EAST CAROLINA UNIVERSITY POLICE DEPARTMENT

COMMUNICATIONS CENTER MANUAL

TABLE OF CONTENTS

INTRODUCTION…………………………………………………………………..4

DEFINITIONS………………………………………………………………………5

RULES & REGULATIONS…………………………………………………………8

AUTHORIZED ACCESS LIST……………………………………………………..9

CONFIDENTIALITY……………………………………………………………….10

COMMUNICATIONS CENTER PROCEDURES

RECEPTION AND PRIORITIZATION OF CALLS…………………..…………. 11

POLICE DEPARTMENT NON-EMERGENCY CALLS FOR SERVICE...………23

EMERGENCY & “IN-PROGRESS” CALLS FOR SERVICE……………………26

TACTICAL DISPATCH PLANS…………………………………………………...29

ACTIVE SHOOTER – RAPID DEPLOYMENT…..……………………………….30

HOSTAGE – BARRICADED SUBJECT…..……………………………………….31

BOMB THREAT……………………………….……………………………………32

MISSING PERSONS……………………………….……………………………….34

VEHICLE PURSUIT………………………………….…………………………….35

POLICE DEPARTMENT ALARMS………………………………………………..36

TELEPHONE COMMUNICATIONS………………………………………………44

RESPONDING TO VICTIMS/WITNESS CALLS FOR INFO OR SERVICE……45

ACCEPTING & DELIVERING EMERGENCY MESSAGES…………………….48

MISDIRECTED EMERGENCY CALLS…………………………………………...50

EMERGENCY FIRST AID INSTRUCTIONS……………………………………..51

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POLICE DEPARTMENT AUTOMATED DATA COMMUNICATIONS………..52

RECORDING & PLAYBACK OF TELEPHONE & RADIO……………………..53

RECORDING & PLAYBACK OF VIDEO………………………………………..54

TELECOMMUNICATIONS DEVICE FOR THE DEAF………………………….55

EMERGENCY 911 CALL TRANSFER PROCEDURES………………………….57

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East Carolina University Police DepartmentCommunications Center Manual

Introduction

This Communications Center Manual is designed to supplement the ECU Police Department General Orders Manual and to provide the communications personnel with clear procedures, rules and regulations to follow for the efficient and effective performance of their duties.

As a component of the ECU Police Department, the ECU Communications Center expedites emergency services to the campus of East Carolina University on a continuous basis through its federally licensed radio and telephonic communications system.

The Communications Center is the critical link between the public and the department response to a call for service. The Communication Center receives emergency and non-emergency calls for service from the public and dispatches police, fire/rescue, public works, and animal control services to those calls for service on a priority basis.

The Communications Center accesses state and national computer information networks to receive and relay information messages.

The Communications Center acts under the authority of the Operations Commander, who reports to the Chief of Police.

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DEFINITIONS

AUTOMATED DATA COMMUNICATIONS:The process of accessing data-base computer files and retrieving information out of, or putting information into, the data-base files. Also, the process of sending and receiving electronic messages through computer networks such as DCI and NCIC.

CALLS FOR SERVICE:Any request from the citizenry or general public requiring a physical response from a public service agency or department to investigate a reported crime or complaint, or assist in the protection of lives, freedom or property.

COMMUNICATIONS PERSONNEL:Any employee assigned to the Communications Center, who answers inquiries from the general public, provides assistance to individuals experiencing stress or trauma, accesses law enforcement computerized information systems and dispatches police officers to calls for service. This definition includes personnel who temporarily relieve the telecommunicator for his/her break period. The term, “Telecommunicator” may be used interchangeably.

COMPUTER AIDED DISPATCH (CAD) SYSTEM:A menu driven computer program system that records calls for service and other dispatch and telecommunications information.

CREATE AN EVENT:A Computer Aided Dispatch (CAD) System entry, which records public service department activities that are not categorized as calls for service. These activities are officer initiated or department initiated activities.

CYMBLE:A universal acronym that reminds telecommunicators of specific information needed when obtaining vehicle descriptions:

ColorYearMake/ModelBodyLicense/StateEverything Else

CODE 1 RESPONSE:Vehicular response in obedience to all rules of the road and traffic signals. Code 1 does not require an expedited response, as the call does not indicate a potential of serious injury or loss of life. The response may be upgraded to Code 2 if additional information is received by the telecommunicator.

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CODE 2 RESPONSE:Expedited response to a call for service utilizing emergency lights and siren and indicates that a situation exists which requires the immediate expedited presence of an officer.

SILENT RUN:Expedited response using only emergency lights, but no siren, as the use of the siren could possibly jeopardize the lives of potential hostages or cause an escalation of an incident. Use only in situations that would permit a Code 2 response.

ACTIVE SHOOTER:A subject who demonstrates intent to continuously harm others through the use of weapons and inflicting deadly force; guns, knife, etc.

CONTACT TEAM:The first responding officers, up to four (4), who form a team and go in immediate pursuit of the active shooter to stop him/her by arrest, containment or use of deadly force.

RESCUE TEAM:The second set of four (4) officers who form a team to locate and remove injured victims, while directing uninjured victims out of the building.

HOSTAGE SITUATION:An incident in which an individual or group of individuals take hostages and attempt to use them to escape or gain notoriety.

BARRICADED SUBJECT:A person who is a threat to the safety of himself/herself or others, or to the property of others, and, after commission of a crime, attempts to avoid apprehension by taking refuge in a fortified location.

CRISIS NEGOTIATORS:Personnel trained in tactics designed to persuade the hostage taker and other individuals resisting arrest or custody to give themselves over peaceably to the police.

IMMINENT THREAT:A significant likelihood, based on known facts, of death or serious injury occurring if apprehension is delayed.

VEHICULAR PURSUIT:Any failure to stop that involves deliberate attempts, including hazardous maneuvers, to elude pursuing police vehicles.

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MISSING PERSON, “AT RISK”A reference to age and/or special circumstances related to the individual that makes his/her rapid location imperative to avoid their exploitation or injury. Reference General Order 900-07 “Missing Persons” for special circumstances information.

AMBER ALERT:A communications alert through radio and television stations to broadcast immediate information regarding a missing child in a life threatening situation involving abduction.

MENTAL ILLNESS:Impairment of an individual’s normal cognitive, emotional or behavioral functioning that may subject the individual to potentially harmful situations if not controlled through the use of medications.

LEVEL ONE EMERGENCY:An incident that endangers Police and/or property and requires response from personnel and equipment from within the University.

LEVEL TWO EMERGENCY:An incident that endangers Police and/or property and requires assistance from agencies outside the University.

HOT ZONE:An area in which conditions may present a hazard to human life.

WARM ZONE:An area outside the Hot Zone, but in close, general proximity, where emergency responders will gather and the Incident Command Post will be located.

COLD ZONE: An area outside the Warm Zone, where normal activities may be conducted and no threat to human life is present.

BLOODBORNE PATHOGENS:Means that pathogenic microorganisms are present in human blood and can cause disease in humans. These pathogens include, but are not limited to Hepatitis B Virus (HBV) and Human Immunodeficiency Virus (HIV).

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RULES AND REGULATIONS

1. Communications Center personnel shall perform their assigned duties in compliance with the ECU Police Department’s policies and procedures and shall obey all Federal and State laws, rules, and regulations.

2. Communications Center personnel shall observe and obey all rules and regulations of the Federal Communications Commission (FCC) that govern the use of department telecommunications equipment.

3. Communications Center personnel shall maintain the Communications Center as a restricted area and allow entry only to authorized personnel.

4. Communications Center personnel shall report to work on time, wearing the department approved uniform, mentally and physically fit to perform their duties.

5. Communications Center personnel shall devote their on-duty time and efforts toward the efficient and effective performance of their assigned tasks.

6. Communications Center personnel shall not provide computerized file data or locator card file information to unauthorized persons under any circumstances.

7. Smoking is prohibited in the Communications Center.

8. Eating of meals in the Communications Center by sworn officers while on their authorized meal break in prohibited.

9. Communications Center personnel are responsible for keeping the Center clean and orderly.

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AUTHORIZED PERSONNEL ACCESS LIST

The Communications Center is a restricted access area. The on-duty telecommunicators are responsible for maintaining the security and ensuring that access to the Communications Center is limited to authorized personnel. The following persons have authorized access to the Communications Center:

1. ECU Chief of Police

2. ECU Assistant Chief of Police

3. ECU Police Department Major

4. ECU Police Department Captain

5. ECU Police Department on-duty Patrol shift supervisor

6. ECU Police Department on-duty telecommunicator

7. Other ECU Police Department Personnel with a business necessity

8. Other individuals authorized under certain conditions by any of the abovelisted officials.

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CONFIDENTIALITY

The telecommunicators will maintain the confidentiality of information according to the following guidelines:

1. All record information obtained through the DCI computer network is confidential and may only be released to authorized personnel as described in Title 12 of the North Carolina Administrative Code.

2. Names of victims and/or complainants will not be released by telecommunicators to the general public, including news media, except as specifically authorized by a supervisor in accordance with the department’s public information policy.

3. The following information pertaining to calls for service may be released: the reported location and nature of the call, the agency or agencies responding and the times associated with the call.

4. Requests for further information will be referred to the Public Information Officer or designee.

5. All privacy laws concerning communicable disease information will be complied with by the telecommunicators. Information pertaining to such diseases will not be broadcast over any radio channel or frequency to warn responding officers of the disease.

Under the Family Educational Rights and Privacy Act (FERPA), students have specific rights concerning the disclosure of their university educational records Schools may disclose, without consent, "directory" information such as a student's name, address, telephone number, date and place of birth, honors and awards, and dates of attendance. However, schools must tell parents and eligible students about directory information and allow parents and eligible students a reasonable amount of time to request that the school not disclose directory information about them. Schools must notify parents and eligible students annually of their rights under FERPA. The actual means of notification (special letter, inclusion in a PTA bulletin, student handbook, or newspaper article) is left to the discretion of each school.

For additional information or technical assistance, you may call (202) 260-3887 (voice). Individuals who use TDD may call the Federal Information Relay Service at 1-800-877-8339.

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Reception and Prioritization of Calls

1. Answer the call promptly. Emergency lines should be answered within three rings; but ideally, should be answered on the first ring. Treat all calls as an emergency until otherwise determined.

2. Be professional in speech and actions. Acceptable answering phrases for calls include: E.C.U. Police Department, what is your emergency?

3. Concept of professional control

A. The first step is to control your emotions. You must accept the premise that you can control the way you react to the world around you. In this case, specifically, as a telecommunicator you will have to control your own emotions if you expect to be effective in dealing with someone who (usually for good reason) cannot control their emotions.

B. The next step. This is easy to do if you keep control of your emotions. You can choose the words you need, the tone of voice that is appropriate, the correct rate of speech, and so forth. Respond to the need, not the behavior.

4. Helpful hints in call taking

Remember, the telephone is the most available and therefore the most important means of access a citizen has of obtaining the services of emergency response agencies. Each time you answer a call you are about to meet someone. You are the primary link between the public and professional emergency services. You become the “lifeline” of the citizen in assuring that his/her request will be directed appropriately.

A. Answer promptly. Emergency lines should be answered within three rings; however, do not delay in answering non-emergency lines as people are often connected to these lines through an operator.

B. Identify yourself and your agency. Every line should be answered by at least identifying your agency and a first name (i.e. E.C.U. Police Department, this is Kim). This ensures the caller has placed his call properly or has reached a professional to direct him properly. Speak directly into the mouthpiece. This ensures that you will be properly understood and will not waste time repeating information. Speak up, speak clearly, and avoid hesitations.

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C. Observe telephone courtesy.Remain calm and polite, never losing your temper. A firm confident voice will always generate your best results.

D. Take charge. After the initial exchange, and you sense the need of the caller, cut off excessive talking and start leading into questions that are pertinent to the incident.

E. Repetitive persistence . Calm the caller by repeating questions exactly the same each time, never changing the wording, so that you get the attention of the caller and the need of specific information. This method effectively breaks through the hysteria threshold. Voice inflection should not change.

F. Call information. Write all information down, never committing anything to memory. Be exact by correctly confirming that all information is accurate.

G. Be Specific, never assume. Always take full command of the conversation. Do not interpret or judge what is being said.

H. Explain waits . If a caller is placed on hold, always follow with an explanation (i.e. sir/ma’am, I am putting you on hold to dispatch our officers). Never leave a caller on hold for more than twenty (20) seconds if at all possible.

I. Always use proper English. The caller feels more confident with a telecommunicator/call-taker who is exhibiting professionalism at all times.

J. Show interest in the person’s call. NO ONE MUST EARN THE RIGHT TO CALL FOR ASSISTANCE.

K. Terminate calls quickly. Control the call by getting all the information that is needed and a contact number for the caller in case further information may be needed. Always remain courteous when terminating a call.

L. Answer according to priority. Once the nature and urgency of a call has been determined do not let other lines go unanswered. Have your caller hold, explaining the wait, and quickly answer other emergency lines.

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5. Controlling the caller

You will encounter callers that are very upset or in need of help. There are three principles to follow in controlling the caller.

A. Reassurance. It may be necessary to briefly reassure the caller that they have reached the right place and that you are going to help them.

B. Focusing. It may be necessary to repeat questions to the crisis caller over and over, using the same words, intonation and rate of speech until you receive the response you need to your questions.

C. Follow-up. As a rule, do not just “drop” the caller after getting all of the pertinent information to dispatch the call. Thank the caller for their assistance and reassure them that help will be there soon. Have the caller make contact with an officer or other emergency unit upon arrival on the scene.

6. Effective listening

A. Focus on the caller’s words

B. Visualize the problem the caller is describing. “Build” a picture of the problem with the caller’s words.

C. Take Complete Information (per department policy) - Follow the Five W’s

Where - This is the first question to be asked. The caller could disconnect.

(1) Where did this happen?

(2) Where are you now?

(3) Where is the suspect?

(4) Where is the victim?

(5) Where is this occurring?

(6) Where can the officer/EMS contact you?

(7) Where can the Officer make contact with the victim?

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(8) Where - you must be specific.

a. Ask for: business name, business address, suite number, location inside the business.

b. Ask for: Apartment name, address, apartment number, location inside the complex; color and description of the house.

c. Ask for: Street name or cross street. How far from a landmark?

d. Can you meet the unit and lead them in? Which direction, how far?

e. Where may only be a phone number. Include the phone numbers for the: the caller’s, the victim’s, the suspect’s

What is generally answered for you!

It is essential to understand all aspects of the call, in order to classify the call or put a priority on the call. Also, the type of call must be determined in order to assure proper dispatch of the correct agency.

(1) What is happening?

(2) What has happened?

(3) What is going to happen?

(4) What are you reporting?

(5) What is it you want done?

(6) What is the problem right now?

Gathering as much information as possible about “what” is involved in a situation allows the call taker to determine the severity or potential severity of the situation. If determined properly, this will help the emergency responders handle the situation correctly. Understanding what is going on assists the telecommunicator in visualizing the call.

When is appropriate and necessary to determine the urgency of the call.

(1) Is this happening now? (Often called in progress.)

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(2) How long ago? (Always ask the time delay of a call if the call is not in progress. It is important for responding field units to know the time delay from the time the incident occurred to the time the caller contacted 9-1-1 for assistance.)

(3) When will this become a problem? (Especially in domestic, stalking, or harassment incidents in which the caller has received threats from another.)

(4) When did the patient collapse? (Gives responding units an idea of the extent of the time down and possible outcomes.)

(5) How long before the bomb will explode? (Follow guidelines for bomb threats)

(6) When did he leave? (When gives a full understanding of the situation; it defines the time of the event and assists the responding units in assigning the emergency or non-emergency responses.)

Remember: NEVER assume when. Always ask the time of the event (Exception: fires are always in progress, so there is no need to ask when - - it doesn’t matter!)

Who, helps you and the Officers to understand the relationships involved in an incident in order to complete the story.

(1) Who is calling?

(2) Who is the suspect?

(3) Who is fighting?

(4) Who is there with you?

(5) Who told you this?

(6) Who did you talk with?

(7) Who involves descriptions:

a. Age/race/sex

b. Description - head to toe (hair, eyes, facial hair, height, weight, skin complexion, scars, marks, tattoos)

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c. Clothing description - head to toe (hat, glasses, jacket, shirt, pants, shoes, bags, etc.)

d. Medications

e. Has the person ever done this before?

f. Phone, address, name of person involved

g. History of the person

h. Use the correct party reference.

● 1st party caller: The caller is the patient or victim.

● 2nd party caller: The caller is in close proximity to the patient or victim.

● 3rd party caller: The caller is removed from or not in close proximity to the patient or victim.

Weapons are always asked about whenever you have a volatile or potentially volatile situation, without exception!

(1) Are there any weapons?

(2) What are they? or What kind of weapon?

(3) Did anyone mention a weapon?

(4) Is he/she known to carry weapons?

(5) Has he/she ever used weapons before?

NEVER SEND A OFFICER TO ANY DANGEROUS OR POTENTIALLY DANGEROUS SITUATION WITHOUT THE ADVISEMENT ON WEAPONS!

7. Receiving additional calls from the same locationDuring a major incident, when there are multiple calls on one event, do not assume that all calls are regarding that particular incident.Too many times, telecommunicators quickly dismiss a call as associated with the current incident.

Dangerous example: “I want to report a vehicle accident.”

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“We have it, ma’am, thanks.”

Correct example: “I want to report a vehicle accident.”“Where?”

8. Closing the call

A. Get the caller’s name, address, where help is needed, and call back number. Correctly confirm the address or location by having the caller repeat the information given. If the incident is in progress, keep the caller on the phone, if it is safe for them to do so. Remember, let the caller make decisions regarding personal safety. Only the person in a given situation is qualified to make these kinds of decisions.

B. Make sure the caller knows what service to expect, i.e., police, fire or the EMS unit that is on the way. A good rule of thumb is to tell the caller, if asked, that units will be there as soon as they can or as soon as possible.

C. End the call positively and cautiously. There is nothing wrong with saying thank you at the end of a call. The caller is probably under great stress and deserves as much thanks as anyone for trying to get through a difficult situation. Also, this gives the caller confidence to deal with the rest of the matter and builds support for the communications function.

9. Resource ManagementResource management is a joint responsibility of the agency operating the units and the telecommunicator dispatching the units.

Theoretically, the telecommunicator is the voice of the agency head and has the authority from the agency head(s) to dispatch units. The telecommunicator can be overruled by Supervisors.

A. General Orders specify utilization of resources.

B. Each agency (ECU Police, Greenville PD, and Fire/Rescue) have the responsibility for continuously communicating with one another regarding resource management.

C. Resource Allocation and Priority Dispatch

(1) Goal of resource allocationThe goal of resource allocation is to get the appropriate resources to the scene of an emergency as soon as possible.

(2) Factors that can hinder that goal’s attainment:

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a. Not having enough resources. Sometimes emergency resources are stretched thin, either because of work load or limited resource availability to begin with.

b. Not having the right resources. Sometimes there are problems for which you do not have the right kind of resources. For example, the availability of a tanker truck may not be very helpful for a brush fire.

(3) Many of these factors are out of the telecommunicator’s control.

Without sufficient funding, local governments cannot provide enough units or personnel for some emergencies. Another point is that regardless of resource availability, some problems that happen rather infrequently will always stretch even the best prepared agencies to the limit. Examples of these include natural disasters, large scale accidents and major events.

(4) However, insufficient units to handle call volumes quickly may be a result of inefficient allocation of resources.

(5) As previously stated, resource allocation refers to how the telecommunicator allocates the resources available to respond to the calls for service being received.

(6) Telecommunicator’s resources may include a wide variety of response units, personnel, and related emergency equipment.The telecommunicator has a responsibility to determine, at the beginning of a tour of duty, the resources currently available for service.

a. Police cars, bike patrol units and foot patrol officers

b. Crime scene units (Greenville PD, Pitt Co. Sheriff’s Office, and/or SBI if necessary)

c. Criminal investigators

d. Specialized law enforcement units such as community police officers, crime prevention officers, special enforcement teams and perhaps others

e. Engine companies (Greenville Fire/Rescue)

f. Ladder trucks

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g. Pumpers

h. Tankers

i. First responder units (Greenville Rescue, E H &S, SBI, etc.)

j. Rescue vehicles including crash trucks

k. Basic and advanced life support ambulances

1. Helicopters

(7) Factors to be considered in resource allocation include:

a. Resources available - What do you have to start with, and minute by minute, as calls for service are being handled?

b. Call volumes - Call volume refers to the total number of calls being handled by one of the service domains (law enforcement, fire, rescue, perhaps others).

c. Call loading - This refers to how calls are distributed by agency, geographical area, day of week and time of day.

Studies conducted by the North Carolina Justice Academy indicate that the most calls for law enforcement services occur between 1600 and 2400 hours, while the fewest number of calls occur between 2400 and 0800. An intermediate number of calls are received between 0800 and 1600 hours.

d. Traffic patterns- Traffic will affect the type of units sent to some emergencies.

e. Average out-of-service times - The time that it takes to handle a call for service will affect the resources available for other emergency calls.

f. Priority calls - Priority calls will receive the most service first, as a general rule.

g. Type of resource needed - Occasionally, there is a special need for a particular resource that an agency does not have immediate access to. For example, some jurisdictions do not ‘

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have advanced life support ambulances or crash trucks immediately available. A telecommunicator may be directed to try to find such resources on short notice.

h. Backup availability - Law enforcement, fire and rescue services typically all have plans for backup when services are stretched thin. This could mean calling additional units in or it may mean placing units in an adjacent district or jurisdiction on standby or “alert.”

(8) Resource allocation aids

A key aid in a resource allocation is a resource guide. This is a document containing the following types of information, by individual unit:

a. Unit name, designation, and what agency operates the unit (Bomb Squad, for bomb disposal/detection, Cherry Point Marine Corps)

b. Area serviced by the unit (North Carolina)

c. How the unit is dispatched or called into service (Notification by Chief or his designee)

d. Special features of the unit

f. How and when the unit is staffed

g. How long it takes to put the unit in service & second key aid in resource allocation is a status system. This system keeps track of what units are in service, on calls, in the shop, etc., and the location of these vehicles at a given time.

h. Manual systems- Many agencies use a manual system to maintain the current status of field units. This might involve simply a well organized “status sheet” or a variety of manually maintained status boards.

i. Computer aided dispatch (CAD) systems track the status of Officers automatically.

10. Call types and call priorities

All categories of service requests have priorities. Some calls are more important than others. Seasoned telecommunicators gain a great

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understanding of which calls are priority in nature. But, with the proper training, telecommunicators with a minimum of experience can correctly prioritize all types of calls for service. Even those communications centers that have computer aided dispatch systems need to have telecommunicators that can correctly prioritize calls for service. Computer aided dispatch (CAD) does not replace the “thinking” Telecommunicator.

A. Fire service

(1) Highest priority - inhabited structures such as single family homes, apartment complexes, offices and industrial facilities, etc.; incidents involving hazardous materials: are also generally top priority calls.

(2) Intermediate priority - uninhabited structures such as vacant buildings, warehouses and other buildings with no one inside and without hazardous materials inside.

(3) Lowest priority - other calls such as vehicle and brush fires, dumpster fires, etc.

B. Law enforcement

(1) Highest priority - Calls involving personal injury or potential for injuries are top priority. Examples are: officer down, first degree burglary, assault in progress, kidnapping, etc.

(2) Intermediate priority - Calls involving a potential for injury or property loss/damage are second priority. Examples are: traffic accidents, shots fired or break-ins.

Calls which require immediate law enforcement presence to capture a suspect or preserve evidence are also second priority.

(3) Lowest priority - Report taking and follow-up investigation calls are third priority.

C. Emergency. medical services .

(1) Highest priority - immediate life threatening incidents such as cardiac problems, coma, difficulty breathing, choking, drowning and severe bleeding.

(2) Intermediate priority - serious injuries, broken bones, sudden illnesses and like incidents.

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(3) Lowest priority -• transports and transfers; with obvious deaths (DOA’s) being the lowest priority.

11. Backup and secondary response - Backup and secondary resources needed may be set in two ways.

A. The first way is to have these matters pre-arranged by policy and procedure. These arrangements vary by jurisdiction.

B. Regardless of set policy, initial responding units may request backup or secondary response based upon the circumstances at the scene of a call.If backup or secondary response units are needed, authority for who may select the units sent should be clear. Unless otherwise specified by the agency, this authority should rest with the telecommunicator.

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NON-EMERGNCY CALLS FOR SERVICE

1. The Communications Center located at the ECU Police Department main building shall serve as the single point of contact for callers, 24 hours a day. Telecommunicators receive incoming calls, obtain essential information, evaluate situations and initiate appropriate responses based on judgment and experience. The General Orders provide additional guidance in determining the proper response. Upon determining the appropriate response, the telecommunicator will dispatch an officer to the location and inform the caller of the action to be taken or if a referral to another agency is required. The Satellite Office located at the Brody School of Medicine serves as the single point of contact for the Health Sciences Campus; however, all emergency 911 calls for service are automatically routed to the Communications Center.

2. When appropriate, the telecommunicator will provide information regarding assistance provided by the ECU Police Department’s Victim Assistance Program and information concerning referral services available to callers in need of assistance beyond the scope of the ECU Police Department. A listing of public service agencies in the area and their telephone numbers is contained in “Responding to Victims/Witness Calls for Information or Services”, located in this manual.

3. Telecommunicators should refer to “Responding to Victims/Witness Calls For Information or Services”, located in this manual, for specific information regarding what types of offenses are addressed by the Victim’s Assistance Program, contact information on the Victim’s Compensation Fund and specific contact information for victims and witnesses.

4. The telecommunicator shall follow the established CAD screen format for obtaining relevant information about incoming calls for service and use their discretion to make inquiries for additional information, if necessary.

5. Telecommunicators are required to use judgment and discretion when dispatching non-emergency calls and must prioritize calls for service. A non-emergency call may be delayed for a reasonable time, depending on the availability of personnel. The patrol supervisor should be notified when it becomes necessary to hold calls for an extended period of time.

6. Obtaining and Recording Information Related to Requests for Service

A. Calls for service are entered and recorded in the Computer Aided Dispatch (CAD) System, which allows a permanent record to be maintained. Telecommunicators shall gather sufficient information from the caller in consideration of police officer safety and anticipated conditions to be

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encountered at the scene. Certain categories of calls necessitate that the telecommunicator obtain specific information. The telecommunicator shall ask additional questions as deemed necessary. During the course of a request for criminal or non-criminal related services or self-initiated activity, the telecommunicator shall enter into the CAD system as a minimum the following:

(1) CAD number (identification number- generated by CAD)

(2) Date and time of request

(3) Name and address of complainant, if possible

(4) Type of incident reported

(5) Location of incident reported

(6) Identification of officer(s) assigned as primary and backup

(7) Time of dispatch

(8) Time of police officer arrival

(9) Time of police officer return to service

(10) Disposition or status of reported incident

B. The telecommunicator shall dispatch calls for service by giving the police officer(s) any available information on previous responses to the location and shall enter the time of dispatch, the officer’s call number and the incident case number.

C. When a police officer is dispatched or responds to backup the primary officer, a CAD system entry shall be made under the same call number.  The entry shall indicate the police officer dispatched as the first responding officer as well as any backup officer(s) dispatched.

D. The police officer(s) shall notify the Communications Center upon arrival at the scene and the telecommunicator shall make any entry in the CAD system to indicate the time of arrival.  The police officer shall notify the Communications Center upon completion of the call and indicate his/her return to service.  The telecommunicator shall make an entry in the CAD system of the police officer’s return to service

E. The police officer(s) shall notify the Communications Center upon arrival at the scene and the telecommunicator shall make any entry in the CAD system

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to indicate the time of arrival. The police officer shall notify the Communications Center upon completion of the call and indicate his/her return to service. The telecommunicator shall make an entry in the CAD system of the police officer’s return to service.

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EMERGENCY AND “IN PROGRESS”CALLS FOR SERVICE

1. The telecommunicator is required to use experience, judgment and discretion in assessing calls for service to determine if a call is an emergency or “in progress” call, and if the call should be dispatched as a Code 1, Code 2 or Silent Run. The telecommunicator may upgrade a response, but may not downgrade a response code without a valid reason. Examples of emergency and “in progress” calls for service are:

A. Vehicle collision involving personal injuries

B. Police officer needs assistance/panic alarms

C. The immediate health, safety or well being of persons are at risk

D. A crime against property:

(1) Is occurring

(2) Is about to occur

(3) Has just occurred and the suspect remains on scene

E. Fire alarm

2. During the course of processing emergency and “in progress” calls for service, the telecommunicator shall enter into the CAD system the following information as it occurs or at the first available opportunity.

A. Type of call for service reported

B. Name and address of person reporting or requesting service

C. Location of call for service reported

D. Call number of police officer(s) dispatched to the call for service

E. Acknowledgement of police officer(s) arrival on scene. Needs to be entered as soon as it occurs to record the accurate time.

F. Acknowledgement from responding officers that call for service is completed and responding officers are available for service. Needs to be recorded as soon as it occurs to record the accurate time.

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G. Disposition or status of call for service as reported by the primary responding police officer.

H. The case number for the call for service.

3. Events that record times need to be entered into the CAD system as soon as they occur.

4. The telecommunicator shall dispatch emergency and “in progress” calls for service as Code 2 calls for service.

5. When an emergency or “in progress” call for service is received that requires a police department response, the telecommunicator shall dispatch at least two police officers to respond and has the discretion to dispatch additional police officers as necessary.

6. When dispatching Code 2 calls, the telecommunicator shall transmit:

A. The assigned police officers’ call numbers then wait for an acknowledgement from the police officers.

B. The nature of the call for service and whether a Code 2 or Silent Run response is authorized.

C. “In progress,” if applicable to the incident.

7. The telecommunicator shall complete the initial broadcast with one of the following transmissions:

A. “More information to follow” if the Communications Center is in contact with the person reporting and is soliciting additional information.

B. “Standby” if the Communications Center is in contact with the person reporting and the circumstances of the call are unclear.

C. “No more information available” if the Communications Center is no longer in contact with the person reporting

D. “Requesting information” if the Communications Center is in contact with the person reporting and is soliciting specific information requested by the responding police officer.

8. The telecommunicator shall follow the established CAD screen format for obtaining relevant information about calls for service. The telecommunicator also has the discretion to make inquiries for additional information as necessary.

9. The telecommunicator shall transmit as much additional information as possible to the responding officer, such

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A. The presence of weapons at the scene

B. The presence of injured persons at the scene

C. The presence and description of suspects and/or suspect vehicles at the scene and their last known location or direction of travel

D. Other specific information requested by the responding officer

E. Information on previous call for service to the same location and known previous enforcement actions.

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TACTICAL DISPATCH PLANS

1. Tactical dispatch plans may be initiated during high risk and designated emergency situations that have the potential to cause serious injury or loss of life and/or major property damage unless the situation is quickly resolved. Specific duties of the telecommunicator will be documented for each of the high risk and emergency situations that may occur during their assigned work period.

2. Tactical dispatch plans require the radio and telephone communications within the Communications Center to focus primarily on the emergency event in progress. The telecommunicator should proceed with incoming radio and telephone traffic, but allocate priority to the emergency situation and dispatch officers accordingly.

3. Communications Center personnel should restrict automated data communications to situation related inquiries, except for other emergency requests, by broadcasting an announcement that restricts officers to only high priority requests for information.

4. If the telecommunicator anticipates a personnel shortage during the tactical or emergency situation, the on-duty supervisor should be contacted to authorize additional personnel to be called to work.

5. When the tactical or emergency situation has been resolved, the Communications Center personnel may deactivate a tactical dispatch plan by:

A. Broadcasting a resumption of normal radio traffic conditions for the department.

B. Releasing on-duty personnel brought in specifically for the tactical or emergency situation.

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ACTIVE SHOOTER/RAPID DEPLOYMENT

1. The telecommunicator will immediately begin emergency dispatch procedures in response to any call reporting an active shooter or armed individual on East Carolina University property, providing information and directions as shown

A. Dispatch all officers not assigned to an emergency call

B. Identify the specific nature and location of the incident

C. Advise Code 2 or Silent Run response

D. Advise “in progress” or complete

E. Identify the type of weapon, if known

F. Provide information on injured persons

G. Presence and descriptions of suspect(s), any suspect vehicle(s) at scene, last known location or direction of travel, if departed the scene

H. Restrict radio traffic to emergency traffic

General Order 1300-05Active Shooter/Rapid Deployment provides detailed information regarding the deployment activities of the ECU Police Department personnel and the specific activities of any outside agency that provides any specialized support.

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HOSTAGE/BARRICADED SUBJECTS

The telecommunicator will immediately begin emergency dispatch procedures in response to any call reporting a hostage or barricaded subject situation. Officers will be dispatched in a Silent Run approach in order to eliminate any increase in tension in the situation, while the telecommunicator obtains additional information as shown below, from the reporting person or possibly from the suspect in the situation.

1. If the caller is the reporting person:

A. Where is the incident taking place

B. Where are they calling from

C. What is the caller’s telephone number

D. Can the scene be observed from the caller’s location

(1) Is the suspect armed

(2) What types of weapons have been observed

(3) How many suspects are there

(4) Description of the suspects

(5) How many hostages are there

(6) Description of the hostages

(7) Time that police officer(s) arrive on scene

2. If the caller is the hostage taker or the barricaded subject:

A. Where are they calling from

B. What is the condition of the hostages

C. How many hostages are being held

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BOMB THREAT

The telecommunicator, upon receiving notification of a bomb threat, will accomplish the following:

A. Obtain the information listed in the ATF Bomb Threat Checklist form from either the caller making the threat or the person that received the threat.

B. If possible, copy the caller’s phone number from the caller ID

C. Keep the caller on the line as long as possible. Ask the caller to repeat the message. Ensure the recording equipment is functioning properly so as to record every word spoken by the person making the call.

D. Inform the caller that the building or area may be occupied and the detonation of a bomb could result in death or serious injury to innocent people.

E. Pay particular attention to any strange or peculiar background noises such as: running motors, music, the type of music and any other noises that might give a remote clue as to the place where the call is being made.

F. Listen closely to the voice (male/female) quality, accents and speech impediments.

G. Ensure the tape recorded conversation with the caller is secured and available to personnel investigating the incident.

H. If the caller becomes disconnected or hangs up, the telecommunicator taking the initial call will make every possible attempt to immediately return the call to confirm the initial information.

I. If the initial call originated from someone who discovered a suspicious device or received a bomb threat, the telecommunicator shall attempt to determine the identity of the caller’s on-site supervisor and request that the caller and the supervisor meet the responding police officers in a safe location.

J. In addition to responding to the site of the threat, every effort should be made to identify the suspect’s location and phone number from where the threat was made. The response to this information should include securing the location as a crime scene.

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The telecomunicator will notify the following:

(1) The on-duty patrol supervisor(2) Chief of Police(3) Greenville Fire Department, alert to situation & place on

standby(4) ECU Environmental Health and Safety(5) Pitt County Sheriff Office, Bomb Detection K-9 Officer 830-

4141(6) Division Vice Chancellor

As requested by officer-in-charge

(7) State Bureau of Investigation’s HDU 919-779-1400(8) MCAS, Cherry Point BDU 910-662-4500

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MISSING PERSONS

1. Telecommunicators shall determine if reported circumstances meet the definition of a missing child or adult. This assessment also prepares the telecommunicator to promptly activate additional response protocols.

2. Immediately dispatch a police officer to the scene of the report. The National Child Search Assistance Act of 1990 mandates law enforcement’s immediate response to reports of missing children and prompt entry of descriptive information into the FBI’s National Crime Information Center (NCIC) Missing Persons File.

3. Notify the on-duty supervisor and an investigator when necessary.

4. Transmit the appropriate radio alerts and other notifications. Information should include the following details regarding the missing person:

A. Race & Gender

B. Height & Weight

C. Hair & Eye color

D. Clothing description

E. Location last seen

F. Any information regarding possible abductors

5. Search records for related information. Access Sex Offender Registration listings to determine if any known sexual predators reside, work, or might otherwise be associated with the area.

6. Safeguard pertinent records for future investigative reference.

7. Initiate media contact – activation of an AMBER ALERT rests with the Chief of Police, or his designee, if the Chief is not available.

General Order 900-07 Missing Persons provides detailed Information related to “Unusual Circumstances” that place the missing person “At Risk.”

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VEHICLE PURSUITS

1. During the period that a police officer is engaged in a vehicular pursuit, the telecommunicators will be responsible for the following:

A. Notify all units of the pursuit

B. Advise all units to hold radio traffic, unless emergency

C. Contact the appropriate agencies of the pursuit: Greenville Police Department, Pitt County Sheriff Office and the North Carolina Highway Patrol. Notify them of the following information:

(1) Nature of the pursuit

(2) Description of the vehicle and the occupants

(3) Direction of travel

(4) Other pertinent information to aide other agencies

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POLCE DEPARTMENT ALARMS

1. Telecommunicators should be familiar with the functioning of the alarm panel in the Communications Center and monitor the four types of alarms that are programmed into the system.

A. “Panic”- to indicate a need for immediate police assistance at the alarm location

B. “Burg”- to indicate a break-in at the alarm location

C. “Fire”- to indicate a fire at the alarm location

D. “Troub”- to indicate an alarm malfunction or trouble at the location

2. After receiving an alarm, the telecommunicator will dispatch officers in accordance with the procedures for emergency and “in progress” calls for service. While the officers are in route to the alarm location, the telecommunicator will attempt to obtain additional information relevant to the specific alarm activation.

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PANIC-ALARM

1. After receiving a panic-alarm the Communications Center personnel shall immediately:

A. Dispatch at least two police officers in accordance with the procedures for emergency and “in progress” calls for service.

B. Attempt to contact personnel by telephone at the alarm location:

(1) If unable to contact any personnel, the telecommunicator shall transmit to the responding officers:

“Unable to make contact”

(2) If the telecommunicator contacts an employee, the telecommunicator shall transmit one of the following messages to the responding officers:

a. “Confirmed 10-65” if the hold-up is confirmed

b “Unable to confirm 10-65” if the hold-up cannot be confirmed

c. “Respond Code 1” if the person contacted at the location an error caused the alarm to activate and the telecommunicator reasonably believes that the information is accurate.

2. If the Communications Center confirms that a disturbance/crime has occurred:

A. The telecommunicator shall attempt to obtain suspect and vehicle descriptions and shall simulcast the information to the responding officers. Also determine if any was used or observed.

(1) If the suspect has departed the scene, the telecommunicator shall instruct the caller to lock the building and stay inside until the responding officers arrive.

(2) If the suspect is still on the scene, the telecommunicator shall inform the responding officers.

(3) The telecommunicator should attempt to maintain contact with caller until a police officer arrives on the scene.

B. The Communications Center personnel shall notify:

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(1) The on-duty patrol supervisor

(2) The Operations Division

(3) Additional personnel as instructed

3. If the Communications Center is “Unable to confirm 10-65” has occurred:

A. Proceed with Communications Center procedures as though the hold-up is confirmed until further instructed or notified.

B. Continue attempts to contact personnel at the alarm location.

4. If the Communications Center receives a report that an error has caused the alarm to activate, the telecommunicator shall:

A. Direct responding officers to “Respond Code 1”

B. Instruct the caller to send one person with a picture identification outside, the building and a substantial distance from the building, to meet the responding officers to confirm any errors.

C. Obtain the name, physical and clothing description of the individual responding to the police officers and transmit the information to the police officers on the scene.

D. Upon confirmation of any error in the alarm activation, the responding officers shall enter the building with the employee and confirm that the alarm error did in fact occur.

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BURGLAR ALARM

After receiving a burglar alarm activation or a caller who reports a burglary “in progress,” the Communications Center personnel shall immediately:

A. Dispatch at least two police officers in accordance with the emergency or “in progress” calls for service.

B. Advise responding officers of Code 2 or Silent Run

C. Attempt to make contact with personnel at the location, if response is made for an alarm panel activation.

(1) If no contact is made, responding officers will continue as though the burglary has been confirmed.

(2) If an individual calls to report a burglary “in progress,” the telecommunicator will:

a. Obtain the location where the suspect is attempting to gain entrance into the building

b. Obtain suspect description and clothing information and any on scene vehicle information.

c. If suspect has departed the scene, obtain method and direction and method of travel.

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FIRE ALARMS

1. Whenever a fire alarm activation is received by the police department alarm panel, the telecommunicator will:

A. Immediately dispatch a police officer

B. If the fire alarm is in an occupied building or residence hall, the telecommunicator will immediately dispatch the Greenville Fire Department to the location.

C. Dispatch Life Safety Shop from Facilities Services.

D. If there is evidence of fire, heat or smoke at the location, the telecommunicator will notify the following:

(1) Environmental Health & Safety

(2) Facility Service Center

(3) Division Vice Chancellor

2. If the alarm is activated in Joyner Library, the telecommunicator will:

A. Notify the on-duty security guards to determine the exact location of the activation and check the status of the area.

B. Notify the Greenville Fire department.

C. Dispatch Life Safety Shop from Facilities

D. Notify the following if there is evidence of fire, heat or smoke:

(1) Environmental Health & Safety

(2) Facility Service Center

(3) Division Vice Chancellor

3. If the fire alarm panel in the Brody School of Medicine activates, the telecommunicator will:

A. Check the panel and push the ALARM ACKNOWLEDGE button.

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B. The telecommunicator will immediately dispatch Greenville Fire Department if it is a fire alarm. The fire alarm shall not be silenced until an officer has verified that a fire does not exist.

C. The telecommunicator will push the All Speakers Talk button and wait for the green speaker light to activate on the panel.

D. Depress the speaker button on the microphone for approximately three seconds or until the green speaker activation light is on. Make the following announcement:

“May I have your attention, please? We are checking the fire alarm system at this time. Please stand by.”

E. The panel will indicate the location in which the alarm was activated.

F. Dispatch a police officer to the area of the activation.

G. If evacuation is necessary, the telecommunicator will make the following announcement:

“May I have your attention, please? Emergency evacuation procedures are now in effect for all areas of Brody. Please leave the building via the nearest exit”

H. If the responding officer or electrician determines that a false alarm or an alarm malfunction has occurred, the following announcement should be made:

“May I have your attention, please? The fire alarm system is now clear.”

I. An electrician will be contacted during business hours. During the non-business hours, the on-call electrician will be contacted. The alarm panel can be reset only by an electrician. No telecommunicator or police officer is authorized to reset the panel.

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TROUBLE ALARMS

Telecommunicators have the discretion to dispatch one police officer in response to any alarm that has repeatedly activated within a given time frame, indicating a mechanical problem with the alarm system. The following procedures will be taken by the telecommunicator for trouble alarms:

A. During normal working hours, 8:00 A.M. to 5:00 P.M., Monday through Friday, an electrician will be notified of the alarm location and will respond without police assistance to determine the cause of the malfunction.

B. After normal working hours and on weekends, the telecommunicator will dispatch a police officer to the initial activation of any trouble alarm to check the alarm panel. The on-call electrician will be called and advised of the officer’s findings for the alarm and will respond to correct the problem of the malfunction.

C. For the second and subsequent activations of the same alarm, the telecommunicator will notify the on-call electrician to respond to the location.

D. Generally, there will be one police officer assigned to respond to a call for service; however, there are specific incidents that, by their nature, will necessitate the response of one or more additional officers. Situations that require the dispatching of backup officers shall include:

(1) Police officer(s) call for help (2) Crimes “in progress” (3) Domestic disturbance (4) Alarms – Hold-up, Panic, Burglar, Fire (5) Calls involving weapons (6) Fights (7) Calls involving large crowds or loud parties (8) Requests by initial responding officer 

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(9) Other calls for service that, in the judgment of the supervisor or telecommunicator, indicate the need for additional police officers

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POLICE DEPARTMENTTELEPHONE COMMUNICATIONS

1. When answering the telephone, telecommunicators and sworn personnel shall greet callers by saying:

“ECU Police Department” followed by the employee’s name, such as, “ECU Police Department, Bobby”

2. When answering the designated emergency lines or accepting 911 calls, telecommunicators should greet callers by saying:

“ECU Police Department Emergency” followed by the employee’s name, such as, “ECU Police Department Emergency, Johnson”

3. Communications Center personnel shall be courteous and direct when speaking with callers and gathering information for calls for service.

Ask the caller direct questions:

A. Where is the emergency?B. The phone number of the caller or a callback number.C. What is the emergency?D. When did this occur?E. Who is involved?F. Any weapons involved?

4. Communications Center personnel should gather information from callers, then conference the call to Pitt County 911 (Gather information prior to the conference call in the event you get disconnected) and Pitt County 911 will dispatch fire/rescue. Telecommunicators should dispatch units (on-campus) according to the procedures for non-emergency, emergency or “in progress” calls for service

5. All Communications Center personnel shall be familiar with the operating procedures for the Telecommunications Device for the Deaf (TDD) located in the Communications Center.

6. Telecommunicators shall be familiar with the FAX machine located in the Communications Center and its specific operating instructions.

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RESPONDING TO VICTIM/WITNESSCALLS FOR INFORMATION OR SERVICE

1. The Communications Centers shall serve as the single points of contact for callers, 24 hours a day. Telecommunicators receive incoming calls, obtain essential information, evaluate situations and initiate appropriate responses. By judging the characteristics of each call, a determination of the appropriate status is made by the telecommunicator. The caller is then informed of the department’s response, to include direct police service and/or referral to other agencies.

2. If the caller is seeking or needs medical attention, the telecommunicator will notify EMS to transport the individual to Pitt County Memorial Hospital for treatment.

3. Victims or witnesses requesting information regarding their specific case will be referred to the police officer who initially assisted them with their case.

4. If a victim is seeking counseling and resides on campus, the telecommunicator will notify the Victim’s Advocate at 252-328-5672.

5. Victims or witnesses requesting information regarding the arrest, pretrial release or the release of the defendant in their case should be referred to the investigating officer, or in the absence thereof, the Crime Prevention Officer.

6. Victim’s Compensation Funds – Victims seeking information regarding eligibility for victim’s compensation funds should be referred to the Pitt County District Attorney’s Office. The DA’s office has a Victim’s Advocate who will assist victims with information regarding compensation funds in cases where an arrest has been made. Every victim should be encouraged to contact the DA’s office to complete the necessary paperwork. Contact information is as follows:

Pitt County Victim’s Advocate100 West Third StreetGreenville, N.C.252-830-4157

7. Listings of various referral contact numbers for victims and witnesses:

A. Emergency --New Directions Crisis Line 752-3811

B. Legal(1) Clerk of Courts – Civil 695-7150

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(2) Clerk of Courts – Criminal 695-7117 (3) Magistrate’s Office 695-7395(4) DA’s Office 695-7200(5) Pamlico Sound Legal Services 758-0293

C. Victim Advocacy(1) New Directions Family Violence Program 758-4400(2) REAL Crisis Center 758-4357(3) DA’s Office Victim Advocate 695-7200(4) NC Council for Women 830-6595(5) Ombudsman 328-1744(6) Office of student Conflict Resolution (OSCAR) 328-6824 (7) Pitt County Victim Advocate 830-4157(8) Department of Social Services 920-1110

D. Bilingual Help (Spanish/English) (1) REAL Crisis Center 758-4357(2) Catholic Social Ministries 355-5111

E. Counseling(1) Pitt County Mental Health 413-1600(2) ECU Family Therapy 328-4236(3) New Directions Family Violence Program 758-4400(4) REAL Crisis Center 758-4357(5) Center for Counseling & Student Development 328-6661(6) Student Health 328-6841(7) Family Service Unit , Greenville Police 329-4357(8) Pitt County Domestic Violence Unit 830-4637

F. HousingGreenville Community Shelter 752-0829207 Manhattan Street

8. Types of offenses that are addressed by the Victim’s Rights Act:

A. Class A, B, B1, C, D, or E felonies

B. Specified Class F, G, H and I felonies

C. Domestic Violence Misdemeanors. These categories include, but are not limited to the following:

(1) Assaults inflicting serious injury

(2) Assaults on a female

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(3) Assaults by pointing a gun

(4) Sexual assaults

(5) Stalking

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ACCEPTING AND DELIVERINGEMERGENCY MESSAGES

1. Emergency notification messages shall be handled as calls for service. The on-duty supervisor shall be immediately notified of all calls for assistance in making emergency notifications to students, staff or faculty of the university.

2. If a member of the student body, faculty or staff of East Carolina University is seriously injured, or killed on campus, the Emergency Department of Pitt Memorial Hospital will usually inform the parents, guardian or next of kin.

3. If an immediate family member of a member of the staff or faculty of East Carolina University is seriously injured or killed, the on-duty supervisor shall contact the Ombudsman Office at 328-1744, for assistance in making notification. If their help is not available, the on-duty supervisor will then attempt to locate the individual’s immediate supervisor to assist him/her in making the notification.

4. If parents or family members of students are killed or seriously injured, the on-duty supervisor should contact the Victim’s Advocate, who will determine who will make notification to the student.

A. When possible, allow personnel from the Victim’s Advocate to make notification.

B. If a representative from the Victim’s Advocate is not available, the highest, available, ranking officer from the Police Department should make the notification.

C. When practical, a University counselor should be utilized to assist with the notification.

D. Notifications should be made promptly and in a considerate manner.

E. If another agency requests that the Police Department makes the notification, the same procedures will apply.

F. When emergency notifications have been made for serious injuries or deaths, an Operational Report will be completed to document the circumstances of the request and the process of making the notification. A copy of the OR will be forwarded to the Operations Commander and the Accreditation Manager.

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G. When notification of next-of-kin must be made by outside the jurisdictional boundaries of the ECU Police Department:

(1) The agency having jurisdiction shall be requested to make the notification. If the agency cannot, or is reluctant to make the notification, the on-duty supervisor shall contact the Operations Commander or the Staff Duty Officer to determine how the notification will be made.

(2) Documentation shall be included with any report to indicate the agency notified, the date and time of the request and the individual contacted to make the notification.

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MISDIRECTED EMERGENCY CALLS

1. In the event the Communications Center receives a call for service that should be directed to another police or fire department, it should first be determined if the call is an emergency. If the call is not an emergency, the caller should be given the correct agency’s telephone number.

2. In the event the Communications Center receives a misdirected telephone call concerning an emergency situation, the telecommunicator will remain on the line and obtain the following pertinent information:

A. The location of the emergency

B. The telephone number where the caller may be contacted

C. The description of the emergency situation

D. The caller’s name

3. After this information has been received, the telecommunicator will notify the appropriate agency responsible for responding to the emergency situation.

4. The telecommunicator should remain on the line with the caller and the agency in order to assist in passing information regarding the incident.

A. If the caller requires immediate medical attention, the telecommunicator

will obtain the following information:

B. Chief complaint or incident type

C. Number of people injured

D. Approximate age of victim(s)

E. Conscious: Yes No or Alert

F. Breathing: Yes – No or Difficulty

G. Illness Case (Age 35 & Over) Is there any chest pains?

H. Accident or injury: Is there severe bleeding?

I. Response Mode for rescue: Code 1 or Code 2?

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EMERGENCY FIRST AID INSTRUCTION

Telecomunicators are not authorized to provide emergency first aid instruction over the telephone or radio. Telephone calls requiring first aid assistance should immediately be transferred to the Pitt County 911 Center. The telecommunicator should remain on the line once the call has been transferred, while recording the call on the Audio Log Recording Device.

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POLICE DEPARTMENTAUTOMATED DATA COMMUNICATIONS

1. Communications Center personnel should refer to the DCI on-screen Help Menu for specific instructions on conducting automated data communications with the following data-base and computer network organizations:

A. DCI -- Division of Criminal Information

B. NCIC – National Crime Information Center

C. NLETS – National Law Enforcement Telecommunications System

D. DMV – Department of Motor Vehicles

E. AOC – Administrative Office of the Courts

2. Only DCI certified personnel shall be authorized to access and operate the DCI terminals and files.

3. Communications Center personnel should never under any circumstances turn the power switch to the communication center computers or printer to the off position.

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PROCEDURES FOR RECORDING AND PLAYBACKOF TELEPHONE AND RADIO CONVERSATIONS

1. All general lines and emergency line 6 in the Communications Center are automatically recorded on the Voice Logger Audio Recording Device from the time the receiver is picked up until the receiver is hung up.

2. To play calls back after recording is complete, select PLAY on the Voice Logger Computer Screen.

3. The calls are stored on a digital disk in the Voice Logger Computer for a period of 30 days. Every month, the disk is removed and replaced with a new, empty disk. Once removed, the disks are kept in a secured area of the Property/Evidence Section for a period of one year.

4. Every transmission on Radio Main Channel 1, Channel 2 and Brody Channel 4 are automatically recorded using the Voice Logger Recording Device.

5. Transmissions are stored on the same digital disk in the Voice Logger Computer for a period of 30 days. Every month the disk is removed and replaced with a new, empty disk. Once removed, the disks are kept in a secured area of the Property/Evidence Section for a period of one year.

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PROCEDURES FOR RECORDINGAND PLAYBACK OF VIDEO

1. Pan Tilt/Zoom cameras are controlled by the telecommunicator using the Pelco keyboard and joystick. There are a total of ten Pan Tilt/Zoom cameras in areas such as Minges Coliseum and the Reade Street and Dickinson Street parking lots.

2. Fixed cameras cannot be moved and are positioned to face a certain position at all times. There are seven fixed cameras at Minges Coliseum and two fixed cameras at the Dickinson Street parking lot.

3. If the telecommunicator views anything suspicious on any of the Pan Tilt/Zoom cameras, the telecommunicator should use the Pelco keyboard and joystick to maneuver the camera to take the best possible video of the situation. Once there is a clear picture of the event, the telecommunicator should press the RECORD button on the Pelco keyboard to begin video recording.

4. All cameras are recording continuously on digital disks. These disks are kept in the recorder for a period of 30 days and then removed and kept in a secure location within the Property/Evidence Section for one year.

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TELECOMMUNICATIONS DEVICEFOR THE DEAF

1. Procedures for Use of the TDD

When a call is received the signal will blink.

Turn the machine on, press space bar (Announcer) twice, then Ctrl + 4. There is already a message programmed into the machine on auto answer, so you do not have to type in a beginning message.

Wait for the person on the other end to respond, then you can begin typing your next message.

Relay service: 800-735-8262 for hearing calls. A telecommunicator from Relay Service Communications will answer.

The TDD machine can be tested by ECU Disability Support Services. Call and inform them that you need them to call our machine to verify that it is working properly.

2. Conversation Etiquette

GA- When you talk with another person by TTY, you type while the other person reads. When you want the other person to respond, type GA for “Go Ahead”

GA OR SK- To say goodbye, type GA OR SK. This gives the other person a chance to say any last words before ending the conversation.

SKSK- Type SKSK to end the conversation.

Q- Some people prefer to type Q instead of a question mark because it saves time and is easier to type.

You can use punctuation marks such as commas and periods, although many people choose to omit them. You may also abbreviate such words as:

GA- Go Ahead OPR OperatorSK Stop Keying PLS PleaseCD Could QQ Question MarkCUL See You Later R AreCUZ Because SHD Should

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HD Hold THX ThanksMTG Meeting TMW TomorrowNBR Number U YouOIC Oh, I See UR YourBIZ Business DR DoctorEDUC Education ILY I Love YouIMPT Important LTRS LettersMTG Meeting PPL PeopleSERV Service PRO Professional

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911 EMERGENCY CALLS

The following procedures will be followed when an emergency 911 call is received at the ECU East Campus Police Department Communications Center.

1. Upon receiving an emergency 911 call and determining that an actual emergency situation exists, the telecommunicator will obtain the following information.

A. Location of the emergencyB. Caller’s telephone number for call-back purposesC. Caller’s emergency situationD. Caller’s name

2. Have the caller remain on the line and press the CONFERENCE button on the telephone key pad and dial 911.

3. Once the telecommunicator has reached the Pitt County 911 Center, advise the dispatcher of the emergency situation and state that you are going to connect them with the caller.

4. Press the CONFERENCE button again to establish a three-way call between the caller, the County 911 dispatcher and you.

5. Stay on the line and monitor the call. If the telecommunicator must answer another incoming call, press the HOLD button prior to answering the call in order to prevent the Pitt 911 dispatcher from being disconnected from the emergency caller.

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