HomeMy WebLinkAboutAugusta-Richmond County 9-1-1 Center
Augusta Richmond GA
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Augusta-Richmond County
9-1-1 Center
POLIC
ANUAL
February 10,2000
Revision Date: 3/7/00
Augusta-Richmond County 911 Center Policy and Procedure Manual
Preface
A standard Policy and Procedure manual has been determined to be mandatory for the Augusta-
Richmond County Enhanced 911 system for reasons of consistency and efficiency in
communications operations, and to realize such benefits as:
. Ease of understanding.
. Elimination of errors.
. Minimum communications time.
. Development of a professional manner.
. Inter-agency cooperation.
There must be unfailing lines of communication between the public being served and those
elements providing the services required.
It was with these goals in mind that the development of this Policy and Procedure manual was
undertaken, with the full understanding that changes will be dictated by the products of time and
expenence.
The development of this manual attests not only to Augusta-Richmond County's recognition of
the importance of the communications/dispatch role in the field of public safety, but reflects the
commitment to provide the best possible service for the citizens of Augusta-Richmond County,
Georgia.
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1 Inter-Agency Cooperation
1.1 Purpose: With the advent of the Augusta-Richmond County 911 Communications
Center, there must be relentless cooperation from all agencies and departments
involved. To this end, the Director of the 911 Center has the ultimate responsibility
and authority regarding the day-to-day operation of the center.
1.2 Scope: There will be an agreement among all 911 Communications Center Agencies
with respect to the operation of the facility and the application and enforcement of this
manual. A Letter of Agreement will be completed by each Agency Head and kept on
file at the 911 Communications Center.
1.3 Policy structures, changes, or other managerial decisions regarding the coordination of
all emergency services provided through the 911 Center will be administrated by the
appointed 911 Advisory Board. The 911 Advisory Board will convene at least once
quarterly, and will consist of the following members or their designee:
. The Sheriff of Richmond County
. The Chief of the Augusta-Richmond County Fire Department
. The Chief of the Hephzibah Police Department
. The Chief of the Blythe Police Department
. The Emergency Management Agency Director
. The Augusta-Richmond County Administrator
. The Augusta-Richmond County Attorney
. The Local Emergency Medical Service Provider Director
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2 Organization
2.1 Purpose: If the maneuverability, experience and flexibility of control made possible
by today's utilization of personal public safety radios are to be translated in terms of an
efficient, coordinated team of professionals responding to the scene of an incident or
emergency, there must be unfailing lines of communications between the public being
served and those elements providing the services required. A well-organized, well-
disciplined communications system is the backbone of public safety, and a key position
within its operations is the role of the communications officer.
2.2 Conformance: Communications functions will be carried out in conformance with
Departmental Rules of Conduct, as well as FCC, NCIC, and GCIC Rules and
Regulations.
2.3 Non-conformance: Any member of the 911 Center who fails to abide by these policies
will be deemed to be in violation of this manual.
2.4 Definitions: The following definitions apply to positions within the 911 Center
2.4.1 Director: The appointed department head of the 911 Center with the responsibility to ensure
daily operations are carried out pursuant to the direction and policies of the 911 Advisory Board.
2.4.2 Assistant Director: The appointed assistant to the 911 Director who is responsible for the day-
to-day operations of the 911 Center and other duties as defined or assigned by the Director.
2.4.3 Training Coordinator: The coordinator to manage the training function of the 911 Center and
assist with personnel issues.
2.4.4 Communications Shift Supervisor: The supervisor assigned to each shift to ensure the
functional operations of the 911 Center.
2.4.5 Communication Officer: A person employed for the purposes of taking calls for service,
dispatching appropriate units to an incident and for other duties as defined or assigned.
2.4.6 Call Taker: A Communication Officer who is responding to a telephone call either via the
administrative phone lines or the 911 telephone lines.
2.4.7 Dispatcher: A Communication Officer who is responding to radio traffic or assigning a call for
service to units via the 800 MHz radio system talk groups.
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3 Departmental Organization
3.1 Administrative Responsibility: The administrative responsibilities ofthe 911 Center
rest primarily with the Director and Assistant Director of the Center, however, each
employee holding a supervisory position will be accountable for administrative
functions within the scope of their position. Commensurately, within policy guidelines
and legal constraints, they have the authority to coordinate, direct and assign personnel
and other allocated resources in achieving their range of organizational objectives. In
so doing they must perform the full range of administrative functions, relying upon
policy, direction, training and personal initiative to guide them and their staff in
achieving the high level of performance possible.
3.2 Change of Command: Upon a change of command the employee being replaced has a
duty to lend full assistance in making the transition as smooth and orderly as possible.
The transition should include information concerning unique problems of the command
and assistance in continuing community and professional contacts relative to the
command.
3.3 Chain of Command: To ensure unity of command, clearly defined lines of authority
have been drawn so that there exists a structural relationship between each employee
and the administrative staff. Employees must be aware of their relative position in the
organization, to whom they are immediately responsible, and those persons who are
accountable to them. Employees should make every effort to remain within the chain
of command and to keep their immediate supervisor informed of their activities, except
for issues of harassment, as provided in the Personnel Policies and Procedures.
3.4 Assignment of Rank: The number of ranking positions will be determined by the
organizational structure of the department. Ranked positions are defined as those
positions above the rank of Communication Officer. The position of Shift Supervisor
and Center Training Coordinator are positions that will be filled by the department
promotional process, except during the initial consolidation of the 911 Center. The
Director of the 911 Center will appoint the position of Assistant Director. The position
of Director will be filled by recommendation from the 911 Advisory Board to the
Augusta-Richmond County Commission and will be approved by vote of the
Commission.
3.5 Flexibility of Organization: The ability of the Department to make organizational
adjustments to meet changing needs is essential in obtaining the maximum benefit from
the expenditure of assigned resources. To ensure stability the basic structure should
not be changed in the absence of a demonstrated need or to satisfy temporary
requirements. There will be continuing staff inspections to ensure organizational needs
are being met and shift supervisors have the responsibility to maintain constant
evaluation of organizational needs.
3.6 Span of Control: To achieve effective direction, coordination and control, the number
of employees under the immediate control of a supervisor shall not be excessive.
Factors determining span of control will be:
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3.6.1 The ability of the supervisor;
3.6.2 Complexity of the task to be performed by the subordinates;
3.7 Authority and Responsibility: To achieve effective direction, coordination and
control, responsibility and accompanying authority are delegated through the change of
command. All department personnel shall be given the authority to effectively
complete their duties and functions.
3.8 Written Directive System: It is the policy of the Augusta-Richmond County 911
Center that all employees have input into the goals and objectives of the department.
The Policy and Procedures manual shall function as a working framework by which the
department shall operate.
3.9 Responsibility and Distribution: Copies of the Policy and Procedure Manual shall be
issued to all personnel of the department, but the manual remains property of the
department. Each employee is responsible for the maintenance, care and updating of
this manual. Additions, deletions or revisions of this manual will be distributed via the
shift supervisor and each employee will acknowledge receipt by initialing the
distribution record. The completed distribution record will be maintained in the office
of the Assistant Director.
3.10 Written Directives: Written directives will govern activities conducted by this
department. These include policies, procedures, rules and regulations, orders,
personnel orders, special orders, memorandum and lesson plans approved for use
during training.
3.10.1 Definitions: The following are defmitions of the types of written directives in use by this
department.
3.10.1.1 Orders: Permanent directives concerned with policy, rules and regulations, and procedures affecting
more than one organizational component.
3.10.1.2 Personnel Orders: Orders for assignment, transfer, or change of status of personnel within the 911
Center.
3.10.1.3 Special Orders: Orders that affect only a specific segment of the department, or a statement of policy
or procedure regarding a specific circumstance or event that is of a temporary nature.
3.10.1.4 Memorandum: Internal directive which may convey an order, generally used to clarify or inform.
3.10.1.5 Policy: A directive that is a broad statement of agency principles and do not usually establish fIXed
rules or set procedures, but provide aframeworkfor development of procedures and rules and regulations.
3.10.1.6 Procedures: A written directive that is a guideline for carrying out agency activities.
3.10.1.7 Rules and Regulations: Written directives that establish standards of conduct or action such conduct
or action being mandatory.
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3.11 Staff Meetings: Staff Meetings are encouraged at all levels of the department to
enhance direction and communication. Shift Supervisors are responsible for
determining the need for such meetings as well as scheduling and conducting the
meeting.
3.12 Amendment of Policy: The authority to amend the Policy and Procedures Manual or
Rules and Regulations is vested in the "911 Advisory Board" and will be approved by
the Augusta-Richmond County Commission as required. Amendments will be in
compliance with overriding State and Federal laws, and with applicable Federal Court
and executive orders.
3.13 Organizational Chart: The below is the current Organizational Structure of the
Augusta-Richmond County E-911 Center.
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4 Personnel
4.1 Purpose: To establish regulations regarding hiring, promotion and transfers.
4.2 Policy Statement: It is the policy of the Augusta-Richmond County 911 Center to
adhere to all standards, policies and procedures regarding personnel as established by
the Augusta-Richmond County Personnel Policy and Procedures Manual
4.3 Employment Process: It is the intent of the Augusta-Richmond County 911 Center to
attract qualified applicants and will adhere to all approved recruiting purposes to help
achieve this goal.
4.4 Selection for Employment: New employees will be selected based on merit and
fitness for the position and all applicants will receive a bona fide consideration
provided they comply with applicable requirements. Any person considered for
employ with the 911 Center must meet the following minimum requirements as
established by the Georgia Peace Officer Standards and Training Council and by
Georgia Law.
4.4.1 Be at least 18 years of age.
4.4.2 Be a citizen of the United States
4.4.3 Have a High School Diploma or recognized equivalent.
4.4.4 Not have been convicted by any state or by the Federal Government or any crime for which the
punishment could have been imprisonment in a Federal or State prison or institution; nor have
been convicted of sufficient misdemeanors to establish a pattern of disregard for the law,
provided that, for purposes of this paragraph, violations of traffic laws and other offenses
involving the operation of motor vehicles when the applicant has received a pardon shall not be
considered.
4.4.5 Be fingerprinted and a search made of local, state, and national fmgerprint files to disclose any
criminal record.
4.4.6 Possess good moral character as determined by department investigation.
4.4.7 Have an oral interview to detennine the applicant's appearance, background and ability to
communicate.
4.5 Application Requirements: The following documents must be submitted. The
original must be available for review, however copies must be included with the
application.
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4.5.1 DD2l4 (if applicable)
4.5.2 High School Diploma or GED Certificate
4.5.3 Birth certificate
4.5.4 Social Security Card
4.5.5 Valid Driver's License
4.5.6 Copies of other documents that may support the candidate's qualifications.
4.5.7 Signed consent for a criminal history check and driver's history check
4.6 Application Process: All applications will be obtained and submitted through the
Augusta-Richmond County Human Resources Department in accordance with current
policy. Copies ofthe aforementioned documents will be provided to the Director ofthe
Augusta-Richmond County 911 Center.
4.7 All applicants will be reviewed; a background investigation completed using criminal
history, driving record and previous employer statements and information.
4.8 Applicants determined eligible upon conclusion of the background investigation will be
scheduled for an interview with members of the Supervisory Staff of the Augusta-
Richmond County 911 Center.
4.9 Applicants chosen from the interview will be given a pre-employment examination that
the applicant must pass.
4.10 Upon successfully completing all phases of this process the applicant will be
considered for employment with the Augusta-Richmond County 911 Center after
completion of physical examinations and drug screens as established under the
Augusta-Richmond County Personnel Policies and Procedures Manual. (Due to the
nature of the job, each physical will include a hearing test.)
4.11 Probationary Requirements: All initial appointments for employment, promotion,
transfer, or other change of status shall be probationary for a period of twelve (12)
months.
4.12 Supervisory Responsibility: Every member of management has a special
responsibility to make certain that every employee is treated equally and fairly; all
policies, working conditions and facilities will be examined to make certain that no
discrimination practices exist. Prompt action will be taken to correct any deficiency
noted and every effort will be made to settle problems at the lowest level.
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4.13 Shift Assignment: The shift schedule for the Augusta-Richmond County 911 Center is
currently a 12-hour fixed shift concept. Personnel desiring a change in shift will
submit a request in writing to the Assistant Director through their shift supervisor.
4.14 Overtime Hours: Employees who are scheduled to work in excess of forty hours
during a seven day week will be compensated at one and one half times their normal
rate of pay. All overtime hours must be approved by the Director prior to authorization
of such hours.
4.15 Holiday: Holidays will be paid in the form of compensatory time on a hour for hour
rate. The Augusta-Richmond County Personnel Policy Manual establishes ten (10)
holidays each year. The employees employed as of January 1 of each year will be
given ten holidays for the year. Employees employed after January 1 of the calendar
year will be given holiday credit for the holidays remaining. I.E. Employees hired in
February will not be given Martin Luther King Day as a holiday.
4.16 Career Advancement: This department recognizes that employees need to advance
within their chosen career path. In order to facilitate advancement and opportunity, this
department has established the Law Enforcement, Fire, EMD and CTO levels of
certification requiring specific performance standards, training, and certification levels.
Employees may, and are encouraged to, design their own advancement path based on
their goals and abilities at the time. Upon confirmation of completion of a level of
certification, the Director can award a 2.5% increase in pay.
4.16.1 Law Enforcement Dispatch Certification: This level will be awarded once the employee
achieves the following training and standards:
4.16.1.1 Satisfactorily completed their probationary period.
4.16.1.2 Has received their State Certification as a Basic Communication Officer.
4.16.1.3 Has completed the "Americans with Disabilities Act" Training Course as offered by the Georgia Police
Academy.
4.16.1.4 Has completed the "Domestic Violence" Training Course as offered by the Georgia Police Academy.
4.16.1.5 Has completed the "Crisis Intervention" Training Course as offered by the Georgia Police Academy.
4.16.1.6 Has a valid C.P.R. Certification Card.
4.16.1. 7 Has demonstrated the ability to dispatch "solo" on a Precinct Level Talk Group for at least 90 days.
4.16.2Fire Dispatch Certification: This level will be awarded once the employee achieves the
following training and standards:
4.16.2.1 Has satisfactorily completed their probationary period.
4.16.2.2 Has received their State Certification as a Basic Communication Officer.
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4.16.2.3 Has completed the "Americans with Disabilities Act" Training Course as offered by the Georgia Police
Academy.
4.16.2.4 Has completed the "Hazardous Materials" Training Course as offered by the Georgia Police Academy.
4.16.2.5 Has completed the "Incident Command" Training Course as offered by the Georgia Police Academy.
4.16.2.6 Has completed the "Fire Dispatch" Training Course that meets or exceeds the standards established by
APCO or the National Fire Academy.
4.16.2.7 Has a valid C.P.R. Certification Card
4.16.2.8 Has demonstrated the ability to dispatch "solo" on a Fire Console for at least 90 days.
4.16.3 Medical Dispatch Certification: This level will be awarded once the employee achieves the
following training and standards:
4.16.3.1 Has satisfactorily completed their probationary period.
4.16.3.2 Has received their State Certification as a Basic Communication Officer.
4.16.3.3 Has completed the "Americans with Disabilities Act" Training Course as offered by the Georgia Police
Academy.
4.16.3.4 Has completed the "Crisis Intervention" Training Course as offered by the Georgia Police Academy.
4.16.3.5 Has completed the "Emergency Medical Dispatch" Training Course that meets or exceeds the
standards established by APCO.
4.16.3.6 Has a valid C.P.R. Certification Card.
4.16.4 Communication Training Officer: This level of certification will be awarded to any employee
who:
4.16.4.1 Has completed all three certification levels as outline above; and
4.16.4.2 Has completed the "Communication Training Officer" Course that meets or exceeds the standards
established by APCD.
4.17 Promotion Procedure Requirements
4.17.1 Vacancies: When a shift supervisor position becomes vacant, the vacancy will be filled in
accordance with the Augusta-Richmond County Personnel Policy Manual.
4.18 Training Requirements for Supervisors: Persons, who as of March 4,2000, that are
serving in a job classification above Communication Officer I or II will have twenty-
four (24) months to acquire the necessary training to become Certified as outlined in
this section. This will exclude "Communication Training Officer" Certification. The
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employees appointed as the Assistant Director and the Training Coordinator must also
complete the "Communication Training Officer" Certification.
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5 DISCIPLINE ADMINISTRATION
5.1 Policy Statement: The Augusta-Richmond County 911 Center encourages to the
fullest degree employee behavior that is positive and supportive of its goals. The
Department recognizes the need for progressive disciplinary action when the
employee's conduct and job performance are inconsistent with the Departments
Policies, Procedures, Orders or Rules and Regulations. Disciplinary action will be
taken as provided in the Personnel Policies and Procedures Manual.
5.2 Generally discipline will be dealt with using a progression of actions. Exception to this
progressive system will be made in cases of serious misconduct. In certain situations,
demotion may be used in progressive discipline administration.
5.3 This policy will apply only to employees who have successfully completed the
probation period. Probationary employees shall be disciplined in a manner deemed
appropriate by the Director of the 911 Center.
5.4 Responsibility: It is the responsibility of the Director and Assistant Director to
provide direction to the first line supervisors in the formulation of conduct and job
performance standards and the administration of discipline. It is the responsibility of
the first line supervisors to monitor, evaluate and document the conduct and job
performance of employees under their supervision.
5.5 Grievances: If an employee is in disagreement as to the disciplinary action taken in
their individual case and the action was taken by a supervisor or by the Director, the
following procedures apply.
5.5.1 Discipline by a first line supervisor will be first appealed to the Director. Within five (5) days of
the notice of appeal, the Director will hold a review with the employee and the supervisor. In the
event a satisfactory resolution cannot be reached during this review, the employee can appeal to
County Administrator or designee. The final appeal will be with the "911 Advisory Committee
Review Board".
5.5.2 Discipline by the Director of911 will be appealed to the "911 Advisory Committee Review
Board". This Board will consist of the following members:
5.5.2.1 Representative from the Sheriff's Department
5.5.2.2 Representative from the Fire Department
5.5.2.3 Representative from the Local EMS Provider
5.5.2.4
5.5.3 The appeal will be reviewed at the next regular meeting of the "911 Advisory Board Review
Committee", or the Director may request a special meeting of the "911 Advisory Board Review
Committee" be convened to address the matter.
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5.6 . Reserved.
5.7 Inquiry/Allegation Investigative Procedures: Any reports of misconduct or
improper actions or procedures by employees of the 911 Center will be reported on an
Inquiry/Allegation Form. The Supervisor or Acting Supervisor on duty will complete
the form at the time the Inquiry or Allegation is received.
5.7.1 Where investigations are handled on the line level, status reports will be submitted to the
Director weekly. Third party complainants will be notified as to the status of the investigation
bi-weekly. Findings and recommendations will be submitted to the Director within thirty (30)
days after the complaint is received.
5.7.2 Employees will be given a reasonable time to prepare for any departmental hearings or for
responses to Inquiries or Allegations of Misconduct. This time shall not exceed ten (10) days
except upon approval of the Director.
5.7.3 These rights do not apply to temporary or probationary employees since the employment is
tentative and the restricted employment does not amount to a property interest in continued
employment sufficient to trigger constitutional protection.
5.7.4 Any employee who fails to comply with any order during an internal investigation, interview or
hearing will be subject to a charge of insubordination, and shall be subject to disciplinary action
that may include tenrunation.
5.7.5 Closing Investigations: All investigations will be closed in accordance with the following
dispositions:
5.7.5.1 Sustained/Disciplinary Action Recommended: The facts of the case support the allegation and discipline
is required.
5.7.5.2 Sustained/No Disciplinary Action Taken: The facts of the case support the allegation; however, the
employee's actions were justifiable under the circumstances.
5.7.5.3 Unsubstantiated: There is No Complainant, or the Complainant fails to pursue the complaint; there is
insufficient evidence to support the elements of the violation; the complainant withdraws the complaint.
5.7.5.4 Unfounded: The allegation is false; no misconduct found.
5.7.5.5 Miscollduct/Not Based 011 the Complaint: Substantiated misconduct, however, the misconduct is not as
alleged in the original complaint but disclosed as a result of the investigation. Disciplinary action mayor
may not be recommended or imposed.
5.7.6 Individual Privacy: All internal investigations will be kept in strict confidence and will not be
discussed by any person except as required by the investigator or Director. The results of
disciplinary action shall not be disclosed to any person other than the employee, the employee's
immediate supervisor, the Assistant Director, the Director or others as may be required by law.
5.7.7 Disclosure of Information: In accordance with federal and state law, closed investigations and
disciplinary actions may be released in compliance with a request made under the Open Records
Act.
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5.8 Additional Actions: The administration of discipline in the forms already defined in
this manual does not preclude the additional effort to improve the employee's
performance or job conduct. Techniques such as specialized or remedial training
classes, Employee Assistance Program referral, special performance evaluations,
extension of or application of probationary status, etc., may be used. These actions
may be taken or recommended at any stage of the disciplinary process and may be in
conjunction with actions previously defined.
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6 Personnel Roles/Chain of Command
6.1 Role of the 911 Assistant Director:
6.1.1 The Director will assign the Assistant Director.
6.1.2 The Assistant Director will be responsible for the day to day operation of the Center, and shall be
the contact person for all shift supervisors and other personnel of the 911 Communications
Center.
6.1.3 The Assistant Director will oversee the maintenance and care of all E-911 owned equipment.
6.1.4 The Assistant Director will be responsible for the coordination of all E-911 equipment needs.
6.1.5 The Assistant Director will assume the duties of the Director in the Director's absence.
6.2 Role of the 911 Training Coordinator:
6.2.1 The Training Coordinator will ensure all new employees receive training in the various functions
of the Center
6.2.2 The Training Coordinator will schedule Basic Communication Officer training; schedule and
certify training received for Career Path Development Program.
6.2.3 The Training Coordinator will assist in the background review of applicants and will schedule
activities related to pre-employment processing.
6.2.4 The Training Coordinator will assume the duties of the Assistant Director in the Assistant
Director's absence.
6.2.5 Other duties as assigned by the Director
6.3 Role of the 911 Communications Shift Supervisor
6.3.1 There will be one "duty" supervisor assigned to each shift at the 911 Communications Center
6.3.2 The shift supervisor will be responsible for shift operations of the Center.
6.3.3 Reports of equipment malfunction/failure will be made immediately to the shift supervisor for
appropriate action.
6.3.4 Problems that arise with respect to the overall performance of the Center will be brought to the
attention of the shift supervisor, regardless of the agency involved.
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6.3.5 The shift supervisor will submit a written report to the Assistant Director whenever there is an
action taken or required regarding the malfunction/failure of E-9ll equipment. If the matter is of
a serious nature, the Shift Supervisor will notify the Assistant Director immediately.
6.3.6 The shift supervisor will submit a written report to the Assistant Director whenever there is a
problem, situation, or incident involving any member of the Conununications Center, regardless
of the agency. If the matter is of a serious nature, the Shift Supervisor will notify the Assistant
Director inunediately
6.4 Role of the Communication Officer as a Call Taker
6.4.1 The term "call taker" refers to the conununications center operator answering incoming
telephone lines, to include E-9ll and business line calls. This position plays a front line role in
the dissemination of information as received at the center. It is of the utmost importance that the
call taker maintains a professional demeanor when dealing with the members of the conununity,
as this contact may very well be the caller's rust contact with a public safety agency.
6.4.2 The following procedure will be followed by all call takers when answering complaints or calls
for service:
6.4.2.1 Information (as outlined in the following sections) will be recorded on the appropriate form.
6.4.2.2 Once complete, the call taker will relay this information without hesitation to the appropriate
communications officer (i.e., fire calls to fire dispatch, EMS calls to EMS dispatch, etc.).
6.4.2.3 It is the duty of all call takers to become familiar with this manual, with particular attention paid to the
sections on telephone technique, complaint handling, and any other pertinent sections.
6.4.2.4All employees will answer all business, emergency and other similar calls within three (3) rings. Failure
to do so without just cause may result in disciplinary action.
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7 Role of the Communications Officer
7.1 The terms "dispatcher," "radio operator," and "communications specialist" are
synonymous, and normally refer to the persons operating base or fixed communications
equipment. For ease of understanding and purposes of procedural enforcement, this
person will be referred to as a "Communications Officer. "
7.2 The dictionary tells us that a dispatcher is one who sends out vehicles to a particular
destination. While the essence of the dispatcher position is to receive requests for help,
and to arrange for getting the kinds of people and equipment that the situation requires
to where they are needed, our communications officers are responsible for many things.
The communications officer with the Augusta-Richmond County E-911 Center will:
7.2.1 Operate/monitor all radio communications over the base station console for the Augusta-
Richmond County Sheriffs and Fire Departments.
7.2.2 Receive notification of emergencies or calls for assistance from individual citizens and public
safety units.
7.2.3 Answer incoming calls on the 9-1-1 system and follow through with the appropriate action
(transfer, dispatch, etc.).
7.2.4 Evaluate the situation by requesting additional information from the caller.
7.2.5 Based upon the information received, the nature of the call and the operator's knowledge or
experience, make the decision and dispatch the appropriate equipment and personnel to cope
with the situation.
7.2.6 Convey any additional information to the units responding which will better enable them to cope
with the situation upon arrival.
7.2.7 Answer all other telephones, operate/monitor the ALl, and perform other such duties as required.
7.2.8 Monitor the traffic on all other available frequencies and take appropriate actions when required.
7.2.9 Become familiar with the organization and communications capabilities of cooperating agencies,
and the applicable rules and regulations of the FCC.
7.2.10Maintain, or cause to be maintained in good working order, all equipment that they are
required/authorized to operate or monitor.
7.2.11 Guide vehicles to the scene of the emergency, and help them avoid traffic problems.
7.2.12 Advise other agencies or mobile units of the presence of other emergency vehicles responding to
the emergency scene.
7.2.13 Maintain current and accurate files, logs, rosters or records as required.
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7.2.14 Maintain road/business files, and update same, as necessary.
7.2.15Become thoroughly familiar with the contents of this Standard Operating Procedures Manual,
and will be held accountable for deviations from the same.
7.2.16In performing the above duties, as well as others, communications officers must assume
responsibilities and use their own initiative. Not all procedures can be written down. The
communications officers are not merely conduits of information. They are controllers and
managers of the law enforcement agencies, fIre departments, emergency medical services, and
other community resources, available for any emergency or incident.
7.2.17 The communications officer's position is one of control, and they are expected to promote an
orderly and legal operating procedure. The communications officer can do more by example
than any classroom session. Those with whom they have contact will copy the communications
officer's procedure, good or bad, unconsciously.
7.3 Employees will answer all incoming radio transmissions immediately. Any
inexcusable deviation from this may result in disciplinary action.
7.4 Radio Operator's License Requirements
7.5 It is the responsibility of Augusta-Richmond County to assure that the communications
system is operated in accordance with Federal Communications Commission rules and
regulations. While no operator's license is required for public safety dispatching
duties, the FCC does require that any person operating a radio transmitter be familiar
with its rules and regulations. A copy of the FCC rules and regulations are on file in
the 9-1-1 Center.
7.6 Summary of Basic Qualifications for Communications Officers
7.6.1 The ability to speak clearly and distinctly at all times;
7.6.2 The ability to reduce rambling and disconnected material into concise and accurate messages;
7.6.3 The ability to think and act promptly in emergencies;
7.6.4 The ability to analyze a situation accurately and to take or suggest an effective course of action;
7.6.5 A thorough understanding of the capabilities and limitations of the communications system, and
a working knowledge of cooperating systems;
7.6.6 An adequate understanding of the technical operation of the system to allow intelligent reporting
of equipment failures;
7.6.7 A physical and mental ability to work effectively under all conditions encountered;
7.6.8 Knowledge of the FCC Rules and Regulations applying to operators' responsibilities. A copy of
these rules is on file in the 9-1-1 Center.
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7.7 Telecommunications Equipment
7.7.1 Augusta-Richmond County is part of the telecommunications system that enables citizens to
communicate their needs for assistance, and guarantees that their needs will be quickly met. As
an E-911 communications officer, you are a vital link in the telecommunications system. An
integral part of your job is the proper operation of the various types of telecommunications
equipment which enables you to receive calls, make calls, and provides you with the information
needed in order to perform your job of coordinating and managing equipment, personnel and
facilities.
7.8 Microphone Headset
7.8.1 Utilization ofa microphone headset serves to increase the clarity of transmissions by reducing
background noises such as telephone, computer, and conversation.
7.8.2 The microphone headset can also be utilized with the telephones, with similar advantages.
7.8.3 Use of the microphone headset is mandatory, with the exception of equipment failure or some
other equipment related problem, or during electrical storms whereby the wearing of the headset
could result in injury to the employee.
7.9 Equipment and Area Maintenance
7.10 The Augusta-Richmond County E-911 Center was designed to provide an adequate
facility with the equipment and resources necessary for accomplishing the centralized
direction, control and coordination needed during all phases of emergency operations.
This cannot be done if the equipment is not properly functioning or maintained.
7.11 Equipment Failures: Any equipment that is not working properly will be reported to
the shift supervisor, and, if necessary, to those responsible for performing such repairs
to the equipment involved. This will be done as soon as an equipment
malfunction/failure is known to exist.
7.11.1 The only equipment adjustments which communications officers are authorized to make are
those that can be made from the outside of the equipment, i.e., volume level controls, changing
tapes, adding paper, etc. Communications Officers will not open panels or otherwise access any
electronics.
7.11.2 Radio equipment malfunctions that necessitate immediate attention should be referred to
Communication Services of Augusta (CSA) at (706) 737-0272.
7.11.3 All equipment purchased by E-911 funds is deemed to be the property of the Richmond County
Sheriffs Department, who by law must oversee the E-911 services. As such, any equipment
failure problems or damage must be reported to the 911 Communications Shift Supervisor.
7.12 Area Maintenance: Communications officers must remember that they are on display,
not only to their fellow employees, but to members of the public as well. Due to the
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necessity of working closely with one's fellow employees and the fact that the
communications function is an around-the-clock operation, high standards of personal
hygiene and good housekeeping must be maintained. Each officer will ensure the
following:
7.12.1 There will be no smoking within the building structure of the communications center.
7.12.2 The communications center area is kept clean and free of debris.
7.12.3 No food or open containers of liquid are allowed on or near any console in the communications
center. Consumption of meals will be in the break area; however, an allowance will be made for
sealed/closed containers of beverages in the communications center.
7.12.4 All used materials are discarded or cleaned from the break area(s).
7.12.5 All reference/resource materials, directories, manuals, files, notes, etc., are returned to their
proper places.
7.12.6The E-911 Center housekeeping staff performs their routine tasks, and is notified as to any needs
. by the communications officers as they arise with respect to the cleanliness of the Center.
7.13 Tape Recorded Communications
7.13.1 Concept of Operation: Recording devices that monitor the telephone, radio, and other
communications devices serve a variety of purposes. Most important, the recordings provide a
form of a station record as required by FCC Rules and Regulations, as well as providing for an
additional margin of protection for mobile/field units and communications center personnel.
7.13.2 Operating/Playback Procedures: The unauthorized dissemination of recorded radio and
telephone conversations could create a serious breach of security and confidentiality. It could
also result in violations of civil and/or criminal law. As a consequence, the following procedure
will be followed concerning the playback of recorded communications:
7.13.2.1 Recorded radio and telephone communications will not be played back for anyone without the
authorization of the Director or his designee.
7.13.2.2 When an emergency call comes in on a regular telephone line, a 9-1-1 line, or a radio channel, the
communications officer will have the authority to playback the communication immediately in the event
that the original transmission was garbled or otherwise not clearly understood. Playing back calls on the
Call Checks will be done solely for the purpose of double-checking information on official calls. Personal
calls will not be replayed. When playing back a call, the volume should not be so loud that it disturbs
others in the Communications Center.
7.13.3 No tapes are to be reproduced or released for any reason without the permission of the Director.
7.13.4Maintenance: All communications center personnel will become thoroughly familiar with the
reset procedures for the recorders, should temporary power failures, etc. necessitate resetting the
equipment.
7.13.4.1 Equipment problems will be immediately reported to the appropriate contact.
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7.13.4.2 Overall maintenance of the equipment and supplies for recording (above) will be the responsibility of
the 9// Communications Assistant Director.
7.14 Telephone Techniques
7.14.1 Concept of Operation: This section is devoted to telephone techniques used in emergency
communications. Since the general public's dependence upon the telephone is so significant, the
communications officer must be aware of its importance. The telephone is the most available
and, therefore, the most important means of access that the citizen has of obtaining the services
provided by Augusta-Richmond County. It is the primary link between professional and
nonprofessional communications. The telephone is the fundamental method of communications
within a department and is the chief means of informal or other contact between departments.
7.14.2 User Techniques: When you lift the receiver of your telephone, you are about to meet someone.
Remember that this conversation should be the same as a face-to-face visit, and that you are
representing Augusta-Richmond County.
7.14.3 Answer the telephone promptly. Treat each call as an emergency. Place yourself in the position
of the caller, who may be ill or suffering from fear or panic. All calls should be answered within
three rings.
7.14.4Do not put a caller on hold without first ascertaining that the call is not an emergency.
Emergency calls should never be placed on hold.
7.14.5 Identify yourself on all business line calls. This ensures the caller that he or she has placed the
call properly and calms the party who may require assistance.
7.14.6Speak directly into the mouthpiece. This ensures that you will be properly understood and will
not waste time in repeating information. Speak clearly, in a normal tone of voice.
7.14.7 Observe telephone courtesy. A calm, competent, decisive voice that is courteous will never
antagonize the caller. A void debates or arguments. Do not return negative comments with the
same. Avoid an unprofessional attitude at all times.
7.14.8Take charge. The communications officer should always be in charge of the conversation. After
the initial exchange, lead the caller into meaningful context by asking questions as to whom,
what, where, and when.
7.14.9 Take all information in writing. Never leave anything to memory, and consider that it is your
responsibility to understand the caller, for he or she will always assume that you have
understood.
7.14.10 Explain delays to the caller. You may have to call the party back, depending on the
circmnstances. This should be explained in a courteous manner.
7.14.11 Avoid the use ofiargon. Do not speak in "police code," or use other slang. Proper use of the
English language is encouraged.
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7.14.12 Show interest. Let the person calling know that you are interested in his or her problem. The
caller has or needs information, assistance, or a service, and should be given your undivided
attention.
7.14.13 Try to visualize the caller. The telephone can be an impersonal contact with another person,
lending one to be curt, discourteous, and even-tempered.
7.14.14 Terminate calls positively and courteously.
7.14.15 Make sure that the information gets to the proper person. Never give the caller
misinformation. If you do not have the correct information for the caller, refer him or her to the
appropriate party. If requested information is not immediately available, obtain the name and
number of the caller for a return call.
7.14.16 Place and receive your own calls. This provides far better harmony with the citizen than
letting someone else do the calling. Communications officers will not place routine calls for
public safety personnel that would be better served placing the call themselves.
7.14.17 The communications officers will not handle personal telephone calls for public safety
personnel.
7.14.18 List frequently called numbers. Place such numbers as well as all other important information
within view of the operating position(s).
7.14.19 Communications officers on personal telephone calls will place their caller on hold when the
9-1-1 or other business lines have incoming calls, and assist others officers in the
communications center when necessary. Personnel telephone calls should be kept to a minimum,
lasting no longer than three (3) minutes.
7.15 Base Station Radio Techniques
7.15.1 Concept of Operation: Augusta-Richmond County 911 radio base stations are licensed primarily
to intercommunicate with its mobile/field units, and secondarily, licensed to intercommunicate
with other public safety departments/agencies.
7.15.2 Purpose: The Augusta-Richmond County 911 radio system is to dispatch messages and related
information pertaining to the official business of its licensed public safety function, to and
between, the base and the mobile/field units. The departments served by the Augusta-Richmond
County 911 are known as the "User" or licensee, for FCC purposes.
7.15.3 The preceding statement should cause all base station operators to be urgently aware of the
importance of their position, and to know that the proper discharge of their duties can only be
accomplished by monitoring their position. An operator must operate, no more, no less!
7.15.4 The foundation of a good communications officer rests upon reliability and promptness. The
simplicity of this statement is disarming when put into practice. Only an experienced
communications officer can meet the rigid demands of "reliability and promptness."
7 .15.5 Reliability should never be sacrificed for speed, yet speed is of equal importance. Learning and
applying the techniques in this manual will help to improve both speed and reliability.
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7.16 Base Station Requirements: Communications officers are governed by the rules,
policies, and procedures of their respective departments (Augusta-Richmond County
Sheriffs and Fire Departments, University Hospital Ambulance Service, etc.), as well
as by the Rules and Regulations of the FCC.
7.16.1 A communications officer employed by a public safety department/agency is not required to be
licensed by the FCC, but must understand that their department is responsible to the FCC for his
or her communications activities.
7.16.2 A communications officer, whether or not licensed, has the right to protect him/herself
concerning their communication activities. In so doing, they have the duty to advise their
supervisor of any message that they have been requested to perform, which in their considered
opinion may reasonably cause a violation of the Rules and Regulations of the FCC. Such advice
should be pre-offered with the tact and respect due a supervisor.
7.16.3 If, in such an instance as noted above, the officer is again requested to perform the act by the
supervisor, then the officer should immediately perform that act. The communications officer
should make a written report of the incident, containing their pertinent and relative comments,
for the attention of the department head.
7.16.4 The licensees (communications officers) are required to have full and exclusive control of the
system equipment for which he or she is responsible, at all times.
7.16.5An inspector of the FCC has the right to inspect the licensee's equipment and records at any
reasonable hour. Communication officers will require any person representing himlherself as an
FCC inspector to show his or her credentials before making any equipment or records available.
7.17 Techniques and Procedures: Communications officers must be familiar with all
stations monitored by the Augusta-Richmond County 9 1 l. The officer should know
the call letters and locations of each station.
7.17.1 Communications officers must listen to the radio traffic before keying the transmitter in order to
not cause interference. Never call a station or unit while another station or unit is working. Be
courteous.
7.17.2 All communications officers must familiarize themselves with Augusta-Richmond County. All
major roads and landmarks should be learned.
7.17.3 Communications officers will not leave their operating position without advising their co-
worker(s) as to why they are leaving. Do not spend unnecessary time away from your operating
position. Stay on the job!
7.17.4 Courtesy can be more aptly expressed by the tone of voice and manner of presentation than by
words. Eliminate all unnecessary talking. Never say "thank you" or ''please. "
7 .17.5 Words or voice inflections which, when broadcast, reflect or indicate irritation, disgust or
sarcasm must not be used.
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7.17.6Be absolutely impersonal while on the air. Avoid the egotistical "I." Concentrate on third
person language.
7.17.7 Avoid familiarity. Use proper names, titles, or patrol unit designators.
7.17.8Time on the air is a priceless commodity. Never forget that Augusta-Richmond County 9ll's
radio licenses are not a bill of sale for the frequencies on which we operate. It is, rather, public
notification that a federal regulatory body has allowed or "permitted" our agency to "use" a
particular frequency for a period of five years. Continued and knowledgeable rule violations can
result in the privilege being revoked. Unnecessary time on the air is a senseless waste of a
valuable public resource.
7.17.9 A communications officer's voice should give the distinct impression that he or she is alert and
ready for any contingency. The reply to a call must be immediate and decisive. Nothing imparts
confidence as does an operator whose voice is impersonal, clear, instant, and completely ready to
serve. Nothing destroys confidence as does a voice that conveys the weary impression of "What
the heck do you want?", or that implies that it took all of your strength to push the transmit
button.
7 .17.10 Study and think about the construction of a message before transmitting it. If necessary, write
it down on paper, then cut it down to telegram brevity.
7.17.11 Under no circumstances allow a calling station to go unheeded. Give a "stand by" if
necessary, but at least answer the call.
7.17.12 Do not forget a "stand by." If you have asked a station or unit to stand by, don't forget to call
the unit back as soon as possible. To do otherwise is not only a breach of operating techniques;
it is, in fact, an insult.
7.17.13 Don't take time to explain why a "stand by" response is necessary. The receiving station
should honor this without question. Any long, drawn out explanation only causes useless radio
traffic and a delay in the system.
7.18 MobilelField Unit Radio Techniques
7.18.1 Concept of Operation: A communications system of the size and complexity of that operated
by Augusta-Richmond County cannot be totally effective unless the persons in the mobile units
are familiar with proper radio techniques.
7.18.2 Because of the complexity of operation in the communications center, communications officers
can give their attention only to those signals that are readable. Units calling in and receiving
"10-1" (unable to copy) without further explanation should realize that the operator can hear their
call, but cannot copy, and cannot afford to clutter the air with repeated "1O-9's" (say again?).
7.18.3 Mobile/field units have no way of knowing when the base station operators are busy monitoring
other stations, taking urgent phone calls, sending or receiving computer information, etc.
Therefore, the mobile unit must get the communications officer's attention before going ahead
with their traffic.
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7.18.4 It is not necessary for a mobile/field unit operator to have an FCC license. He or she is,
however, required to know the applicable Rules and Regulations of the FCC and is, therefore,
responsible and accountable for his or her conununications activities.
7.19 Procedures
7.19.1 Think before you transmit.
7.19.2 Know what you want to say.
7.19.3 Press the microphone button, pause an instant.
7.19.4 Speak distinctly.
7.19.5 Be brief, concise, and impersonal
7.19.6 .Do not mumble, shout, or talk too fast.
7 .19.7Do not try to talk while someone else is transmitting.
7.19.8Call Dispatch Priority - The following is a prioritization list that should be utilized by the
conununications officer. This list should assist in guiding the conununications officer during
those times when radio traffic and calls for service become congested. The order begins at
number one, being the highest priority, and continues as follows:
7.19.8.1 Life and death emergencies;
7.19.8.2 Violent felonies in progress;
7.19.8.3 Violent misdemeanors in progress;
7.19.8.4 Other felollies in progress;
7.19.8.5 Non-criminal calls relating to injury, present danger or property damage;
7.19.8.6 Other misdemeanors in progress;
7.19.8.7 Other crimes not in progress.
7.20 Handling and Dispatching Complaint Calls
7.20.1 Concept of Operation
7.20.2A complaint is any matter coming to the attention of the conununications officer, whether or not
it is a criminal offense that requires the services of the department. These services may be in the
form of action required, referral to another agency, or merely the filing of information received
as a matter of future reference.
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7.20.3 Communications officers are the communications link between the public and the person
handling the complaint. The life of an officer, firefighter, EMT, or citizen may depend entirely
on the way in which you handle a call. All personnel are reminded that it is their duty to serve
the citizens of this community in the best way that the citizen's needs be met.
7.20.4Remember, too, that we are at all times representing Augusta-Richmond County, and our conduct
should always reflect professional service.
7.20.5 Complainants feel that their call is of the utmost importance. Otherwise, they would not be
calling. You, as a communications officer, must learn to determine, to the best of your ability,
the actual degree of seriousness of each call according to the departmental standards.
7.20.6 The degree of seriousness, urgency or priority, which you must determine and assign, to each call
is a responsibility that cannot be emphasized enough. Answer and handle every call as if your
life, your family's lives, or the life of an officer, fireman, or EMT depended on it.
7.21 Calming the Caller
7.21.1 The people calling will sometimes be greatly agitated. Sometimes they will be in pain.
Sometimes they will have witnessed a violent crime or accident, or have seen a gruesome sight.
You can detect the excitement in their voice. They will speak quickly or loudly. They may be
out of breath. The voice may be higher pitched than normal. They may make irrational
demands. They may not listen to reason. Remember: They are not aggravated with you, but
with the situation.
7.21.2 One of the first things you need to do is to calm down the caller. You don't want the caller to
have a heart attack; however, you should not tell the caller to calm down. This will only make
the caller think that you don't appreciate the seriousness of the situation. The most effective way
to calm a caller is to let him or her know by your actions and your tone of voice that he has
reached a calm and competent person who will do the right thing to help.
7.21.3 Some things that you can do to calm a caller are:
7.21.3.1 When you answer a call, you should identify yourself and your department. "Sheriff's Department" is a
name that the caller will instantly identify as one which deals with emergencies. It does not matter how
our mail is addressed. Instant recognition is the important thing.
7.21.3.2 Let the caller state the problem in his or her own words, but don't allow rambling. Control the
conversation to get all the information you will need in order to decide what sort of assistance is required
and where help is needed. Be courteous, but be firm.
7.21.3.3 Get responding units on their way immediately. If this requires asking the party to wait, explain the
reason. Never tell the caller that help is on the way before it really is on the way. Letting the phone go
dead with no explanation will only make the caller more anxious, irritable, and more uncooperative. Get
back to the caller as soon as you can and briefly explain the measures you have taken. Let the caller know
that you are getting help on the way. Only then should you ask for additional information that you may
need.
7.21.3.4 When people speak to us in an agitated manner, we tend to reply in the same way. This should be
avoided. When told of a serious situation or injury, you should try to keep any excitement out of your
voice. Listen to yourself Do not sound apathetic or uncaring, but try to instill confidence and calmness
by setting an example with your tone of voice.
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7.21.3.5 If a caller becomes hostile or abusive, do not express hostility yourself Make allowances for what the
caller has been through. Stay cool. The two most important persons in the crime/accident victim's life at
the moment are you and the caller. It does no good for you to be angry at each other. It can only make
things worse. Similarly, if the caller wants to argue, don't argue back. It takes time to argue. Time you
may not have. In addition, your caller may be too excited to listen to reason.
7.21.4 When a call is received on 9-1-1 and the calling party hangs up before any information has been
obtained, every attempt will be made to contact the calling party to see if an emergency exists. If
no contact is made, the Sheriffs Department will respond as though a call for assistance was
received. When a call is received and in the call back attempt a busy signal is received, have the
telephone operator check to see if there is any conversation on the line. If there is conversation,
ask the operator to verify or deny the existence of an emergency. If the operator comes back on
the line and says there is no conversation, the preceding policy will be followed.
7.22 Call Taker Responsibilities
7.22.1 Get all of your information from the complainant as quickly, efficiently and correctly as possible.
Ask questions. Don't make assumptions or jump to conclusions. Be sure that you understand
what type of call it is and write it down. At the time a request for service is received, the
following information will be recorded:
7.22.1.1 Date and time of request;
7.22.1.2 Name and address of the complainant;
7.22.1.3 Type of incident reported;
7.22.1.4 Number and nature of any injuries;
7.22.1.5 Location ofincident reported;
7.22.1.6 Type of service needed (EMS, Fire, Law Enforcement)
7.22.1.7 Apply common sense in handling your incoming calls; it will help you develop into a good
communications officer.
7.22.1.8 Do not try to answer questions of a technical or legal nature. Transfer them to the proper authority, or
advise them to contact a lawyer or other legal aid service. The wrong advice is worse than no advice at
all.
7.22.2 Call Takers must maintain good relations with all members of our department, members of other
agencies, and the general public. Know whom you are talking to and respect their positions. All
members of Augusta-Richmond County 911, as well as members of other departments, are
working under orders of their department or agency, and should be able to get their work
accomplished without encountering rudeness. Complete cooperation at all times is mandatory.
7.22.3 The call that you handle may very well be a citizen's fIrst contact with Augusta-Richmond
County 911, and your lack of concern will leave a bad impression of our department and the
other departments it serves.
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7.22.4 The manner in which you handle a call can either "pave" the way, or establish obstacles for the
officer who will have to respond to the call. It is much harder for the responding
officer/fireman/EMT to satisfy a party who is already unhappy with the department.
7.22.5 If any difficulty arises and you feel that you cannot handle the situation, or that you do not know
the law, rule or policy involved, turn the call over to the 911 communications center duty
supervIsor.
7.22.6 Employ the telephone techniques that you have learned.
7.22.7 Know whom you are talking to, and give or take the information in a professional, businesslike,
efficient manner, with a minimum of repeats.
7.22.8 Do not cut in on the calls of another communications officer. Not only is this rude, but it
destroys the volume level of the conversation, and makes it more difficult for them to hear one
another.
7.22.9 When the situation dictates, transfer the call to the appropriate communications officer. These
situations are normally crimes in progress calls, or a call of an equally serious nature.
7.23 Dispatching Considerations
7.23.1 A serious problem that you may encounter as a communications officer is one of coping with a
high level of traffic. If a call comes in on a telephone line while you are speaking on the radio,
you should finish your radio traffic as quickly as possible, or advise the unit to stand by, and
answer the telephone call. Determine as quickly as possible the nature of the telephone message
and decide which communication should be continued. If you can dispatch an emergency
vehicle before returning to the unit standing by on the radio, you should do so, and tell the
calling party that help is on the way.
7.23.2 With only two callers, the procedure is quite straightforward, but occasionally the "board" lights
up with many calls reporting the same emergency. If you can dispose of these callers by telling
them that help is on the way, you should do so. However, get as much information from each
caller as possible. You never know when a situation has worsened.
7.23.3 Different persons will often submit different versions of the same incident. Do not accept any
statement or report as necessarily true. Try to obtain independent support for one version or
another. If you cannot determine the true circumstances, assume the worst and adopt the safest,
most conservative course of action.
7.23.4 As a communications officer, you must be both clear and concise, but sometimes clarity and
brevity can interfere with each other. You can use many words to get your message across, or
you can be so brief that personnel will misunderstand or fail to catch your message. Repeating
things, or elaborating upon them, is sometimes necessary. However, too much repetition or
elaboration should be avoided. FCC regulations do not permit you to be "wordy" on the radio.
It cuts into emergency response time and consumes airtime.
7.24 Dispatching Format
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7.24.1 The proper use of the signals and codes will contribute significantly to the conservation of
airtime. Restricting the free choice of words does this and using prescribed forms when
transmitting information over the air will conserve airtime. These signals and codes serve a dual
purpose in as much as they can be used to make a statement, or ask a question, simply by voice
inflection.
NOTE: Radio transmissions over the Fire Consoles will be in free text format.
7.25 Summary
7.26 To be a good communications officer, admired and respected by members of the
department and your peers will require diligence, desire and dedication to serve to the
best of your ability.
7.27 In extreme emergencies or disasters, when traffic mushrooms due to additional
personnel, requirements of inter-service coordination, when emotion mounts high, and
when success seems impossible, the cases are legion where a calm, courteous and alert
communications officer has brought order out of chaos simply by analyzing his or her
message traffic, and implementing the best application of the resources which he or she
knows to be available.
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8 High Priority Law Enforcement Incidents
8.1 Dispatching In Progress Calls, Major Crimes and other high priority incidents -
These types of calls will be dispatched immediately, within sixty (60) seconds of
receipt of the call. In the event an in progress call exceeds this standard an exception
report will be completed and forwarded to the Director via the employee's immediate
supervisor. This report will contain all pertinent information regarding the call and the
reasons for the delay in dispatch. The Communication Officer receiving the call will
notify the proper Precinct Dispatcher verbally. In the event the person receiving the
call does not know which precinct to notify, the Shift Supervisor will be notified
immediately to assist. Once units are dispatched to the call, the call will then be
entered in the Computer Aided Dispatch system.
8.2 The person receiving the call will keep the caller on the line until one or all of the
following requirements are met:
8.2.1 The situation is stabilized and all information has been obtained from the caller regarding the
situation.
8.2.2 All information has been obtained and the first responding units have arrived at the scene.
8.2.3 The Precinct Dispatcher handling the call assumes the role of Call Taker for that call.
8.3 Bomb Threats: Communications officers or others receiving bomb threats will solicit
the following information from the caller:
8.3.1.1 What time the device is going to explode;
8.3.1.2 The location and type of device;
8.3.1.3 What will cause the device to explode?
8.3.1.4 Whether or not the caller placed the device;
8.3.1.5 Why the device was placed; and,
8.3.1.6 The caller's name and address
8.3.2 Communications officers should also make written notation of the following additional
characteristics of the call:
8.3.2.1 Race, sex, and approximate age of the caller as well as any characteristics of the caller's voice;
8.3.2.2 The length of the call;
8.3.2.3 Which telephone line the call came in on; and,
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8.3.2.4Any background sounds.
8.3.2.5Barricaded Suspect, Hostage Situations, or other High Risk Operations involving S. W.A.T
8.3.3 When a request is made for the presence of the S.W.A.T. Unit, the communications officer will
refer to the call out list in notifying the Unit. In making notification, the communications officer
will inform the team member of:
8.3.3.1 The location and nature of the incident; and,
8.3.3.2 The command post location.
8.3.4 The communications officer should also be prepared to make the following other notifications:
8.3.4.1 Sheriff's Department
8.3.4.2 Fire Department
8.3.4.3 E.M.s.
8.3.4.4 All other law enforcement agencies located in Augusta-Richmond County
8.3.5 When a situation arises under this section, the communications officer will clear Talk Group
Four (Tactical) to be used exclusively for units at the scene.
8.4 Bank Alarm Procedure
8.4.1 The following steps are to be taken by the communications officer in the event of an alarm at a
bank. or other [mancial institution during business hours:
8.4.2 When the call is received, broadcast the alert tone and clear the appropriate talk group as
outlined below.
8.4.3 Broadcast the name and address of the alarm location and verify response from responding units.
At least two units will be dispatched to any bank alarm during business hours.
8.4.4 Attempt telephone contact with the bank.. This call should be made as soon as the call is
dispatched and not delayed until units are on the scene. Ifthere is no answer, notify responding
units of this and operate under the assumption that a robbery is in progress (during business
hours). Officers WILL NOT approach or enter the bank during business hours under these
circumstances. If there is no answer in the bank., the telephone company should be consulted to
verify that the lines are in working order. Officers entering the bank subject themselves to
becoming hostages or involved in a close-quarter gun battle that poses a risk to innocent
bystanders.
8.4.5 When contact is made, state the following: "THIS IS THE RICHMOND COUNTY SHERIFF'S
DEPARTMENT DISPATCHER. ARE YOU A WARE THAT YOUR ALARM HAS BEEN
A CTIV A TED?" The person answering the phone should get the manager or assistant, but not
place the phone on hold or hang up. The manager or assistant should respond: "I AM (name). IT
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WAS A FALSE ALARM. I WILL MEET YOUR OFFICER OUTSIDE THE (specify) DOOR."
Any deviation from this will be reported to the responding units and indicates that a robbery is in
progress.
8.4.6 The communications officer will obtain a physical description of the employee exiting the
location, what door (north, south, etc.), and relay that information to the responding units. The
communications officer will not have an employee exit the location prior to the arrival of at least
two responding units.
8.4.7 The communications officer will also notify the responding units in the event that contact is
broken with the personnel or any other deviation in procedure.
8.4.8 The communications officer will then speak with the officer making entry with the proper party
at the location to verify that all is in order.
8.4.9 IF A ROBBERY HAS OCCURRED, the above still applies, however, the communications officer
will obtain a complete description of the suspects from the employee while the manager exits the
bank to make contact with officers. The communications officer will also immediately notify all
units that a robbery has occurred and will contact C.I.D. and the F.B.I.
8.4.10 IF A ROBBERY IS IN PROGRESS, the communications officer will notify responding units and
maintain contact, getting whatever information possible from the person answering the telephone,
to include the number and description of suspects and weapon types.
8.5 Commercial Felony Alarm Calls
8.5.1 During business hours, a commercial business alarm should be handled as a crime in progress,
similar to the bank alarm procedure. The duties of the communications officer are as follows:
8.5.2 The communications officer should attempt to make telephone contact with theJocation after
dispatching the call. Unless specific information has been received to indicate that a crime is in
progress, at least two units should be dispatched to the call.
8.5.3 Upon making contact with the proper party inside the location, the communications officer
should ascertain if anything is out of the ordinary, and relay any pertinent information to the units
on the street as may be necessary.
8.5.4 Upon determining that all is in order at the place of business, the communications officer is to
give the go ahead to one of the responding units to enter the location and maintain the open
telephone line until the officer enters the business. The communications officer will also tell the
party inside the business to meet the officer at the door, that the officer will not go beyond the
doorway unless met by the complainant.
8.5.5 Once the officer has entered the business and reached the telephone, the responding officer and
the communications officer will converse briefly to ensure that all is in order.
8.6 Panic Alarm Calls
8.6.1 Panic alarms are defined as alarms at businesses and residences in which some type offelony in
progress is reported.
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8.6.2 Panic alanns at residences will be handled as burglar alanns.
8.6.3 The communications officer will advise the responding unit if contact was made and that the
party will be waiting for the officer to arrive.
8.6.4 Officers will respond as if it were a regular burglar alarm call, keeping in mind that there should
be someone on the premises.
8.6.5 Officers will speak with the person on the premises once the communications officer has advised
that someone is at the residence to ascertain if everything is in order.
8.6.6 If everything is in order, officers should clear up upon exiting the location.
8.6.7 Panic alanns at businesses will be handled as Commercial Felony alanns.
8.7 Other Crimes in Progress Calls: This procedure is intended for major crimes in
progress, such as burglaries, armed robberies, and other serious incidents during which
a continuous flow of information is needed prior to the officer's arrival. The duties of
the communications officer are as follows:
8.7.1 It is critical that the communication officer obtains as much information as possible from the
complainant and passes that information on to the responding officer(s) in a concise manner.
The following guide should be followed concerning obtaining and relaying information for
crimes in progress calls.
8.7.2 Radio Procedures for High Priority/Crimes in Progress Calls
8.7.2.1 Clear a channel for the responding unit(s). Radio channel selection will be based upon the precinct
having primary jurisdiction. The following channel selections will apply:
8.7.2.1.1 North Precinct primary channel: I
8.7.2.1.2 North Precinct talk around channel (TAC): 2
8.7.2.1.3 South Precinct primary channel: 3
8.7.2.1.4 South Precinct talk around channel (T AC): 4
8.7.2.2 Give an exact location
8.7.2.3 Relay the type of incident
8.7.2.4 Obtain the number and description of the suspects
8.7.2.5Ascertain and report the caller's location
8.7.2.6 Maintain contact with the caller
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8.8 Dispatching Accident Calls
8.8.1.1 When receiving an accident report, the communications officer should determine whether there are
injuries or people pinned or trapped in a vehicle.
8.8.1.2Any other unusual circumstance should be noted, such as gas leakage on the roadway, hazardous
materials under transport, or multiple injuries aboard a school bus.
8.8.1.3lfthe accident resulted from a hit and rIIn, the communications officer will request the suspect vehicle's
description, direction of travel, and any description of the driver and location of damage to the other
vehicle.
8.9 Officer Dispatch Criteria - As a general rule, officers will be dispatched to respond to
calls for police service. The nature of some calls, however, requires that more units,
supervisors, or specialized units be sent to assist or handle the incident. In some cases,
notification of the Sheriff (or his designee) will be required. Using the categories
stated above, the following criteria will be followed in dispatching officers to calls:
8.9.1 At least two units should be dispatched to calls involving:
. Life and death emergencies;
. Violent felonies in progress;
. Violent misdemeanors in progress;
. Other felonies in progress;
. Other misdemeanors in progress;
. The use of force to affect an arrest involving a subject who has assaulted an
officer or who is resisting arrest (officer needs help or signal 32 calls); and,
. To assist in the capture of a fleeing suspect.
NOTE: Dispatching of the major crimes in progress and other serious incidents will be made on both
Precinct Talk Groups, Special Operations and the Investigators Talk Group simultaneously. A record will
be maintained of all officers assigned to assist the primary officer.
8.9.2 A Field Supervisor should be dispatched to calls involving:
. Life and death emergencies;
. Calls involving any death or serious injury;
. Violent felonies in progress;
. Other felonies in progress; and,
. Calls involving a complaint or assault against a Department member.
8.9.3 Notification of the Sheriff (or designee) - The Sheriff (or designee) will be notified as soon as
possible by the Communications Center when the following types of incidents occur:
. Murder;
. Important fugitive located;
. A person dead under suspicious circumstances;
. Kidnapping;
. Officer killed or fired upon while on duty;
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. Officer shoots someone;
. Involvement of SWAT in hostage or barricaded suspect incident;
. Major arrests (involving prominent person or large numbers);
. Major fires; and,
. Any case where there is great public interest.
8.10 Delivery of Emergency Messages - This policy covers emergency messages intended
to be delivered by officers to citizens and messages intended for receipt by officers.
8.10.1 Messages for Citizens - (to include notification of next of kin of deceased, seriously injured, or
seriously ill persons) It is the policy of this Department that officers will make every effort to
locate citizens for the purpose of delivering emergency messages.
8.10.2Death notifications will be made in person. Officers assigned to make death notifications will
endeavor to have other family members present. If other family members cannot be reached,
officers should enlist a neighbor, friend, or clergy member to be present when the notification is
made.
8.10.3 Notifications as to serious injury or illness may be made via telephone. Officers making these
notifications should refrain from stating the exact nature of the injury and simply state that the
person has been injured as a result of an accident or other incident, and direct that person to the
proper medical facility.
8.10.4 Messages for Officers - Messages will only be taken for an immediate family member needing
to contact on-duty personnel and persons attempting to contact the employee for professional
reasons.
8.10.5 Friends or acquaintances calling for personal reasons or persons calling for [mancial collections
will be told that we do not take those messages and will be told to contact the individual by other
means.
8.10.6Rerouting Emergency Calls - When a call is received by this Department and is intended for
another agency, the caller will be directed to telephone the appropriate agency. If the call is an
emergency, however, the person receiving the call will take the information from the caller and
forward that to the appropriate agency. Care will be taken to ensure the caller is connected with
the agency prior to disconnecting.
8.11 Procuring Outside Services: The following Public Service agencies are immediately
available in the Communications Center:
. The Richmond County Sheriffs Department
. The Augusta-Richmond County Fire Department
. Rural Metro Ambulance Service
. The Richmond County Marshall's Department
. The Hephzibah Police and Fire Departments
. The Blythe Police Department
. The Richmond County Board of Education, Department of Public Safety
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8.11.1 Other services that may be needed are listed as follows:
. U. S. Army Provost Marshall (MP'S).............................791-2681
. Columbia County Sheriffs Department........................541-2800
. Aiken County Sheriffs Department..............................648-681I
. North Augusta Department of Public Safety.................279-2121
. Dive Team (E.M.A.)...................................................821-1155
. HazMat Team ..................................................1-800-424-9300
. F. B. I. ......................................................................722-3702
. G. B. 1. .....................................................................721-3307
. Georgia State PatroL.......................................... ...... 721-4096
. Crime Lab................................................................ 721-4773
. Juvenile Intake pager............................................... 828-5475
. Coroner (go through E.M.S.)
. Public Works Dept...............................................:...... 790- 7062
. Water Works..........................................736-8497, 733-3831
. Georgia Power Co.................................724-0892, 724-9008
8.12 Handling Victim/Witness Services - When a communications officer or any other
member of this Department encounters a person in need of services outside the scope of
those provided by the Richmond County Sheriff's Department, every effort will be
made to refer that person to the agency which could best handle that person's needs.
(See Referral Agencies in this Manual)
8.13 Communicating With Other Agencies - Agencies outside the immediate area may not
use the same radio codes as this Department. In communicating with outside agencies
or their representatives, it is recommended that plain English be used in conveying law
enforcement information. All communications with outside agencies will be conducted
in a courteous and professional manner.
8.14 Federal Aviation Administration Alert Definitions
8.14.1 Alert I: A potential problem exists with an aircraft that may affect the landing. These situations
mayor may not result in a mishap. A twin-engine aircraft with one engine out or failure of
landing light indicators are examples of Alert I situations.
8.14.2 Alert II: A known problem exists with an aircraft that would affect the landing. This could
mean an engine on fIre, faulty landing gear, the loss of hydraulic pressure, etc. All emergency
personnel should be alerted to assure predestinated positions in anticipation of an accident.
8.14.3 Alert ill: Indicates an accident or fIre that has occurred, requiring the immediate dispatch of
emergency personnel to the scene.
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9 Federal Communications Commission Rules and Regulations - The following
items in this section list the most important operating rules in the Public
Safety Radio System. They are not intended to cover all the Rules nor quote
them verbatim. Since the F.C.C. can levy monetary fines and even suspend
or revoke the licenses of radio system owners (including public safety
systems) who violate its rules, officer should always keep these Rules in mind.
9.1 Station operators are not required to be licensed by the F.C.C. Stations licensees are
responsible for maintaining control over the stations licensed to them and for the
proper functioning and operation of those stations.
9.2 Communications involving the safety oflife or property are to be afforded priority by
all licensees.
9.3 Only such calls as are authorized by the Rules governing stations in the Public Safety
Radio Services may be transmitted. False calls, false or fraudulent distress signals,
unnecessary and unidentified communications, obscene, indecent, and profane
language, and the transmission of unassigned call signals are specifically prohibited.
Stations are primarily authorized to transmit communications directly related to public
safety and the protection of life and property and to official public safety activities.
Enforcement of these regulations is left to station licensees.
9.4 Operators are generally required to listen to (monitor) the frequency on which they
intend to transmit for a sufficient period of time to insure that their transmission will
not cause harmful interference to others that may be using the frequency.
9.5 Transmitting the FCC assigned call sign during each transmission or exchange of
transmissions or at least once each thirty minutes of the operating period must identify
each station. This identification may be accomplished by automatic electronic means.
[NOTE: This means is used on Channels One and Two. Whenever there is
communication on any of the other channels, the dispatcher will be required to make
the 30-minute identifications on those channels]
9.6 All radio transmissions must be restricted to the minimum practical transmission time.
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10 Fire Department Emergency Procedures
10.1 Concept of Operation - A fire call is any emergency coming to the attention of the
communications officer that requires the services of the Augusta-Richmond County
Fire Department. These services may be in the form of fire extinguishing, investigation
of automatic alarms, special services, or for any type of emergency assistance.
10.2 DISPATCIDNG FIRE CALLS
10.3 Dispatching incidents - These calls will be dispatched immediately and the standard
is within sixty (60) seconds of the receipt of the call. The Communication Officer
receiving the call will notify the Fire Dispatcher verbally. In the event a fire call
exceeds this standard an exception report will be completed and forwarded to the
Director via the employee's immediate supervisor. This report will contain all
pertinent information regarding the call and the reasons for the delay in dispatch.
10.3.1 The Fire Dispatcher receiving the call will keep the caller on the line until all pertinent
information has been obtained from the caller regarding the situation..
10.4 Once units are dispatched to the call, the call will then be entered in the Computer
Aided Dispatch system
10.4.1 Reports of fire will include: What is burning, whether flames or smoke were observed, whether
hazardous materials were present, the location of residents in a structure, and any other pertinent
information.
10.4.2 If an automobile is reported on fire, determine whether the car is inside a building or outside. If
the fue is in a garage, carport, etc., it will be handled as a structure fue.
10.4.3 If a structure is involved, the occupants should be advised to leave the premises inunediately.
10.5 Dispatching Format
10.5.1 With a fue call at hand, the conununications officer will call the appropriate units in the
following manner:
10.5.1.1 Select the proper stations to respond.
10.5.1.2 Activate the alerting system.
10.5.1.3 Announce the call, repeating at least once
10.5.2The companies will acknowledge their receipt of the call by activating their acknowledgment
light on the dispatch console. If an acknowledgment light is not received within a reasonable
length of time, attempt to call the unit on the radio to determine if they are responding.
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10.5.3The fIrst arriving unit on the scene of the emergency will acknowledge their arrival by a radio
transmission in clear text. If you have not been notifIed of arrival within a reasonable length of
time, you should attempt to contact the unit to determine their status.
10.5.4 Upon completion of their duties at the scene, each unit will acknowledge their status with a radio
transmission "In Service"..
10.6 Standard Units to Dispatch on Fire Alarms
10.6.1 Commercial or industrial plants: 3 pumps, 1 truck company, and the Duty Chief
10.6.2 Residential property: 2 pumps, 1 truck company, and the Duty Chief
10.6.3 Hazardous material's situation: 2 pumps, 1 truck, HazMat Unit and the Duty Chief
10.6.4 Automobile or small vehicle, grass or woods, dumpster or outdoor trash, automobile accidents,
or other public service: 1 pump.
10.7 Investigation of fire: You must rely on the information given by the caller to
determine the number of units sent. Remember, when in doubt, it is better to send more
units than an insufficient number. If any question exists, do not hesitate to contact the
supervisor on duty. Never dispatch without consulting your running card index.
10.8 Fire Alarm Classification
10.8.1 Commercial: Any mercantile, business, manufacturing, apartment complex, condominium,
school, church, or large structure with a large dollar or life loss potential
10.8.2 Residential: Any fIre call which involves or eminently threatens to involve a structure used as a
dwelling, including single family residences, small multi-family duplex residences, or mobile
homes.
10.8.3 Hazardous Materials Situation: Any spill, leak, fue, or accident involving a substance or
material, in a quantity or form, which may pose an unreasonable risk to health, safety or property.
10.8.4 Special Service: Any request for non-fue service such as a water leak, lock out, invalid
assistance, etc.
10.8.5First Aid: Any request for emergency medical treatment such as automobile accidents with
injuries, request for oxygen, etc.
10.9 Minimum Information Required: The minimum information necessary for proper
dispatching a fire alarm will include but not be limited to the following:
10.9.1 Location of the emergency
10.9.2 Type of emergency
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10.9.3 The name of person reporting the emergency
10.9.4 The need for responding the proper amount of equipment and manpower requires as much
information as possible over the telephone.
10.10 Alarm Dispatch Procedures
10.10.1 Record all alarm information on the alarm receipt form.
10.10.2 Pinpoint the address or location and using the response running card index, determine the
appropriate station(s) or unites) to be dispatched.
10.10.3 Determine the type of equipment to be dispatched by the information taken from the caller.
10.10.4 Give the alarm alert tones using the information from the alarm receipt form.
10.10.5 Check with the responding unites) or station(s) to ensure their immediate response. (This is
done only ifunits have not acknowledged response within a reasonable length of time).
10.10.6 Check to see that the necessary Chief has been notified and is aware of the alaml. Notification
may be by radio, P.A. page, or telephone.
10.10.7 If any unit or Chief fails to respond, give a follow-up page and telephone call. This should not
exceed 90 seconds.
10.10.8 Determine if other agencies are to be notified and do so at this time (i.e., Law Enforcement or
Ambulance notification, depending upon the situation).
10.10.9 Maintain complete records and complete the alarm report with all information required.
10.11 General Alarm Procedures
10.11.1 When a General Alarm is sounded between 1700 hours and 0830 hours on Saturday, Sunday,
or Holiday, the commWlications officer on duty will immediately contact the following
personnel:
10.11.1.1 On Duty Shift Supervisor
10.11.1.2 Off duty Fire Chiefs
10.11.2 The persons contacted will be given the location of the General Alarm. Communications
officers will not have the time to answer questions regarding the particulars of the incident.
10.11.3 Persons contacted will report as follows:
10.11.3.1 The Fire Department Arson Jnve~tigator will report to the scene of the fire to assist in any type of
investigation the Chief may require.
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10.11.3.2 All persons contacted will respond as directed as quickly as possible, and in no case is the time to
exceed 30 minutes.
10.11.3.3 A list of the persons called will be made, and a complete report will be submitted to the Assistant
Chiefs. Persons not contacted on the initial call will be called until contacted. If trouble is encountered in
placing the calls, this should be noted.
10.11.4 When a General Alarm is sounded between the 0830 and 1700 hours Monday through Friday
(excluding Holidays), the communications officer should immediately contact the following
personnel:
10.11.4.1 On Duty Shift Supervisor
10.11.4.2 OfJduty Chiefs
10.11.5 Persons contacted will follow the same procedure as outlined above regarding after hours.
10.12 General Fire Department Procedures
10.12.1 Beginning Tour of Duty
10.12.2 When you have arrived to begin your tour of duty, you must consult with the communications
officer going off shift. The information that you will need is as follows:
10.12.2.1 Chief Officer on duty
10.12.2.2 Vehicles that are out ofservice
10.12.2.3 Previous alarms (to include false alarms)
10.12.2.4 Any communications problem (radio, telephone, etc.)
10.12.3 You are required to sign on duty in the dispatcher's journal. Required data is as follows:
10.12.3.1 Your signature
10.12.3.2 The date and time (in military hours)
10.12.4 You will be held accountable for any transmission that goes out over the fire department radio
during this time. This book is an official radio log and is checked periodically by the FCC as
well as other officials.
10.13 Fire Department Dispatcher's Log
10.13.1 Keep all information in this log that occurs during your tour duty, to include the following:
10.13.1.1 Any calls to the telephone company for trouble on any telephone line (any station or dispatch)
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10.13.1.2 Calls made to any other repair or service company
10.13.1.3 Injury to any Fire Department personnel, to include the date. time, location, and type of in jury
10.13.1.4 Any equipment placed out of service, and the reason said equipment was out of service
10.13.2 All information should be entered into the log in ink, and will be passed on to the relieving
communications officer.
10.14 Bad Weather Procedure
10.14.1 During bad weather such as a tornado, ice storms, snow, high winds, flooding, etc., the
communications officer must make the following preparations:
10.14.2 Notify the duty Chief of the potential or existing hazardous conditions.
10.14.3 At the discretion of the duty Chief, contact each station by telephone and advise them of the
same.
10.15 Maintaining the Running Card Index
10.15.1 Communications officers are required to maintain a constant update of the running card,
including all necessary information regarding new subdivisions, streets, etc. This card is to be
placed at the console, and any updated information is to be passed on to the relieving officer.
10.15.2 All new information will be recorded on the running card and in the computer. If there is any
doubt about a block number, a street address, etc., a supervisor will be contacted. Do not take
anything for granted.
10.16 Roads/Streets Closed
10.16.1 All information received with respect to road closures is to be recorded in the appropriate log
book, to include the following information:
10.16.1.1 The name of street or road and block number
10.16.1.2 Person reporting this information, to include company name
10.16.1.3 Reason for closure
10.16.1.4 Length of time of closure
10.16.1.5 Whether or not access can be gained (for emergency purposes)
10.16.2 This information will be immediately relayed to all stations. Affix this information, to include
the time that all stations were notified, at the console. Notify the relieving communications
officer of such closures.
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10.16.3 Information received regarding the reopening of a street or road should be recorded, with all
stations being notified.
10.16.4 A list of street/road closures should be kept at the console. Periodically, this list should be
updated, to include making contact with the officiaVcompany that made the initial notification.
10.17 Fire Hydrant/W ater Outages
10.17.1 Whenever information is received regarding an inoperable water supply, the following
information is to be recorded in the appropriate log:
10.17.1.1 Street or road involved with block number
10.17.1.2 Person reporting this and agency/company name
10.17.1.3 Reason for outage
10.17.1.4 Duration of the outage
10.17.2 Once this information is recorded, each station is to be contacted and informed of the outage.
10.17.3 Follow the above procedure when notification is rendered that the water is again supplied, to
include making an entry in the log.
10.17.4 Whenever information is received regarding an inoperable fue hydrant, the following
information will be logged:
10.17.4.1 Location of the hydrant
10.17.4.2 Person reporting this and agencylcompany name
10.17.4.3 Reason for outage at the hydrant
10.17.4.4 Date and a time outage was reported
10.17.5 Always notify the Waterworks Department of the outage, and record this information in the
appropriate log.
10.17.6 Notify the affection station(s) of the hydrant outage.
10.17.7 Once the hydrant is reported to be back in service, make the appropriate entries and
notifications.
10.17.8 The Waterworks Department should be contacted weekly regarding the condition offue
hydrants.
10.18 False Alarms
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10.18.1 Regardless ofa suspicion that an alarm is false, always respond unit(s). Continued false
alarms at the same location would allow for a reduction in the number of units sent, however,
discretion is advised.
10.18.2 Ifnumerous false alarms involve the same location, the Fire Department Investigator should
make a follow-up.
10.19Mutual Aid
10.19.1 When Mutual Aid is requested of the Augusta-Riclunond County Fire Department, the
communications officer must contact the on duty Chief. Authorization to send units out of
jurisdiction must come from the Chief. The duty Chief will advise what units and how many to
send.
10.19.2 In the event that the Augusta-Riclunond County Fire Department is in need of outside
assistance, you will receive the order to place the call from the Incident Commander. You will
contact the department from whom mutual aid is requested, and advise their highest-ranking
officer available of the situation, and what equipment and manpower is needed.
10.19.3 If assistance will be rendered, obtain an estimated time of arrival, and any communications
information available. Ifnecessary, the duty Chief will be advised of the need for a courier.
10.20Bomb Threats
10.21 In the event of a bomb threat, one pump will be dispatched and the duty Chief notified.
The duty Chief will then advise of the need to send additional units. When possible, a
bomb threat alarm should be dispatched over the telephone lines. The code "signal 10-
l" will be used. If possible, do not use the name of the location over the radio. Give
only the address of the location, so as not to alarm a person who may be monitoring the
radio traffic.
1 0.22 Special Situations - When a situation or emergency arises which is not covered by
policy, procedure or other means, dispatch a unit and notify a supervisor for further
guidance. The supervisor can update or recall the equipment as necessary, and release
the communications officer of this responsibility. Remember, it is better to recall a unit
than to never have dispatched one at all.
10.23 Radio and Pager Test - A test of the Fire Department radios will be performed every
Tuesday at 9:00 A.M.
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11 DISPATCHING MEDICAL CALLS - Calls requiring a medical response will
be relayed to the appropriate dispatch facility for EMS. In the event information
must be obtained the following guidelines will be used.
11.1.1 The communications officer will quickly obtain and relay a description of the symptoms to the
appropriate agency. Additional information may include whether an injury was accidental or
intentional and whether the suspect who caused the injury is present.
11.1.2 Overdose reports should list the quantity and name of substance ingested, how much was taken if
known, whether or not the person is conscious (the caller or someone else at the scene should
attempt to keep the person awake) and the caller should be instructed to retain the container for
investigation.
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Augusta-Richmond County 911 Center Policy and Procedure Manual
1.1 Employee: Any person employed by
the Augusta-Richmond County 911
Center as a supervisor,
communication officer, secretary or
other capacity.
2.1 Authority to suspend: The Director
shall have the authority to suspend
any employee with or without pay
pending an investigation in which the
employee is accused of misconduct if
the suspension is in the best interest
of the Augusta-Richmond County 911
Center, the general public's safety or
the accused employee.
RULES AND REGULATIONS
1.0 Definitions
1.2 Member: Any employee of the
Augusta-Richmond County 911
center.
2.2 Authority to Discipline: The
Director shall have the authority to
administer corrective and punitive
action for any violation of Rules and
Regulations of the Augusta-Richmond
County 911 Center.
1.3 Communication officer: Any
employee who has completed the
certification requirements of the
Georgia P.O.S.T., or any employee
within the first six (6) months of
employment not in compliance but
pending certification training.
3.0 Professional Responsibilities
1.4 P.O.S.T.: Georgia Peace Officer
Standards and Training Council.
3.1 Chain of Command: An employee
must observe the chain of command
in their function as an employee. (B,
C)
1.5 Chain of Command: The levels of
authority and supervision between the
911 Director and each member of the
department, and the path an employee
is to normally follow to seek an
appointment with the director.
3.2 Responsibilities of Supervisors:
Supervisors will adhere to all rules,
regulations and orders and will
present a good example as an
employee to subordinates. They will
provide leadership and supervision
and maintain discipline necessary to
obtain efficient and effective
operation of their unit. (A, B)
1.6 Secondary Employment: The
holding of a second job that IS
distinctly different from the
employee's prunary job with the
Augusta-Richmond County 911
Center.
3.3 Correct Address and Phone
Number: An employee will have
their address and phone number on
file at the 911 Center at all times and
will ensure the information is cha~ged
in a timely manner. (C,)
1.7 Suspension: The relieving of an
employee from normal duties and
authority pending an investigation or
upon completion of an investigation.
Suspension can be with or without
pay depending on the circumstances.
3.4 Reporting for Duty: An employee
will report for duty at the appointed
time, and will not absent themselves
from duty without first obtaining
permission from their supervisor. (C,)
1.8 Duty Supervisors: Supervisors
identified by respective agencies who
are in an on call status for serious
incidents.
3.5 Diligence to Duty: Employees will
diligently perform all duties and
assignments and will not engage in
personal business while on duty. (B,
C)
2.0 Enforcement Authority
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3.6 Sleeping on Duty: An employee will
not sleep on duty. (B)
disobey the lawful order of a
supervisor.
3.7 Secondary Employment: An
employee, before accepting secondary
employment, must obtain written
permission from the Director of the
911 Center. (C,)
4.4.1 An employee is not
required to obey an
order that is contrary to
state or federal law, or
county ordinance, or
jeopardizes the safety of
the public.
3.8 Employees under Suspension: An
employee under suspension from the
department will not loiter around the
911 Center, nor in any manner
interfere with the operation of the
Center. (A)
4.5
Employee to be Truthful:
employees will not willfully or
recklessly depart from the truth in any
official investigation, inquiry, report
or statement. (A, B, C)
4.0 Conduct
4.1 Criminal Acts: An employee will
not, while on duty or off duty, commit
any act that is a violation of any
Federal or State statue or violation of
any County Ordinance. (A)
4.6 Interfering with Radio
Communication: employees will not
willfully or intentionally interfere
with radio communications.
4.2 Misuse of Position as an Employee:
An employee will not use or attempt
to use their position as an employee to
secure unwarranted privileges or
exemptions for themselves or others.
(B)
4.7 Duty to Care for County Property:
Members of this department have the
duty to maintain all items of
equipment issued to them, or assigned
to them for use during their duty
hours. (C,)
4.3.1 An employee will not
use harsh, violent,
profane or insolent
language to any citizen,
other department
employees of Augusta-
Richmond County, or
other employee of the
Center, whether
subordinate or superior.
4.3.2 An employee will not
use any language that
tends to belittle, show
contempt for, or defame
any race or ethnic
group.
4.7.1 All employees will use
due diligence and care
with all county
equipment.
4.7.2 Employees will report
lost, stolen or damaged
equipment to the
supervisor immediately
after learning of said
loss, damage or theft.
4.8 Insubordination: Employees shall
promptly obey lawful orders of a
superior. A "lawful order" is an order
that a reasonable person would
believe to be in keeping with the
performance of their duties.
Insubordination shall include conduct
directed at a supervisor that is
disrespectful, mutinous, insolent or
abusive in language.
4.3 Manner of Conduct: An employee,
ill the performance of their official
duty will maintain control of their
temper.
4.4 Obedience to Orders: employees
will not willfully or intentionally
4.9 Alcoholic
Beverage/N arcotics/Drugs/Use or
Consumption or Intoxication: An
employee will not, while on duty,
consume, be under the influence of in
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Augusta-Richmond County 911 Center Policy and Procedure Manual
any manner, or possess an alcoholic
beverage, drug, or narcotic, except
any drug or narcotic that has been
previously prescribed by a physician.
(A, B)
5.2.2 Callers Name
5.2.3 Location ofIncident
5.2.4 Call Back Number for
complainant
5.2.5 Location of Caller if
different from the
Incident location.
4.10 Unsatisfactory Performance: An
employee will maintain competency
to perform their duties and assume the
responsibilities of their position.
Employees will perform their duties
in a manner that will tend to establish
the highest standards of efficiency in
carrying out the functions and
objectives of the Augusta-Richmond
911 Communication Center.
Unsatisfactory performance may be
demonstrated by:
4.10.1 A lack of knowledge of
the duties of a
Communication Officer
4.10.2 Unwillingness or
inability to perform
assigned duties
4.10.3 Failure to conform to
established work
standards
4.10.4 Failure to take
appropriate action III
any matter requmng
such action
4.10.5 Absence without leave
or unexcused absence
from duty
(A, B, C)
5.3 Excessive Personal Phone calls:
Employees will not receive an
excessive number of personal phone
calls or allow personal phone calls to
interfere with their duties. Personal
phone calls on any taped telephone
line oflonger than three (3) minutes is
prima fascia evidence of violation of
this rule.
5.4 Placing Emergency Calls on Hold:
Employees will not place a 911-
telephone line on hold or an
Administrative line on hold if the
caller on the Administrative line is
reporting an emergency. Once the
necessary information has been
obtained, and the proper response
dispatched, the Administrative line
may be placed on hold temporarily.
6.0 Radio Regulations
5.1 Failure To Answer Telephone
Lines: Employees will answer all
incoming 911 lines and
Administrative lines in a prompt and
expeditious manner with 911 lines
takirIg priority over Administrative
lines.
6.1 Failure to Monitor Radio: Employees
assigned to monitor talk groups, radio
frequencies or other wireless
communications will do so with
diligence, care and in compliance
with all applicable laws, ordinances,
polices, orders, rules and regulations.
Employees will:
5.0 Telephone Regulations
5.2 Failure To Obtain Proper
Information: Employees will obtain
all of the necessary information from
the caller to ensure a safe and proper
response. Failure to obtain any of the
following information is cause for
action:
6.1.1 Respond to units by the
second call to
headquarters,
6.1.2 Avoid making units
repeat their radio traffic
needlessly,
6.1.3 Know the location of
units withirI their area of
operation,
6.1.4 Enter secondary
locations of units into
the Computer Aided
Dispatch screen (CAD),
5.2.1
Type of Complaint
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6.1.5 Properly acknowledge
units and change unit
status in the CAD
6.1.6 Be familiar with the
geographic areas within
their area of operation,
be it fire or law
enforcement
6.1.7 Dispatch units, arrive
units, and place units in
service and out of
service both over the
radio and within in the
CAD,
6.1.8 Transmit all information
necessary for the
responding units to
properly and safely
respond to the call.
6.1.9 Give a quick and timely
response to units
requesting additional
units, and back up units.
6.2 Failure to Dispatch Within the
Allotted Time: All calls for service
will be dispatched immediately.
6.2.1 Failure to dispatch a fire
call within sixty (60
seconds from receipt of
the call for service will
be prima fascia evidence
of violation of this rule.
6.2.2 Failure to dispatch a
crime in progress call
within sixty (60)
seconds from receipt of
the call for service will
be prima fascia evidence
of violation of this rule.
6.2.3 Failure to dispatch any
call involving injury
within (60) seconds
from receipt of the call
for service will be prima
fascia evidence of
violation of this rule.
6.2.4 Failure to dispatch a
general service call
within five (5) minutes
from receipt of the call
for service will be prima
fascia evidence of
violation of this rule.
6.3 Failure to Respond to Officer Need
Assistance: (10-32): If an officer or
firefighter requests emergency
assistance all other traffic will cease
until assistance has been properly
dispatched. Employees of the 911
Center will ensure a rapid and safe
response, withID the scope of their
authority, to any call for help. (A)
6.4 Failure to Notify Supervisory
Personnel: Employees will notify on
duty supervisors when calls of a
serious nature or in progress calls are
received. In addition employees are
to notify supervisory personnel
regarding any equipment failures or
malfunctions, missing equipment or
other problems affecting the efficient
operation of the 911 Center.
6.5 Failure to Inspect Console at Shift
Change: Employees will inspect
their assigned console prior to
assuming duty at the console during
shift change and report and
deficiencies to the shift supervisor.
6.6 Improper Radio Procedures:
Employees will maintain proper radio
procedures at all times. Improper
radio communications include, but are
not limited to, humor, improper
language, disrespectful or insolent
language.
7.0 Release ofInformation
7.1 Unauthorized Release of CAD
Information: Employees will not
release information contained in the
Computer Aided Dispatch system to
any non-law enforcement or non-fire
person without approval from the
Director. Persons requesting
information will be referred to the
Director or the Operations Manager
of the 911 Center.
7.2 Unauthorized Release or
Monitoring of Taped Conversation:
Employees will not release any taped
conversation or divulge the subject
material of any monitored
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Augusta-Richmond County 911 Center Policy and Procedure Manual
8.1.1 Train, Direct, lead,
supervise and evaluate
members and employees
in the assigned duties;
8.1.2 Provide leadership and
guidance in developing
loyalty and dedication to
the 911 Center;
8.1.3 Perform specific duties
and functions as
assigned by their
superior officers;
8.1.4 Uphold members or
employees who are
properly performing
their duties, deal fairly
and equitably with all
members and employees
and when necessary,
correct a subordinate in
a dignified manner;
8.1.5 Cooperate with other
units of the department,
other Augusta-
Richmond County
Departments and other
agencies;
8.1.6 Initiate remedial or
disciplinary action for
inefficient, incompetent
or inappropriate
performance by
members and
employees;
8.1.7 Receive, discuss and
handle grievances in
accordance with
department policy;
8.1.8 Ensure all policies,
rules, regulations, orders
and directives of the
department are enforced
and implemented by
their subordinates;
8.1.9 Remain accountable for
the failure, misconduct
or omission of their
subordinate;
8.1.10 Maintain a professional
relationship with
subordinates at all times
and shall not engage in a
sexual or romantic
encounter or
relationship with
subordinates.
conversation with the 911 Center.
Requests from supervisory personnel
within a law enforcement agency, fire
agency or EMS agency will be
referred to the shift supervisor for
action. Any other request for release
of taped or monitored conversations
within the 911 Center will be referred
to the Operations Manager of the 911
Center.
8.0 Supervisory Standards of Conduct
8.1 Supervisory Responsibility:
Supervisors shall be responsible for
the adherence to the Augusta-
Richmond County and the
911 Center's rules, regulations, orders
and procedures. Supervisory
members and employees are
responsible and accountable for the
maintenance of discipline and will
provide leadership, supervision, and
continuing training to ensure the
efficiency of unit operations.
Supervisory employees have the
responsibility for the performance of
all subordinates. While they can
delegate authority and functions to
subordinates, supervisors cannot
delegate responsibility. With regard
to subordinates, supervisors will:
8.2 Subordinates, Misconduct:
Supervisors who observe or are
informed of a willful neglect of duty
or misconduct by a member of their
command shall immediately initiate
disciplinary action and report the
matter in writing to the Operations
Manager or Director.
8.3 Subordinates, Misconduct Other
Command: Supervisors who observe
or are informed of willful neglect of
duty or misconduct by a member or
employee not assigned to their
command shall immediately bring it
to the attention of the supervisor of
the employee. If the misconduct is
outside of the Chain of Command of
the 911 Center, the misconduct will
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Augusta-Richmond County 911 Center Policy and Procedure Manual
be reported ill wrltmg to the
Operations Manager or the Director.
8.4 Discipline, Responsibility: All
supervisors who elect to discipline
their subordinates are to act as
appropriate under the Rules and
Regulations of this department, and
within the policies and directives of
the 911 Center.
8.5 Reporting Discipline: Supervisors
will report all matters requiring
discipline to the Operations Manager
or the Director of the 911 Center.
Such report to be submitted in writing
on the appropriate reporting form.
8.6 Failure to Notify Duty officers:
Supervisors will notify duty
supervisors of the Fire and Sheriff
Departments when calls of a serious
nature, or in progress calls are
received. In addition supervisors are
to notify supervisory personnel of the
911 Center regarding any equipment
failures or malfunctions, missing
equipment or other problems
affecting the efficient operation of the
911 Center
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