Police Communications I had a call that started

Police Communications

• I had a call that started out pretty dumb, but was actually pretty serious: • "911, where is you emergency? " • "123 Main St. " • "Ok, what's going on there? " • "I'd like to order a pizza for delivery. " (oh great, another prank call). • "Ma'am, you've reached 911" • "Yeah, I know. Can I have a large with half pepperoni, half mushroom and peppers? " • "Ummm…. I'm sorry, you know you've called 911 right? " • "Yeah, do you know how long it will be? " • "Ok, Ma'am, is everything ok over there? do you have an emergency? " • "Yes, I do. " • .

• ". . And you can't talk about it because there's someone in the room with you? " (moment of realization) • "Yes, that's correct. Do you know how long it will be? " • "I have an officer about a mile from your location. Are there any weapons in your house? " • "Nope. " • "Can you stay on the phone with me? " • "Nope. See you soon, thanks" • As we dispatch the call, I check the history at the address, and see there are multiple previous domestic violence calls. The officer arrives and finds a couple, female was kind of banged up, and boyfriend was drunk. Officer arrests him after she explains that the boyfriend had been beating her for a while. I thought she was pretty clever to use that trick. Definitely one of the most memorable calls

Communication • About 93% of communication is non-verbal • Makes dispatching that much more difficult • Police communication can reinforce the public’s perception of a police sub-culture • Communication must be correct for the situation – YOU must adapt

Communication • Process – Sender – Receiver – Message – Channel – Feedback (sometimes) • Listening is a major part of communication

Starter Questions • Where are you calling from? • What is the telephone # your are calling from? • (Do not ask for their phone # as they may be calling from cell or other phone #) • What is your name? • What is your emergency/why are you calling? • ( Do not ask open ended questions ie: What is going on? )

Level of response questions • Is the incident still going on? – Yes – depending on call – Code Response – No - Routine Response - Speed of traffic • How many people are involved? – More people – greater amount of response • Is anyone injured? – Do we need to send an Ambulance

Level of Response Questions Cont’d • Are there any weapons? – Bats, knives, guns, heavy objects • Are drugs or alcohol involved? – Players become unpredictable

Calming the Caller • Stay Calm • Use a low voice to make the caller have to calm down to hear you • Be firm • Repetitive Persistence – Verbal Judo • Do not threaten caller as it will be put them on the defensive • Use short words

Nice to know Information • Talk to a child, not down to him/her. The child will know and give you more information than you think • Be respectful of the elderly, call them Mr. or Mrs. as they have earned that right • Never assume the person is at the location of the incident they are calling about

Dispatch System • SOP • Trunking system – Multiple channels within the frequency – Messages are sent & received on different channels • Vehicle Repeater System – Amplify radio signals to allow communication in isolated locations – Dead spots can still exist

• • • Public Safety Answering Point (PSAP) Consolidation of dispatch centers Currently 26 PSAP’s in Maine Each has enhanced 911 capabilities Funded by a bond in 1988 and now by a surcharge of thirty cents per line per month

E 911 • Automatic Number Identifier (ANI) – Caller’s number is identified by the system • Automatic Location Identifier (ALI) – Caller’s location is identified by the system – Land line and cell phone location (cell depending upon your phone) – Most cities & towns have completed addressing – but that is not legally required • Both are ID’ed by the system and cannot be blocked

E 911 • Dialing 911 from a cell phone goes to the State Police or the closest PSAP • 911 hang up calls are always assigned for follow up – either by address or GPS location • PSAP’s have a standardized Call Transfer Protocol

Reverse 911 • Used to alert residents to an incident by calling their home phone and leaving a message • Public safety, public health, missing persons, accidents

Misuse of E 911 • Use of E 911 without reasonable cause and after warning from PSAP Manager, Administrator or Police Officer • Repeated calls to PSAP for non-emergency reports or inquiries • Causes calls to be made to a PSAP using an alarm or other alerting device that automatically dials 9 -1 -1 and transmits a prerecorded signal or message • Class E crime (6 months in jail/$1000 fine) – strict liability

Emergency Medical Dispatch (EMD) • Three levels • Triage – Level of response needed – No response – Non-emergency – Emergency • Pre-arrival instructions – Range from “Call your doctor” to CPR instruction • Quality Assurance – Review of calls

Dispatch Calls for Service • • Call number – generated by the system Date and time of request Name & address of complainant (if possible) Type of incident being reported Location of incident ID of officers assigned – primary & back-up Time of dispatch

Dispatch Calls for Service • Time of arrival • Time the officer returns to service • Disposition or status of the incident – Report taken – Service provided – Civil incident

Dispatch Calls for Service • Other info collected by the call taker – Is the crime in progress – Is there a weapon or hazardous material involved – Are there injuries – Verify exact location, cross streets or landmarks

Dispatch Equipment • Dispatch console • Base radio in car • Portable radio

Base Radio A base radio is a radio which is housed in a location usually a building. It is used to maintain contact with mobile or portable radios.

Mobile Radio A mobile radio is a radio which is in a vehicle of some sort.

Portable Radio A radio which is handheld or placed on the belt of a person and usually has between 2 to 5 megawatts of power for transmission. This gives the radio a limited range of transmitting power.

Radio use Ensure radio is on Adjust volume Select proper channel (Frequency) Listen prior to transmitting Press transmit (PTT) button and wait 1 -3 seconds, this ensures the repeater opens • Hold microphone 1”-3” in front of mouth • Speak clearly, concise and stay calm • • •

Radio etiquette (do’s) • • • Direct the message Speak clearly and concise Always remember to remain calm Speak directly into the microphone Use normal tone of voice Acknowledge all traffic directed to you

Dispatch Lingo • Radio call signs distinguish officers, shifts, department assignments • Ten codes – allows for efficient communication & minimizes radio air time • Softens reality and lets police talk to one another without others understanding – It’s a 48 – It’s a 49 – It’s a 63 – Are you 10 -15?

Dispatch Lingo • Terminology can vary from place to place – Brodie • Ten codes can be effective in the right situation but can also be a barrier to communication – more use of plain English • Testimony requires plain English and educating the jury

Radio Procedure • LISTEN to the radio – What is everybody doing – You may be the only one hearing an officer in a dead spot • Start with your unit number • Don’t just talk without being acknowledged by the dispatcher – unless it’s an emergency • Clear and concise – don’t tie up air time

Radio Procedure • Don’t talk over others that are already transmitting • Key the microphone close to your mouth – not from the dashboard or from your hip • Background noise or wind can make it impossible for dispatch to hear you • Your tone of voice can indicate the seriousness of the situation – or you may always sound like the world is coming to an end

Radio etiquette (don’ts) • Clicking the microphone, this is not a response and most Communication Specialists will ask for a repeat until a proper response is given • Shouting/whispering in the radio • Foul language • Talking too fast or too slow • Stepping on other transmissions • Using Officer/Dispatcher names

Radio Procedure • Alert tones – Used by dispatch to attract attention – Crimes in progress – Officer safety info • Emergency button – On each portable and base radio – one button push sends an emergency signal to dispatch and GPS locates you

Radio problem areas • • • Atmospheric interference Storms (wind) Background noise Antenna issues Dead spots Operator error

• Every officer should spend a shift in dispatch as part of their FTO period • Understanding of the volume of activity and become more patient on the radio • EVERYTHING is recorded… • Radio traffic, phone lines and Mobile Data Terminal (MDT) transmissions can be admissible in court • MDT’s are audited on a regular basis

Dispatch Lingo • Encrypted frequencies are available so radio traffic cannot be monitored • Always be aware that the public is listening – Citizens – News stations – Other agencies – City officials

Phonetic Alphabet • The purpose of the phonetic alphabet is to convey letters without confusion over the radio as too many letters sound similar to each other. • • • A – Adam D – David G – George J – John M – Mary P – Paul S – Sam V – Victor Y – Young B – Boy/Boston E – Edward H – Henry K – King N – Nancy Q – Queen T – Tom W – William Z – Zebra C – Charles F – Frank I – Ida L – Lincoln O – Ocean R – Robert U – Union X – X-ray

Mobile Data Terminals • Allows info to be shared without radio traffic – Call narratives – Wanted persons – Pictures • Calls are dispatched an audible alert notifies the officer of the call • Allows officer to access DMV and department databases

Mobile Data Terminals • Most reports are done on the terminal using report management software – Incident reports – CRASH reports – Statewide system • All reports must be approved by a supervisor prior to being entered into the Records system • Dispatcher to officer e-mail, officer to officer e -mail – all are audited regularly

Mobile Data Terminals • State law and Department SOP prohibits the officer from operating the MDT while the car is in motion • Routinely ignored… • Civil liability

Computer Records • Originating Agency Identifier (ORI) Number – Assigned to each agency for teletype and electronic communication – ID of records belonging to that agency – fingerprint cards • Access to law enforcement databases is limited and the material is confidential • Officers and dispatchers have been terminated for breaching that confidentiality

METRO Maine E Telecommunications & Radio Operations

Purpose of METRO 1 – Facilitate the exchange of messages relating to all types of criminal justice maters among all participating law enforcement officers and agencies in the State of Maine 2 – To coordinate the flow of driver license and vehicle registration data requests to and from the Maine Bureau of Motor Vehicles computer. 3 – To communicate directly with other states via the International Justice and Public Safety Information Sharing Network (NLETS) 4 – In Canada through Interpol and the Canadian Police Information Center (CPIC) 5 – To afford the direct access to the wanted/missing person, stolen vehicle and property files and criminal history files of the NCIC in Clarksburg, WV, as well as the state data base which houses the Maine Wanted Person file. 6 – Also affords direct access to protection orders and bail conditions.

METRO Files • Every FORMAL administrative message (AM) dispatched over the METRO system must contain a file classification number which indicates the type of message content. • AA – Amber Alert • File 1 – Stolen Vehicle • File 2 – Auto and license Information • File 3 – Automatically generated for Bail Conditions • File 4 – Hit and Run Accidents • File 5 – Wanted Persons/Escapees • File 6 – Missing Person • File 7 – Burglary/Stolen Property • File 8 – Robbery or Holdups • File 9 – Lost or Missing property

METRO Files Cont’d • • • File 10 – Missing Boats, Outboard Motors and integral boat parts File 11 – Assaults File 12 – Homicides (Murder, Manslaughter) File 13 – General Police Information File 14 – First report of fatal 10 -55, Unattended Deaths File 15 – Formal Criminal Record Check (SBI) File 16 – Lost/Stolen License Plates File 17 – Generated when Bail Conditions are entered File 24 – New Laws and Changes File 25 – Attempt to Locate/Miscellaneous Messages File 26 – Road and Weather Reports

Databases • Department of Motor Vehicles (DMV) • State Bureau of Identification (SBI) – Criminal history records • National Crime Information Center (NCIC) – Launched on 1 -27 -67 with five files and 356, 784 records – 2015 – 12 million active records in 21 files – Averages 12. 6 million transactions per day – Average response time is. 06 seconds – New record on 7 -28 -16 with 17. 4 million transactions

10 -27 and/or 10 -29 check Running a person Need to know the state(s), last name, first name, middle initial and DOB as YYYYDDMM.

10 -29 information When running a 10 -27 or 10 -29 check on a subject, several systems are automatically checked, they area as follows; - DMV - PFA - Bail Conditions - Maine Wanted - NCIC Wanted - Missing Person - Dangerous Gang/Terrorist/Illegal Alien - Sex Offender Registry

10 -27 result Important things to understand on a 10 -27 is the Driver Status, Expiration Date, Convictions, Withdrawals (suspensions) and any Restrictions or Endorsements

10 -29 Result for a person, aka a 10 -24 “HIT” Important to note, a Certified Terminal Operator is the only person who can confirm a 10 -24 “HIT”, as the person has to verify with the originating agency that the warrant is still active, the person matches and to obtain extradition information

10 -29 on property (bicycle) Need to know the minimum of the Type of article and either the Serial Number or Owner Applied Number to check on the 10 -29 status

10 -29 result on an article Need to verify with the originating agency of the validity of the 1029 “HIT”

10 -28 check - Registration Check Running a 10 -28 on a vehicle will automatically check the registration and the 10 -29 status on said vehicle. Need the state you are asking of, the license plate number and license plate type.

10 -29 check on a vehicle results Can be checked with the vehicle’s license plate number and/or a Vehicle Identification Number (VIN). If it has been checked with a license plate number and there is a “HIT” the officer on scene will have to verify the “HIT” with the VIN.

10 -28 Result - Registration query Look at the Status to ensure it is active, check the expiration date (VSAC 30 to 150 days, USAC for >150 days), and the registered owner of the vehicle and DOB, will allow you to check the 10 -27/29 status on the R/O

NCIC • National Crime Information Center (NCIC) – Launched on 1 -27 -67 with five files and 356, 784 records – 2015 – 12 million active records in 21 files – Averages 12. 6 million transactions per day – Average response time is. 06 seconds – New record on 7 -28 -16 with 17. 4 million transactions

NCIC Files • Article File – Stolen articles and lost public safety, homeland security and critical infrastructure identification • Gun File – Stolen, lost and recovered weapons, weapons used in the commission of a crime that are designed to expel a projectile by air, carbon dioxide or explosive action • Boat File – Stolen boats (last two numbers on VIN are year of boat)

NCIC Files • Securities File – Records on serially numbered stolen, embezzled, used for ransom or counterfeit securities • Vehicle File – Stolen vehicles, vehicles used in crimes or vehicles that may be seized based on federally issued court order • Vehicle and Boat Parts File – Stolen vehicle or boat parts with a serial number

NCIC Files • License Plate File – Stolen license plates (only if both are stolen) • Missing Persons File – Persons reported missing to law enforcement and there is reasonable concern for their safety • Foreign Fugitive File – Persons wanted in another country for a crime that would be a felony if committed in the U. S.

NCIC Files • Identity Theft File – Descriptive and other information that police can use to determine if a person is a victim of identity theft or if a false identity is being used • Immigration Violator File – Criminal aliens who have been deported and those without administrative warrants for deportation • Protection Order File – Records of those who have protection orders issued – name of suspect and protected person

NCIC Files • Supervised Release File – Persons released on probation, parole or supervised release or released on recognizance • Unidentified Person File – Unidentified deceased, living people who cannot verify their identity, unidentified victims of catastrophes, recovered body parts. Cross referenced to the Missing Persons File • U. S. Secret Service Protective File – Those deemed to pose a threat to the President or other Secret Service Protectees

NCIC Files • Gang File – Gang members • Known or Appropriately Suspected Terrorist File – Homeland Security Presidential Directive 6 (HSPD). This consolidates all those suspected of terrorism and makes it readily available • Wanted Persons File – Those with warrants for their arrest

NCIC Files • National Sex Offender Registry – Those required to register as a sex offender in their jurisdiction • Violent Person – Those that have exhibited violent tendencies when dealing with law enforcement personnel • National Instant Criminal Background Check (NICS) Denied Transaction – Those have been denied the purchase of a firearm based on a NICS check

NCIC Off-Line Searches • Kinds of off-line searches include: • Use of non-unique personal descriptors, like sex, height, estimated age, and hair color (these descriptors can be used in online searches but only in conjunction with other identifiers, like a person’s name and date of birth); • Partial information searches (i. e. , an officer only has three or four characters of a license plate or only half of a vehicle identification number); • Checks of purged records (records that have been removed by law enforcement or as result of varying retention schedules); • Searches of NCIC’s transaction logs, which may uncover other queries on the same suspect made by another law enforcement agency (can help establish a suspect’s whereabouts).

NCIC Off-Line Searches • Used to locate Timothy Mc. Veigh after he was identified as renting the truck used in the Oklahoma City bombing • Used in the Amy St. Laurent murder case

Other Databases • National Law Enforcement Teletype System (NLETS) • Criminal Justice Information System (CJIS) • Interstate Identification Index (III) • Integrated Automated Fingerprint Identification System (IAFIS) – Expedite Unit – FBI – Field Fingerprint Scanners – Local AFIS

Other Databases • National Missing and Unidentified Person System (NAMUS) • Combined DNA Index System (CODIS) • National Integrated Ballistics Information Network (NIBIN) • Fusion Centers

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