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The University of North Carolina at Greensboro Police Department |
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| General Order 4-1.2 | Calls for Service | |
Calls for service are entered by telecommunicators and recorded in the Computer Aided Dispatch System (CAD). A unique call number is automatically assigned to each call for service by CAD. The current date and time are automatically generated when a call for service is entered. When answering a call for service, communications personnel shall request, and enter into CAD: the name and address of the complainant, the type of incident reported, the location of the incident reported, and an initial statement and/or notes describing the need for service.
Once the call for service has been entered into CAD, a primary unit is selected for dispatch by the telecommunicator, a secondary unit is assigned as needed. Once the telecommunicator dispatches unit(s) to a call for service, or the officer self-initiates, the time of dispatch is recorded for each individual unit. Any subsequent change to a unit's status (arrival on scene, in-custody, return to service, etc.), generated by either a telecommunicator or the officer, automatically time stamps the change with the current time. At the conclusion of the call for service, a disposition or status must be assigned in CAD by the telecommunicator.
A call guide has been established in CAD to standardize the method for handling calls for service. The implementation of the guide is intended to provide better service to the University by making the most effective and efficient use of personnel when prioritizing, dispatching, recording, and responding to calls for service. The call guide outlines the appropriate procedures for dispatching the call type reported and identifies three levels of call prioritization.
- Operations of the Communications Center
A telecommunicator will:- Follow uniform guidelines that will be used for the prioritization of calls for service.
- Handle reports of criminal activity, calls for service, and citizen requests in the timeliest, most efficient, and effective manner possible.
- Determine the type of assistance required and assign to appropriate personnel by established call criteria.
All incidents, in which a police officer's presence is required, will be given one of three priority levels.
- High Priority – Urgent: includes the following call types:
- Threat to Life, Serious Injury, Perception of Threat, or Fear
- Crimes against Persons (In Progress or Just Occurred)
- Injured Persons
- Accidents (Possible Personal Injury)
- Crimes against Property (In Progress)
- Accidents Involving Traffic Hazard
- Unusual Circumstances
- Medium Priority – Normal: Are not necessarily of an urgent nature; however, they should be dispatched as soon as possible. Calls in this category usually require fact gathering and result in a written report.
- Low Priority – Non-Emergency Response/ Telephone/or Routine Response: Includes any call for service in which a substantial delay in response would not have an adverse impact on a complainant or police investigation. This type of request can involve requests for information, directions, or complaints that can be handled by a routine officer response or over the phone, unless the caller requests an officer to respond. Calls of this nature may include the following:
- Parking Violations
- Communicating Threats
- Animal Related
- Disabled Vehicles
- Officer Initiated Calls
- Online Reports or Walk-In Complaints
A low or medium priority call may be upgraded to a higher priority level by a telecommunicator or supervisor based upon information received during the initial call, prior to a unit's arrival. A high priority call may be downgraded to a lower level priority based on information received from the reporting party during the initial call, prior to a unit's arrival. - Requests for assistance from outside agencies
- Incidents involving departmental employees, whether on or off duty
- Motor vehicle accidents involving police equipment or hazardous chemical or material spills
- Working fires, explosions, or natural gas emergencies
- Foot or vehicle pursuits
- Any potential hostage or barricaded subject situation
- Large scale disturbances, gang fights, large crowds, etc.
- Crimes in progress
- Fatalities
- Any incident involving massive property damage
- Any incidents involving serious crimes, injuries, or death that are related to the UNCG community, its students, faculty, or staff
- Any natural disaster (extreme flooding, tornado, hurricane, etc.)
- Any situation that might require additional manpower to be called in to assist shift coverage or serious administrative concerns that might affect operations
- Any situation that has drawn or is likely to draw media attention
- Victim/Witness Assistance
Telecommunicators will provide, as necessary, a response to request for information and/or assistance requested by victims and or witnesses who contact the police department. The assistance may be provided by the Criminal Investigation Unit or through information concerning referral services to callers in need of assistance beyond the scope of the UNCG Police Department.
Additional information concerning procedures, resources, and personnel responsibilities relative to victims or witnesses is provided in the Victim Assistance section of the UNCG Police General Orders Manual. - Emergency First Aid
UNCG Police Department personnel are not authorized to provide emergency first aid instructions over the telephone or radio. Employees shall maintain telephone contact with the caller until they are connected to Guilford Metro 911. The Telecommunicator will enter a call for service and dispatch officers accordingly. - Patrol Supervisor Responsibilities
Patrol supervisors are responsible for the management and efficient response of personnel during their tour of duty. This includes the planning, organizing, call management, and direction of personnel during their shift, with emphasis on community. Patrol supervisors will:- Monitor and maintain awareness of all radio communications
- Maintain a good working knowledge of the Online Reporting Program
- Be cognizant of calls for service that could fall in the alternative reporting program and reassign as needed
- Maintain awareness of pending calls for service for patrol officers and take appropriate action
- Monitor pending CAD calls to ensure timely response
- Upgrade or downgrade call for service priorities as necessary
The department is committed to prompt dispatch and response times to the campus community. The only exception to this rule is when all current resources are depleted by higher priority calls. Procedures for call taking and dispatch prioritization are outlined in the Communications Center Training Manual.
The telecommunicator will notify the on-duty supervisor for the following incidents and calls for service: