81.1.1 If the communications function is provided by a shared or multi-jurisdictional entity, written agreements or authorizing documents govern the authority and responsibility of both the agency and the entity, and include, at a minimum, provisions for complying with all applicable standards for this function on behalf of the agency.

Commentary: When the communications function is shared or delegated to another entity, it is necessary to specify accountability and achieve compliance with this chapter (see Guiding Principles 1.1 and 1.2). The agency may rely on documents developed by the outside communications center in proving compliance with these standards.

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81.1.2 A written directive requires that the agency’s radio operations be conducted in accordance with Federal Communications Commission (FCC) procedures and requirements.

Commentary: None.

81.2.1 The agency provides 24-hour, toll-free telephone access for emergency calls for service.

Commentary: The public should be able to contact the law enforcement agency at all times for information or assistance that may be needed in emergencies. Agencies that are unable to maintain 24-hour telephone service should arrange for such service through neighboring departments, sheriff’s departments, or the state police. Access to emergency services should be toll free within the agency’s jurisdiction or permit free access to the operator.

81.2.2 The agency uses a single emergency telephone number.

Commentary: The ability of citizens to telephone quickly and easily for emergency service is critical. If the jurisdiction does not have a 911 system, it should make every effort to adopt an easily remembered phone number to be used by citizens in emergency situations. The phone number may be prominently displayed in phone books, on agency vehicles, in public phone booths, and in other conspicuous places. Regarding state law enforcement and certain other agencies, multiple points of contact may be required because of the decentralized nature of those agencies, and the large geographical areas involved.

(M M M M) Compliance may be OBSERVED.

81.2.3 The agency has 24-hour two-way radio capability providing continuous communication between the communications center and officers on duty.

Commentary: Immediate communications capability provides a measure of safety and security to law enforcement officers and the public.

The intent of this standard is to ensure that on-duty uniformed officers have the means for constant radio communication. In most situations, portable transceivers are required to enable officers on foot patrol and those away from their patrol vehicles to maintain communications with the dispatch center for exchanging information, requesting assistance, receiving orders or instructions, and responding to calls for service. In some remote geographic areas where portable transceivers are ineffective, mobile transceivers may be acceptable.

This does not require 24-hour patrol but rather the resources necessary to handle emergency calls.

81.2.4 A written directive establishes procedures for obtaining and recording relevant information of each request for criminal and noncriminal service or self-initiated activity, to include:

Commentary: A control "system" can be a card, log, or computer entry that permits a permanent record to be maintained. Such records permit the agency to establish a control system to ensure a comprehensive field-reporting program. This information should be recorded for all requests, including those received by telephone, letter, in person; self-initiated by officers; or reported to officers in the field.

The control number should be affixed to a communication center control record and the call disposition or result noted thereon. The number may serve as the basis for filing and retrieving subsequent reports of the incident, but it is indispensable for auditing the communications and records systems (see Chapter 82).

The procedures should encourage eliciting as much information as possible to enhance the safety of the officer and assist in anticipating conditions to be encountered at the scene. This is particularly important in certain categories of calls, and checklists may be provided to obtain additional information, e.g., for bomb threats, crimes in progress, etc.

81.2.5 A written directive establishes procedures for radio communications to and from field officers, to include:

Commentary: Identification systems should be based on beat numbers or other assignment numbers, officer identification numbers, or a combination of the two. Operations are more efficient and officer safety is enhanced when dispatchers, supervisors, and fellow officers know the status of officers, their locations, the nature of cases, and the developments in their investigation. The administrative control "system" can be maintained on a card, log sheet, computer record, or any instrument that permits a permanent record to be retained. The response criteria should relate to a list of critical factors, e.g., officer needs assistance, felony in progress, life saving situation, etc. The list should be available to all dispatchers.

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81.2.6 Communications personnel have immediate access to at least the following departmental resources:

Commentary: Communications personnel are often required to contact agency members both on and off duty. They should, therefore, have immediate access to such information as their working hours and residential telephone numbers.

Officer status indicators allow communications personnel to know the status of every officer under their control. All officers depend on the communications center to recognize when they may be in danger. By monitoring the officer status system, operators know where and how long each officer has been out on a call. When dispatching calls, operators also need to know which cars are available for service. A hand-written form updated by communications personnel would satisfy this standard.

Communications personnel also have the need to call other emergency service agencies, such as those pertaining to fire, rescue, ambulance, and animal control. They should have these and other telephone numbers immediately available by private line, telephone index, book, or other means that should expedite contacting the agencies.

Dispatching plans should include procedures to be followed in directing resources and obtaining information on crimes in progress, e.g., bank robbery, pursuits, and/or tactical operations.

81.2.7 A written directive describes procedures to be followed by communications center personnel in responding to victim/witness calls for information or services, to include the following:

Commentary: Communications center personnel are likely to receive calls from victims/witnesses who request information or services and may well represent the first contact a victim/witness makes with the agency. Written procedures should be available to communications center personnel regarding the proper handling of such calls. See Chapter 55, especially standard 55.2.1.

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81.2.8 The agency has the capability of immediate playback of recorded telephone and radio conversations while it maintains a continuous recording of radio transmissions and emergency telephone conversations within the communications center. A written directive establishes procedures for the following:

Commentary: These recordings are an indispensable source for criminal investigations, internal investigations, training, and audits of the agency’s service delivery system. Access to secure recordings should be limited and available only through a specific procedural method.

The citizen requesting service or the officer wanting assistance may not be able to repeat an emergency conversation that was garbled or too quick for easy understanding. Therefore, the agency should have the capability to replay a conversation while recording other calls and radio transmissions.

The capability of continuous recordings can be provided with a parallel dual-load recorder.

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81.2.9 If local, state, and federal criminal justice information systems exist, the agency participates and/or has access to such a system.

Commentary: The effectiveness of investigative efforts depends heavily upon the quality of information resources. Agencies should have the equipment they need to gain access to information from nearby agencies, regional law enforcement information networks, statewide information resources, and the National Crime Information Center. Agencies outside the United States should access like systems, if available. If not available, this standard does not apply.

(M M M M) Compliance may be OBSERVED.

81.2.10 If the agency is required to access an interjurisdictional, regional, or area law enforcement radio system, the communications function has, at a minimum, the necessary equipment to access that system.

Commentary: Access to the system may be direct, through another agency, or by means of a relay system. The agency will comply if its communications center, at a minimum, has the capability of receiving and transmitting on behalf of the entire agency.

(M M M M) Compliance may be OBSERVED.

81.2.11 A written directive specifies criteria for accepting and delivering emergency messages.

Commentary: Delivering emergency messages is a legitimate law enforcement function. However, guidelines should be established to define the types of messages to be accepted and delivered.

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81.2.12 A written directive establishes procedures for prompt handling and appropriate routing of misdirected emergency calls.

Commentary: It is common for one agency to receive emergency telephone calls intended for another law enforcement or public service agency. Agencies should accept any misdirected emergency call and promptly relay information to the agency having jurisdiction.

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81.2.13 A written directive establishes procedures for monitoring and responding to private security alarms.

Commentary: The agency should have a formal policy concerning monitoring commercial and private residential alarm systems. The agency should seek regulating legislation for the installation and maintenance of the various alarm systems. Such legislation should specify sanctions for excessive false alarms. Care should be exercised in considering private home alarms that ring into department telephone lines. The agency’s policy should also consider the availability of commercial alarm companies to service business alarms.

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81.2.14 If the agency has a system for receiving specified crime and incident report information by telephone or through the mail, in lieu of on-scene response, a written directive specifies the criteria for acceptance.

Commentary: The intent of this standard is to improve the use of patrol time. Some crime calls do not require the dispatch of a patrol officer and can be effectively handled by receiving information in an alternative manner. The agency should develop a procedure for taking information by telephone, including a list of call types that can be dealt with in an alternative manner.

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81.2.15 If the agency authorizes emergency first-aid instruction over the telephone or radio, employees must be trained and have immediate access to approved emergency medical guidelines or materials.

Commentary: The training should be approved by a competent authority and should be designed to provide emergency life saving information to callers until emergency medical personnel arrive at the scene. Retraining should also be provided on a schedule approved by a competent authority. The material/guidelines and training should be complementary.

81.3.1 Security measures for the communications center are in place to:

Commentary: The capability to maintain communications in all emergency situations dictates that security measures be implemented to protect communications personnel, facilities, and equipment. Protective measures may include locating the center and equipment in areas providing maximum security, installing bullet resistant glass in areas of public access, and restricting access to the communications center. Providing security for equipment may be done with a combination of security cameras, fences, or other measures based on the needs of the agency.

(M M M M) Compliance may be OBSERVED.

81.3.2 The agency has an alternate source of electrical power that is sufficient to ensure continued operation of emergency communication equipment in the event of the failure of the primary power source. A documented inspection and test of the alternate power source is completed at least monthly or in conformance with manufacturer recommendations.

Commentary: Disruptions in the primary power source frequently occur. The agency should ensure continuous emergency communications capability through an alternate power source. The readiness of the alternate equipment should be ensured by reasonable testing or self-testing of the technology employed.

(M M M M) Compliance may be OBSERVED.

81.3.3 The agency’s telephone system is designed to separate emergency from nonemergency calls.

Commentary: The potential for receiving a busy signal on an emergency line can be significantly reduced by routing incoming administrative and outgoing calls to a separate line or lines. Line separation may also free up communications personnel to handle emergencies and other important matters in a more efficient and effective manner.

(O O O O) Compliance may be OBSERVED.

81.3.4 The agency has multichannel mobile and/or portable radio equipment capable of two-way operation on a joint public safety frequency or frequencies.

Commentary: This communications capability among law enforcement and public service agencies, such as fire departments, ambulance services, public utilities, etc., is necessary to provide proper coordination and deployment of forces in times of emergencies. The capability may range from simple car-to-car arrangements to interagency and statewide networks.

(O O M M) Compliance may be OBSERVED.