Winthrop University Dispatch Procedures Carter

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DISPATCH PROCEDURES
TELEPHONE PROCEDURES & ETIQUETTE
VOICE QUALITY
It is always necessary to speak slowly and clearly with adequate volume on the telephone. A
dispatcher's voice projects authority and knowledge; it reinforces certainty of what is told to the caller.
If callers cannot hear or understand the dispatcher, then time is wasted with repeated questions; if the
dispatcher is hesitant or unsure, callers will question given answers or the dispatchers ability to help.
It is best to use plain, everyday language with the public.
Do Not use law enforcement jargon.

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Because every call to the communications center is a potential emergency, every incoming call has to be
promptly answered.

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Example:

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TELEPHONE GREETING
If it is not possible to immediately handle the call because of other incoming calls, radio
traffic, etc., ask the caller, "Do you have an emergency?"
If the caller says, "No," tell the caller, "Hold on, please."
If the caller indicates there is an emergency, then ask, "What is the emergency?"
If necessary, proceed to properly handle the emergency. When answering the phone, always write down
the phone number on the display.
SCREENING CALLS
The task of the dispatcher handling police calls is to
Obtain the necessary information.
Route the caller to the proper department.
Dispatch the proper emergency response.

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At the same time, the dispatcher screens out calls not appropriately handled by the department or calls not
considered emergencies. To do this, the dispatcher asks a series of questions that elicit the most information in
the least amount of time.
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Students and visitors will call the police department for many reasons:
To report crimes
To ask legal advice
To ask directions
To ask for services
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The dispatcher must know of which services the department provides and who handles each reported situation.
It is often difficult to determine why a person is calling; therefore, the first questions asked seek to determine if
the person wants to ask or tell something.

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ANSWERING PRIORITY
The possibility of capturing a criminal increases as the response time decreases. A response to emergency
medical calls must be made as soon as possible; therefore, calls received on #3333 always receive top priority
over any other activity in the communications center; other calls are answered afterwards. Dispatchers must
answer all emergency call lines immediately and determine if an emergency exists.
Example:
If an emergency exists, properly handle the call. If not, tell the caller, Hold on.
Then, transfer the caller to the appropriate department or person. If other calls are ringing while
handling a non-emergency call, tell the caller, "Hold on, please."
Then, put the caller on hold and answer the other incoming call. Ask the caller, "Do you have
an emergency?"
If they say, "No,"
Go back to the holding call as soon as possible. Determine the priority of each call by asking,
Do you have an emergency?
If a call cannot be handled or referred within a short period of time (two or three minutes), refer the call to the
supervisor; it is important the dispatcher remains available to answer every call.
Example:
Do Not answer calls by simply saying, "Please hold,"

And then, put the caller on hold; there may be an emergency.
Avoid the need of repeated information by writing some of it down, if a call has to be put on hold.
Do Not forget to also write down their phone number in case they hang up or get disconnected.

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When dealing with all callers, remember to maintain a polite and friendly tone. Dispatchers are not expected to
tolerate profanity or other verbal abuse from callers, but the dispatcher can neither be profane or verbally
abusive to the caller. If th caller has a legitimate request of the police department, dispatch an officer.
Do Not get involved in an argument.
If the caller clearly does not have an emergency or problem, but insists on talking, refer the caller to the proper
department and tell the caller there are other calls to answer. If it has been determined that the Winthrop
University Police Department (WUPD) cannot provide a service to a caller, explain to the caller the
department's policy on the subject and that the department will not authorize the service requested.

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Never simply tell someone, "We can't do that."
Other etiquette guidelines include

Always address the caller by name when necessary.
Always maintain a businesslike attitude when taking calls.
Always sound sympathetic towards a callers situation.
Never make the caller feel foolish.
Never make remarks critical of race, type of call, or groups of people.
Never attempt to educate the caller in terminology or law.
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CALLER ETIQUETTE
Example:
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All dispatchers are required to give their last name or operator number to any citizen who requests it. Many
abusive callers try to make the dispatcher defensive by asking for a name; however, if the dispatcher refuses, the
caller then takes advantage of the dispatcher's defensive position to make further complaints. The easiest way to
handle these calls is for the dispatcher to immediately give the correct name and offer to connect the caller to a
supervisor to resolve any complaints.
Example:
If the caller is abusive and cannot cooperate, tell the caller, Hold on,
Then, refer the call to a supervisor.
Occasionally, an apology for a dispatch delay, previous misunderstanding, or for another dispatcher's actions can
satisfy the caller and return the call to order.
Never feel defensive about admitting to a previous mistake:
Give an apology
Relay the correct information
Proceed to handle the call
Example:
If a caller is upset, hysterical, hostile, or angry, tell the caller, I understand that you are angry,
but I need to ask you some questions so that an officer can respond. What is your address?"
This will demonstrate that the dispatcher understands the situation and intends to send assistance, but needs to
obtain certain infrmation in order to do so.
CONTROL OF CONVERSATION
Because all necessary information needs to be obtained in the least amount of time, it is important for the
dispatcher to maintain control of all telephone conversations. Talkative or insistent callers are difficult to
question and take a longer time to handle. Callers who are abusive or hysterical are highly excited and when a
dispatcher is placed at the same level it only escalates the situation. Furthermore, rude and abusive callers
cannot be avoided; it is easy to take what the callers say personally. Because it is difficult for a dispatcher to be
removed from the personal level, following a few simple steps reduces the likelihood that a complaint gets
filed.
CONTROLLING TECHNIQUES
The following techniques can help control the conversation with minimal side effects and maximum
cooperation from the caller:
Ask direct questions.
Listen while the caller speaks.
Do Not let the caller ramble.
Confuse the caller, if necessary, to gain control.
Speak softly so the caller strains to hear.
Be silent.
Use firm, forceful commands as a last resort.
The caller usually knows what occurred, but not how to report it to police; it is up to the dispatcher to direct the
caller's knowledge into meaningful answers.
Example:
A dispatcher can say, "Slow down for a moment and let me ask you some questions,"
Or, "Take a deep breath and let me ask you some questions."

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To maintain control, the dispatcher says what will momentarily divert the callers attention and reassure help.
The most effective tactic is asking short, specific questions:
What is the callers name?
What is the callers address?
What is the callers telephone number?
Where is the caller at the moment?
Questions should obtain relevant information and flow without interruptions; control of the conversation will
end and need to be re-established, if there is a prolonged pause or the dispatcher gets sidetracked with other
duties.
THE CITIZEN COMPLAINT

Eventually, a caller finds unhappiness with a dispatchers performance, or lack of performance, and ensures to
make aware of the perceived deficiencies; the complaint comes from a caller the dispatcher did well to
accommodate. Remember, every dispatcher receives a citizen complaint from time to time, even if the
dispatcher does not deserve it. Always evaluate what could have been done differently to avoid a complaint
and admit to errors made. Honesty is the best policy; if there is a complaint filed, use it as constructive
criticism and grow. Admitting errors is an adult and professional thing to do; it reveals the dispatchers true
strength as well as character.
ACCURACY
It is vital to the safety of each officer that the dispatchers work is accurate, especially when callers report of
crimes and suspects. The suspect description that is broadcast to an officer in order to detain a suspect, search a
vehicle, or use deadly force can be disastrous if the dispatcher is careless. When receiving calls it is essential to
listen and hear everything the caller says. It takes some practice to hear and listen well at the same time.
Do Not make assumptions or draw conclusions from the caller's statements; let the statements speak for the
caller, then ask clarification questions.
Example:
If a caller states to have just heard several gunshots,

Do Not automatically assume the noises really were gunshots.
The caller needs to be questioned on exactly what was heard and why the noises are believed to
be from a firearm.

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The caller is not allowed by the dispatcher to use general words such as harassment or bothering.

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Ask the caller to clarify by saying, "I do not understand what you mean by harassment. Exactly
what is the person doing?"
Ask specific questions to narrow down the information.. When recording the information into the Computer
Aided Dispatch (CAD) system, try to express the caller's words exactly. The information does not need to be
verbatim.
ADDITIONAL DISPATCH PHONE

There is a battery operated, cordless phone that is in dispatch on the wall near the window. If the dispatcher
uses this phone to answer a ringing line, hit the power key (#) and the number eight key; it then allows the
dispatcher to answer the phone.
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Winthrop University Dispatch Procedures Carter

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Will Carter, Jr 5/14/14 5:58 PM

Will Carter, Jr 2/16/14 7:12 PM

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Do Not answer calls by simply saying, "Please hold,"

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Never simply tell someone, "We can't do that."

Other etiquette guidelines include

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