Communications Dispatch

Version 1, transcribed verbatim from the source document. Hover a paragraph for a permanent link to it.

I. Definitions

Dispatch is part of the Communications Section staffed by Police Emergency Communications Officers (PECO) who are responsible for using radio equipment and Computer-Aided Dispatch (CAD) computers to communicate calls for service to field units and to monitor police activity on numerous talk-groups with an emphasis on officer safety and accuracy. #

II. Duties and Responsibilities

A. Professional Conduct 1. Dispatching is a profession that requires dedication and integrity on the part of the PECO as well as the maximum application of intelligence, common sense, and the retention of information. 2. Basic elements of radio dispatching are speed, accuracy, comprehension, and voice clarity. 3. Dispatchers shall remember that no call is routine; field units have been injured or killed while responding to many types of calls. 4. Dispatchers shall maintain a professional attitude at all times. 5. Never become involved in an argument with a field unit on a talk group or the Mobile Digital Computer (MDC). a. Voice inflections which indicate sarcasm or irritation are prohibited. b. Contact a supervisor before situations develop into an argument. B. Professional Communication 1. Background noise in the Communications Center shall be kept to an absolute minimum. 2. Any talk group monitored on the unselected audio speaker shall be kept to the minimum volume necessary. 3. Always use the radio signal that most clearly describes the situation when assigning calls. If there is not an adequate signal, use plain English. 4. Use plain English during all National Incident Management System (NIMS) or cross jurisdictional events/incidents. 5. There will be occasions when the dispatcher will not be able to understand a field unit: a. Dispatcher shall ask the field unit to repeat the message (i.e., "A121 10-9"); and b. If the field unit is still unclear, advise they are inaudible (i.e., “A121 10-9 10-1”). 6. Avoid unprofessional distractions. Asking a field unit to repeat a message when the transmission was clear the first time causes field units to lose confidence and in emergency situations the field unit may only be able to transmit once. 7. Refrain from familiarity on the radio. a. Humor, jokes, or inappropriate slang are not permitted; b. Do not use first names or nicknames; c. Dispatch is referred to as “HQ,”; and d. Phrases such as “please,” “thank you,” “Would you mind…,” slow down efficiency. 8. Dispatchers will speak clearly and concisely. a. Use definite times and dates; b. Only interrupt field units in the case of an emergency; c. Utilize proper alert tone procedures; d. Conserve airtime so it is available when needed for an emergency; e. Anticipate what will be said on the radio before keying the microphone; and f. Broadcast numbers such as Central Communication Report (CCR) numbers first as single digits and then as a whole number (e.g., 1-2-3-4-5-6, pause, one hundred twenty-three thousand, four hundred fifty-six). C. Accountability 1. Keep up to the minute status of all field units to manage resources properly. 2. Any transmission made by a station or field unit shall be acknowledged promptly. 3. On-view activity is particularly hazardous in law enforcement activity; dispatchers will acknowledge on-view activity promptly and accurately. 4. Anytime a station or field unit is on-viewing activity, a call will be generated in the CAD System. 5. Field Units that do not answer a radio call raise concerns about officer safety. Unless the field unit is properly logged at station or similar location, or 10-80 to another frequency: a. Call a unit no more than three times in one minute; b. If the unit fails to answer, a backup unit will be dispatched to his current or last known location; and c. Notify the unit’s supervisor who will direct any further attempts to contact the unit. 6. Traffic will be monitored by the dispatcher assigned to a talk group in order of precedence --emergency traffic, assigned talk group, any other talk group being monitored, and MDC traffic. 7. PECOs assigned to a zone shall not talk on another talk group unless emergency traffic is required. In the event this occurs, they will immediately notify the Watch Supervisor. 8. The Jacksonville Sheriff's Office (JSO) is licensed by the Federal Communications Commission (FCC) to broadcast on assigned frequencies. This license requires JSO to use the talk groups for business purposes only and forbids the use of profanity. PECOs are required to adhere to these restrictions. Failure to do so could result in loss of license by JSO and disciplinary action. D. Call Priority 1. All calls for police service shall be dispatched according to call priorities defined in Order 441 (Communications). 2. After a call for service has been sent to dispatch, the call shall be assigned to available units based on the priority and the additional information. 3. The dispatcher shall read the additional information on each call pending when the call is received and upon receiving call updated notifications. The dispatcher will use the F9 key to view calls which documents the view in the incident audit trail. 4. The dispatcher will also check tag numbers in the call for hits (pn;tag#) but shall not copy the vehicle registration or registered owner information into the call. 5. After reading the additional information, if the dispatcher determines that a higher priority is indicated, the dispatcher shall assign the call using the time limits of the higher priority. If a lower priority is indicated, the dispatcher shall contact the watch supervisor. 6. Dispatchers shall maintain a professional attitude toward receiving. It is inappropriate to berate or second guess the incident type or priority sent by receiving. Problems with a call that impact service to the public or officer safety will be discussed with a supervisor first. E. Holding Calls 1. Every call shall be dispatched within the prescribed time limits if not placed on hold by a supervisor. 2. Call assignments will be made without regard to shift change. Do not hold calls for an extended period of time waiting for the next shift to check on duty. 3. When calls start backing up in a zone, the dispatcher shall notify the watch supervisor who shall assist the dispatcher in finding appropriate units to respond or authorize the calls to be held. 4. Once a watch supervisor has authorized a call to be placed on hold, the dispatcher shall: a. Update the comments of the call with the name or call number of the supervisor who authorized the hold; and b. Use the Reset Incident (RI) command to reset the incident to its default time-out or the appropriate time authorized by the watch supervisor. 5. Placing a call on hold does not relieve the dispatcher of the responsibility of sending the first appropriate field unit. 6. Field units can be dispatched from sector to sector and zone to zone to handle calls for police service. 7. If a call is returned to the pending queue, the call will not time out like normal; special attention is required to ensure these calls are dispatched within time limits. 8. Stacking a call does not relieve the dispatcher of ensuring that field units respond in a timely manner. Dispatchers shall monitor the stacked incidents window in CAD to determine if any calls need to be reassigned or placed back in the pending queue. 9. Dispatchers will call back complainants on any call not dispatched within 30 minutes after being placed on hold, to explain the delay and ask if police service is still needed. 10. When several calls are holding, supervisors will begin calling complainants back: a. Every effort will be made to convey that the call is important to the JSO and that a unit will be sent. b. The caller may indicate that the situation has passed and police service is no longer needed. Apologize to the caller and encourage a callback if the incident reoccurs. 11. At no time will a dispatcher call back an unverified 911 (Signal 37) in an attempt to cancel the call. #

III. Procedures

A. Routine radio use, MDC use, emergency situations (10-33), and hit response radio procedures are listed in Order 441 (Communications). B. Communications watch supervisors shall determine when there is a need to use voice dispatch due to system failure or other problems experienced with the MDC. Additional radio procedures for voice dispatching calls for service include: 1. Assigning a call to unit(s) based on priority, availability of field units (including specialized units), and additional information: a. Dispatcher: "(unit number);” b. Officer: "(unit number), (location);" c. Dispatcher: "(unit number) (signal) (location) (additional information) (sub-sector);” d. Officer: "(unit number), 10-51; and" (1) Dispatcher: "B131;” (2) Officer: "B131, 3rd and Main;" (3) Dispatcher: “B131, Sig 32, one four zero nine, 1409 Hubbard St, Smith Residence back door drop, Sub-Sector B-1; and” (4) Officer: “B131, 10-51.” e. The unit called may not be appropriate because of the location given; advise the field unit to 10-22 (disregard) and select the next best unit. 2. For report writing calls, the CCR number shall be added to the end of the transmission. a. "J311, signal 21R five six seven eight, 5678 Timuquana Rd, sub-sector J-3, 10-99 one two three four five six, 123456." b. CCR numbers are broadcast first as integers, then as whole numbers. c. If the call is dispatched as Priority 1 or 2, the CCR number will not be dispatched until requested by the assigned field units. 3. If more than one message or call is being given to a field unit at the same time, the dispatcher shall inquire "So Far?" between messages and await acknowledgment. 4. For a call to be considered dispatched, the field unit(s) shall voice acknowledge the call. 5. If a call assignment must be changed for any reason, the dispatcher shall cancel the originally assigned field unit and reassign to the new unit; ensure that both units acknowledge the change. Example: "M121, 10-66 Signal 56, M122 Signal 56, one seven three four, 1734 West Beaver Street, children playing in the street, sub-sector M-1.” 6. If a field unit is unable to respond to a call and another field unit is not available, return the call to the pending queue using the Free Command (FR). Pay special attention to the time expired on the call and request a hold if needed. 7. When a back-up unit is to be sent, the dispatcher shall call both units. Example: "M112 signal 35, M121 signal 22 at one seven three four, 1734 West Beaver Street, husband versus wife, sub-sector M-1.” 8. When an assigned field unit(s) advises arrival at the scene acknowledge"10-97 (unit)." a. Example: "10-97 M121." b. When a field unit has not advised 10-97 within a reasonable amount of time, the dispatcher shall attempt to confirm whether or not the officer is 10-97. 9. On-view calls shall be entered into the CAD system using the Officer Initiate (F7) format as described in the CAD User Guide. It is the responsibility of the dispatcher to verify the address of on-view calls in CADs and ensure officers are logged out correctly. 10. Off duty officers can log out on on-view activity. The officer's ID number is used as the unit number if the officer does not have a permanently assigned call sign. It is not necessary to sign the unit on (10-81); the quick sign on format should be used (i.e., *6783). C. MDC Dispatch 1. The MDC system allows data relay from the CAD to a laptop computer in the field unit’s vehicle that permits the field unit to view information sent by the dispatcher and advise the dispatcher of status changes. 2. Any communications dealing with officer safety shall be broadcast by voice radio and followed up with an MDC message when appropriate. 3. Rather than voice dispatching every call, the MDC allows dispatch to announce calls and receive acknowledgment, updates, and disposition via the officer input on the MDC. Voice announce call format (unit number) (backup unit number if applicable) signal (signal) (location) (sub-sector). a. Example: "M121, M122 signal 13, 1734 West Beaver St, sub-sector M-1." b. Any suspect information or direction of travel included in the call will be voice announced so nearby units can be on the lookout for the suspect. 4. After the call is dispatched, the field unit will be shown in a not acknowledged (NA) status on the Unit Status Screen. The field unit shall acknowledge the call by voice, giving his location and follow up by showing en route via the MDC. 5. If a field unit acknowledges by voice, the dispatcher shall change the field unit’s status to en route (EN) since the incident time starts with the en route status. 6. When a field unit on-views a call via the MDC, a separate unit status entry is made in the MDC on-view window in CAD. 7. Voice announce all calls on-viewed by MDC. a. (Unit) on-view signal (type) at (location); b. "P121 on-view signal 31 1100 Dunn Ave" 8. Prior to logging out a meal break (MB [10-84 or 10-10]) status, field units are required to request if it is clear. a. Ensure there are no calls pending or stacked for the field unit to handle or units on calls needing back-up; and b. Once cleared the field unit shall log out via MDC. D. Utilization of Back-up Units 1. Back-up units enhance officer safety and minimize incidents of physical violence against officers. 2. At least two field units shall be assigned on designated call types: a. All crime in progress calls; b. All alarm calls; c. All calls where a suspect is still at or near the scene; d. All disturbance or dispute calls; e. All calls when participants may be armed or dangerous; f. All calls involving mentally ill persons, whether violent or not; g. All calls involving intoxicated persons; h. All accidents where assistance is needed for traffic control; i. All scenes where crowd control or scene security will be necessary; and j. All unverified 911 calls. 3. If there is any doubt if a back-up unit should be sent, assign a back-up unit. 4. If no back-up unit is available the call shall be dispatched and advise, "no Signal 35 available." 5. Send the first available unit unless the previously assigned unit has advised the situation is under control and no back-up is needed. 6. Never assign one unit to a call requiring back-up and ask the unit to advise if a back-up is needed. 7. For on-view calls meeting the criteria for a two officer response, the dispatcher shall assign a back-up unit or advise, "no Signal 35 available." 8. It is permissible to call PICs, sergeants, or even lieutenants for a higher priority call with no units available or a call that has been waiting a while. 9. When units from other zones are assigned to assist on a call, these units shall change to the talk group of the primary unit. E. Priority 1 and Priority 2 Calls 1. Dispatch of Priority 1 calls requires the use of an alert tone. 2. Specific voice dispatch procedures for Priority 1 calls: Dispatcher: Alert Tone – sub-sector, signal at (location), and (additional information), (units assigned); (1) ALERT TONE "Sub-Sector G-3, Signal 23 in progress at the Lil Champ, six six three zero, 6630 Beach Blvd, G241, G242." (2) Voice acknowledgment from each unit assigned. (3) Dispatcher will voice announce updates to Priority 1 calls. 3. Priority 1 calls on zone boundaries are announced on the adjacent talk-group; Dispatcher: Info tone, "For information, sub-sector (sub-sector), signal (signal) at (Location) (Additional information)." INFO TONE, "For information, sub-sector G-3, Signal 23 in progress at the Lil Champ, six six three zero, 6630 Beach Blvd." 4. If Priority 1 calls are cancelled, notify the assigned field unit(s) immediately and ensure the cancellation is acknowledged. 5. Priority 1 calls are announced on the Investigative talk-group using an info tone. The zone dispatcher shall notify the Investigative dispatcher of any status changes in emergency calls (cancellations and code A’s for example). 6. Dispatch of Priority 2 calls will follow the same sequence as Priority 1 calls, but the alert tone will be omitted; "Sub-Sector G-3, Signal 32X 23 type at the Lil Champ, six six three zero, 6630 Beach Blvd, G241, G242." 7. Priority 2 calls will be announced immediately. If the appropriate sector units are not available, it is permissible to assign the next closest unit(s) or say “HQ to any unit that is able to respond.” 8. Priority 2 calls will be announced on Investigative and on zone boundary adjacent talk groups without the use of the info tone. F. Incident Updates 1. Once a call is received in dispatch, the receiving section may send updates. 2. Updates can range from a change in signal or priority to vital officer safety information. a. Incident updates receive an incident flag. b. Dispatchers should anticipate that certain in-progress calls and calls with escalating violence will receive frequent updates and those calls should be monitored closely until the situation subsides. c. Immediately review calls that receive updates and relay all information to field units by voice. 3. The dispatcher may also update the call with information provided by the field unit. 4. If a cancellation (10-66) is received, review the call and make a determination whether to cancel the call based on the additional information and any other mitigating factors (i.e., previous calls at the location, different complainants, other calls in proximity, etc.). a. Cancel the call in pending using the Incident Update (IU) command. b. If units are en route they shall be cancelled using the Unit Status (US) command. 5. There will be times when an officer or citizen provides officer safety or contact information about a particular location. This information will be entered into the MN.3 database by a supervisor. This location information shall be relayed to responding officers by voice. Premise codes are used to distinguish different types of location information: a. X – Caution Information; b. C – Contact Information; c. S – School Contact Information; d. M – Medical Information; e. D – Special Directions; f. F – HAZMAT; g. G – Gate Codes h. H – Critical Information; i. P – Parks; and j. I – Information (anything that doesn’t fall into the other categories). 6. It is the dispatcher’s responsibility to review premise information and determine if it is applicable to a dispatched call. When premise information is applicable, the dispatcher will notify units by voice and click “Write to Incd” button to document the information in the audit trail of the call. G. Status Updates and Disposition 1. When a field unit advises a change in location while handling a call, this information shall be recorded in CAD using the Unit Status change format 2. The signal for a call can be changed at the request of the responding field unit. Once a call has been completed, the assigned field unit(s) will advise the dispatcher of the disposition code(s) Acknowledge with "10-98 (Disposition code(s) in phonetic alphabet), (Radio call number) – Example: "10-98 Bravo and Lima, M121." 3. Units can be cleared from calls using up to five disposition codes, separated by commas. Additional disposition codes are noted in the comments field of the call. 4. Any call cleared by the dispatcher, such as duplicate calls or assignments made in error, shall be cleared with a disposition code of “Z” or code “T” if the call is canceled by the complainant. a. Prior to clearing any duplicate call, the dispatcher shall ensure that pertinent information or new information is delivered to the assigned officers by voice. b. Calls that have different or better information should be stacked on top of an officer’s queue so the information is delivered to the officer. Dispatchers will also associate these calls together in CAD. c. Any question concerning a duplicate call that may in fact be a different incident shall be answered by the officer(s) or supervisor assigned to the original incident prior to clearing the call. H. Out of Service 1. Unit Status Change (F11) is used for two purposes; to record field units out of service when not handling a call for service (e.g., eating or going to State Attorney's Office [SAO]) or to record changes in location while on a call. 2. Signals broadcast by voice relate to status codes used status changes (F11): a. 10-6 Busy less than 10 minutes (BS); b. 10-7 Out of service more than 10 minutes (OS); c. 10-10 Out of service, subject to call, intent to eat, requires phone # (MB); d. 10-12 Visitors or officials with officer (EO/AO); e. 10-17 Conduct investigation/new location (EO/AO); f. 10-19 Returning to station (TQ, AQ); g. 10-42 Out of service at home (OS); h. 10-59 Vehicle maintenance (VM); and i. 10-84 Away from car with portable, available for call, intent to eat (MB). 3. Off duty officers may be logged out of service (using the quick sign on format, *6783) in the same manner as on-duty field units. 4. On 10-10 or 10-84 status, field units are available for calls. a. Priority 4 calls received after the unit logs out of service may be held. b. Priority 1, 2, and 3 calls shall not be held; the meal break unit will be sent if no other units are available. c. Units will not be cleared for 10-10 or 10-84 when there are Priority 1, 2, or 3 calls for service pending in the zone or Priority 4 calls in the unit’s sector with no other units available to respond. I. Officer Safety and On-View Activity 1. At no time shall the dispatcher acknowledge a unit with just 10-4. When acknowledging a unit the dispatcher shall state “10-4, unit #.” Example: “10-4, C121.” 2. Units time-out (indicated by a color change on the Status Monitor) after a period of time determined by incident type and priority; or time in an off duty employment status. a. Time-outs are provided as a reminder to check 10-77 on a field unit who has not been heard from or is on a potentially hazardous call. b. Field units shall be checked on via the talk group and not the MDC; if a unit does not answer after three attempts, notify a field supervisor and ensure that back-up is en route. c. Once the dispatcher determines the field unit is 10-77, the unit’s status will be reset using the Unit Overdue (UO) command. d. At no time shall the unit timer be reset to more than one hour (600). 3. The Available Units Window includes the unit call sign and total time (in HH:MM format) that a field unit has been in an available status. a. Check 10-77 on a field unit that has been in an available status for six hours or more with no activity or voice transmissions between the unit and others. b. Once verified the officer is 10-77, the dispatcher shall reset the unit’s timer. c. Field units can also press their F5 (in-service) key and their timer will start over. d. For the purpose of this procedure, a “field unit” is a unit handling calls for service. 4. Traffic Stops (10-50) a. Traffic stops are situations of great potential danger for field units. b. Quickly and accurately record the information provided by the field unit. c. Field units making traffic stops shall often exit their vehicles quickly. d. Copy the location and vehicle information the first time the field unit gives it. Field units may not have an opportunity to repeat the information. 5. If a field unit on a traffic stop has not made contact with the dispatcher after 10 minutes, the dispatcher shall attempt to raise the unit by radio. If no contact is made, back-up will be sent to check on the officer's safety. 6. All traffic stops shall be voiced via the talk group utilizing the on-view radio procedure. a. If the vehicle has an out of state tag the, acknowledge "10-50 (location), (tag state) (tag number), (unit number)" (e.g., Dispatcher: "10-50 Beaver and McDuff, New York ABC123, M121"). b. If the traffic stop is on a vehicle with no tag present or is unreadable, acknowledge 10- 50 (location), unreadable or no tag (vehicle description), (unit number)" ,e.g., Dispatcher: "10-50 Beaver and McDuff, no tag/unreadable tag 91 red Escort, M121" c. If the traffic stop is on a vehicle with a temporary paper tag, acknowledge "10-50 (location) temporary tag (tag number), (unit number)" (e.g., Dispatcher: "10-50 Beaver and McDuff, Temporary Tag A12345, M121”). 7. When a tag number is entered within Officer Initiate (F7), the Florida Crime Information Center (FCIC) and the National Crime Information Center (NCIC) will automatically be queried for stolen or wanted reports (10-29) and registration information (10-28). a. When a negative response is received, Dispatcher: "(unit number), 10-54 10-29." It is not necessary to raise the unit first or to receive an acknowledgment. b. If 10-28 is requested: (1) Dispatcher: year, make, and month/year of expiration (e.g., “registered to a red 2011 Ford 2 door, expires June 2017”). (2) The officer will request ownership information if needed. c. When a positive response (hit) is received the dispatcher shall review the hit paying special attention to the License Issuing State (LIS) field making sure it is the same as the state given by the unit stated during the 10-50 or 10-28/10-29 request. Also be careful to note if the hit is for a stolen vehicle, wanted vehicle, missing person, or impounded vehicle. Not all hits are related to criminal activity or require 10-33. (1) For stolen/wanted vehicles – Dispatcher: Alert tone – "All units 10-33, (unit number) at (location), possible 10-4 10-29 on (tag number), (back-up unit or units) signal 35”; (2) Pause and give the 10-33 unit a chance to update status and back-up units a chance to acknowledge en route; (3) If no response, the dispatcher shall raise the unit that received the hit and ascertain if the situation is under control; (4) If the dispatcher is unable to raise the unit or if the situation is not under control, the dispatcher shall notify the unit’s supervisor; (5) Once the situation is under control the dispatcher shall advise the field unit to contact NCIC to verify the hit: (a) Dispatcher: ALERT TONE, "All units 10-33, for M121, 1050 at Beaver and McDuff, possible 10-4 10-29. M122 Signal 35;” (b) Officer: "M122, 10-51 from Beaver and Edgewood;" (c) Dispatcher: "M121;" (d) If no answer, call the unit’s Sergeant and advise: "10-33 out for M121 on 10-50 at Beaver and McDuff, possible 10-4 10-29;" (e) Sergeant: "10-4" or "10-26;" (f) When Unit Answers: "M121, possible 10-4 10-29, 10-77?" (g) Officer: "M121, 10-4 it is 10-77;" (h) Dispatcher: "M121, 10-80 to NCIC for verification; and" (i) Info Tone, "All units, 10-66 10-33.” d. If the field unit is not 10-77, emergency traffic 10-33 will remain on the talk group and back-up units will be kept en route until the unit advises 10-77. 8. Felony vehicle stops are traffic stops where the field unit has reason to believe the occupant(s) of the vehicle are felony suspects. a. When a unit is following a possible felony suspect: (1) Initiate emergency traffic only (10-33); (2) Assign a back-up unit; (3) Notify a field supervisor; and (4) Request canine (10-79) and air unit (10-72) from Investigative. b. Some pause between transmissions is required to ensure that the field unit is able to update the location and suspect activity. J. Emergency Traffic Only (10-33) 1. 10-33 (emergency traffic) is used for an incident or situation that demands the complete attention of the dispatcher and exclusive use of airtime by the field units involved. 2. Proper use of 10-33 status will allow an officer at the scene of an emergency to have instant access to the dispatcher and/or field units responding to the incident. 3. Field units are responsible for requesting 10-33 when the need arises. The dispatcher may also initiate 10-33 when necessary. 4. “Emergency traffic only” status 10-33 can be initiated under several circumstances: a. Field unit or supervisor requests 10-33 or dispatcher has reason to believe that a unit needs assistance (i.e., yelling in background, unusual stress in voice, etc.); b. Unit arrives on a felony in progress or violent call where the suspect is near and does not “advise” on 10-33; c. Unit arrives on a FSS 119.071(2)(d); FSS 119.071(3)(a) and does not “advise” on 10-33; d. When a positive (hit) response is received on a vehicle or person; e. When a field unit, who is actively attempting to stop a vehicle, advises that the vehicle is refusing to stop in an attempt to avoid apprehension; f. When a felony vehicle or suspect is being followed or stopped; or g. When a field unit advises 10-69 due to extreme behavior. 5. Field unit at the scene of a call requiring 10-33 or a field unit requesting 10-33. The field unit must be acknowledged right away. a. Dispatcher: Alert tone, “All units 10-33 for (unit number) at (location);” (1) Dispatcher: ALERT TONE, “All units 10-33, B121, 1401 N. Main Street;” (2) Pause and give the 10-33 unit a chance to update the situation; (3) Ensure a back-up unit is en route; (4) Ensure a field supervisor is monitoring the situation. A supervisor should be en route if the situation continues to escalate; and (5) If appropriate, request canine (10-79) and air unit (10-72) from Investigative. b. Frequently allow the requesting unit radio time to update the situation. c. Radio transmissions shall be kept to a minimum. 6. Field unit in available status requests 10-33. The field unit must be acknowledged right away. a. Dispatcher: Alert Tone, “All units 10-33 for (unit number). 10-20?” b. Allow the requesting unit radio time to provide his location and situation; c. Generate an on-view call in CAD; d. Ensure a back-up unit is en route; e. Ensure a field supervisor is monitoring the situation. A supervisor should be en route if the situation continues to escalate; f. If appropriate, request canine (10-79) and air unit (10-72) from Investigative; g. Frequently allow the requesting unit radio time to update the situation; and h. Radio transmissions shall be kept to a minimum. 7. When the code 10-69 is used, in addition to back-up units and the street supervisor, the dispatcher shall ensure Jacksonville Fire and Rescue Department (JFRD) is en route. 8. The involved dispatcher, or adjacent dispatcher, will inform the Communications watch supervisor of 10-33 situations. 9. The supervisor will monitor the situation and determine if and when it is necessary to move the emergency situation or normal zone traffic to another talk group. 10-33 status on a zone talk group should not exceed three to five minutes. 10. Most often, the tactical situation will be moved to a different frequency unless officer safety requires the emergency to remain on the zone talk group. 11. When the tactical dispatcher is in place, the watch supervisor will have the zone dispatcher advise the units. Dispatcher: Info Tone, "All units involved in (the signal and/or location that best identifies the incident), 10-80 to (talk group name)" or "All normal traffic 10-80 to (talk group name);" (1) Moving the situation: Info Tone – "All units involved in the signal 18, 10-80 to Tact 1.” If 10-33 was out for the situation, the dispatcher shall also cancel 10-33 on the zone talk group. (2) Moving normal traffic: Info Tone – “All normal traffic, 10-80 to Tact 1. 10-33 remains on Alpha 2.” (3) The zone dispatcher will be responsible for normal traffic, whether or not they are 10-80ed to another channel. The tact dispatcher will be responsible for monitoring the situation and ensuring updates and requests from units are handled. 12. Update the comments of the incident in CAD noting that 10-33 has been initiated. Add notes to the situation as they are received, and whether or not 10-33 was moved to a different talk group. 13. If a unit not involved in the emergency situation transmits during 10-33, the unit will be advised, "10-33." If the unit has already stated his 10-20 for an on-view call (e.g., "M121 1050 at Beaver and McDuff"), the dispatcher shall advise "10-26 10-20, 10-33." Dispatchers shall record this information in CAD since more than one emergency situation can occur simultaneously. 14. Any other emergency calls received while 10-33 status is active shall be dispatched immediately. After the call is dispatched, units will be reminded that 10-33 still remains for the original situation. 15. When units are dispatched to respond to a 10-33 situation on another talk group, provide the information regarding the call prior having the unit 10-80 to the talk group with 10-33. K. Situation Under Control (10-77) 1. Field units are responsible for advising the dispatcher when 10-33 is no longer needed, and 10-33 will be lifted upon the field unit’s request. If the field units have not been in contact for some time, check 10-77 on the units. 2. Account for all officers who were in foot pursuit of suspects or in a dangerous situation before canceling 10-33. 3. Once all officers are 10-77, the dispatcher shall cancel 10-33. a. Dispatcher: Info Tone, "All units, 10-66 10-33, (current time)." b. If the situation had been moved, units will also be advised "10-80 to (zone talk group)” and clear the tactical frequency (e.g., “All units 10-66 10-33, 10-80 back to Alpha 5. Tact 1 is clear [current time]”). c. Update incident comments noting that 10-33 has been cancelled. 4. If a pursuit is cancelled Code P or Code N per a supervisor: a. Dispatcher: Info Tone, "All units, 10-66 10-33, Code N per 112; and" b. Update incident comments noting that the pursuit was terminated. L. Officer Calling for Help/Signal 34 1. The situation that requires the quickest response and greatest attention from the dispatcher is a call for help from a police officer or for a police officer. 2. Notification that a field unit requires help can come from several sources: a. Officer calls for help on police radio; b. Citizen or officer calls by telephone to advise of officer needing help; c. Citizen calls for help on the police radio of the officer needing help; d. Officer pushes the emergency button on his radio; or e. Officer pushes emergency button on his Mobile Digital Computer (MDC). 3. Upon receiving information indicating an officer needs help, whether on alpha or bravo talk group, the dispatcher shall immediately initiate 10-33 on their assigned zone talk group and repeat the officer’s location. a. Assign a minimum of two units and a sergeant to the incident; b. Notify the Patrol watch commander (lieutenant); c. Once units are assigned, advise the Communications watch supervisor; and d. If the officer is in trouble on the radio or calling for help on the radio, leave ample radio time in between transmissions for updates from the officer. e. 10-33 status will remain until the incident is moved to another talk group or the situation is under control (10-77). 4. Investigative and other zone dispatchers will announce (info tone) any Signal 34 a. Do not update the call that the call was be on the lookout (BOLO) on the other talk group. b. When the situation is under control (10-77), update Investigative and other talk groups with Info Tone, “Sig 34 is 10-77.” 5. Signal 34 alarms received from portable radios and MDC’s shall be broadcast as "possible signal 34," but all other Signal 34 dispatch procedures shall be followed. a. If the unit’s location is known, the dispatcher shall assign back-up units prior to determining if the alarm is bona fide. b. If the unit’s location is not known, the dispatcher will first attempt to raise the field unit to determine if the alarm is bona fide. 6. If a citizen calls for help for a field unit over a police radio, the dispatcher shall avoid the use of signals and codes and use plain English. Assure the citizen help is en route and to only use the radio if the situation changes in order to keep the frequency clear for other transmissions. 7. MDCs have an emergency button combination (CTRL-E) which sends a Unit Emergency screen to the zone dispatcher, the Communications watch supervisor, and all MDCs citywide which displays the unit number and incident information on the screens. a. Location information is determined by the status of the field unit in the CAD system. b. If the field unit has just signed on and has not been logged with any calls, no location information will be available. c. If the unit was on a call, but is now in service, the unit’s previous location can be obtained from the Unit Status (F11) form. d. If the unit is en route to another location (EO), his exact location may be determined from the unit status window. e. If the unit is assigned to more than one call, the call that is currently assigned to the unit in the Unit Status and Active Incident windows will be displayed in the Unit Emergency window. 8. When broadcasting the location information for a Signal 34 emergency, use all available resources to determine the correct location of the field unit. 9. Once the situation is under control 10-77, the dispatcher shall reset the unit to clear status in CAD by using the IM command (e.g., IM unit number). M. Other Notifications and Broadcasts 1. Upon the request of a field unit at the scene of a robbery, holdup or panic alarm at a business, the Communications watch supervisor shall call the telephone number provided by the alarm company and attempt to make contact. a. If contact is made and no distress is indicated, the Communications watch supervisor will obtain a physical description of the person and request they meet the officers outside the premises. The comments of the call will be updated by the watch supervisor. The information will be relayed to responding units by the zone dispatcher. b. If contact is not made, the call will be updated and the zone dispatcher will relay the information to responding units. c. If contact is made and distress or a robbery is indicated, the Communications watch supervisor will immediately notify the zone dispatcher and try to obtain additional information if it does not imperil the person inside. Any updates will be relayed to responding units by the zone dispatcher. 2. Follow-up (Signal 51) incidents associated to an active serious felony call will be sent with the same priority as the original call. a. Dispatchers will ensure that follow-up requests (i.e., primary units requesting units to look for a suspect at another location, etc.) are associated to the original incident; b. Pertinent officer safety information will be voice announced when the Signal 51 is dispatched; c. Follow-up units will be advised to coordinate with the originating officer for updated information; and d. Signal 51s to serious crimes require at least two units. 3. Upon receipt of a 10-45 for a field supervisor, the dispatcher shall attempt to raise the unit by voice and advise “HQ forwarded you a 10-45.” No further action is required unless the unit requests the 10-45 information by voice radio. N. Be on the Lookout (BOLO) 1. BOLOs shall be broadcast via MDC or voice broadcast, when needed, on all zone talk groups as well as Investigative talk group. 2. Voice Broadcasting of Traditional BOLOs (See below for BOLO signal/incident type.) a. Transmit an info tone and announce "10-23 for BOLO (dispatch number), signal (type of dispatch);" b. Wait approximately one minute; c. Info Tone, "This is dispatch number (dispatch number), signal (type of dispatch)." "This is dispatch 463, Signal 10, 2010 Ford Escort, color red, Florida tag ABC123, Signal 10 form 1734 West Beaver Street, sub-sector M-1, on July 7th 2015 at 1035, suspect is White Male, Age 23. This concludes BOLO dispatch 1234, Signal 10 (state time)." 3. Information of a confidential nature (i.e., sex crime victim, child abuse victim etc.) will not be placed on a BOLO or broadcast by voice or MDC unless the disclosure is essential to officer safety or the safe recovery of the victim. 4. Field units will request to broadcast temporary BOLO's for incidents that just occurred: a. Field unit requests to be cleared for a temporary BOLO; b. Dispatcher: Info tone, "10-23 for temporary BOLO from (unit number), signal (type), (location of incident);" c. The unit will then broadcast the information; d. During the broadcast, the dispatcher shall record the information in the comments of the call using the Incident Update (IU) command; and e. When the field unit is finished, the dispatcher shall state "10-26, (time)." 5. The BOLO incident type for certain reckless driver calls will be voice announced immediately and then assigned to a placeholder unit – BOLO1, BOLO2, etc., for each zone. If a unit locates the vehicle or if the call is updated by a complainant following the vehicle or a complainant that wants to see the police, the call will be updated to a 10-50, Signal 1 or Signal 12. a. No need to info tone on the zones or Investigative channels. Just say “All units, receiving a BOLO for a Signal 12 in E-3 in the 11000 block of Beach Blvd, (vehicle description), (direction of travel), etc.”; and b. After a period of 15 minutes, the dispatcher will clear the BOLO with a disposition of “Z.” O. Supervisor and Specialized Unit Call Assignments 1. Assign a beat car and a patrol sergeant to all calls reporting bomb threats. If additional units are needed, other beat cars will be assigned at that time. 2. Assign a patrol supervisor and other units as necessary to any report of a young child (e.g., 11 years old or younger) missing, an endangered missing person, or any reported abduction at the time the call is first dispatched. Notify the watch supervisor so the Public Information Officer (PIO) and Missing Persons Unit can be notified right away, if applicable. 3. Assign a patrol supervisor and other units as necessary to any call reporting a dispute involving a JSO employee or officer, JFRD personnel, and City of Jacksonville (COJ) employees. 4. Four Wheel Drive units have permanent assignments in Huguenot and Hanna Parks. Their primary responsibility is to maintain security within the parks. Calls for police service outside of the park areas should be limited. 5. Any time an officer from Jacksonville Beach Police Department (JBPD), Atlantic Beach Police Department (ABPD), Neptune Beach Police Department (NBPD), Department of Defense (DOD) military police, Jacksonville International Airport Police Department (JIAPD), University of North Florida Police Department (UNFPD), or Duval County School Police Department (DCSPD) responds to a call in Jacksonville at our request, either as a backup or a primary unit, the appropriate zone dispatcher shall record the event using the following unit number call letters: JAXB, ATLB, NEPB, DOD, JIA, UNF, or DCSPD using the quick sign on format (i.e., *ATLB). 6. Urgent calls for service in Nocatee, D-Dot Ranch, San Pablo Road South, Argyle, Oakleaf, and beaches communities should be relayed to the appropriate adjoining county or agencies whenever possible to increase the opportunity for a rapid response by any law enforcement officer until the agency with jurisdiction is able to arrive. 7. Dual response with Florida Highway Patrol (FHP) – Upon receipt of a Signal 4 or Signal 16 that has been relayed to FHP as primary, dispatchers will still review the comments of the call and send a JSO unit also for hazardous conditions, disabled vehicle(s) in the roadway, a disturbance between drivers, or other obstructions that could cause additional wrecks. 8. For Signal 26C – Automatic External Defibrillator (AED) requested, the zone dispatcher will use the info tone to broadcast the address, location, and subsector of the Signal 26C. a. If an officer advises that he will respond to the call, the dispatcher will assign the call to the officer and notify JFRD dispatch of JSO’s response. When the officer completes the call, check them back with a disposition of kilo. b. If no officer takes the call within two minutes, the call will be closed with a disposition of zulu. The JSO dispatcher will call JFRD via Ringdown to advise that an officer is not available to respond with an AED. #

IV. Cash Handling Procedures

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V. Evidence Handling Procedures

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VI. Specialized Equipment and Software

A. Database Queries 1. Dispatchers can provide field units with information from FCIC, NCIC, and related databases that can assist the unit with investigations and responding to calls for service. 2. Stolen/wanted checks (10-29) and registration checks (10-28) for Florida tags: a. QR (tag number) (e.g., QR…ABC123 [F10]). b. Returns FCIC and NCIC response for stolen/wanted information nationwide and registration information from Department of Highway Safety and Motor Vehicles (DHSMV). 3. Stolen/wanted checks (10-29) and registration checks (10-28) for out of state tags: a. QV (state) (tag number) (e.g., QV…NY.ABC123 [F10]). b. Returns FCIC and NCIC response for stolen/wanted information nationwide and registration information from the appropriate state. 4. Stolen/wanted checks (10-29) and registration checks (10-28) by vehicle identification number (VIN): a. QR.VN;(VIN) (e.g., QR.VN;2G1FP22K6X2115768) [F10] b. QR (VIN) (e.g., QR…2G1FP22K6X2115768) [F10] c. Returns FCIC and NCIC response for stolen/wanted information nationwide and Florida registration information from DHSMV. 5. A registration check (10-28) responds with the tag number, VIN, year, make, and body style of the registered vehicle as well as the owners name, address, date of birth, and insurance information. 6. Specialty tags require the correct specialty code to ensure the proper 1028/1029 response. The complete list of specialty codes can be found in NCIC. B. Police Body Worn Camera (BWC) Program 11. Officers with assigned BWCs are instructed to keep their incident assignment up-to-the-minute because the incident CCR, the officer ID number, and specific check back codes all work together to log the video segments in the evidence management system. 12. Dispatchers must keep unit statuses updated properly. 13. Body Worn Camera disposition codes are: a. BC – Body camera used – Retain for 90 days; b. BC1 – Body camera used – Retain for one year; c. BC4 – Body camera used – Retain for four years; d. BC5 – Body camera used – Retain for five years; e. BC7 – Body camera used – Retain for seven years; or f. BC99 – Body camera used – Retain indefinitely (i.e., 99 years) 14. It a unit checks back by voice radio and says, "10-98 code one, three, and bravo-charlie seven" the correct entry into CAD is 1, 3, BC7. There should not be any spaces, blanks, or dashes in the BC codes. If the unit is 10-98 from a Signal 13, "code x-ray and bravo-charlie” the correct entry into CAD is X and BC in separate disposition code fields. 15. Keep in mind, some officers may say "10-98 code Quebec and body camera 4" or "BC4 and Quebec.” They may not always say "BC" phonetically and bravo-charlie should never be confused with the other disposition codes ,i.e., "B-assisted motorist" and "C-unable to locate" because those two dispositions would never happen at the same time. 16. The BC codes can be the primary check back disposition or one of the secondary dispositions, but it must go in a disposition field, not the comments. 17. A supervisor from the Body Worn Camera Unit is on-call 24/7, primarily for officer involved incidents or other incidents that require immediate access to body camera footage. #