department - Smithers Police Department - WVSP (West Virginia State Police) **[Law Terminology]** ================================= **[DQ-]** used to run out of state driver's licenses **[KQ-]** used to run in of state driver's licenses **[OLN-]** references a driver's licenseQNP **[QH-]**Query history **[QR-]** Query Response **[QNP]**- Query NICS Protection Orders **[QNR]**-Query NICS Record **[FQ-]**Full Query **[ORI]**-Originating agency identifier **[OCA]**-Originating agency case number (State Message Number) **[NCIC-]** National Crime Information Center **[NCMEC-]**National Center for Missing and Exploited Children **[NICS]**-National Instant Criminal Background Check **[LPR]**-License plate reader **RSM. -**Request State Message **[WEAPON]**- West Virginia Police Automated Network **[VIN-]**Vehicle Identification Number **[27 Query -]** references a driver's license ** Query-** references a registration **[29 Query-]** references warrants **Although Fayette County 911 dispatchers do not use 10-Codes** **as a general rule, there are instances where we must utilize them when communicating with the officers. You must be familiar with the following 10-Codes** - **10-4 Acknowledgement (OK)** - **10-6 Busy** - **10-8 In-service** - **10-12 Courtesy transport** - **10-15 One in custody** - **10-20 Location** **[Law Dispatcher duties and responsibilities ]** Law channels consist of SIRN LAW Law on Analog Fayette County 911 dispatches police for service, respond to unit's radio traffic, and process numerous other requests as needed such as but not limited to Initial dispatching of calls Unit status changes Ending calls Other Priority and/or emergency traffic Driver's license and registration requests, warrants, and numerous other NCIC requests/activities The Police/Law Dispatcher is responsible for the continual monitoring of all police units to ensure that units are correctly updated and all calls for service are dispatched in a timely manner. As a rule, the Law Dispatcher will verbally dispatch all calls as soon as the call requesting law enforcement ends. If multiple calls are received at the same time, the calls will be dispatched according to the highest priority call first. The PST will dispatch the highest priority call first then proceed to the second highest priority call. **[Proper Radio Communication Procedure]** All radio transmissions need to be CLEAR and on the proper tower so there is less likely to be a misunderstanding. Communication is everything Speak in a natural voice. There is no need to yell, the transmission is much clearer when the dispatcher speaks in a normal tone of voice. If you speak too low the responders will have trouble hearing you, too loud it causes the transmission to be garbled and inaudible. - Use proper terminology - Avoid unnecessary radio traffic - Time is acknowledgement. - When answering the responders, giving them time is all that is needed for them to know you have heard and understood their communication. Unless asked a specific question. - There is a specific method of communicating with member agency personnel via radio. It is important to use the same procedures and verbal script every time. When Dispatching County or State Units you will say "Any available State or County Unit for a call (give the area) Fayette County" Ex: "Any available State or County Unit for a call Scarbro Fayette County" When dispatching a city agency, you will say "(Name of Agency) Fayette County" Ex: "Oak Hill P.D. Fayette County" Once they acknowledge you, you will then give them the address and nature of the call. In the event there are no city officers available for calls, you will then dispatch the call to any available County or State. The officers do not need an in-depth description of the call unless it is what they call a "HOT" call. These calls consist of a domestic that has been physical, any scene that has weapons, or anything that could be a safety concern for the responding officer(s). When you receive these calls, you will remain on the line with the caller until law enforcement arrives on scene and you will keep law enforcement updated of any significant changes such as if one of the parties has left the scene, which direction of travel, are they walking or in a vehicle, description of the subject and/or vehicle. **[Fayette County 911 SOP]** All calls requesting Law Enforcement will be dispatched via radio to the appropriate department immediately after the call has been received. If dispatch is unable to make contact via radio, the on-duty officer of Shift Supervisor will be contacted by department issued cellular or office phone. For confidentiality reasons, it is the policy of the Fayette County 911 Communications Center that NO social security numbers will be broadcast via the radio to Law Enforcement. If a LEO requests this information, he or she will be instructed to contact dispatch by telephone. **[Bomb Threats/Explosive Devices-Fire/]EMS** **Do not dispatch Fire or EMS to a bomb threat site. Page to an appropriate staging area near to the location.** Upon receipt of a bomb threat to the PSAP: The supervisor shall initiate the following steps: Secure all facility doors, A bomb related call (based on above criteria) is dispatched as a "Bomb Threat." Determine the appropriate Fire/EMS agency and dispatch according to established procedures. In addition, notify the Fayette County Sheriff's Department and West Virginia State Police. Notify the Director and Chief of Staff of Bomb scare. The supervisor shall initiate a search of the interior of PSAP utilizing personnel on station looking for any suspicious packages. At no time shall the supervisor vacate the building or cease daily operations unless told to do so by the Director or on scene police after determining a suspicious package is of concern **[Active Assailant/Shooter]** Any call for service for response of law enforcement, fire department, or EMS for an Active Assailant/Shooter will be dispatched according to the following procedure: **[Active Shooter Incident ]** Telecommunications will ascertain Specific location What is the name of the location (school/office/business) as well as address, office, or Classroom number Specific Location of the office/classroom- first floor-second door on right/corner of classroom northeast corner of the building. What is happening Who is involved **[Assailant Information]** - Is the subject still present at the location- have they fled the scene or killed/injured themselves or are they: - On their way to a specific location or are they changing locations - Number of assailants - Race and Gender - Clothing color and type/style - Can the caller see any body armor - Physical description - Height - Weight - Facial hair - Glasses - Scars - Gas masks - What type of weapons are involved - Who has the weapons - Are there any other hazards for responding personnel-i.e., fires/explosive device **[Injuries]** - Number of people injured - Type of injuries - EMD if practical - Control bleeding-direct pressure - Open Airway **[Pre-Arrival Instructions for Callers]** - Secure immediate area (classroom/bathroom/office) - Lock Doors - Block door if possible, using desks-filing cabinets-boxes or other furniture - If Shooter enters room and LEAVES-lock/barricade door behind him/her - IF SAFE allow others to seek refuge with you **[Doors-Windows-Openings-Noise]** ============================================== - Close blinds - Block windows - Turn off radios/ television/computer monitors - Silence cell phones - Seek protection-use walls/desks/file cabinets etc. - Place signs in exterior windows to identify the location of injured persons - Keep occupants calm and quiet - After securing the room, position people out of sight and behind items that may offer additional protection. - If in a hallway get in a room that is not already secured and secure it - Unless the caller is VERY CLOSE to the exit- DO NOT RUN THROUGH HALLWAYS - Do not hide in restrooms - Large rooms (such as gyms/auditoriums) move to and out of external exits and towards police units-ONLY IF SHOOTER IS NOT PRESENT. - ADVISE CALLERS TO KEEP HAND ON THEIR HEADS AND DO WHAT THE POLICE INSTRUCT THEM TO DO. **[Hysterical-Traumatized or Injured Callers]** ----------------------------------------------------------- - Utilize telephone techniques to break through hysterical threshold (repetitive persistence) - Listen to caller - Determine if caller has been physically assaulted-shot or if they are simply scared - Tell the caller that the police have been notified and are enroute - AVOID RAPID FIRING OF QUESTIONS- you must remain in control - Repeat back information and verify information - Reassure caller as needed and necessary **[Communications Responsibilities]** ================================================= - IMMEDIATE NOTIFICATION TO SUPERVISOR/ADMINISTRATION - One dispatcher shall coordinate all radio communications with the officers at the active shooter scene-CLEAR RADIO TRAFFIC/FREQUENCY/MAINTAIN ENCRYPTION - Secondary dispatcher shall answer all other phones/radios - Director of Emergency Communications is to be notified for immediate response to the center - Communication staff will be prepared to give detailed directions to the scene to requested responding law enforcement agencies and advise responding agencies if Police have or are engaging the shooter - Unless ordered by Command or Director, no outside resources are to respond to the scene. - Communications shall keep Emergency Medical Services and Incident Command informed and direct them to the appropriate staging areas. - Coordination shall be made through IC - When toning EMS- communicate that they are to stage/standby at their station - Communications shall notify the primary fire department to stage/standby at their station-first officer to call into dispatch for information-Incident Command to be established by F.D. **[Preparing/Protecting Law Enforcement Officers]** --------------------------------------------------------------- - Obtain specific intelligence as it pertains to exact location of active shooter - Immediate notification of Law Enforcement, Supervisors, and Administration - Ensure that radio traffic/frequency is clear for transmissions-maintain encryption. - Gain sufficient information from caller - Keep responders updated - Update responders regarding location of reported sounds of gun shots - Update responders of additional descriptions when received from additional callers - Gather information regarding possible areas of egress and entrance to target buildings - Elevators - Stair wells - Utilize GIS and all building floor plans in CAD/GIS - Initiate integrated communications under Incident Command - Command to be established by Police/Fire/EMS - If no one establishes command, dispatch will need to ask, "who is in command? and note that in the CAD entry **[Utilize effective two-way communications]** ---------------------------------------------------------- - Police command SIRN - Fire command on Fire Talk - EMS command on main frequency - Manage communications --keep airway clear - Utilize common terminology and clear text [**Counseling** ] ----------------------------- Communications personnel involved in an active shooter response shall attend a debriefing conducted by qualified counseling professionals, arranged by the Director of Communications **[Media and other Inquires ]** - Media Inquiries: Assigned Script - There has been an incident at (location of incident). We have no further information to provide at this time. Repeat twice and hang up. There is NO deviation to this script. **[Civilian/Family Inquiries:]** There has been an incident at (location of incident). We have no further information to provide at this time. If the incident is happening at the school, advise parents/family members: DO NOT GO TO THE SCHOOL. Stay by your phone and the school system will contact you. **[Handle With Care ]** When doing Handle with Care, remember you must make a copy and put it in Lt. McMullen's box in the supervisor's office. Below is how to send out a Handle with Care on SWIFT - On the home page of the SWIFT 911 web site, click Quick Alert Wizard - Step 1, HANDLE WITH CARE will be your Alert Name, and HANDLE WITH CARE/SCHOOL should go in the description box. Make sure SMS/TEXT is selected and choose school from the drop-down menu. (This will automatically go to Lt McMullen.) - Step 2, Enter Message Content, should contain; Student name, Age, School they attend, and Grade they are in. - Step3, Set the Launch Schedule, Run Immediately should be selected - You should now be at the confirmation page if all information looks correct click launch. I have included a Handle with Care form in this. You can make a copy and replace it at any time you need to. **[Unit Status]** Officer safety is a top priority for Fayette County 911 personnel. Knowing the status of your police officers at all times is of paramount importance. When an officer is on a call, or at a traffic stop, check on them after three (3) minutes. If they do not answer their radio, send someone to check on them! Therefore, it is so important to know where an officer is at all times. **[Call Stack Procedure]** The call stack procedure outlines steps to be taken by the dispatcher when dispatching a call for service when no law enforcement personnel are available to take the call. Make sure to document appropriately. **[Back Up Units]** 911 personnel must be able to quickly assess an officer's status, location and send back as needed. This is a time critical decision that must be made quickly. Therefore, you must document every call with an accurate location, when possible, as well as a description of the residence or vehicle and a direction, northbound, southbound etc\.... Ex: Any available law enforcement to assist (Unit) with shots fired/pursuit @ location **[BOLO Dispatches]** A BOLO dispatch is a broadcast that contains information for multiple units, perhaps in multiple member agencies. BOLO stands for Be on the lookout. A Bolo also uses the same format; EX: All units, all units, be on the lookout for a Red 90's model Ford F150 involved in a leaving the scene at Food Land in Oak Hill, unknown direction of travel. Time delay, 2 minutes County clear \@1642 hours **[Emergency Radio Traffic/Code Red/Code Green]** Under certain conditions it may become necessary for Fayette County 911 to restrict use of a channel for a specific incident and/or agency Proper Format would be EX: Fayette County all units, all unit\'s code Red 1400 hours. Fayette County all units, all unit\'s code Green 1400 hours. **[Recording Mileage]** When police agencies transport subjects from one place to another\` they often provide 911 with their starting and ending mileage to be recorded. This is done for liability reasons. Document this information in CAD. **[Lockouts]** This refers to people who lock themselves out of their vehicles. Refer to a wrecker or locksmith. The only agency that does lockouts in the area is Fayetteville. In the event there is a child locked in the vehicle dispatch the appropriate unit for the area. **[Extra Patrol Requests]** This is requested for several reasons, for example, when someone is on vacation, they may request checks of their residence to ensure that the house is still secure and undisturbed. **[Traffic Control Device Management]** This refers to traffic lights or signs malfunctioning or not working as designed. Notify the appropriate police agency and contact the Division of highways (DOH). **[Animal Complaints]** Police officers may respond to various animal complaints, such as barking dogs, vicious animals, reports of animal bites and cruelty to animals. Animal control (through the Sheriff's Department) will respond to animal complaints Monday-Friday and may be subject to be called out on the weekend for dog bites. This policy is subject to change. **[Animal Noise Ordinance]** The members of the Fayette County Commission herby find that habitually barking, howling, or yelping dogs are a public nuisance and as such, they are under the jurisdiction of this body. Accordingly, and upon motion duly made and seconded, the following Ordinance is adopted, pursuant to the provisions of 7-1-3kk, Code of West Virginia, as amended. **NUISANCE: HABITUALLY BARKING OR HOWLING DOGS** The keeping or harboring of any dog within the County of Fayette which dog, by frequent and habitual barking, howling, or yelping, creates unreasonably loud and disturbing noises of such character, intensity, and duration as to disturb the peace, quiet and good order of the neighborhood or such resident or business neighbors as may be in close proximity to such dog, is prohibited. Any person who shall allow such dog to habitually remain, be lodged or fed within or on any property, dwelling, building, yard, or enclosure, which he/she occupies or owns, shall be considered as harboring such dog and shall be guilty of a misdemeanor. Upon a finding by the Magistrate Court of Fayette County, that the ordinance has been violated, such Magistrate shall impose a fine in the amount of \$100.00 for the first offense. Subsequent offenses shall result in fines of at least \$100.00 but, to exceed \$250.00. Appeals from the Magistrate Court finding shall be to the Circuit Court. Nothing herein shall restrict the bringing of a civil action, in an appropriate court of law, to seek a remedy for imposition of this offending nuisance. This Ordinance shall be effective on the [27^th^] day of [November] 2018 Done this ^th^ day in [November] ,2018 at Fayetteville, Fayette County West Virginia Fayette County Commissioner Matthew D. Wender **[Parking Complaints]** The 911 center routinely receives calls regarding improperly parked vehicles. They may be blocking sidewalks, parked on the wrong side of the road, or parked in a handicap spot. **[Funeral Escorts]** The center routinely handles funeral escorts for police agencies. The funeral homes usually call several hours before an escort is needed. **[Missing] Person** Missing people can range from small children to adults to the elderly. There are a multitude of reasons people can be missing; from kidnapping, familial kidnapping runaways or people just not letting their loved ones know where they are. An Amber Alert is used for the most serious child abduction cases and can only be activated by some law enforcement agencies, by filling out a WVSP from 167 and faxing it to WVSP Comm. Center. All the details on entering a missing person are in the NCIC handbook. There is also a SILVER ALERT for an elderly, or mentally incapacitated person. **[Notifications]** The 911 center will sometimes be contacted by other public safety agencies and asked to attempt to find a subject/vehicle and relay a message. The message must be important enough to utilize public safety agency personnel. An example would be a death in the family notification. **[MVA/MVC]** Motor Vehicle Accidents/ Motor Vehicle Crashes require law enforcement however, due to the severity of the incident fire department and EMS may need to respond as well. If there are any questions about whether to send Fire and EMS refer to the Fayette County Dispatcher's Fire Training Manual. **[Wrecker Requests]** Towing companies are requested often by member agency personnel for several reasons such as: accidents, arrests, broken down vehicles, and abandoned vehicles. Follow the proper rotation as directed and documented in the wrecker log table in CAD. **[LEO and Fire]** Sometimes it is necessary to send police to assist fire or EMS personnel on the scene of a fire or EMS incident. This may be done when there is a hazard or uncooperative persons on scene. **[Domestics]** Domestics are often verbal only, but because of the high emotion involved can often turn physically violent and even deadly. Always ask if weapons are involved. If the caller advises there are weapons involved do not disconnect with the caller, and keep LEO updated of all changes. **[Response to Domestic Violence Calls]** Same Priority as other violent calls High Priority when an assault is in progress Information to Relay to Responding Officers - Nature of the call, emergency or "in progress" - Complete address, including directions - Home phone number of caller - Identify the caller and relationship to the parties - Injuries or need for an ambulance - Weapons- What Type? - Where last seen? - Has the weapon been brandished? - Number of people on scene, including children - If offender is on scene, provide description ex. - Clothing, hair color, weight, height - If offender has fled, direction of travel, mode of travel, description of vehicle if applicable - Presence of alcohol or drugs-What type? - Last time officers responded to this location and type of call - Protection order or Temporary Order on file? **[Communication with the Caller ]** - Have caller stay on the line for safety If the call is disconnected, call back - If the victim's safety warrants, have them to go to a safe location and call back - Never ask if the victim will "press charges," prosecute or suggest that Law Enforcement will only respond if further action is taken. - Calls from a crisis line or and advocate should be handled the same as a call from the victim **[Violation of DVP]** This type of call you send out an officer and check the Domestic Violence Petition (DVP) Registry to verify that a DVP is in effect. Treat this type of call like you would a domestic however, some violations are not always in progress. When an officer advises that they have served a DVP, always put the name of the officer that served the DVP, the date and the time on the paper copy and file it in the appropriate binder in the cabinet and mark the DVP as served online as well. Calls about Protection Order or Temporary Protection Orders Dispatch unit to all reported violations If the offender is present- dispatch as a "DVP Violation in progress" Determine which state issued the order and try to verify Check for service of the order and give officers the details of the order **[Standby Calls]** - Determine likelihood of disturbance or potential for altercation - Ascertain access to weapons, What type? Where are they located? - Check records and ask caller for history of violent behavior - Check for outstanding warrants - Have caller stay away from the residence and meet officers at another location - Get caller's description and vehicle description - If the caller must travel some distance to the residence, have them call again when they arrive in the area **[Larceny (][Theft)]** This is self-explanatory and there is a vast array of possibilities where theft is concerned. Examples would include shoplifting, gas drive offs, or any stolen item. Make sure that you match the nature with the description of the theft. We have several in our CAD including theft-automobile, shoplifting, theft etc. **[Alarm Calls]** Alarm calls are reported in 3 ways Alarm Terminal Alarm Companies Passersby that hear an audible alarm When these alarms come in get the same information you do in any call the name of the alarm company - The address of the building, - The phone number for the alarm company - Name of the building - Phone number to the premise - Zone - Have you contacted anyone - Operator name/Number - Reference If the alarm is through the terminal the terminal will display the information needed to dispatch the call. Open a CAD call and then dispatch the appropriate law enforcement agency. **[Robberies]** Robberies can be in progress or after the fact and refer to a business. Always asked - Are weapons involved? - Is the subject still on scene? - If they left did they leave on foot or in a vehicle? - What are they wearing? - Which direction did they go? **[Burglaries]** Burglaries are residential and can be in progress or after the fact. Always asked - Are weapons involved? - Is the subject still on scene? - If they left, did they leave on foot or in a vehicle? - What are they wearing? - Which direction did they go? **[Breaking and entering (B&E)]** The crime of entering a building by force with intent to commit burglary. **[Pursuits]** Vehicle and foot pursuits occur often. Make sure to document and obtain all information as possible and send additional units or resources for back up. When possible, this will be a joint effort between the dispatchers in the room. All information must be documented quickly and accurately. One dispatcher can document while the other does radio communications. During these calls, the channel should be CODE RED, and minimal traffic should be on the radio. The dispatcher will ask a location and give a time, nothing else EX: Officer: "County OH14 I have a Pursuit Rt 19 NB Lochgelly, red F150 WV Reg XOXOXO" Dispatcher "All unit\'s CODE RED, all unit\'s CODE RED, any available law enforcement to assist OH14 Rt 19 NB in the area of Lochgelly Pursuit Red F150 WV reg XOXOXO." Dispatcher "OH14 location?" OH14 "Maple Lane, Speeds excess 150mph." Dispatcher "14:52" These transmissions must be short and to the point for the safety of the officers involved. [ ] **[Basic Queries]** Basic queries are considered - License Plate - WV driver\'s license - out of state driver\'s license - Name/DOB - VIN - Entering Records Entering records into NCIC can be done at an officer\'s request or by receiving paperwork from another authorized source such as the court system. Throughout training you will be exposed to entering various types of records and each will be used as a teaching and learning You will be required to attend the WEAPONS Full Certification class at WVSP Academy for training/certification. Upon completion, you will be certified to enter items such as - guns, - vehicles, - missing persons - license plates - wanted persons - articles into the NCIC system. You will be required to take a recertification exam online every two years. A West Virginia Police Automated Network (WEAPON) training guide is available for reference on the island. The guide covers all NCIC procedures **[Pinging Cell Phone]** There will be times when an officer will need you to "ping" a cell phone. This simply means to track the phone. To do this, you will need - Name of the cell phone provider - The phone number - The name of the officer and the department he/she is with Ex. S8/Detective Willis with Fayette County Sheriff's Office. The process for this varies with each cell phone provider. There are some cell phone providers that you must fill out an **[Exigent Circumstances Form]** such as US Cellular and T-Mobile. AT&T has a number that you will need to call to be able to "Ping" the phone When you call the service provider, you will tell them that you need the last 48 hours of the calls/SMS history, As well as a location PING for the next 48 hours. You will give them - your name - your Badge number - and your county e-mail address - As well as the officer you are working with and the agency, he/she is with. When you have shift change you will give all the information to the on-coming shift, and they will then transfer the information to their e-mail account. You will find the Exigent Forms included here for both US Cellular and T-Mobile. **[LPR]**- (**[License Plate Reader)]** On the EMS station we have an LPR, the cameras to this are4 located at US 19 and Summerlee Road. You will hear an alert whenever the reader picks up something that is in NCIC. If you receive one, it will be in reference to a missing person, Amber Alert, stolen vehicle or plate or a wanted person. It will display all the information on the vehicle and the exact time it came through. You should give out a BOLO and contact OHPD and let them know that the LPR picked it up. You must then enter a call into CAD for a BOLO.