COMM ADM OPER 7.1B
TEQUESTA POLICE DEPARTMENT
GENERAL ORDER
TITLE: COMMUNICATIONS ADMINISTRATION & OPERATION
GENERAL ORDER: 7.1C
EFFECTIVE: July 24, 2012
RESCINDS: G.O. 7.1B
PAGES: 11
CONTENTS:
This order consists of the following numbered sections.
I. RESPONSIBILITIES
II. FEDERAL COMMUNICATIONS COMMISSION (FCC)
III. SECURITY
IV. RECORDINGS
V. RESOURCE INFORMATION
VI. ROBBERY ALARMS
VII. RESPONSE TO INTRUSION ALARMS - COMMERCIAL/PRIVATE
VIII. EMERGENCY NOTIFICATIONS
IX. COMMUNICATIONS MEMBER TRAINING
X. DISPATCH CODES
XI. USE OF TACTICAL RADIO GROUPS
XII. BLUE ALERT
XIII GLOSSARY
PURPOSE:
To establish guidelines for the operation and administration of the Communications Division.
SCOPE:
This order applies to all Police Department members.
POLICY:
The Communications Division will satisfy the immediate informational needs of the agency for normal daily
activities and emergencies. The receipt, processing, and dispatching of calls for service will conform to the guidelines of
this order.
PROCEDURE:
I. RESPONSIBILITIES:
A.Emergency Telephone Access:
The 24-hour, toll free, 911 emergency lines are operated and supervised by
the Palm Beach County government. Emergency 911 requests for law enforcement services are directed to the
Police Department’s communications center. Trained communications members will receive and dispatch 911
calls.
1. Language Line:
A.
When receiving a 9-1-1 call from a non-English speaking caller transfer them to
the language line.
G.O. 7.1C
862446
I. Provide the representative with our 6 digit client ID:
II. Relay to the representative the language you need and you will be connected to an interpreter.
III. Brief the interpreter: summarize what you wish to accomplish and
give any special instructions.
IV. The interpreter will then start the conversation with your non-English
speaking caller and relay the information he/she says to you
V. Once you have received the information needed, the call should be handled .
2. TTY CALLERS: The Tequesta Police Department’s Communication
Center is equipped with Telecommunications Devices for the Deaf (TDD).
Citizens who are deaf or hard of hearing utilizing a (TDD) can contact the
communication center using the non-emergency number or the 911 system
in the event of a police, fire or medical emergency. The communications
center will then forward the information to the appropriate law enforcement
agency or fire department
I.
The Communications Center will have access to interpreting services that are available 24
hours a day and are willing to provide qualified interpreters as needed. This includes the
use of the Language Line for Limited English Proficient (LEP) situations or a
Telecommunication Device for the Deaf (TTD) for effectively communicating with the
deaf or hard of hearing individuals.
A.
Should the communication center receive a call with no response, all attempts to
establish contact with the caller will be made, which includes but is not limited to,
utilizing the TDD line.
B.
Should the communications center receive a call from a LEP caller, the Language
Line shall be utilized. This service shall also be made available for officer use
during field contacts.
C.
To obtain a Qualified Interpreter, Nationwide Interpreter Resource can be
reached 24 hours a day / 7 days a week at 561-362-0594, 561-715-2346 or TTY
561-362-0594.
B. Communication Center Responsibilities:
Telephone, radio, and computer based
information system responsibilities are outlined in manuals found in the communication
center.
G.O. 7.1C
1. Information System:
The computer based information system provides access to Florida
Crime Information Center (FCIC), National Crime Information Center (NCIC), and all
subsystems, which includes the Department of Natural Resources, CJ Net, DAVID, FBI
criminal history files, Interpol, and other systems.
A. Information system access is restricted to those members who are certified
through the Florida Department of Law Enforcement.
B .The Terminal Agency Coordinator will serve as the liaison between the
Tequesta Police Department and FDLE and be responsible for ensuring
that all records, warrants and validations for his/her agency are in
compliance with CJIS policies and procedures. Further duties of the TAC
include but are not limited to
I. Troubleshoot problems (connectivity issues, password resets in eAgent or
the agency provided interface/software application, nexTEST login
management, provide an alternaemonic if main terminal goes down,
correspond with the FDLE Customer Support Center on FCIC/NCIC
issues, CJIS Online Security logon management, etc.)
II. Being available for FDLE Audits, ensure appropriate members of the
agency are advised when an audit has been scheduled and make sure the
appropriate preparations are made in the agency as it relates to the audit.
III. Ensure the agency is represented at the quarterly Regional Working
Group meetings
IV. Ensure the appropriate User Agreement(s) are up to date with current
agency head’s signature.
V. Ensure that issues pertaining specifically to the agency are relayed to Regional IDT member(s)
in a timely manner and that information received from IDT is disseminated to the agency’s
members in a timely manner.
i.Ensure that issues pertaining specifically to the agency are relayed to
Regional IDT member(s) in a timely manner and that information received
from IDT is disseminated to the agency’s members in a timely manner.
ii. Ensure users entering or accessing FCIC/NCIC information maintain
CJIS Certification.
iii.Ensure all personnel in the agency who have access to FCIC/NCIC
data are appropriately trained and those who will have access to terminal
areas have been properly background checked
iv.Enter new users into the Training Information System (TIS) via
eAgent message keys, update users’ information and register users for
classes.
G.O. 7.1C
v.Enter/modify users in the eAgent Client Manager (and/or other system
interface accessing FCIC/NCIC data)
vi.Enter users into the nexTEST system for online CJIS
certification/recertification testing (if designated by the agency as a
nexTEST Administrator) or assisting the agency’s nexTEST administrator
or Local Agency Instructor (LAI) in entering users
vii.Ensure that all of the agency FCIC/NCIC users are CJIS certified and
that they renew their certification every two years as required
viii.Ensure that a secondary dissemination log is maintained on-site for a
minimum of four years
ix.Monitor criminal history records dissemination and accuracy of
dissemination log
x.Ensure that FCIC, NCIC and CJIS Memos, emails and operating
manuals are distributed to appropriate personnel within the agency and
new procedures and capabilities are implemented
xi.Ensure the agency’s information is correctly entered and maintained in
the Customer Information System (CIS) via eAgent message keys
xii.Ensure the agency adheres to the “hit” confirmation policy and that
appropriate formats are used (NCIC formats are “YQ/YR”; the FCIC
formats are “FYQ/FYR”)
b.These systems may be accessed for information about any criminal case
proceeding or background check for employment with this agency. Any personal
use of the FCIC/NCIC and/or its subsystems is a violation of 28 U.S.C. 534, and
F.S. 943. A user violation is punishable by an agency disciplinary action to
include termination of employment, and possible criminal prosecution as provided
for in the Florida Department of Law Enforcement Exchange of Criminal History
Record Information User Agreement.
1. Two-way Radio Communications:
The two-way radio communication system
includes base units used by communications members, and mobile or portable units used by
Police Department members. Two-way radio communication assists in obtaining complaint
information, maintaining member safety, and providing for victim needs. All calls for service
will be relayed to members through the radio communications system. If the call for service
contains sensitive information and must be relayed by other means, notify the responding
officers and the shift supervisor of the sensitive information via a recorded phone line, mobile
data terminal, or in person, and dispatch the call via the radio system without the sensitive
information. A CAD entry will be initiated documenting the entire procedure.
a.The agency maintains two-way radio contact with other law enforcement and
government agencies to expedite the exchange of information.
b.The Police Department operates on an 800 Mhz./VHF simulcast radio system
that also provides communication services to Jupiter Inlet Colony Police
Department.
G.O. 7.1C
2. Telephone Communications:
Most requests for law enforcement services are received
by telephone. Communication members must obtain sufficient information from complainants
to provide a proper response and to ensure the safety of responding members.
II. FEDERAL COMMUNICATIONS COMMISSION (FCC):
A. Radio Standards:
Agency radio operations will be conducted in accordance with Federal
Communications Commission (FCC) procedures and requirements.
1.An FCC manual will be available to ensure compliance with federal procedures and
requirements.
2.FCC licensing requirements will be strictly adhered to in the transmission of
communications on Police Department radio equipment.
B. User Responsibility:
Each user of the radio system is individually authorized by the Chief in
accordance with F.S. 843.165. Use of profane or indecent language on the radio is a violation of FCC
standards. The Chief reserves the right to suspend the operating privilege of any member violating
these standards.
III. SECURITY:
A. Facility Security:
The doors of the Police Department Communications Center will be kept locked
with access limited to assigned members and members having official business in the center
B. Equipment Security:
Antenna Tower Protection:
1.The Police Department operates and maintains a remote
antenna tower site securely located on the roof of the Ocean Towers South Condominium 100
Beach Rd. Tequesta. All electronic equipment is stored securely within a radio room atop the
condominium.
Power Sources:
2.The main power supply to Police Department facilities runs underground.
The generator, breaker switches, and junctions are secured by a locked door.
Backup Resources:
3.Critical equipment in the communications center is supported by an
uninterrupted power supply (UPS). The UPS provides short-term continuous power supply in
case of a power failure. During a power interruption or failure, the UPS battery system will
support the E911 and computer systems until the generator is online. The UPS and generator
systems are inspected periodically by the Palm Beach County Office of Emergency
Management. Tests results are kept by that agency.
IV. RECORDINGS:
A. Recording Playback:
Radio transmissions, non emergency and emergency telephone conversations
will be recorded. The equipment allows an immediate playback of an emergency telephone or radio
call in case the caller is disconnected or unable to repeat the message.
B. Retention Period:
Radio and telephone recordings are necessary for criminal and internal
investigations, training, and audits of the agency’s service delivery system. Audio recordings of
agency radio transmissions and telephone conversations, which originate or are received by the
communications center, will be retained in a room inside the communications center for a minimum
of 90 days.
G.O. 7.1C
C. Review/Request Copy:
Recording duplications are available for review through the
Communications Division supervisor. Duplications will be made available to nonmembers as
provided by the provisions of F.S.119, and the general order indexed as Public Information.
V. RESOURCE INFORMATION:
A.
The communications center personnel will have access to agency resources (all phone numbers
and addressinformation can be found in the contact section of the computer and printed in a desk
telephone reference book)and other emergency and non-emergency services available in the
community as follow:
1. Internal:
The communications center will have available:
a.Duty rosters of all personnel on duty indicating ranking officers.
b.Residential telephone number of every agency member.
c.Cellular phone numbers for members assigned this equipment.
2. External Services:
A list will be available that provides contact information for
emergency and nonemergency service providers that may be needed. This list will include the
following:
a.Fire Rescue
b.Environmental services
c.Youth and family alternatives
d.Juvenile Detention Center
e.Air Support
3. Non-emergency Services:
a.Wreckers
b.Taxicabs
c.Animal control
Maps:
B.Large-scale maps divided into zones, sections, and streets will be on the walls of the
communications center for easy reference.
Member Activity:
C.Calls received, dispatched, and officer activity/status are recorded by the
dispatcher in a Computer Aided Dispatch (CAD) entry. Information to be recorded at the time of a
request for service includes:
1.Date and time of request.
2.Name and address of the complainant, if possible.
G.O. 7.1C
3.Type of incident.
4.Location of incident.
5.Time of dispatch.
6.Time of officer’s arrival.
7.Time of officer’s return to service.
8.Disposition or status of reported incident.
9.Control number.
Incident Numbers:
D.Each dispatched call for service, or self-initiated tasks, will be
assigned a sequential incident number when the event information is entered into the computer system.
Safety:
E.The event/dispatch entry will include information for dispatch to officers to
ensure their safety and the safety of persons at the scene of the incident.
Officer Status:
F.Dispatchers will keep a status log of members who are out of service.
Visual and audible prompts from the CAD system will alert the communication officers at 4 minutes
on a traffic stop and 10 minutes on regular calls and 60 minutes if a unit has not made contact with
dispatch.
Secondary Responders/Case Numbers:
G.An event entry is made for secondary
responders, but it is given the same incident number as the primary event.
BOLO Information:
H.Communication members will disseminate missing persons,
wanted persons, stolen vehicle, and other information to law enforcement agencies via the FCIC and
NCIC systems. Be-On-the-Lookout (BOLO) information may be transmitted to the local FCIC zone or
statewide as determined by the issuing member.
Misdirected Emergency Calls:
I.Emergency phone calls are occasionally misdirected to
the agency. Communications members have the capability of directly transferring these calls to the
correct agency. The call taker will take all available information and relay the information to the
appropriate agency if the caller is unable to remain on the line or is disconnected.
VI. ROBBERY ALARMS
: The Communications Section shall, upon receipt of an activated alarm:
Immediately dispatch a primary unit, additional available units will respond automatically.
Upon arrival at the institution the primary unit will request that communications establish telephone contact
with an employee to determine if the alarm is valid.
The communications officer will identify themselves, and ask to speak with an employee and advise that
person of the alarm activation.
2. If the alarm is false the communications officer will then obtain a physical description, including clothing, and
name of the employee, and instruct them to leave the phone off the hook step outside with Government issued ID
G.O. 7.1C
and make contact with the officer(s).
3. If no answer, the communications officer shall proceed under the assumption that a robbery is in progress and
immediately notify the Operations Commander who in turn shall cause the Support Services Commander and the
Chief to be notified.
4. The communications officer will immediately advise responding units of the results of the telephone call.
5. If the telephone response indicated a robbery in progress, all routine radio traffic shall be suspended (10-33)
and all available units shall respond. When available the Operations Commander, Support Services Commander
and/or the Chief will respond to all alarms where a robbery in progress is indicated.
C.
Responding units shall:
1. Proceed directly to the scene by the shortest possible route. Appropriate vehicular warning devices shall be
used when approaching the scene, but discretion will be employed in the use of the siren and emergency lights
within the hearing and sight range of the reported robbery.
2. Responding units to the scene should be observant of any suspicious vehicles leaving the scene as well as other
vehicles or persons outside the facility who may be serving as lookouts, cover or drivers for a robbery team.
3. Upon arrival, officers shall assume positions which afford them concealment and ability to observe entrances
and exits.
At no time will an officer enter the institution until it has been established the offenders have left the
4.
scene or the circumstancesjustify the taking of the suspect(s) by force to preserve life.
5. If advised by communications that the alarm is false, the patrol units shall maintain their position until
contacted by the described employee. Upon contacting the employee and verifying the false activation, officers
will make a cautious approach making observations through access points (i.e. bullet proof glass) and enter the
institution to confirm the false activation.
6. If it has been established, after contact with the employee, that the alarm is valid, officers shall establish a
perimeter and attempt to maintain concealment.
NO ATTEMPT TO APPREHEND THE SUSPECT(S) INSIDE THE INSTITUTION SHALL BE
7.
MADE UNLESS THERE IS CLEAR INDICATION THAT LIFE IS IN JEOPARDY, AT WHICH TIME
SOUND TACTICAL ACTION SHALL BE TAKEN
.
8. If the suspect(s) exits the building, officers shall attempt apprehension, if a secure area is available which
assures the safety of citizens.
9. If a hostage situation develops, General Order 16.2 Special Operations shall be consulted.
VII.RESPONSE TO INTRUSION ALARMS - COMMERCIAL/PRIVATE:
A.Alarm Response:
Commercial and private security alarms are monitored by the private sector and calls are
relayed to the Police Department for officer response. The Police Department does not monitor private security
alarms. Once an alarm is received, the communications center will:
1.
Initiate a dispatch/event entry of available information.
2.
Dispatch the alarm.
G.O. 7.1C
3.
Obtain any additional information from the caller and dispatch to the responding officer(s).
4.
Obtain the name of the owner or their representative who will be responding to the alarm.
5.
Obtain and dispatch all relevant information about the person(s) responding to the alarm to include physical and
clothing description, vehicle description, and the estimated time of arrival.
B.Radio Contact:
Communications members will maintain radio contact with the responding officer and assist as
requested. The dispatcher will provide emergency broadcast clearance to an officer discovering an open door, a crime
in progress, or at the request of the officer. When the CAD system alerts the dispatcher through audio and visual
means, the dispatcher will check the officer’s status.
VIII. EMERGENCY NOTIFICATIONS:
Death, serious injury, or serious illness emergency notifications will be
made by officers according to procedures outlined in the general order indexed as Death and Injury Notifications. The
call taker will obtain the requestor's name and contact information, and the name, telephone number, and address of the
person to be contacted.
IX. COMMUNICATIONS MEMBER TRAINING:
Communications members will be provided a complaint
taker's guide for ready reference, and will be trained in procedures for the proper handling of calls for information or
service. The training will include procedures for the following, at a minimum:
A.
Judging the characteristics of the call to decide whether an emergency exists.
B.
Informing the victim/witness of the agency's response including direct law enforcement service or referral to other
agencies.
C.
Determining if a crime is in progress.
D.
Obtaining a status of possible weapon possession.
E.
Determining other safety hazards.
F.
Obtaining physical descriptions of possible suspects.
G.
Obtaining a physical description/address of the residence, building, or incident.
X. DISPATCH CODES:
A.Code Assignment:
Calls for service dispatched to officers will be coded as designated in the agency issued “Ten
Signal and Dispatch Signal list”.
B.Radio Identification Number:
Every member who uses the radio system will be assigned a unique radio
identification number. The number will be the individual officer’s department identification number.
C.Radio Code Exception:
Members will use clear speech in lieu of dispatch codes when talking with other
agencies to prevent misunderstandings.
XI. USE OF TACTICAL RADIO CHANNELS:
A.Tactical Dispatching Plans:
Communications members will have immediate access to tactical dispatching
plans. Tactical plans may include the use of tactical channels when a coordinated team response is required in an
emergency or unusual situation. A tactical channel will be used whenever radio traffic from a specific call or situation
would interfere with the normal working traffic of the regular dispatch channel.
13
G.O. 7.1C
B.Incident Supervisor Responsibilities:
The incident supervisor can make the decision to use a tactical radio
channel. The supervisor will request the use of the radio channel from the communications center and advise when use
of the group is no longer required.
C. Dispatcher Responsibilities:
The dispatcher can also make the decision to switch to a tactical radio channel
and will advise all members involved in the situation to switch to the designated tactical channel. The dispatcher will
broadcast information to all other members that an alternate channel is being used for tactical purposes. When
possible, a separate dispatcher will be assigned to the tactical channel to monitor and assist the members involved. The
dispatcher will also clear or reassign the channel when the incident is over.
XII. BLUE ALERT:
A. In order to activate the Blue Alert Plan and broadcast suspect information, the following criteria must be met:
1. The offender(s) has killed or critically injured a Department employee/or officer within the village’s jurisdiction.
2. The Department’s investigation must conclude that the offender(s) poses a serious risk to the public.
3. There must be a detailed description of the offender and/or the suspect vehicle to broadcast to the public
(photo’s shall be used when available).
B. To activate FDOT’s Message Signs, enough vehicle descriptive information, along with a complete
or partial tag number must be available.
C. The following is the activation process followed after submitting an alert:
1. Communications Section personnel will call FDLE’s Florida Fusion Center (FCC) desk @ 850-410-7645 24
hours a day 7 days a week.
2. FDLE’s on call supervisor will ensure the activation criteria have been met and determine if the alert will be
displayed regionally or statewide.
3. FDLE will prepare information for public release, including suspect and/or vehicle information, as well as
agency contact information.
4. FDLE will contact the Florida Highway Patrol’s Orlando Regional Communications Center (ORCC) to send
the Blue Alert. The ORCC communications supervisor will relay that information to other regional
communication centers where the activation is taking place.
5. FDLE will contact FDOT’s Orlando Regional Transportation management Center to develop the message
content using the FDOT-approved template, which includes vehicle information, tag number and other
identifiers.
6. FDOT will display the message until the offender(s) is captured or for a maximum of six hours. The alert will
be displayed on dynamic highway message signs on all requested highways. FDOT also will record a BLUE
Alert message on the 511 system when the Blue Alert is activated.
7. The same activation steps shall also be used if there is revised vehicle information or a broadcast area is
changed.
8. Once FDLE is notified that the offender(s) has been captured, FDLE will contact the appropriate parties to
cancel the alert. FHP then will notify its other offices of the cancellation.
13
G.O. 7.1C
XIII. GLOSSARY:
CLEAR SPEECH - Radio communication using only the English language.
QUALIFIED INTERPRETER – A professional who facilitates communication between deaf and hearing individuals.
This professional is able to interpret effectively, accurately, and impartially, both receptively and expressively, using any
necessary specialized vocabulary. The qualified interpreter has specialized training in interpreting from one language to
another for example, American Sign Language (ASL) to English and English to ASL. Simply knowing both sign
language and English does not qualify a person as an interpreter. The role of an interpreter is to accurately convey all
messages between the individuals involved in the communication setting.
INDEXING:
ALARMS, COMMUNICATIONS RESPONSE
COMMUNICATIONS ADMINISTRATION AND
OPERATION
EMERGENCY NOTIFICATION
FCIC FLORIDA CRIME INFORMATION CENTER
FEDERAL COMMUNICATIONS COMMISSION (FCC)
NCIC, NATIONAL CRIME INFORMATION CENTER
RADIO/TELEPHONE RECORDING
TACTICAL DISPATCH PLANS
TELETYPE
BLUE ALERT
DRAFTED:
GPP/July 2012 /Filed: Commun7.1
APPROVED:
Pete Pitocchelli, Chief Date: July 24, 2012
Tequesta, Florida
13