911 Calls Standard Operating Procedure PDF

BOCA RATON POLICE SERVICES DEPARTMENT Standard Operating Procedure 81.31 911 CALLS Revised: November 1, 2022 I. PURPOSE: The purpose of this standard operating procedure is to establish guidelines on how to handle incoming calls regarding 911 hang-ups, and other 911 specific calls within the city li...

BOCA RATON POLICE SERVICES DEPARTMENT Standard Operating Procedure 81.31 911 CALLS Revised: November 1, 2022 I. PURPOSE: The purpose of this standard operating procedure is to establish guidelines on how to handle incoming calls regarding 911 hang-ups, and other 911 specific calls within the city limits of Boca Raton. II. PROCEDURE: A. 911 CALLS: 1. All 911 calls received will be considered a true emergency until proven otherwise. 2. 911 emergency calls will not be placed “on hold” unless absolutely necessary. 3. For 911 hang-up calls, public safety call takers (PSCTs) and public safety dispatchers (PSDs) shall attempt one call back while the LEO is enroute in order to provide additional information. 4. A minimum of two call back attempts will be made if there is a disturbance in the background of the 911 hang-up. 5. If an answering machine or voicemail feature is reached, no message will be left. This is to prevent notifying that the police are responding. Similarly, on misdial situations where contact is made with the calling party, the PSCT/PSD will not specify that a police officer is responding. 6. If more information is obtained, incidents originating as 911 hang-ups shall have the actual nature of the call explained in the remarks, and the nature code changed as necessary. 7. Law Enforcement Officers (LEO) responding to the call shall be kept apprised of updated information so they are aware of the true nature of the incident and all other pertinent information. B. 911 CALLS FROM LANDLINE PHONES: 25.05 1. All 911 hang-ups or misdials from a landline telephone that provide an Automatic Number Identification/Automatic Location Identification (ANI/ALI) location of origin will be entered in Computer Aided Dispatch (CAD) using the nature code 911 and dispatched to a LEO. 2. Exceptions to LEO dispatch: Effective: August 31, 2016 Revised: November 1, 2022 911 Calls SOP No. 81.31 Page 1 of 5 a. An LEO does not necessarily have to be dispatched when the caller specifically acknowledges that he/she called the Department to inquire about a non-emergency matter. b. On call back, if it is determined that a 911 hang-up is a non-life-threatening medical call with no need for law enforcement, responding LEOs can be cancelled, and Fire Rescue Services sent instead. c. Landline 911 hang-ups originating at The Boca Raton (501 E Camino Real) Boca Raton Beach Club (900 S Ocean Blvd) or Boca Raton Regional Hospital (800 Meadows Rd) can be turned over to security unless a disturbance is heard. C. 911 CALLS FROM WIRELESS PHONES: 25.05 1. A Phase 1 Wireless Call will only provide the ANI (ALT#) and location of the tower. a. For Phase 1 hang-ups where a disturbance is heard that cannot be verified during callback attempt(s), a CAD call will be created, and an LEO dispatched to investigate the tower area and surrounding location. b. The PSCT / PSD should indicate in the call notes that it is a Phase 1 call. 2. A Phase 2 Wireless Call will provide X/Y latitude and longitude coordinates for the caller as well as the ANI. Updated coordinates will be obtained by re-bidding the ALI screen as often as necessary to track the caller’s location. a. For Phase 2 hang-ups where a disturbance is heard that cannot be verified during callback attempt(s), the most recent re-bid location will be utilized to enter a CAD call as 911 and an LEO should be dispatched to investigate. b. The PSCT/PSD should indicate in the call notes that it is a Phase 2 call and provide the latitude and the longitude as well as the best estimated address. 3. For wireless 911 hang-ups, if there are audible circumstances such as a disturbance that indicate further investigation is prudent and the location cannot be determined, the cellular provider will be contacted to get the registered owner’s home address, and an LEO sent to attempt contact at that location. This may require contacting another agency to conduct this investigation on our behalf. 4. PSCTs/PSDs should use the Rapid SOS Portal to help determine caller location on wireless 911 hang-ups or other 911 calls where location needs to be determined. a. Effective: August 31, 2016 Revised: November 1, 2022 The Rapid SOS Portal works with 911 calls from wireless phones with: i. iOS 12 or higher ii. Android 4.0 or higher iii. Medic Alert 911 Calls SOP No. 81.31 Page 2 of 5 iv. Uber b. The PSD/PSCT should indicate in the call notes that Rapid SOS was used and document the latitude and longitude as well as the best estimated address. 5. For Phase 2 calls and Rapid SOS where the callers cannot provide his/her location, the PSCT/PSD should remain on the line with the caller and provide location (latitude and longitude) updates until contact is made with the responding unit(s). D. EMERGENCY ALERTS TO 911 FROM WEARABLE DEVICES: 1. Wireless calls from a wearable device will provide latitude and longitude coordinates for the caller as well as the ANI. Updated coordinates will be obtained by re-bidding the ALI screen as often as necessary to track the caller’s location. These alerts should be treated as 911 hang-ups from a wireless phone. 2. When an automated notification is received such as a fall alert from a wearable device, the most recent re-bid location and Rapid SOS will be utilized to enter a call into CAD if there is no voice contact. If the exact problem cannot be determined, both BRPD and BRFR calls for service will be generated. E. OPEN LINE SPECIAL CIRCUMSTANCES AND SILENT CALLS: 1. All silent calls will be challenged with a TDD/TTY function to determine if the caller is attempting to report an emergency using a special communications device for hearing impaired individuals. 2. TDD/TTY equipment may also sound audible tones, or state “This is a TDD call” or similar announcement to indicate it is this type of call. 3. In addition to checking silent calls with TDD/TTY equipment, PSCTs/PSDs will consider that the caller may be in a dangerous situation and unable to talk. In this instance, the PSCT/PSD will utilize the Silent Call function on the 911 phone screen. 4. The PSCT/PSD will instruct the caller to press the correlating button for the service they require. a. The options for service are: i. 1. If you need Police ii. 2. If you need Fire iii. 3. If you need an Ambulance b. The PSCT/PSD will instruct the caller to press the following buttons to answer Yes or No questions they will be asking. i. Effective: August 31, 2016 Revised: November 1, 2022 4. Yes 911 Calls SOP No. 81.31 Page 3 of 5 ii. F. 5. No MISDIRECTED EMERGENCY CALLS FOR SERVICE: 25.05 1. The enhanced 911 system will normally direct calls for emergency service to the appropriate jurisdiction, however situations may occur when the Communications Center (Center) will receive a call for service that is in another agency’s jurisdiction. In these instances, PSCT/PSDs shall: a. Obtain enough information to determine the appropriate jurisdiction and then immediately transfer the call to that jurisdiction. b. Do everything they can to ensure that the caller is connected to the appropriate jurisdiction. 2. If the call cannot be transferred or if the jurisdiction is in doubt, as a last resort the call taker will obtain a location and callback number and instruct the caller to hang up and dial 911. 3. The PSCT/PSD will complete a 911 Inquiry Form and turn it in to his/her supervisor to be forwarded to the County for correction. G. OPERATOR ASSISTED TRANSFER CALLS: 1. On operator-assisted calls, it is the phone operator’s duty to connect the caller to the requested agency. a. Unless the caller specifically requests, “the Sheriff,” the operator will connect the caller to the Center. b. Calls to the operator are directed to the first available operator, regardless of location, so operators in a different part of the state cannot be expected to be familiar with local jurisdictions. c. The operator’s screen displays a caller ID with the caller’s phone number only. d. Once a conversation between the caller and a PSCT/PSD starts, the operator places the call on hold at his/her console and does not monitor the conversation. 2. When either party disconnects, the operator is alerted to re-check the line and challenge for conversation. a. As long as one party holds the line open the operator has access to the caller’s phone number. b. With this number, the telephone company can cross-reference for an address. 3. On all operator-assisted calls the PSCT/PSD should immediately ask the operator for the caller’s phone number, the operator’s ID, and to wait to verify jurisdiction before the operator places the call on hold. Effective: August 31, 2016 Revised: November 1, 2022 911 Calls SOP No. 81.31 Page 4 of 5 a. If the caller disconnects before providing sufficient information, the PSCT/PSD will remain on the line for the operator to return to obtain the caller’s phone number to begin the cross-reference process or ask a co-worker to alert Operator Services (by dialing 0) and requesting a supervisor. H. HOAX CALLS/“SWATTING”: 1. “Swatting” – the hoax call reporting a crime or circumstance so drastic that it would generate a Special Weapons and Tactics (SWAT) team response. Often, the ANI/ALI is “spoofed” through cloaking technology, or through a relay-type service. 2. PSCT/PSDs shall be cognizant of the potential to receive this type of call but will not discredit the caller or judge the truthfulness of the situation to downplay the call or prevent such a police response in case it is truly required. 3. PSCT/PSDs may add pertinent or supporting remarks to the CAD call to give the responding units as clear and full information as possible, to include sharing the true audio from the call received for LEO supervisors to make sound judgment. I. CELLULAR/INTERNET PROTOCOL (IP) ADDRESS LOCATION DATA/“PINGING”: 1. A “ping” is the process of determining the location, with reasonable accuracy, of a cellular phone or IP address at any given point in time by utilizing the phone GPS (global positioning system/satellite) location awareness capabilities. 2. The cellular phone/internet device must be powered on to successfully “ping,” although some carriers may be able to establish the last known active location of the device, which may assist in the investigation. 3. See Departmental Standards Directive 74.300 Criminal Process, Arrests, and Searches for more information on making cellular telephone location requests. 4. PSCTs/PSDs shall not knowingly access cellular telephone/IP location data except on the request of an LEO supervisor for official law enforcement purposes. 5. file. Procedures, including specific carrier phone numbers, will be maintained in the CAD SOP Effective: August 31, 2016 Revised: November 1, 2022 911 Calls SOP No. 81.31 Page 5 of 5