Applicable To: 

Approval Authority:  Director M. R. Butler

Signature:  Signed by MRB

Date Signed:  12/12/08

1.                     PURPOSE

To establish a protocol for the referral of misrouted emergency calls.

2.                     POLICY

The Atlanta Police Communications Section will redirect misrouted emergency calls to the appropriate agency.

3.                     RESPONSIBILITIES

3.1                  The Communications 911 Call Takers will ensure that all misrouted calls are redirected to the appropriate agency.

3.2                  The Communications 911 Call Takers will remain on the line until the agency receiving the misrouted call connects and makes contact with the caller.

3.3                  The Communications Supervisors will monitor the incoming 911 calls and ensure any misrouted calls are redirected to the appropriate agency. (CALEA 5^th ed. standard 81.2.12)

4.                     ACTION

4.1                  The 911 Call Taker that receives misrouted calls from any agency, such as Fulton County Police or Dekalb County Police, will assist the caller by transferring the caller to the appropriate agency via the one button ring down line or by direct dialing.  (CALEA 5th ed. standard 81.2.12)

4.2                  The 911 Call Taker that receives misrouted calls for jurisdictions other than Fulton or Dekalb Counties, that are not life threatening will advise the caller of the correct number, then transfer the caller, remaining on the line until the agency connects and makes contact with the caller, and verifies the location. 

                        (CALEA 81.2.7 b)

4.3                  The 911 Call Taker that receives misrouted calls for other jurisdictions other than Fulton or Dekalb Counties, that are life threatening will keep the caller on the line, obtain the name, address and phone number in case the call is dropped.  The 911 Call Takers will call the proper jurisdiction and use the conference call or ring down function to transfer the caller to the appropriate jurisdiction.  The 911 Call Taker will remain on the line until the agency connects and makes contact with the caller and verifies the location. (CALEA 5th ed. standard 81.2.12)

6.                     CANCELLATIONS

                        N/A

7.                     REFERENCES

                        Commission on Accreditation for Law Enforcement Agencies 5th Edition Standard 81.2.12