SOP 218 - Public Information Desk.pdf

HOLLYWOOD POLICE DEPARTMENT SOP #218 PUBLIC INFORMATION DESK ORIGINATION DATE: 05/11/2001 REVISED DATE:...

HOLLYWOOD POLICE DEPARTMENT SOP #218 PUBLIC INFORMATION DESK ORIGINATION DATE: 05/11/2001 REVISED DATE: 02/01/2019 APPROVED: CHIEF OF POLICE, JEFF DEVLIN PURPOSE: To provide a guide outlining the duties and responsibilities of members assigned to staff and control access to the Public Information Desk. (PID) SCOPE: This policy applies to all department members. POLICY: It is the policy of the Hollywood Police Department to provide a reception area for the public. The Public Information Desk, located in the First Floor Lobby of Police Headquarters, will serve this purpose. INDEX: PROCEDURE:.............................................................................................................................................. 2 I. OPERATIONS.......................................................................................................................................... 2 A. STAFFING:............................................................................................................................................. 2 B. DUTIES AND RESPONSIBILITIES:.............................................................................................................. 2 II. CONTROLLING BUILDING ACCESS.................................................................................................... 3 A. NORMAL HOURS:................................................................................................................................... 3 B. AFTER HOURS:...................................................................................................................................... 3 C. PID SURVEILLANCE / RESPONSE:........................................................................................................... 3 D. SYSTEM FAILURE:.................................................................................................................................. 3 ST ND RD E. LOBBY ACCESS – 1 , 2 AND 3 FLOORS:............................................................................................ 3 F. LOBBY ACCESS – 4TH FLOOR:................................................................................................................ 3 G. INTERNAL BUILDING ACCESS:................................................................................................................. 4 H. DELIVERIES:.......................................................................................................................................... 4 I. CHALLENGING STRANGERS:................................................................................................................... 4 J. ANIMAL ACCESS INTO THE POLICE DEPARTMENT:.................................................................................... 4 III. REPORTING PROCEDURES................................................................................................................. 4 A. W ALK IN REQUESTS:.............................................................................................................................. 4 B. TELEPHONE REPORTING UNIT:............................................................................................................... 5 C. TRAFFIC CRASHES:................................................................................................................................ 6 SOP #218 Public Information Desk Page 1 of 6  D. SECURITY OF INFORMATION:.................................................................................................................. 6 IV. MAIL DELIVERIES.................................................................................................................................. 6 V. DEFINITIONS:......................................................................................................................................... 6 A. SERVICE ANIMAL:............................................................................................................................. 6 PROCEDURE: I. OPERATIONS A. Staffing: The Public Information Desk is the responsibility of the West District Patrol Division Major. 1. Staffing is provided at the direction of the Shift Lieutenant. 2. The PID will be staffed from 0600 – 2200 hours with uniformed sworn or non-sworn members. 3. The PID may also be staffed by sworn/non-sworn members working light duty assignments who are authorized to wear business attire. 4. Shift Lieutenants will assign members to staff the PID position in the following order: a. Light Duty Member (if applicable) b. Non-Sworn Members; or c. Full Duty Police Officers. 5. Members assigned to the PID will arrive at the desk at their scheduled time. B. Duties and Responsibilities: Members staffing the PID will adhere to the following duties and responsibilities: 1. Monitor and control the Main Lobby elevators to ensure or restrict access. 2. Control access to Police Headquarters from the First Floor Lobby. 3. Provide an immediate response to walk-in emergencies. 4. Address walk-in and telephone report requests by: a. Completing the appropriate report. b. Referral to another Agency. c. Referring the citizen to the appropriate member for assistance. 6. Respond to requests for general information and directions. 7. Provide support services to the Patrol Division. 8. Accept incoming specialty mail. (UPS, FedEx, etc.) 9. Preparing telephone and walk-in reports. 10. Place elevators on manual operation from 1630 to 0700, Monday through Friday, and on holidays and weekends. 11. Ensure the PID area is kept clean and orderly. 12. Members are not to leave the PID or lobby area unless relieved. 13. Monitor security cameras for building. 14. Prior to the closing of the PID, the Alpha Shift Lieutenant will be responsible for assigning a Sergeant to ensure the bathroom doors are locked and all access doors leading from the lobby area, including those controlled by access key cards, are secure. The Sergeant will ensure the lobby elevators are locked down, denying access to other floors. The Alpha Shift Sergeant will make phone contact with the Teletype Unit and confirm the PID will be closing. SOP #218 Public Information Desk Page 2 of 6  15. Prior to the reopening of the PID, the Bravo Shift Lieutenant will be responsible for assigning a Sergeant to conduct a protective sweep of the area before authorizing the re-opening of the PID. If any suspicious items are located the Sergeant is to follow the applicable policy. The Sergeant will ensure a report is completed, video footage requested, and all will be forwarded to the West District Major for review. The Alpha Shift Sergeant will make phone contact with the Teletype Unit to confirm the PID is again open to the public. II. CONTROLLING BUILDING ACCESS A. Normal Hours: When the PID is open to the public, Members staffing the PID are responsible for monitoring and controlling visitors accessing the Police Building. B. After Hours: During the hours of 2200-0600 the Teletype Unit will be responsible for controlling access to the PID. C. PID Surveillance / Response: The exterior of the PID entrance is equipped with an audio/video feed which is available to the Teletype Unit. The Teletype Unit will be responsible for ensuring the feed is monitored during PID closure. Should any citizen request Police services when the PID is closed the Teletype Unit shall utilize the police radio to request a unit to be dispatched. The Teletype Unit should provide dispatch with as much information as possible. Should the citizen be seeking protective shelter from imminent harm, Teletype Unit members will disengage the magnetic locks on the building’s front door granting the citizen access to the PID lobby area. The Teletype Unit members will utilize the police radio and request the call for service to the PID be upgraded to a Code-3 response. The Teletype Unit members will continue to monitor the surveillance camera feeds and update dispatch as needed until an officer arrives. Only citizens seeking shelter from imminent harm shall be admitted into the PID lobby area. All other requests for Police services will remain outside the building. D. System Failure: If the surveillance camera system becomes non-operational and/or the Teletype Unit members cannot monitor the front door and/or the PID lobby area, Teletype will immediately notify the Shift Lieutenant who will staff and re-open the Public Information Desk. A Visitors Log is maintained within Easy Lobby SVM (see Appendix A) and archived in the SQL database server located at City Hall. To access this data, users will need Passage-Point software and a user name and password with the proper permission. st nd rd E. Lobby Access – 1 , 2 and 3 Floors: The following procedures will be followed for visitors requesting access to the first, second and third floor lobbies: 1. Every visitor entering the lobby will be queried as to the required assistance. Visitors will be logged in to Easy Lobby SVM with all required information and show a photo ID card, such as a Driver’s License. 2. Visitors are permitted unsupervised access to lobby areas on the first, second and third floors during normal business hours. Visitors must display the Visitor’s Badge (see Appendix B) issued using Easy Lobby SVM – (see Appendix C for instructions). 3. City employees with proper identification and authority to be in the Police Building need not be escorted unless they require access to a designated Restricted Area. F. Lobby Access – 4th Floor: Visitors will be allowed access to the fourth floor lobby under the same provisions outlined in the Internal Building Access Section. SOP #218 Public Information Desk Page 3 of 6  G. Internal Building Access: A Visitor’s badge is required for internal building access. The following procedures will be followed for those requesting access to areas of the Police Building beyond the lobby areas. 1. All individuals requesting building access will be directed to the Public Information Desk. 2. The member staffing the PID will obtain a photo identification card; such as a Driver’s License, from the visitor and issue a Visitors Badge from Easy Lobby SVM (see Appendix B), in exchange for their I.D. Visiting Law Enforcement Officers will display their badge or law enforcement credentials. 3. The member staffing the PID will notify the appropriate member, section, or unit that they have a visitor. The requested member will meet their visitor in the appropriate lobby and escort the visitor while in the Police Building. H. Deliveries: All persons making deliveries will be directed to stop at the Public Information Desk. 1. The PID will accept business deliveries and contact the Quartermaster for distribution. 2. Non-business deliveries, such as meal deliveries, will be made to the PID. Members waiting for the delivery will notify the PID in advance and the member staffing the PID will notify the person to pick up their delivery when it arrives. Delivery personnel are not allowed access to the building. Deliveries not identifying a contact person will be turned away. I. Challenging Strangers: Strangers in the building, beyond lobby areas, not displaying a Law Enforcement Badge, Visitors Badge, or City Identification will be challenged as to their purpose. Non-sworn members will seek the assistance of a Police Officer. 1. Address trespassers in a manner appropriate for the situation. 2. Visiting Law Enforcement Officers will be asked to display their Badge and/or Department Identification card. 3. Individuals will be referred to the PID to comply with building access requirements. J. Animal Access into the Police Department: Members working the PID will not allow animals of any kind into the Police Department, with the exception of Service Animals (see definitions) or working dogs in accordance with the Americans with Disabilities Act of 1990. III. REPORTING PROCEDURES Depending upon the job description of the member staffing the PID, it may be necessary to contact a Police Officer to address certain classifications of incidents. A. Walk In Requests: The following “Walk-in” requests will be handled as follows: 1. People requesting to make a police report will be promptly addressed by the member staffing the PID. 2. A Sexual or Felony Battery report will be handled in the following manner: a. A Patrol Officer will be summoned to take the initial report until a Detective arrives for follow-up. b. If an incident requires immediate follow-up, members will notify a Supervisor to authorize an on duty Detective or call out a Detective to interview the victim. 3. VIN verification requests will be offered on Tuesdays and Wednesdays from 8:00 a.m. to 10:30 a.m. SOP #218 Public Information Desk Page 4 of 6  a. A patrol officer will be summoned to police headquarters to physically inspect/verify the “Vehicle Identification Number”. B. Telephone Reporting Unit: The Telephone Reporting Unit (TRU) is designed to reduce calls for service by the Patrol Division and to reduce the time the Public waits for an Officer to respond. This service will be available staffing permitted, to assist the public with minor incident reports that can be investigated over the telephone. Members assigned to the TRU will adhere to the following procedure: 1. The TRU member will be assigned to the Public Information Desk. 2. If more than one member is available to work the TRU, the Shift Commander will assign the second member to the Public Information Desk, depending on operational needs. 3. When assigned to the Public Information Desk, members will: a. Assume all duties and responsibilities associated with the P.I.D. b. Assume TRU responsibilities. c. Schedule breaks via a shift Supervisor. 4. TRU will not be used when: a. It is necessary to have a Crime Scene Technician respond to process a scene. b. Response to a scene by an Officer would aid in the investigation. c. An Officer is specifically requested by the Complainant to respond to the scene. 5. TRU can handle the following reports: a. Thefts, meeting the following criteria: (1). The suspect is not on scene and/or there is no suspect information. (2). Reports which are being made strictly for future insurance claims. (3). The reported loss is under $1000.00. b. Frauds not exceeding $1000.00, with no viable suspect. c. Vandalism/Damage to Property with the following exceptions: (1). Vandalisms is in excess of $1000.00. (2). Graffiti. (3). Vandalism is to City Property (4). Vandalism is to Broward County School Property d. Obscene and Annoying Phone Calls (provided no threat is made). e. Lost/Stolen Property, with the following exceptions involving: (1). Drugs; (2). Firearm(s); (3). Explosive Devices; (4). Police ID/Badge; or (5). Potential evidence related to a crime. f. Traffic complaints except those that require immediate attention of a Patrol Officer. g. Bicycle thefts with no suspect information. h. Follow-up information related to previously reported incidents. SOP #218 Public Information Desk Page 5 of 6  C. Traffic Crashes: Refer to (SOP #231 Traffic Crash Investigations). D. Security of Information: The following security measures are designed to protect privileged information. 1. Members will be guided by the procedures established in (SOP #154 Computer Systems) regarding the access, visibility, and use of the computer stationed in the PID. 2. All Police reports will be kept out of public view. 3. Any document containing the home address, telephone number or other personal information of a department member will be kept out of public view. IV. MAIL DELIVERIES See (SOP #155 Quartermaster). V. DEFINITIONS: A. SERVICE ANIMAL: The ADA defines a Service Animal as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. Service Animals are considered working animals, not pets. ATTACHMENTS: Appendix A: Passage-Point Screen-shot Appendix B: Visitor Badge Appendix C: Passage-Point Desk Reference SOP #218 Public Information Desk Page 6 of 6 Page 1 of 1 218 Appendix A Page 1 of 1 218 Appendix B Page 1 of 2 218 Appendix C Page 2 of 2 218 Appendix C