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The University of Vermont Department of Police Services Department Directive # SUP-301 CALEA Standards Subject: Communications 81.1.2, 81.2.1, 81....
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University of Vermont Department of Police Services Department Directive # SUP-301

CALEA Standards

Subject: Communications

81.1.2, 81.2.1, 81.2.2, 81.2.3, 81.2.4, 81.2.5, 81.2.6, 81.2.7, 81.2.8, 81.2.9, 81.2.10, 81.2.11, 81.2.13, 81.2.14, 81.3.1, 81.3.2, 81.3.3, 81.3.4

Rescinds All Previous Directives Effective Date: 2001/08/24

Issue Date: 2001/08/24 Reviewed/Revised Date: 2005/03/07

Purpose: To establish procedures to facilitate adherence to the stated policy. Policy: The University of Vermont Department of Police Services shall maintain a 24-hour a day Communications Center capable of satisfying the informational needs of the law enforcement community and the public and campus communities during normal activities and emergency situations. Because the Communications Center is often the first contact the public has with us, thereby setting the tone for our community relations, it is the policy of this department to continually strive to provide a high level of customer service through courtesy and professionalism. I.

Administration A.

UVM Police Services will conduct all radio operations in accordance with applicable Federal Communications Commission (FCC) procedures, requirements, and standards. (81.1.2)

B.

Under the FCC rules, it is unlawful to: 1.

Transmit superfluous signals or messages of a personal nature

Communications__________________________________________________________

II.

2.

Transmit false calls or distress signals

3.

Use profane, indecent, or obscene language

4.

Willfully damage or permit radio equipment to be damaged

5.

Cause unlawful or malicious interference with other radio communications

6.

Intercept and use or publish the contents of radio messages without expressed written permission of proper authorities

7.

Make unnecessary or unidentified transmissions

8.

Transmit without first making sure that the transmission will not cause harmful interference

9.

Make adjustments, repairs, or alterations whatsoever to radio transmitters without correct licenses

10.

Transmit call signals, letters, or numerals which have not been assigned

11.

Deny access to radio equipment if properly identified representatives of the FCC ask to inspect it at reasonable times

C.

The Communications Center shall be staffed by appropriately trained personnel twenty-four (24) hours a day, seven (7) days a week. All Communications Center employees will be trained by a certified Communications Training Officer (CTO) and will abide by all guidelines of training by the Vermont E-9-1-1 Board as required to maintain UVM’s 9-1-1 Public Safety Answering Point (PSAP) Waiver.

D.

The Communications Center falls under the command of the Communications Supervisor, who shall be responsible for such things as dispatcher scheduling, dispatcher training scheduling, and acquiring and maintaining equipment necessary for the proper functioning of the Communications Center.

Facility Security A.

The Communications Center is a restricted area. Only authorized personnel will be allowed in the center. The purpose for limiting access is to create a secure and appropriate area for communications personnel to carry out their duties in an efficient and effective manner. Authorized personnel are: (81.3.1 a)

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Communications__________________________________________________________

III.

1.

Communications personnel

2.

Sworn staff

3.

Service Officers staff

4.

Supervisory staff

5.

Administrative personnel

6.

Any person that supervisory staff or communications personnel admit to conduct business or to repair or maintain equipment within the center

B.

The on duty dispatcher has the authority to request/require other persons to leave the communications center if necessary.

C.

In order to ensure the safety of the Communications personnel and equipment, the door and windows will remain closed and secured when feasible and reasonable. (81.3.1 b)

D.

The radio antenna is located on top of the water tower, in a secured fenced in area, on Redstone Campus. Phone lines into UVM Police Services are buried underground. (81.3.1 d)

E.

Portable radios and phones that are not hooked into the in-house system shall be available at all times for communications personnel. (81.3.1 c)

F.

In order to provide non-interrupted emergency services a generator, which is set up to start automatically any time normal electrical power is interrupted, is maintained in a locked building. A documented test and inspection will be completed at least monthly by Service Operations to ensure its capability of providing continued power to the Communications Center emergency equipment in the event of a primary power source failure. The Communications Supervisor will test the UPS on the Communications equipment whenever the TEAC recorder disc is changed. (81.3.1 c) (81.3.2)

Communications Center Equipment A.

Radio Capability: The department shall maintain 24-hour two-way radio capability to provide continuous communication between the Communications Center and officers on duty. This is done with an ORBACOMM CRT-based communications console. This system is equipped with an instant playback feature for replaying radio transmissions on a selected channel. It includes radio frequencies for UVM Police, State Channel 2, UVM Transportation & Parking, UVM

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Communications__________________________________________________________ Rescue, UVM Physical Plant, Burlington Police and South Burlington Police. It also includes door access, paging capabilities and some alarms. The Motorola portable radios contain radio frequencies for all of the area police departments and for university departments. The portable radios also have an emergency button on them which, when pushed, will show the radio number on the Orbacom screen. All radio numbers match officers’ call sign numbers. Mobile radio units also contain area police departments’ and university departments’ frequencies. (81.2.3) (81.2.10) (81.3.4) B.

C.

D.

Telephone Access: The department shall maintain both a 24-hour, tollfree telephone number within our jurisdiction to receive calls for service, as well as a single emergency telephone number. (81.2.1) (81.2.2) 1.

Non-emergency calls may be placed by calling 656-3473.

2.

Emergency calls may be placed locally by dialing 9-1-1. UVM Police Services has received a PSAP waiver from the Vermont E 9-1-1 Board. Therefore, we are responsible for handling all 9-1-1 calls from our jurisdiction. Please refer to Department Directive #SUP-302 for complete 9-1-1 call taking protocol.

3.

The phone system is designed to separate emergency from nonemergency calls, significantly reducing the possibility for anyone calling in an emergency to get a busy signal. (81.3.3)

Telecommunications Device for the Deaf (TDD): The TDD is located in the Communications Center. It is connected to the main telephone lines, to include the dedicated 9-1-1 lines, by a Positron EXPRESS Workstation/Keyboard, which should automatically alert personnel to the presence of a TDD call (Baudot or ASCII). 1.

If a TDD coded call is not automatically detected and the answered call sounds like a computer, put the EXPRESS in the TDD mode and press F11 to verify that a TDD caller is on the line.

2.

If the EXPRESS verifies the presence of a TDD caller, you may type your response by using the keyboard or by selecting one of the EXPRESS pre-programmed messages. For a list of these messages, see the Operator Guide, pages 5 & 7. This guide is located near the keyboard in the Communications Center.

3.

Personnel will handle all calls in the same manner as all other calls for service or information.

Alarm Monitoring: The department shall maintain 24-hour monitoring of university fire, temperature, intrusion, panic, and trouble alarms from

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Communications__________________________________________________________ all buildings on campus, as well as pedestrian “blue light” alarms. This is done in cooperation with the university’s Physical Plant through various types of alarm panels and a computer all located in the Communications Center. E.

Computer Capability: The Communications Center has a computer which is used for University information on student housing, student schedules, telephone information, Cat Card information, building access, Champs system, and Internet use. The Center also maintains a computer aided dispatch (CAD) system. This computer also gives us access to the National Crime Information Center (NCIC), the Vermont Crime Information Center (VCIC), the National Law Enforcement Telecommunications System (NLETS), the Vermont Law Enforcement Telecommunications System (VLETS), the Vermont Incident Based Reporting System (VIBRS), and the Vermont Department of Motor Vehicles (DMV). (81.2.9)

F.

Recording Equipment: The department maintains two methods of recording telephone and radio transmissions. (81.2.8) 1.

The ORBACOMM radio system is equipped with instant playback, as is the Meridian phone system. These systems are non-secured, non-permanent, and are to be used for convenience by the on duty dispatcher.

2.

The TEAC recorder is for permanent storage of radio and telephone transmissions. Access to this recording system is limited to the department’s supervisory personnel. The on duty dispatcher does not have access to this system. a.

Data is stored on 640 MB disks, for a period of not less than one (1) year, except for all 9-1-1 calls, which by Vermont State Law must be stored for a period of no less than seven (7) years. This system is monitored by the supervisory staff for tape replacement. (81.2.8 a)

b.

The disks are maintained in the locked evidence room by the Administrative Lieutenant. (81.2.8 b)

c.

Any employee may request a copy of a tape from the Administrative Lieutenant, who shall review each request and provide a copy if the request meets the following criteria: i. ii.

Request from the Chief/Director Request from sworn personnel legitimately related to a criminal investigation

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Communications__________________________________________________________ iii. iv.

Request from any employee that involves matters of personal safety or internal discipline Request from supervisor for review for the purpose of quality control or training

As a general rule, information on the 24-hour tape is not considered public and is not for public disclosure. However, the Chief/Director or his/her designee can authorize release of information from a tape if it assists in an ongoing investigation. (81.2.8 c) G.

IV.

Communications Resources: Communications personnel shall have immediate access to the following at all times: 1.

The officer in charge via telephone, radio, or paging system; (81.2.6 a)

2.

A duty roster of all personnel currently on duty as well as a weekly schedule for all officers; (81.2.6 b)

3.

Home telephone numbers of all department personnel; (81.2.6 c)

4.

Visual maps of the university campus, Trinity campus, Ethan Allen campus, and the cities of Burlington and South Burlington; (81.2.6 d)

5.

Officer status indicators; (81.2.6 e)

6.

Phone books, lists of frequently called numbers, University Directory, UVM Cat’s Tale, as well as other resources designed to assist in procurement of external services; (81.2.6 f)

7.

Dispatching plans that include procedures for directing resources and obtaining information on crimes in progress, pursuits, and/or tactical operations. (81.2.6 g)

Dispatcher Responsibilities A.

Training and certification for the Communications Center personnel shall include, but not be limited to: 1.

Annual National Crime Information Center (NCIC) certification

2.

Vermont Enhanced 9-1-1 Board 40 hour call taker certification, with a 24 hour recertification course every three years

3.

Annual Cardio-Pulmonary Resuscitation (CPR) certification

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Communications__________________________________________________________

4. B.

Sixteen (16) hours of annual training

UVM Police Services is recognized as an after hours repository for any oncampus problems. Therefore, the on duty dispatcher must realize which university departments are available and responsible for after hours problems (i.e. Service Operations Support, Counseling Services, Telecommunications, Women’s Rape Crisis Center, CUSI, etc.). The Communications Center personnel’s responsibilities include, but are not limited to: 1.

Answering all incoming emergency and non-emergency calls

2.

Obtaining essential information and evaluating service needs

3.

Monitoring all alarm systems

4.

Dispatching police/service officers to calls for service

5.

Dispatching UVM Rescue for emergency medical response

6.

Notifying Burlington, South Burlington or Colchester Fire departments for fire response

7.

Notifying UVM Service Operations for maintenance issues

8.

Signing out building keys to UVM affiliates where appropriate

9.

Relaying information needed to officers in the field and obtaining information from field officers in a timely manner

10.

Use of all computer systems in the Communications Center

11.

Data entry, typing and reviewing of paperwork and general duties of the dispatcher for: i. ii. iii. iv. v. vi. vii. viii. ix. x.

Vermont Civil Violation Complaints (VCVC) Written Traffic Warnings University Violation Notices (UVN) Incident and case involvements in CAD (Aegis) Narrative and affidavit checks NIBRS conformity coding of incidents Entering bookings for arrests Copying/preparation of court cases Processing paperwork for supervisory approval Update/maintain Trespass book, court log, and building access lists

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Communications__________________________________________________________ xi. xii. xiii. xiv. xv. xvi. V.

Printing and filing of approved reports Completion of all fire and intrusion alarm paperwork that do not require an officer’s report Disposition status for cases Scanning of documents for incidents/cases Generating daily summary, mailing it to the police activity list serve, posting it in the Communications Center, and uploading the information to the department’s Web page Filing various tickets and paperwork

Incident/CFS Information Collection Procedures A.

Dispatchers need to elicit as much information as possible from each request for criminal and non-criminal service or self initiated activity in order to enhance the safety of the officer and to assist in anticipating conditions to be encountered at the scene. This should include: 1.

Date and time of the call/complaint/incident (81.2.4 b)

2.

Name, address, phone number, and date of birth of the complainant (81.2.4 c)

3.

Type of call being reported (81.2.4 d)

4.

Location of call being reported (81.2.4 e)

B.

The call information will be entered into CAD and a CAD CFS or incident report will be generated. This generation will result in a unique incident number being assigned electronically to the particular call. (81.2.4 a)

C.

The dispatcher will then assign and dispatch an officer to the call, as well as back up units if necessary. (81.2.4 f)

D.

The time of dispatch will be recorded by CAD. (81.2.4 g)

E.

The dispatcher will enter when the officer(s) arrive at the scene. (81.2.4 h)

F.

The dispatcher will enter information received by the officer(s) about the call for the incident log.

G.

The dispatcher will enter when the officer(s) return to service. (81.2.4 i)

H.

The dispatcher will enter the disposition code or continued status of the incident. (81.2.4 j)

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Communications__________________________________________________________ I.

VI.

The system shall be in compliance with NIBRS standards for reporting crime information to the FBI. (81.2.9)

Radio Communications Procedures A.

Radio communications shall be conducted in a professional and concise manner, making sure that correct and sufficient information is obtained and accurately transmitted. Transmissions should be as brief as possible, utilizing law enforcement terminology, the phonetic alphabet, and appropriate 10 codes. Use courtesy whenever communicating to and from officers, dispatchers, or while waiting for airtime. Phones should be used for lengthy transmissions of a non-emergency nature.

B.

All sworn, service and dispatch personnel will be assigned a unique radio call number. The Communications Center (headquarters) will be designated as “520.” The transmitting entity shall state their call number first and the recipient’s call number second. (i.e. “520 to 534” or “544 to 545”) All callers should receive acknowledgement from the recipient number before proceeding with their message, and the message should be verified as being received. (81.2.5 c)

C.

Circumstances requiring radio communications by field officers include: (81.2.5 a) 1.

to relay one’s status

2.

to request information

3.

to relay information

4.

to assist in the response to an incident

5.

any other communication directly related to the provision of law enforcement services

D.

The status of all on duty personnel shall be available from the Communications Center. The computer system shall indicate the status of all personnel and continually update their status as it changes. Therefore, all on duty personnel shall maintain radio contact with the dispatcher at all times during their tour of duty. (81.2.5 b)

E.

Personnel have the ability to communicate with other area police agencies via State channel 2 from their mobile and portable radios, as well as from the Communications Center. This channel is to be used for the sole purpose of conducting law enforcement related communications. All communications via State channel 2 will be announced by the agency

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Communications__________________________________________________________ and unit calling (i.e. “UVM 520 to Burlington PD on State channel 2”, or “UVM 548 to Winooski 908 on State channel 2”). (81.2.5 d) F.

Generally speaking, one officer shall be dispatched for non-emergency, non-criminal types of incidents, while two or more officers shall be dispatched for all higher priority calls, i.e. assaults, felony arrests, crimes in progress, fleeing suspect. Additionally, anytime the responding officer or a supervisor requests back-up assistance, such assistance shall be dispatched. (81.2.5 e)

G.

The following circumstances require the presence of an available supervisor at the scene of an incident for the purpose of assuming command: (81.2.5 f) 1.

Anytime a major incident has occurred.

2.

Anytime a supervisor is requested to respond by the responding officer(s).

The presence of a supervisor at any other incident shall be for the purpose of monitoring and assisting with the quality and delivery of law enforcement services, not for the purpose of assuming command.

VII.

Telephone Communications Procedures A.

Communications personnel will make every reasonable effort to respond to all incoming phone calls within three rings.

B.

All incoming calls will be handled as efficiently as possible and with courtesy and professionalism.

C.

Administrative lines will be answered as “UVM Police”. Communications personnel have the option of identifying themselves if they wish (i.e. Dispatcher _______), but will always give their name if it is requested by the caller.

D.

All 9-1-1 calls will be answered according to Department Directive #SUP301.

E.

Communications personnel will obtain the necessary information to determine how the call will be transferred, if necessary. When applicable, they will ask appropriate questions to obtain suspect information and assess officer safety hazards.

F.

Administrative calls for specific officers will be transferred to the responsible officer’s voice-mail box.

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Communications__________________________________________________________ G.

Administrative calls for supervisory staff will be transferred to the appropriate person’s extension, the caller will be announced to the supervisor, and the call transferred.

H.

The Communications Center will maintain a private non-recorded, nonlisted phone line for the use of on-duty personnel to conduct any personal phone calls when necessary.

VIII. Victim/Witness Calls for Information or Services A.

The Communications Center receives frequent calls from victims and witnesses requesting information or services. This may be the caller’s first contact with the police and proper handling of such calls is paramount to maintaining effective police-community relations. Under no circumstances should a victim/witness be responded to negatively. Therefore, the following procedures shall be observed when fielding such calls: 1.

2.

The dispatcher should attempt to judge the characteristics of the call to determine whether an emergency or non-emergency response is required. Characteristics of importance include, but are not limited to: (81.2.7 a) a.

tone of voice/demeanor of caller

b.

nature of the call

c.

whether the incident is in progress

d.

are there any injuries

e.

is there a threat of violence, injury, or death

f.

prior experience with the caller or suspects

g.

type of background noise, if any

Once the type of call has been characterized, and appropriate units have been dispatched, the dispatcher shall make reasonable attempts to inform the caller of the agency’s response. If no police response is necessary, appropriate referrals shall be made. (81.2.7 b)

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Communications__________________________________________________________ IX.

Emergency Messages (81.2.11) A.

X.

UVM Police Services will, on an emergency basis, attempt to locate staff members, faculty, or students for the purpose of delivering emergency messages. Student schedule files may be utilized for the purpose of physically locating a student while they are in a class. Dispatchers will determine if the request meets the criteria for an emergency: 1.

Life safety

2.

Serious illness/injury or death

3.

Request of another agency

4.

In the event person(s) making the request is unable to make contact via telephone

5.

If unable to make the determination, the dispatcher will notify a supervisor to decide if the message constitutes an emergency and should be delivered.

B.

In the case of an emergency notification, a CAD law incident will be generated with the concerned party’s information attached.

C.

Emergency messages directed to an on duty officer shall be relayed immediately via radio, telephone, or in person depending on the nature of the message.

Differential Police Response (81.2.14) A.

As time and resources permit, it shall be acceptable to take certain types of reports via telephone, in lieu of on scene response by an officer. These reports shall normally be restricted to those cases of a minor nature in which the possibility of locating witnesses or obtaining evidence at the scene is unlikely. Examples of this may be a late reported theft and the complainant is unable to meet with the officer when they call to report it.

B.

All felonies should be investigated in person.

C.

If there is any question as to whether a report should be taken via telephone, an officer should be dispatched to handle the complaint.

D.

Whenever a complainant requests to see an officer personally, all reasonable attempts shall be made to accommodate the request.

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Communications__________________________________________________________

XI.

E.

Citizens may make walk-in complaints at headquarters. The receiving officer may accept to take the report they feel can reasonably be resolved without an on scene response, or if necessary, they may respond to the scene for a follow-up investigation.

F.

If a crime report or incident is received by postal mail or e-mail, it will receive an initial contact for verification. If the contacting officer feels an incident report is needed, the officer shall initiate the report and handle the complaint.

Intrusion and Fire Alarm Procedures (81.2.13) A.

It is the policy of UVM Police Services to investigate all intrusion and fire alarms on the UVM campus. All other alarms (i.e. temperature and trouble alarms) will be referred to the university’s Service Operations department.

B.

Intrusion Alarms: 1.

Intrusion alarms will be received via the Honeywell, Ademco, SALCO, or Orbacomm monitoring systems.

2.

If staffing allows, two police units will be assigned to respond to an intrusion alarm.

3.

A CAD incident will be initiated for all intrusion alarms.

5.

If at any time an authorized university affiliate calls to advise the alarm was accidental, and the dispatcher is sure of the caller’s identity, then the dispatcher may cancel the responding units and note the details in the CAD log.

6.

If the building/room is found not secured by the responding units, then it shall be searched.

7.

If the building/room is found secure on arrival, or upon the conclusion of the search, the officer will attempt to reset the alarm. If there is a problem, UVM Service Operations will be requested to respond to fix the alarm problem.

8.

The dispatcher is responsible for the correct coding of the CAD incident, as well as completion of the narrative section of a nonemergency, non-criminal incident by detailing what the responding officer(s) found on their arrival. If the incident is of a criminal or emergency nature, then the primary officer is responsible for the narrative.

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Communications__________________________________________________________

C.

D.

Fire Alarms: 1.

Fire alarms will be received via the Honeywell or SALCO monitoring systems.

2.

If staffing allows, two police units will be dispatched as primary investigators of all fire alarms.

3.

South Burlington Fire Department requests immediate notification of a fire alarm in their jurisdiction, so that they may respond regardless of whether or not a fire is confirmed.

4.

Burlington Fire Department will be notified by the dispatcher if a fire is confirmed prior to the officer’s arrival, or upon the officer’s request when they arrive at the scene.

5.

A CAD incident will be started for all fire alarms.

6.

Upon finding the cause of the alarm, the officer will relay that information to the dispatcher for the CAD log.

7.

If there is no fire source found, the officer will attempt to reset the system. If there is a problem with resetting, UVM Service Operations will be notified to fix the problem.

8.

If the system has to be taken off line for repairs, the officer will notify hall staff and/or administration of that fact. SOS will advise the Communications Center when the system is back on line and the appropriate staff will be notified of that fact.

9.

The dispatcher is responsible for the correct coding of the CAD incident, as well as completion of the narrative for a non-criminal, non-emergency incident by detailing what the responding officers found upon their arrival. If the incident is of a criminal or emergency nature, the primary officer will complete the narrative.

Hold-Up/Intrusion/Panic Alarms: 1.

Procedures for the CAT Card Center intrusion alarm, the Point Bank hold-up/intrusion alarm, the Cashier’s hold-up/intrusion alarm, the Travel Center panic alarm, and the University Store vault intrusion alarm are all contained in the front of the Emergency Procedures book, located in the bookcase in the Communications Center.

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Communications__________________________________________________________ 2.

The Emergency Procedures book also contains alarm codes for various buildings on campus, as well as some contact persons and numbers.

By Order of the Chief/Director

______________________________________________ Gary J. Margolis, Ed.D.

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