Employee Name DispatchDISPATCH TRAINING GUIDELINE CTO Guidelines All CTO personnel are held to a higher standard of performance and behavior by virtue of the responsibility they have assumed. The relationship between CTO personnel and trainees shall be one of a teacher/student and or supervisor/subordinate. Inherent in this relationship are the following expectations: * Trainees shall be treated with courtesy and respect at all times. They shall not be harassed, intimidated, intentionally embarrassed or treated in a demeaning manner. * CTOs shall set an example by virtue of their appearance, knowledge, and demeanor. * CTOs shall not show anger or frustration while working with the trainee, Itis the CTO's responsibility to insure that any stress encountered by the trainee is a result of the task being taught and not the result of comments or actions on the part of the CTO. The CTO should be aware of body language and facial expressions. © While CTO personnel may praise in public, they will counsel or correct in private. * CTO personnel shall maintain their objectivity at all times by evaluating performance and behavior only. Evaluations are not to be based upon personality, CTO bias, pre-conceived opinions or personal preferences. ‘© When circumstances indicate a possible conflict of interest, the CTO shall immediately advise their Lead Dispatcher, who shall confer with the Dispatch Manager, if necessary. Some examples include a family or close personal relationship. * CTO Personnel shall be familiar and comply with the City of Antioch’s Sexual Harassment Policy. CTO personnel shall not make discriminatory, sexist, sexual remarks, innuendos, inappropriate advances, or any politically incorrect statements toward any member of the Department. * CTO personnel shall not live with, rent to or from, any trainee, nor will CTO personnel enter into any financial arrangements with a trainee. * CTO personnel shall not accept gifts from or give gifts to trainees during the training process. * CTOs shall immediately report any violation by a trainee of the Departments Policies & Procedures. ‘* CTOs shall teach and follow established Policies & Procedures.DISPATCH TRAINING GUIDELINE Trainee Guidelines It is the expectation of Dispatch that new personnel dedicate themselves to the learning process. That process encompasses job skills, knowledge and becoming familiar with their new work environment. In support of this concept, the following guidelines for conduct are mandated: © Alltrainee personnel shall direct their attention to the learning process. This requires that they disassociate themselves from the social aspects of the work environment. + Trainee personnel shall treat their CTO, Lead Dispatchers and co-workers with respect and courtesy at all times. + Trainees shall restrict their personal relationships with other members of the organization to that of a professional associate. Socializing shall be limited to official Department functions. ‘* Trainees shall be prepared and ready to work at the start of the shift with necessary training material. Trainee personnel shall be familiar and comply with the City of Antioch’s Sexual Harassment Policy. Trainee shall not make discriminatory, sexist, sexual remarks, innuendos, inappropriate advances, or any politically incorrect statements toward any member of the Department. ‘* Trainee personnel shall not make any derogatory remarks or use demeaning language toward any member of the Department. + Trainees shall not publicly demonstrate anger or frustration aimed at the CTO or another co-worker. Conflicts shall be resolved in private. © Trainees shall follow the direction of their CTO atall times. If the trainee believes an instruction or order is improper or an evaluation is unfair, they will discuss it through the training chain of command beginning with the CTO. * Trainees are directed to bring any unresolved conflicts, potential problems, personality differences or issues affecting their training progress, to the attention of the Lead, as soon as identified. * Trainees shall not live with, rent to or from CTO personnel, nor will trainees enter into any financial arrangements with CTO personnel. * Trainees shall not accept gifts from or give gifts to CTO personnel during the training processTable of Contents Welcome and Introduction Local Law Enforcement Agencies Police Station Security Systems Community Warning System Beats/Quadrants/Maps Book Resources Radio Call Signs Codes Abbreviations and Acronyms Event Types Closing Codes Radio Codes Color Codes Other Abbreviations Criminal Law ‘Antioch Municipal Codes JAWSICLETSINCIC Call Taker Micro-Data Phone System Text to 9-1-1 ‘Amber Alert Silver Alert ‘Automated Vehicle Locator Online Reporting Schedule & Time Sheets Policy Manual Ride-Along Check Off List "1 14 16 20 26 28 29 34 39 42 47 48 50 65 66 71 81 85 90 92 93 94 95 96 99 COMMUNICATIONS TRAINING MANUALWELCOME Welcome to the Antioch Police Department's Communications Team. Your training will be a demanding, yet rewarding time in your career. During the next several months, you will learn how important your role will be in the successful operation of the department. You will be the first contact many citizens have with the police department. It will be vital to good public relations that you project an image of professionalism and competence. You will be amazed at the vast amount of knowledge your training team has to share with you Keep in mind that the training program is designed to benefit you. The amount of knowledge you gain is directly proportionate to the amount of energy you put into the program. It is imperative you report to work every day, alert and ready to learn. We are here to help you become a viable member of the communications team. Training is divided into 6 phases. These phases are a guideline and will be adjusted to each trainees needs. The following is an explanation of each phase and their expectations. COMMUNICATIONS TRAINING MANUAL 1PHASE 1 The following instructional and performance objectives shall be met by the end of Phase 1 Orientation to Antioch Police Department and functions of dispatch. Read through the majority of the training manual with the CTO. The phonetic alphabet and color abbreviations shall be memorized. Shall have a system in place (of their choice), which will aid them in memorizing 10 codes and calll types. There should be evidence of progress in their memorization. The keyboard functions shall be reviewed, understood, and performed by the trainee to the point where significant progress is evident. CAD commands for call taking shall be reviewed, understood, and performed by the trainee. The CAD monitors/screen/windows shall be reviewed, understood, and performed by the trainee. Shall have basic understanding of the MicroData phone system, and its functions. Shall be taking non-emergency calls with assistance from the CTO and entering calls into a CAD event screen. Incoming telephone calls shall be placed on hold to answer other non-emergency lines ringing. Has been shown how to enter vehicles into SVS and missing persons into MUPS. Has started reading through the Policy for the Department on Lexipool. Has been shown both city maps and basic beat information for each city. COMMUNICATIONS TRAINING MANUAL 2PHASE 2 The following instructional and performance objectives shall be met by the end of Phase 2 and prior Phase skills are continuing with consistency. Able to use CAD commands to obtain information about calls pending. Studying city maps, gaining knowledge of patrol beats. Handling non-emergency calls routinely with minimal assistance, and is able to comprehend caller's problems or requests, ask the appropriate questions, controls the calls adequately and applies the appropriate call type. Handles urgent calls quickly and appropriately with assistance from CTO. Calls can also be transferred with little or no difficulty, as well as the appropriate referrals made for police broadcast (medicals, CHP broadcast). Has been shown RMS and the multiple searches that can be run. Is able to enter vehicles into SVS as stolen, towed, repossessed and private property with minimal assistance. Is able to enter missing persons into MUPS with minimal assistance, Has been shown EPO entries into the ROS system, gun entries in the AFS. systems, and how to use CHS to pull a RAP sheet, along with other miscellaneous CLETS functions that might come up. Has finished reading through the Policy for the Department on Lexipool. COMMUNICATIONS TRAINING MANUAL 3PHASE 3 The following instructional and performance objectives shall be met by the end of Phase 3 and the above Phase skills are continuing with consistency. Requires some assistance on emergency type phone calls (such as bank robberies, shootings, stabbings, etc). Is putting non-emergency calls on hold to answer ringing 911 lines. Event types are being memorized and the majority are known and entered correctly as call types. The narrative on calls is typed in a clear understandable manner with emphasis given to officer safety issues. Able to control non-emergency and emergency phone calls in a manner where he/she can obtain relevant information quickly while utilizing good customer service skills Is able to enter vehicles into SVS as stolen, towed, repossessed and private property with little to no assistance from the CTO. Is able to enter missing persons into MUPS with little to no assistance from the cTo. Introduced to the radio service channel when staffing permits. Has sat at the CLETS terminal (currently CAD4) and understands how to sort and forward the incoming messages to the appropriate departments, and has also been shown how to complete the JAWS report when records personnel are not on duty. Knowledge of the geography of the city has progressed to the point where the Trainee knows the beat layout of the cities. COMMUNICATIONS TRAINING MANUAL 4PHASE 4 The following instructional and performance objectives shall be met by the end of Phase 4 and the above Phase skills are continuing with consistency. Introduced to radio CAD commands and radio traffic with assistance from CTO. Released to work phones unassisted both non-emergency and emergency lines. Dispatch officers to calls with assistance from CTO. Put officers on on-views with assistance from CTO. Check plates and persons hits with assistance from CTO. Confirm warrants in JAWS and WPS as well as complete Due Diligence and administration messages with assistance from CTO. Enter vehicles into SVS as stolen, towed, repossessed and private property with no assistance from the CTO. Enter missing persons into MUPS with no assistance from the CTO. COMMUNICATIONS TRAINING MANUAL 5PHASE 5 The following instructional and performance objectives shall be met by the end of Phase 5 and the above Phase skills are continuing with consistency. Work radio during slow periods of activity with minimal assistance from CTO. Inquires, confirmation, and due diligence of warrants are done correctly and in a timely manner with little or no assistance from CTO. Working radio with assistance from CTO while there is heavy radio traffic. Dispatch officers to calls with minimal assistance from CTO. Put officers on on-views with minimal assistance from CTO. Check plates and persons hits, and give returns to officers with minimal assistance from CTO. PHASE 6 The following instructional and performance objectives shall be met by the end of Phase 6 and the above Phase skills are continuing with consistency. In shadow phase of radio and able to work radio with little or no assistance from CTO. Perform all other related dispatch duties in the phases above with little or no assistance. Is in the process of getting released as a full time dispatcher. COMMUNICATIONS TRAINING MANUAL 6INTRODUCTION The term “Public Safety Dispatcher” describes today's professional whose skills combine those of a radio dispatcher, telephone call-taker and computer specialist. Our goal is improved public safety by increasing communication accuracy and decreasing response time. This goal very much involves you. The CAD system affords all terminal users quick access to a myriad of computer-listed files. Users can query the status of all units and calls from any terminal in the system. One can also view andior print out a history of any incident in chronological order. What used to take hours of handwriting and typing now only takes seconds to note, and the computer stores the data. The term "call-taker" refers to the individual who receives the call from the reporting party, extracting thorough and accurate information for the proper allocation of resources. The “dispatcher”, by use of the police radio, allocates departmental resources predicated on the information received from the call-taker. Your job requires a positive demeanor, which will assist you to consistently function under pressure. Dexterity is needed to operate the various computers located at the communications console. The ability to make quick decisions and take the necessary actions to follow through on an incident is critical. A prime requirement is the ability to quickly comprehend what is read or heard, process the information, make quick and accurate decisions, and verbally relay that information in a clear and concise manner. Upon accepting the responsibilities and challenges of the position, you will experience a level of personal satisfaction and achievement seldom encountered in a routine work environment. You have the right, and should take pride in a job well done. COMMUNICATIONS TRAINING MANUAL 7USE OF THE TRAINING MANUAL The communications training program is carefully planned and structured in such a way that the new employee is exposed to as comprehensive a span of public safety ‘communications experience as possible during the training period. This training manual has been designed so that information is in small chapters, or phases, that coincide with the actual dispatch positions. Several persons can become involved in your training without duplication or gaps, ensuring standardization of the program. Each chapter contains information pertinent to the listed topic. You will receive written quizzes throughout your training. Along with these specialized quizzes, you will have a final examination specifically designed for each phase of training. Only after completion of the training manual, and earning a passing grade of 90% for the examinations, will you be considered competent in that specific topic. Remember, you hold the key to your success - be alert and assertive. Actively participate in the process. Ask questions. As a Dispatch Trainee it is your responsibility to solicit further clarification from the trainer on any materials or procedures contained in this guide, or given verbally during the training process, which you may not fully understand. It is the responsibilty of the trainee, while on duty, to possess and maintain this training manual at all times during the training period and to present it for inspection upon the request of any authorized trainer or supervisor. COMMUNICATIONS TRAINING MANUAL 8YOUR TRAINING PROGRAM Your training officer is your direct supervisor and the first person you should contact for questions and/or direction. They have been specially chosen for their knowledge and experience. Although your trainer has a responsibility to teach, the ultimate responsibility to learn will be yours. To be successful, you must make a commitment to learning that may seem uncommonly intense for the first few months. The training program has been designed to maximize your exposure to the information, tasks, and equipment you will be expected to master. Your training officer will train you on a one-to-one basis. Adequate time will be allotted for you to learn and develop the skills needed to proficiently perform your job tasks. The mastery of specific tasks and information is not a set period of time, but rather a steady and gradual demonstration of progress. Individuals learn at varying rates depending upon a number of variables, including past experience and time spent studying materials. Previous experience has demonstrated you should be comfortably able to assume a shift, with minimal supervision, after you have completed the training program. After a year you should be relatively comfortable in any situation, but it will be almost two years before you will consider yourself a seasoned Public Safety Dispatcher. Relax and allow yourself to lear. The purpose of the training program is to assist you to become a consistently competent employee. Initially, you will undergo a brief orientation. You will then begin training with an experienced training officer from the communications center. The essentials of dispatching are best learned through hands-on experience. ‘As you progress through the various phases of training, you will begin to perform more of the actual work, while the trainer assumes more of a coaching role. Part of your training will consist of ride-alongs with police officers, civilian community service officers, and investigators. You will be required to view video and/or listen to audiotapes as well as, other assigned training aids. Once trained you will be part of a professional and knowledgeable team that is the vital link between the Antioch Police Department and the public they serve. COMMUNICATIONS TRAINING MANUAL 9PERFORMANCE STANDARDS Performance standards are an important aspect of the training process. Your overall evaluation as a public safety dispatcher will include areas that directly relate to standards of performance. These standards are vital to effective and efficient operations within the police department. PERFORMANCE The trainee is able to express her/himself clearly, both verbally and in writing. They show initiative and retain information. They have the ability to adapt to new situations and make sound decisions, even under stress. The trainee is able to comprehend and retain information received. They will be able to transmit information via the radio in a clear, understandable and professional manner, maintaining officer safety as the highest priority, INTERPERSONAL SKILLS The trainee exhibits good customer service skills, relating to others with professionalism, courtesy and empathy. They tactfully control conversations. They are positive and cooperative, with respect shown to supervision, co-workers and the public. JOB SKILLS The trainee uses the policies, knowledge and information presented with applied common sense. They know how and where to access information from written references, The trainee utilizes references independently and has a good working knowledge of the communications equipment. JOB READINESS The trainee reports for work promptly. They maintain their health and minimize sick time usage. They accept responsibility to perform and complete the duties assigned, and are available for overtime or extra shifts when necessary. The trainee has the willingness to accept all work assigned and perform the menial as well as the more challenging functions in an equally efficient manner. COMMUNICATIONS TRAINING MANUAL 10LOCAL LAW ENFORCEMENT AGENCIES AMERICAN MEDICAL RESPONSE American Medical Response, aka, AMR, is the primary contract ambulance service throughout Contra Costa County. They will respond a paramedic unit to all code 3 medical calls. To request an ambulance you will contact Consolidated Fire Dispatch they will dispatch the appropriate unit needed. If you need follow up information regarding a transport you will need to contact AMR dispatch direct at 888-650-8514. BART POLICE The BART Police Department has jurisdiction over property in the city of Antioch. There is a transit parking lot at 1065 Slatten Ranch Rd. They are responsible for all complaints at these lots. In the near future the BART station will open and BART will still be responsible for the parking lot and any issues on the BART platform. BRENTWOOD POLICE Brentwood Police boarders the city of Antioch on the east and southern end. They may be called upon in times of mutual aid. They are dispatched by their own Dispatch Center. CALIFORNIA HIGHWAY PATROL They are responsible for all freeways, on-ramps, off-ramps, and any accidents or traffic related matters on county roadways. The California Highway Patrol will handle any criminal activity on the freeways. They are the primary responders to all state offices such as the Department of Motor Vehicles. They do have patrol units with the capability of transmitting on our frequencies along with an air support unit available that may be called upon in times of mutual aid. They also have CLEMARS, a statewide inter-city, inter-county channel. COAST GUARD RIO VISTA STATION As a division of the Armed Forces they are stationed out of Rio Vista and have the capabilities of responding either by land or water to all waterway rescues, distress, boater assistance and overdue boaters. The city of Antioch will call upon them for transportation assistance when needed to respond to Kimball Island in the case of an emergency. COMMUNICATIONS TRAINING MANUAL 1CONSOLIDATED FIRE DISTRICT ‘The Consolidated Fire District (ConFire) has been contracted to handle all medical and fire related emergencies for Antioch, other contracted incorporated cities and the unincorporated areas of the county. Their main dispatch center is located in Pleasant Hill. Upon a request for paramedics, it is the CFD procedure to send an engine company (fire unit) along with a private ambulance company unit. ConFire dispatches for all Contra Costa cities except for Richmond. City of Antioch Fire Stations: Fire Station 81 - 315 W. 10" St. Fire Station 82 - 186 Bluerock Dr. Fire Station 83 - 2717 Gentrytown Dr, Fire Station 88 — - 4288 Folsom Dr. CONTRA COSTA COUNTY SHERIFF Contra Costa County Sheriff/Coroner is responsible for law enforcement in the unincorporated areas of the county, such as Discovery Bay, and contracts with other incorporated cities for their law enforcement (i.e. Oakley, Danville, San Ramon) when such cities have no municipal law enforcement. The Sheriff's department also maintains the Main Detention Facility in Martinez (county jail), several other county detention facilities and work camps, a county crime lab, marshal's office and various other units such as a helicopter, search and rescue, and marine patrol that may be called upon in times of mutual aid. Our patrol vehicles have the capabilities to transmit on the county frequency in times of mutual aid. They act as a liaison and switching station between Contra Costa ‘County agencies and the Department of Justice and NCIC for computer data bank queries. DEPARTMENT OF FISH AND GAME The city of Antioch has geographic boarders with the Sacramento River and open land in which the Department of Fish and Game could be utilized for water or marsh land access. Keep in mind they have police powers throughout the state however their main objective is ‘enforcement of fish and game ordinances. COMMUNICATIONS TRAINING MANUAL 12EAST BAY REGIONAL PARKS POLICE The city of Antioch has geographic boarders with EBRP. The city leases parks property and in turn we agree to handle any police issues on these properties. They include Worth ‘Shaw Park on James Donlon and walkways throughout the city. EBRP has a helicopter unit and are called upon for mutual aid when needed. There are also two Regional parks with entrances inside our city, Black Diamond Mines and Contra Loma Regional Park. OAKLEY POLICE DEPARTMENT They handle all of the incorporated area of Oakley. They are a contract city of the Contra Costa County Sheriff's Office and are dispatched through the services of the CCCSO Dispatch Center. The city boarders with Antioch to the east and may be called upon in times of mutual aid. PITTSBURG POLICE Pittsburg Police boarders the city of Antioch to the west and may be called upon in times of mutual aid. They contract their dispatching through the CCCSO Dispatch Center. RAILROAD POLICE All properties where railroad tracks encompass the area the primary response for any police service is the responsibility of the railroad company’s police departments. In our jurisdiction, that falls on the Burlington Northern and Sante Fe Railroad Police or the Souther Pacific/Union Pacific Railroad Police. Keep in mind that these police departments will have extended eta’s and in most situations we will need to dispatch our police units to the scene as the primary responder until the Railroad Police can arrive. ‘Such call types would be train vs pedestrian or vehicle and train derailments involving hazardous materials, injuries, etc. WALNUT CREEK POLICE The Walnut Creek Police has an FBI certified Bomb Squad. They are to be called upon as a first responder once it has been determined by an Antioch Police Officer that a Bomb Squad response is warranted. They can have an ETA of an hour or more depending on availability of team members. COMMUNICATIONS TRAINING MANUAL 13POLICE STATION SECURITY SYSTEMS The Antioch Police Station is equipped with several security systems that contro! the key card readers, magnetic door alarm contacts, gates, fire alarms, duress alarms, air ventilation system, backup power generator and a countywide waming alert system. Communications personnel monitor these systems 24 hours a day. There are strict guidelines in place to monitor each of these systems. All regular employees and volunteers shall be issued a coded key card. The security level of the card shall depend upon the employee's assignment and/or rank. Volunteers who have not been issued a coded key card will enter/exit via the main entrance. Relatives or friends of employee's must be accompanied by an employee at all times, all visitors who are not accompanied by an employee must check in at the front counter and obtain a visitors pass. There will be times when visitors need access into the secured parking area they must obtain prior authorization or check in at the front desk first. The exception to this is outside agencies requesting use of our jail facilities, corporation yard workers, car washers and radio technicians. CAMERAS — INTERCOMS - GATES The system is equipped with seventeen (17) cameras that monitor the interior and exterior of the police department, some of which are digitally recorded. These afford communications personnel the ability to monitor the security of the facility. There are also monitoring cameras in the watch commander's office. The system scrolls through the screens to display all department cameras in rotation. This allows communications to scan through the various cameras without physically changing each individual display. At strategic areas throughout the facility, intercoms are positioned. The security intercoms allow you to determine who and/or why a person(s) may need access to a particular area in the department. Dispatch is responsible for monitoring these intercoms and opening the doors/gate to authorized personnel. EMERGENCY ALARMS There are manually activated “officer needs assistance” alarms throughout the facility. These are considered code 3-priority assistance needed when activated. These manual alarms are located at the police department front desk, the two interview rooms next to the front lobby, the front counter in animal control, and numerous locations throughout the COMMUNICATIONS TRAINING MANUAL 14 revised 3/2/2020booking (jail) area. If an emergency situation exists go out on the intercom paging system throughout the police station alerting to where the assistance is needed and also over the Police radio channel advising the location and nature of the incident if know. FIRE ALARMS The fire alarms throughout the facility are monitored in dispatch. When an alarm is received you need to notify the Watch Commander on duty inside the facility. If there is no Watch Commander inside the facility or you are unable to reach him you need to contact a Jailer, Patroiman, etc. Once you have made contact with someone inside the facility, have that person respond to the location of the fire alarm and check the status of the area. While you are attempting to get an all clear from the person, you may go ahead and reset the alarm. if the alarm is valid make a broadcast over the phone intercom system, over the radio and calll the fire department to dispatch the appropriate apparatus (make sure to dispatch the Watch Commander). In the event there is a need for evacuation, you are to remain in the dispatch center until the Watch Commander releases you from your post. COMMUNICATIONS TRAINING MANUAL 15 revised 32/2020COMMUNITY WARNING SYSTEM The Contra Costa Community Warning System (CWS) is an emergency warning system that consists of alert and notification functions. The alert and notification features are linked by a radio frequency network, and are designed to function when telephone systems fail. Signals carried by radio frequency can activate every part of the emergency system. CWS was created to provide warnings to residents living near oil refineries along San Francisco Bay in Contra Costa County. While that is still its primary purpose, the system has been expanded to provide all-hazards waming and may also be used in fire, law enforcement, natural disasters, and other public health incidents. The system includes more than 40 outdoor warning sirens and can send warnings via email, pager, SMS (text), "reverse 911" telephone notification, the Emergency Alert System, and other means. A map-based interface allows precise warnings of affected areas. The system's design features multiple safeguards-such as back-up power at each broadcast point, operation on multiple radio frequencies, and four broadcast towers within the county to receive and broadcast signals, giving the system an excellent chance of surviving a major earthquake. The alerting portion of the system consists of sirens. The sirens are located near the facilities that pose the greatest potential risk to the community from a hazardous material release. The sirens are designed to alert people who are outdoors in the communities or who live closest to these facilities. Dispatch will receive a large influx of calls from citizens, outside agencies and sometimes the media with inquiries about the siren activation. The sirens are also tested on the first Wednesday of every month at 1100 hours. The notification portion of the system consists of: 1. The ability to communicate by radio transmissions between CWS computer terminals that are located at selected facilities and at Contra Costa Health Services, OES, Contra Costa County Fire Protection District, Bay Area Air Quality Management District, USCG, COMM1, and the cities of Richmond, Pinole, Martinez, and Antioch Police Departments. 2. The ability to get emergency information to the media, including television stations, radio stations, and cable television. 3. The ability to connect with an automated telephone dialing system. The automated dialing system is initiated automatically by the CWS for programmed sequences. 4. The ability to transmit emergency information to National Oceanic and Atmospheric Administration weather radios. COMMUNICATIONS TRAINING MANUAL 16There is a CWS terminal located in the dispatch center. The Supervisor at Contra Costa County Sheriff dispatch can make a CWS call out request when the criteria is met. A CWS may be activated when a refinery calls in a *Level’ notification. Classification “levels” of releases of hazardous materials, and the required emergency response and notification for each level, have been developed. The CWS has been programmed to initiate a sequence of actions for accidental releases of hazardous materials, depending on the “level” of the release incident. This programming is referred to as a ‘programmed sequence.” For example, if the CWS is activated by a facility for a Level 0 event, the CWS will notify Health Services. If the CWS is activated for a Level 3 incident, the CWS will activate sirens and an automated telephone dialing system, and notify designated regulatory and response agencies and the media. + LEVEL 0 is any non-standard activity at a facility where there is potential for public concern. It must be easily contained and controlled by plant personnel. Notify OES Watch Commander. LEVEL 1 is an on-site problem that, if not contained, could cause an off-site health and safety problem. Notify OES Watch Commander and Hazmat. * LEVEL 2 is for an incident requiring a response. At this level, there may be an off- site concer by community; however, no health risk to the community is expected. ‘An advisory notification will be made to the television stations and radio stations that are a part of the system. Notify OES Watch Commander, Hazmat, and the Health Officer. * LEVEL 3 js for an incident requiring a response, outside assistance to the incident, and an off-site consequence is expected. Alerting will be done using sirens. The community will also be notified by sending messages to television and radio stations, cable head ends, by the automated telephone dialing system, and NOAA weather radios. The response to hearing the sirens and the message from media notification is to shelter-in-place and tum on a radio or television for more information. T.E.N.S TENS is an automated telephone calling system that delivers recorded wamings and instructions to businesses and households. TENS can be activated when there is an emergency incident impacting or with the potential to impact one or more members of the public that may result in loss of life or quality of life. TENS can also be activated for an imminent incident, one expected by the emergency manager or incident commander to become active. COMMUNICATIONS TRAINING MANUAL 7There are certain hazards that can cause an immediate public safety impact. An example would be a jack-knifed tanker leaking ammonia in a populated area. An incident such as this would require a TENS activation. There are some instances when it is optional to activate TENS. An example would be a missing autistic child thought to be in a certain neighborhood. In this case it is not a public safety threat, but it would be a more efficient way of getting the information to the community quickly. The following is a list of people who are authorized to request a TENS activation when necessary: S.0. Emergency Services Division Captain $.0. Officer Of The Day — Lieutenant S.0. Emergency Services Division Administrative Lieutenant S.0. Community Warning System Manager or CWS Duty Person S.0, OES Manager or OES Alert Duty Person Health Officer Health Services Hazardous Material Director Health Services Hazmat Incident Response Team Leader Incident Commander (of any police/fire agency) Emergency Operations Center Operation Section Chief When a request is made for a TENS activation, the communications supervisor at Contra Costa County Sheriff dispatch will be notified and make the required notifications. SHELTER IN PLACE A shelter-in-place order is given to the community when an incident has occurred that would make it dangerous to be outdoors. The types of incidents can vary. It could be an armed and dangerous suspect that is in the area or it could be a chemical release. The shelter-in-place is automatic when a refinery activates the sirens. A sergeant on scene of an incident can also authorize a shelter-in-place, as well as any of the above listed people authorized to activate TENS. The watch commander for the jurisdiction should be notified of the shelter-in-place. If the shelter-in-place is due to a chemical release or some other kind of Hazmat incident, Hazmat and Environmental Health should be notified through Contra Costa County Sheriff dispatch. COMMUNICATIONS TRAINING MANUAL 18The Shelter-In-Place instructions are as follows: Close and lock all doors and windows. Tum off heating and air conditioning systems. Extinguish fireplace fires completely, and close the damper. Any openings around doors, windows, or vents can be sealed with tape or other available materials. Tune radio to KCBS AM 740 for additional information and instructions. Do not call 9-1-1 unless you have a life-threatening emergency. Keep your phone lines clear. aeone Now Call volume will go up as people call into the communications center to find out if there is additional information. Dispatchers may have to read the shelter-in-place instructions and ask the citizen to listen to the radio for further information. Shelter-in-place instructions can be found in the RI file under shelter. REDDINET Rapid Emergency Digital Data Information Network (ReddiNet) is a wireless, computer- based communications system developed by the Health Care Association of Souther California to link hospital emergency departments and EMS agencies. ReddiNet operates over microwave radio frequencies and therefore is not dependent on telephone lines to function. ReddiNet was installed in Contra Costa as a result of a joint venture between Contra Costa County and Alameda County. Contra Costa County is a Central Point (CP) and exercises direction and control over the EMS system in Contra Costa County. ReddiNet will be used primarily for: Hospitals updating their daily bed counts (censuses) Hospitals reporting that they are on ED diversion or trauma bypass The coordination of Multi-Casualty Incidents Communications with hospitals in the aftermath of a disaster. Police Agencies that need to be notified of specific victims. The main ReddiNet terminal is located at the Contra Costa County Office of the Sheriff Dispatch Center. If a sergeant makes a requests for dispatch to contact all county hospitals we can do so by making one phone call to CCC dispatch and asking them to send a ReddiNet message. COMMUNICATIONS TRAINING MANUAL, 19GEOGRAPHY The following pages are information you will need to function as a valued member of this team. It includes beat plans; city geography and information that will help you acclimate to the police environment. This chapter is intended to be a resource for you in your on-going training and not a chapter of information to be memorized verbatim. ARTERIAL STREETS NORTH/SOUTH EAST/WEST AST Ww 10" sT GST E48" ST LST w 18" sT CAVALLO RD BUCHANAN RD CONTRA LOMA BL COUNTRY HILLS DR DALLAS RANCH RD DAVISON DR DEER VALLEY RD JAMES DONLON BL HILLCREST AV LONE TREE WY SOMERSVILLE RD SYCAMORE DR AUTO CENTER DR WILBUR AV FREEWAYS SR 4 - Highway 4 (east/west) Bypass- Highway 4 Bypass (east/west) 1160 - Interstate 160 (north/south) BEATS AND REPORTING DISTRICTS AREAS: The City of Antioch is divided into six geographically beats. Patrol units are assigned to a specific area. During your radio training you will learn guidelines for dispatching officers to cover calls not, in their assigned beat. COMMUNICATIONS TRAINING MANUAL 20PD BEATS & ZONES CITY OF ANTIOCH COMMUNICATIONS TRAINING MANUALBOOK RESOURCES PAYROLL BINDER The payroll binder contains time sheets for the current shift. It is the responsibility of each employee to fill out your time sheet, sign and date it. It will be your responsibility to log any overtime and attach the overtime card to your time sheet. As well as attaching any time off slips. If the on duty supervisor has not approved the over time it will be left for the payroll supervisor to approve. City finance will not accept payroll sheets without your signature and date. Do not use white out on a time sheet. Cross out and initial any changes that need to be made. BRIEFING CLIPBOARD This clipboard contains all briefing bulletin. These can originate from patrol, investigations, administration and outside agencies. Emergency Protective Orders (EPO's) that service is, needed are placed on this board. You will be required to read this within the first hour of your shift. The bulletins are purged on a weekly basis and placed in the watch commander's office where upon request they can be accessed. DAILY SHIFT LOG The on duty supervisor from patrol prepares this for each 12-hour shift. It will contain arrest information and incidents of note. You will be required to read this during the first hour of your shift. SVS ENTRY BOOK This book lists all of the make/model/style codes of vehicles you will need to enter them in the Stolen Vehicle System. CALIFORNIA JUSTICE INFORMAITON CENTER (CIS) This is a DMV teletype reference manual, which lists all of the codes necessary to access this system and an explanation of what information is available to you. COMMUNICATIONS TRAINING MANUAL 22NCIC OPERATING MANUAL This is another teletype reference manual, which contains all of the codes and explanations for this system. PENAL CODE Even though many of our call types and radio codes come from the penal code, it is for reference and need not be "memorized." The penal code contains the definitions of, and penalties for various crimes in the State of California. You will become familiar with a great deal of the information as your training progresses. VEHICLE CODE This book lists the definitions of, and punishment for various vehicle code violations in the State of California. The back of the book contains a list of the codes, and identifies whether it is an infraction, misdemeanor or felony. It is very helpful when trying to determine the severity of traffic warrants, ANTIOCH MUNICIPAL CODE BOOK This book lists the "AMC" violations passed by the city council and approved by the city attorney. Municipal Codes are generally misdemeanor violations and are subject to arrest the same as any of the penal or vehicle codes. You will learn the most common violations, such as noise abatement, curfew, skate park regulations, door-to-door peddling, etc. A partial list of the municipal codes most commonly utilized is in the "RI file. PHONE REVERSE BOOK Many times an officer will have a phone number and need the corresponding address or have an address and need the corresponding phone number when the name of the resident is unknown. The reverse index will provide this information on all listed phone numbers. This book is obtained through AT&T. Information contained within is not for release to the public. COMMUNICATIONS TRAINING MANUAL 23JAWS REPORT BOOK During weekends and holidays when records staff are not on duty, dispatch personnel may need to enter a felony JAWS warrants into WPS as well as clear out warrants that have already been served. This book contains instructions and samples of what to do. MISCELLANEOUS There are numerous books in this room for your reference. Be sure to take your time to know what and where they are. Most are located in the “Round” in the center of the dispatch room. It will be your responsibility to know where they are and what type of information is contained in each book. You can expect to use them for reference on a continuing basis. OTHER RESOURCES CAD REFERENCE INFORMATION FILE Our system contains reference files that act as an internal information center. You will find everything from needed phone numbers to radio call signs for department personnel. Learning how to utilize this file to their fullest potential will afford you access to most of the information you will need to perform your daily duties. During your training you will learn: > How to access the files > Cattle owners/locations/emergency contact numbers > Bomb Squad call out procedure > School District emergency contact numbers > HAZMAT Response > And numerous others. COMMUNICATIONS TRAINING MANUAL 24INTRANET The Intranet is available to all employees. You are required to check your e-mail each day you are on duty. You receive and send mail within the department via Microsoft Outlook. This is where you will find police share files, employee phone roster, employee cell phones, departmental phone extensions, other files such as the legal source, penal code and numerous others. The intranet enables you access to the intemet and this is where you would receive e-mail from the public or send e-mail outside the department. Keep in ming this is for police use only, not personal use. Our e-mail address first initial last name (no space) @ci.antioch.ca.us Example: [email protected] RECORDS MANAGEMENT SYSTEM (RMS) The Records Management System is one of the computerized systems utilized by the Antioch Police Department. Some of the information contained in the system is considered Criminal Offender Record Information (CORI) per 11105 CPC. RMS contains only those events that have a specific reference number attached to them (CF number, Traffic Citation number, Field Interview number). Calls for service that only generate a call history number are contained in the Computer Aided Dispatch System. RMS is an internal system and only contains information from Antioch Police Department, COMMUNICATIONS TRAINING MANUAL 25RADIO CALL SIGNS RADIO CALL SIGNS The number designates the city employed. The alpha designates the shift or special assignment, The last number designates beat assignment or specialty call sign. Antioch’s city number is 2. Each patrol shift has a designated call sign X-day shift, Y-swing shift and Z-graveyard shift. 2A1 through 2A16 represents Administration, Lieutenants, Schoo! Resource Officers, Training 2W1 and up represents Sergeants 2C21 and up represents Corporals (changes to W when no Sgt on duty) 21 through 2M represents Traffic Officers 2K91 through 2K96 represents K-9 Patrol Officers 2J1 and up represents Parking Enforcement Units (non sworn) 211 and up represents Investigators 281 and up represents Community Services Officers 2D1 and up represents Detention (Jailer) 2K1 up represents Animal Services (non sworn) 2N1 and up represents Code Enforcement 2P10 through 2P19 represents Contra Costa County Probation Officer working within the Antioch City Limits 2P20 and up represents special enforcement team 2G1 and up Community Engagement Team 2R1 and up represents Reserve Units 2V1 and up represents Adult volunteers COMMUNICATIONS TRAINING MANUAL 26 Revised 3/2/20202E1 and up represents SWAT 2X1 and up represents Patrol day shift 2Y1 and up represents Patrol swing shift 2Z1 and up represents Patrol graveyard shift POLICE AGENCY IDENTIFIERS Each emergency service agency in Contra Costa County is assigned a calll sign prefix. This simplifies multi-jurisdictional operations and helps to eliminate confusion on countywide frequencies. The following is a list of those agencies you may contact in the course of your duties. Cities that are contingent to Antioch have an asterisk after the station number. Become familiar with their locations and common boundaries with our city. NUMBER AGENCY * CONTRA COSTA SHERIFFS OFFICE a ANTIOCH POLICE 3* BRENTWOOD POLICE 4 CONCORD POLICE 5 EL CERRITO POLICE 6 MARTINEZ POLICE 7 KENSINGTON POLICE 8 PINOLE POLICE PITTSBURG POLICE 12 PLEASANT HILL POLICE 13 RICHMOND POLICE 14 SAN PABLO POLICE 15° WALNUT CREEK POLICE 16 MORAGA POLICE 7 CLAYTON POLICE 18 LAFAYETTE POLICE 19° CHP 20 HERCULES POLICE 21 DANVILLE POLICE 22" OAKLEY POLICE 23 ORINDA POLICE 24" COLLEGE DISTRICT 25 SAN RAMON POLICE 2m DISTRICK ATTORNEY COMMUNICATIONS TRAINING MANUAL 27 Revised 32202028" PROBATION 29" FB. 3t* COUNTY ANIMAL SERVICES 32* OFFICE OF EMERGENCY SERVICES 42" EAST BAY REGIONAL PARKS POLICE. CODES In order to communicate the greatest amount of information in the least amount of radio time, law enforcement has developed codes. We have codes for the alphabet, codes for crimes and police activities, codes to get information into CAD, and a myriad of abbreviations and acronyms that must be leamed to make sense of our day-to-day operations. You are truly learning another language. Don't be discouraged at the amount you have to leam. Some must be memorized, but many will be picked up Just by sitting and listening, PHONETIC ALPHABET This alphabet should be memorized and practiced daily until you are able to think in this alphabet without having to translate. A good method of practice is to say, phonetically, every license plate you see while driving, spell the name of everyone in your family, etc. A- ADAM B-BOY C- CHARLES D-DAVID E-EDWARD F - FRANK G- GEORGE H-HENRY 1-1DA J- JOHN K-KING L-LINCOLN M- MARY N-NORA O- OCEAN P- PAUL Q- QUEEN R- ROBERT S-SAM T-TOM U-UNION V-VICTOR W- WILLIAM X~ XRAY. Y- YELLOW Z-ZEBRA COMMUNICATIONS TRAINING MANUAL Revised 3/2/2020 28ABBREVIATIONS AND ACRONYMS ABC Alcoholic Beverage Control (California) ACO Animal Control Officer ADD Address ADDL Additional ADV Advised ADW Assault with a Deadly Weapon AKA ‘Also known As ALI ‘Automatic Location Identification (911 system) ATMC Antioch Municipal Code AMB ‘Ambulance AMR American Medical Response ANI Automatic Number Identification (911 system) APB All Points Bulletin APT Apartment ASAP ‘As Soon As Possible ATF Alcohol, Tobacco, Firearms (Federal Bureau of) ATT Attempt AVL Automated Vehicle Locater AWOL Absent Without Official Leave BAD Blood Alcohol Determinate BBCap —_ Baseball Cap BLDG Building BaP Business and Professions Code BOLO Be On the Look Out BURG Burglary BUSN Business BW Bench Warrant cAD Computer Aided Dispatch CAL-OSHA California Occupational Safety & Health Agency CCCSO Contra Costa County Sheriff's Office ccw Carrying a Concealed Weapon cDL California Driver's License CHK Check CHS Criminal History System (California) cll Criminal Identification and Information (Bureau of DOJ) CLEMARS California Law Enforcement Mutual Aid Radio System CLETS California Law Enforcement Telecommunications System CHP California Highway Patrol COMM — Commercial cp Command Post COMMUNICATIONS TRAINING MANUAL 29 Revised 3/2/2020Csi Crime Scene Investigation CONT Contact (the person) cvc California Vehicle Code cy Corp Yard CYA California Youth Authority DA District Attorney DBA Doing Business As DEA Drug Enforcement Agency (Federal) DESC Described or description DEUCE Drunk Driver DL Driver's License DMV Department of Motor Vehicles (California) DOA Dead On Arrival DOB Date Of Birth DOF Direction of Flight DOJ Department Of Justice (California) DoT Direction Of Travel or Department Of Transportation DRI Driver DROS Dealer Record Of Sale (gun history) DUI Driving Under Influence Dwi Driving While Intoxicated EM Ending Mileage EMP Employee ENR En-route EOC Emergency Operating Center ETA Estimated Time of Arrival FAA Federal Aviation Administration FBI Federal Bureau of Investigation Foc Federal Communications Commission F&G Fish and Game Code Fi Field Interview FST Field Sobriety Test FTA Failure To Appear (warrant) FTP Failure To Pay (warrant) FWY Freeway GOA Gone On Arrival HBC Hailed by a Citizen HBD Has Been Drinking Has Health & Safety Code HWY Highway COMMUNICATIONS TRAINING MANUAL 30 Revised 32/20201A Internal Affairs Ic In Custody \FO In Front OF ul Interstate Identification Index (Triple 1) INFO Information INJ Injury ICE Immigration & Customs Enforcement (Federal) IP In Progress Jo Just Occurred Juv Juvenile LEDS Law Enforcement Data System Lic License LKA Last Known Address Loc Location Lsw Last Seen Wearing/Last Seen With LT Lieutenant or — Light (color) Mc Motorcycle MED Medium mIsD Misdemeanor MGR Manager MARJ Marijuana MO Method of Operation (modus operandi) MP Military Police MUNI Municipal NATB —_ National Automobile Theft Bureau NCIB National Crime Insurance Bureau NCIC National Crime Information Center (Federal) NFD No Further Description NFI No Further Information NLETS National Law Enforcement Telecommunications System NMI No Middle Initial NMN No Middle Name NRC Nuclear Regulatory Commission (hazmat) NTSB _National Transportation Safety Board oBs Observed occ Occurred op Overdose or Off-Duty oic Officer In Charge OLN Operator's (driver's) License Number OPD Oakley Police Department OR ‘Own Recognizance or Owners Request (when towing vehicles) COMMUNICATIONS TRAINING MANUAL 31 Revised 3/2/2020‘ORI Originating agency identifier OSHA Occupational Safety & Health Agency (State and Federal - State is referred to as Cal-Osha) oT Overtime PASS _ Passenger Pc Penal Code or Patrol Check or Probable Cause PCF Primary Collision Factor PUPLOT Parking Lot POE Point Of Entry (used for burglaries) POI Point Of Impact (used for traffic accident jurisdiction) POSS _Possible/Possession PPD Pittsburg Police Department PR Party Reporting PTOW _ Private Property Storage (of a vehicle) PU Pick Up (to transport or a truck description) RE Regarding REF Reference, refer REPO __ Repossession (of a vehicle) RES/RESD Residence or resident RESP —_ Responsible Party RO Registered Owner or Restraining order RP Reporting Party RPT Report RT Right SCH School SER Serial number SGT Sergeant SM Starting Mileage SRO School Resources Officer SRU Special Response Unit Sas Search and Seizure (subject to) SUB Subscriber (specifically to an alarm call) SUBJ Subject SUPP Supplemental report or supplemental information SUSP Suspect svs Stolen Vehicle System (CLETS) sw Station Wagon SWAT _ Special Weapons and Tactics Team or Unit TA Traffic Accident Tc Traffic Collision TRO To the rear of TWD Towards COMMUNICATIONS TRAINING MANUAL 32 Revised 3/2020UNK UTL ve VEH vic VIN VS Wh wic wit wio WPN WPS YR 180 Unknown Unable To Locate Vehicle Code Vehicle Victim Vehicle Identification Number Versus with Watch Commander Welfare and Institutions Code Witness Without Weapon Wanted Persons System (State) Year CHP 180 form (for stolen/stored/recovered vehicles) COMMUNICATIONS TRAINING MANUAL, Rovlead 3272020 33EVENT TYPES The following is a list of call types (class codes) use for CAD events when taking calls and dispatching. Dispatchers determine the class by the information given during a phone call or what an officer may say on the radio. The class is used to relay the specific circumstances of an incident. To be a satisfactory call-taker you must be familiar with these codes, their use, and their impact on priority and manpower allocations. if you are not sure of what call type to use, ASK. CLASS PLAIN LANGUAGE 1055 Dead body 1056 Suicide 1056A Suicide attempt 1056T Suicide threats 1059 Security check 1070H Prowler heard 10708 Prowler seen 10851 Vehicle theft 40851ATT Vehicle theft attempt 1085140 Vehicle theft just occurred 10851R Vehicle theft recovery 10852 Vehicle tampering 10914 Animal control aggressive 10918 Animal control bite 1091C Animal control confined 1091D Animal control dead 1091 Animal contro! humane/welfare check 10911 Animal control injured 1091L Animal control loose 1091P Animal control pick up 1091R Animal control rescue 1091S Animal control sick 1091T Animal control traffic hazard 1091W Animal control wildlife check 1124 Abandoned vehicle 1125 Traffic hazard 1179 Accident with injuries 1180 Accident major injuries 1181 Accident minor injuries 1182 Accident non-injury 1183 Accident unknown on injuries 1199 Emergency officer needs assistance 166.4 Violation of court order (restraining/custody) COMMUNICATIONS TRAINING MANUAL 34 Revised 3/2/2020,166.41P Violation of court order in progress 20001 Hit and run felony 20002 Hit and run misdemeanor 20002J0 Hit and run misdemeanor just occurred 207 Kidnap 20750 Kidnap just occurred 21 Phone message ant Robbery 211A Robbery Armed 21E Bank Robbery Confirmed with ESP Activations 211SA Robbery Strong Arm 215 Car jacking 22350 Excessive speed 23103 Reckless driving 23110 ‘Throwing object at a moving vehicle 23152 Drunk driving 242 Assault and/or Battery 2421P Assault and/or Battery in progress 242J0 Assault and/or Battery just occurred 245 Assault with a deadly weapon 2451P Assault with a deadly weapon in progress 245J0 Assault with a deadly weapon just occurred 248 Shooting into an occupied dwelling 246JO Shooting into an occupied dwelling just occurred 261 Rape 261.5 Unlawful sex 261ATT Attempt Rape 273.5 Infliction of injury on spouse 273.6 Domestic violence restraining order violation 273A Child abuse 278.5 Violation of custody decree 27SUB Subject wanted on a warrant 288 Lewd or lascivious acts 300WI Dependant child 314 Indecent exposure 33A Alarm audible 33E ESP Activation 338 Alarm silent 33U Alarm unknown 368 Elder Abuse 370 Public nuisance 374 Littering 3741P Littering in progress 415 Disturbance 415BD Disturbance - barking dog 415ClV Disturbance - civil complaint COMMUNICATIONS TRAINING MANUAL 35 Revised 3/2/2020415CUS 415D 415F 415FAM 415FWK 415H 415d 415L 415M 415MC 415N 415NBR 415P 415PHY 415RR 415SC. 415T 415UG 415V 47 41750 422 451 459 459B 459C 459G 4591P 459R 459S 459V 470 470IP 476 476IP 484G 487 487IC 4870 488 488iC 48850 488LP 503 5150 530.5 Disturbance - customer complaint Disturbance - domestic dispute Disturbance - fight Disturbance - family dispute Disturbance - fireworks complaint Disturbance - harassment complaint Disturbance - juveniles complaint Disturbance - loitering complaint Disturbance - music complaint Disturbance - motor cycles complaint Disturbance - noise complaint Disturbance - neighbor complaint Disturbance - party complaint Disturbance - physical dispute Disturbance - road rage complaint Disturbance - scooter complaint Disturbance - threats complaint Disturbance - unwanted guest complaint Disturbance - verbal dispute Brandishing Brandishing - just occurred Terrorist Threats Arson Burglary Burglary/boat Burglary/commercial Burglary/garage Burglary in progress Burglary/residential Burglary/shed Burglaryivehicle Forgery Forgery in progress Check Fraud/Insufficient funds Check Fraud/Insufficient funds in progress Unlawiful use of credit/debit cards Grand Theft Grand Theft in custody Grand Theft just occurred Petty Theft Petty Theft/in custody Petty Theft just occurred Petty Theftlicense plate Embezzlement Danger to Self/Others/Gravely Disabled Identity theft COMMUNICATIONS TRAINING MANUAL Revised 3/2/2020537 Defrauding innkeeper 594 Vandalism 594C Vandalism commerical 594R Vandalism residential 5o4V Vandalism/vehicle 597 Cruelty to Animals 601WI Uncontrollable/Truant juvenile 602 Trespassing 647B Prostitution 647F Drunk in public 653M Annoying/lewd phone calls 664 Attempt 9t1U Incomplete 911 call 94 Suspicious person stop 944 Suspicious person stop — code 4 94a Suspicious person stop — need cover 95 Traffic stop 954 Traffic stop ~ code 4 95A Traffic stop — need cover 96 Suspicious vehicle stop 964 Suspicious vehicle stop ~ code 4 96A Suspicious vehicle stop — need cover AED Medical call police AED support ATMC ‘Antioch municipal code BOLO Be on the lookout BPOO Business & Professions violation cto Bomb threat cese Roadway observation plan cow Attempt warrant service cm Civil exchange of information COPD Community Policing cov2 Code 2 cover for outside agency cov3 Code 3 cover for outside agency csB Civil Standby CUSTODY Custody dispute FGUN Female with a gun FINE Fire Information Call Code 3 FIRE Fire FRAU Fraud HAZM Hazardous Material HBC Hailed by a citizen HSoO Health and Safety violation MEDPD Medical with police assistance needed MGUN Male with a gun MISA Missing adult MisJ Missing juvenile COMMUNICATIONS TRAINING MANUAL 7 Revised 372/2020MSIN Miscellaneous information Revised 3/2/2020 MSOA Miscellaneous outside assist MSPI Miscellaneous Police Information Mswc. Miscellaneous welfare check PARK Parking complaint PBWK Public works call PCOO Penal code violation PHOTOS Photos needed for a case PROF Property found PROL Property lost PROM Possible shots heard PTOW Private Property tow RAJ Runaway juvenile REGS Registrant sex/narc/arson REPO Repossessed Vehicle RVOO ATMC RV ordinance violation SEARCH Service of parole/probation/search warrant SEXX Sex crime SHOTS Shots fired SRVC Service to citizen SUPP Supplemental to a prior call susc Suspicious circumstance suUSP Suspicious person sUSV Suspicious vehicle Tot Text to 911 TEST Test THOF Petty Theft UNK Unknown problem vcoo Vehicle Code Violation wo11 Wireless 911 call WEPN Weapons violation XPAT Extra patrol COMMUNICATIONS TRAINING MANUAL 38CLOSING CODES Closing codes are used by officer and dispatchers when the call has been handled and no longer need to be left on the dispatch panel screen. The following lists are closing codes as well as disposition codes. Both you will need to be familiar with and numerous closing codes you will need to memorize in order to close out calls in a timely manner. Your trainer will go over the more common ones that dispatcher use. CLOSING CLASS 290 290 Compliance Checks 911U 914 Unknown calls ACCF Traffic Accident Fatal ACCI Traffic Accident Injury ACCN Traffic Accident Non-injury ACCP Traffic Accident Counter Rep ACCU Traffic Accident Unknown injuries AEDE AED Calls AIDE First Aid Call AIDX 51-50 ALAF False Alarm ANML Animal Calls APPL Applicants ARSO Arson ASLA Assault Fel (ex.245) ASLS Assault Misd (ex. 240-243) ATMC ‘Antioch Muni Code Viol AUTA ‘Abandon Auto AUTR Auto Recovered AUTS Auto Stored AUTT Auto Theft BOLO Be On Lookout For BPOO Bus and Prof Code Viol BURA Burglary Auto BURB Burglary Business BURG Burglary Garage of Residence BURO Burglary Other BURR Burglary Residential CABU Child Abuse CANC Cancelled call CARJ Car Jacking CCKS Check Fraud and Forgery Cases CCRD Credit Card and ATM Fraud CITE Citation cM Civil COMMUNICATIONS TRAINING MANUAL 39 Revise 3/2/2020COPD CORN CORS CORU CORX CTFT DISC DRUN DUIF Dux EMBZ ERPT EXHI EXPO FIDA FIED FINF FORG FRAU HATE HAZM HOMI HSOO KIDN LLAW LoIT MALM MARP. MISA MISJ MSDS MSIN MSNF MSOA MSPI Mswc. NARC OAFC OPCR PARK PARL PAWN PBWK PCoO, PHON, PROB ‘Community Police Disposition Death Report - Natural Causes Death Report - Suicide Death Report — Unknown Causes Death Report - Accidental Counterfeit Checks or Currency Disturbance of the Peace (415) Drunk (647) Drunk Driver (Felony) Drunk Driver (misdemeanor) Embezzlement Electronic (on-line) report Exhibition Speed Indecent Exposure Ambulance Request Help Fl on Subject Fire Information Forgery other than Checks Fraud other than Checks Hate Crime Hazardous Material Homicide Health & Safety Violations (not narc) Kidnapping Liquor Law Violations Loitering or Soliciting Malicious Mischief (vandalism) Marijuana Possession Missing Person Adult Missing Person Juvenile Misc Disturbance Misc Information Misc Notification Misc Outside Assist Misc Private Investigator Information Misc Welfare Checks Narcotics Drug Law Violation Child and Family Offenses Open Carry Parking Violations Parole Search Pawnedi/Sold Property Public Works Calls Penal Code — All Other Violation Annoying Phone Calls (653m) Probation Search COMMUNICATIONS TRAINING MANUAL, Revised 3/2:2020PROF PROL PROM PROO, PROP PROW PTOW RAPE RECK REGS REPO REST ROBB RUNJ RVOO SEXX SRVC SUPP sUSC TEST THGR THID THOF THRX TRES USOO, vcoo WARN WEPN WINF Wwioo WONT. WRAN WRNO WROF WROM XPAT Property Found Property Lost Possible Shots Heard Parole/Probation Violation Property Stolen (496) Prowler Private Property Tow Rape and Attempt (261) Reckless Driving (23103) Registrants Sex and Narcs Repo of Auto, Boat, etc Restraining Order Violations Robbery and Attempts Runaway Juvenile RV Muni Code Offense Sex Offenses Except 314 Service to Citizen Supplement Report Suspicious Circumstance/Persons/Auto Test Theft - Grand (487) Theft - Identity Cases Theft — Petty (488) Threats Against Persons Trespassing US Code Violation Vehicle Code Violation Warning Weapons Violation Wireless 911 Call Welfare and Institution Violation Wont Fit Anywhere Else Warrant Held by APD Warrant Outside Warrant Outside Felony Warrant Outside Misdemeanor Extra Patrol COMMUNICATIONS TRAINING MANUAL 4 Revised 3/2/2020DISPOSITIO! OCOVOMSY The following is a partial list of the codes from the official Contra Costa County Green Codes. It is not a comprehensive list of the codes contained in the book since we do not utilize all of them. The plain language equivalents that have been listed Sheet Radio Civil False Alarm GOA, UTL Unfounded Citation Issued Field Interview Service to Citizen Antioch Case Brentwood Case Cancel Electronic (on-line) Information Mailer Report Phone Report ‘Supplemental Report Void RADIO CODES for you have been edited to reflect the every day use of the code as we apply them in Antioch. CODE1 Routine response CODE2 Urgent, expedite but follow all traffic laws CODE3 — Emergency; respond with red lights and sirens CODE 4 —_No (further) assistance needed CODE 4A Send 4 unit for cover CODE5 Stake out, watching someone or something CODE6 —_Out for investigation CODE 6S Subpoena service CODE 6W Warrant service CODE 6V Vacation house check CODE7 — Eating CODE7R Eating at home CODE 7S Eating at station CODE 10 Bomb threat CODE 33 Mobile Emergency clear radio channel CODE 666 Roadway observation plan COMMUNICATIONS TRAINING MANUAL a2 Revised 3/2/2020TEN CODES USED MOST OFTEN 10-4 I can't copy you, poor radio reception 10-2 Receiving well 10-3, Stop transmitting 10-4 OK or acknowledgment 10-5 Relay 10-6 Busy 10-7 Out of service, (available or unavailable) 10-7A Out of service ~ administration 10-7B Out of service - personal 10-7 Covering a unit 10-7FP Out of car on foot patrol 10-7) Out of service at jail or MDF 10-7L_ Out of service at court 10-70D Out of service out of duty 10-7P ut of car on portable 10-7R Outof carat residence 10-78 Outof car at the station 40-7T Out of service transporting 10-7W Writing report - available for calls unless SGT says otherwise 10-7Y Out of service getting Corpyard/Gas 10-8 In service 10-9 Repeat 10-10 Out of service off duty 10-12 Subjects or visitors present 10-15 Prisoner in custody 10-15X Female prisoner in custody 10-19 Return to station 10-20 Location 10-21 Calon the phone 10-21R Call home 10-22 Cancel last message or assignment 10-23 Standby 10-26 Clear wants or warrants 10-27 Wanted 10-28 Vehicle registration information 10-29 Check for wants/warrant 10-33 Alarm (33S= silent alarm 33A=audible alarm 33U= unknown) 10-35 Time 10-36 Confidential information 10-49 Proceed to/En-route 10-51 Intoxicated 10-55 Coroners case 10-56 Suicide COMMUNICATIONS TRAINING MANUAL a3 Revised 2/2/202010-56A 10-56T 10-59 10-63 10-70 10-70H 10-70S 10-97 10-98 Suicide attempt Suicide Threats Security check Prepare to copy information Prowler Prowler heard only Prowler seen Arrived Last assignment is finished ELEVEN CODES USED MOST OFTEN 11-24 11-25 11-41 11-48 11-48X 11-79 11-80 11-81 11-82 11-83 11-85 11-94 11-948, 11-944 11-95 11-954 11-954 11-96 11-96 11-964 11-98 11-99 Abandoned vehicle Traffic hazard ‘Ambulance Transportation Transportation of female Accident — ambulance enroute Accident — major injuries Accident — minor injuries Accident — no injuries Accident — no details Tow truck requested Pedestrian stop Pedestrian stop send 1 unit for cover Pedestrian stop code 4 Vehicle stop Vehicle stop send 1 unit for cover Vehicle stop code 4 Checking suspicious vehicle Checking suspicious vehicle send 1 unit for cover Checking suspicious vehicle code 4 Meet OFFICER NEEDS ASSISTANCE PENAL CODES USED MOST OFTEN 148 187 207 211 242 243 Interfering/resisting arrest Murder Kidnapping Robbery Simple assault Battery COMMUNICATIONS TRAINING MANUAL, Revised 3/2:2020245 ‘Assault wideadly weapon 246 Firing into inhabited dwelling 261 Rape 273A Willful injury to child 273.5 Spouse beating 288 Child molest 314 Indecent exposure 374 Littering 415 Disturbing the peace 417 Exhibiting a deadly weapon 451 Arson 459 Burglary 470 Forgery 476 Checks 484 Theft 487 Grand theft 488 Petty theft 496 Possess stolen property 530.5 _—_ Identity theft 537 Defrauding an innkeeper 594 Vandalism 597 Cruelty to animals 602 Trespass 647B Prostitution 647F Intoxicated in public 653M —_harassment by telephone VEHICLE CODES USED MOST OFTEN 10851 _Stolen vehicle 10852 Tampering with vehicle 42500 Unlicensed driver 14601 Suspended/revoked license 20001 Hit and run — felony 20002 Hit and run — misdemeanor 22350 Unsafe speed 22500 _ illegal parking 23103 Reckless driving 23109 Speed contest — exhibition 23110 Throwing object at moving vehicle 23152 Drunk driving - misdemeanor 23153 Drunk driving — felony COMMUNICATIONS TRAINING MANUAL 45 Revised 3/2/2020,W &I CODES USED MOST OFTEN 300 Dependent child 601 Uncontrollable juvenile VEHICLE DESCRIPTION Color - Top over bottom Year ~ '86, etc Make —- Ford, buick, ete Body —- Model and style Other — - Other outstanding features License - State SUBJECT DESCRIPTION Name (last, first, middle) Race/ethnic origin Sex D.0.BJage Height Weight Hair Eyes Scars, marks, tattoos, etc. Clothing (head to feet - hat, coat, shirt, pants, shoes) Example, DOE, JANE WFA DOB 07/07/77 5'6 140 BRO BLU TATOO RT PINKY RED HAT TAN JACKET BLU JEANS WHI TENNIE SHOES COMMUNICATIONS TRAINING MANUAL Revised 3/2/2020COLOR CODES The following is a list of color codes utilized on a daily basis in the text of calls for service and entry into several different teletype systems. It is imperative that you become familiar with them. Amethyst = AME Mauve = MVE Beige = BGE Multicolored = = = MULICOL Blue = BLU Orange = ONG Blond = BLN Pink = PNK Dark Blue = DBL Purple = PLE Light Blue = LBL Red = RED Black = BLK Silver = SIL Bronze = BRZ Tan = TAN Brown = BRO Taupe = TPE Camouflage = CAM Teal = TEA Cream = CRM Turquoise = RQ Gold = GLD White = WHI Green = — GRN Yellow = YEL Dark Green = DGR 2-Tone = ‘TOP/BTM Light Green = LGR (ie. "BLKWHI" used for 2 color Gray = GRY vehicles, convertibles, vinyl/paint Hazel = HZL styles) Maroon/burgundy = MAR COMMUNICATIONS TRAINING MANUAL 7 Revised 3/2/2020,STATES/DIRECTIONS STATE CODES AL ALABAMA AK ALASKA AZ ARIZONA AR ARKANSAS CA CALIFORNIA CO COLORADO CT CONNECTICUT DE DELAWARE MO MISSOURI MT MONTANA NB NEBRASKA NV NEVADA NH ~NEW HAMPSHIRE NJ NEW JERSEY NM NEW MEXICO NY NEW YORK DC DISTRICT OF COLUMBIA NC NORTH CAROLINA FL FLORIDA ND NORTH DAKOTA GA GEORGIA OH OHIO HI HAWAII OK OKLAHOMA ID IDAHO OR OREGON IL ILLINOIS PA PENNSYLVANIA IN INDIANA RI RHODE ISLAND 1A IOWA SC SOUTH CAROLINA KS KANSAS SD SOUTH DAKOTA KY KENTUCKY TN TENNESSEE LA LOUISIANA TX TEXAS ME MAINE UT UTAH MD MARYLAND VT VERMONT MA MASSACHUSETTS VA VIRGINIA MI MICHIGAN MN MINNESOTA MS MISSISSIPPI DIRECTIONS W WEST wB — EAST EB $ SOUTH SB N NORTH NB WA WASHINGTON WV WEST VIRGINIA WI WISCONSIN WY WYOMING WESTBOUND. EASTBOUND SOUTHBOUND NORTHBOUND COMMUNICATIONS TRAINING MANUAL 48 0 Revised 372/202COMMON LOCATION ABBREVIATIONS AHS Antioch High School AMS: Antioch Middle School APD Antioch Police Department AUSD Antioch Unified School Districk BACS Bay Area Credit Service BDM Black Diamond Middle School BPD Brentwood Police Department BUCH Buchanan Rd. cH Country Hills Dr. cL Contra Loma Bivd. OF Delta Fair Bivd. bv Deer Valley Rd. DVHS Deer Valley High Schoo! FAB Fire Admin Building GTOWN Gentrytown Dr. HC Hillcrest Dr. HHS Heritage High School JD James Donlon Blvd. Tw Lone Tree Wy LTREE Lemontree Wy PALMS Palms parking lot across from City Hall 2% St. PTREE Peppertree Wy PMS Park Middle School SDMH Sutter Delta Memorial Hospital sTC Somersville Town Centre sYC Sycamore Dr COMMUNICATIONS TRAINING MANUAL 9 Revised 22/2020CRIMINAL LAW The United States legal system operates primarily in two areas, civil law and criminal law. Police agencies deal with the criminal aspects of the law, but there are gray areas where the two spheres of jurisdiction overlap. It sometimes takes an attormey and/or judge to determine the jurisdiction. Questions related to legal issues, unless clear cut, should be referred to a sworn police officer or watch commander. Law enforcement agencies are the arm of the law that is charged with the responsibility to apprehend and arrest those individuals who break the law. They are the "hands" of the legal system. Although agencies names may vary, the common denominator is that they must be sworn and primarily responsible for the suppression of crime and the apprehension of criminals, Criminal law deals with crimes. Crimes are defined as illegal acts which are punishable by fine, imprisonment, and removal from public office or a combination thereof. Criminal law deals with injury to the state or to the people of the state. The criminal court then passes a sentence of imprisonment andior fines as established by state law. Only the state, acting through the courts, can impose fines or imprison a violator. Fines are paid to the state. Crime victims do not have a right to the fine monies. However, through victim-witness programs and the court system, specified victims may receive some form of restitution and/or compensation. Civil law deals with non-criminal legal proceedings such as marriage, divorce, adoption, custody, contracts, lawsuits, etc. Proceedings that prove injury to the individual can result in restitution or compensation for loss or injury. There are many instances where the distinction between injury to the individual as “people of the state" is not clear. However, when the victim is interested in recovering their loss, or damages, recourse is provided through the civil court system. If the victim desires prosecution, and there is a statute or law that applies to the situation, it is a matter for law enforcement. It is the responsibility of the law enforcement agency to determine if a crime did occur. However, it is the decision of the District Attorney's office and the courts whether or not to prosecute a case. COMMUNICATIONS TRAINING MANUAL 50CRIME CATEGORIES The following definitions do not indicate the actual complexity of the law, for crimes may be plea-bargained from felony to misdemeanor. Sometimes a misdemeanor will become a felony if there is a previous conviction for the same or similar offense. FELONY A crime that is very serious in nature that can be punished by imprisonment in state prison for more than one year, life in prison or by death MISDEMEANOR A misdemeanor crime can be punished by up to one year in the county jail. Punishment can also include fines, probation, community service and restitution. INFRACTION A minor offense that can be punished by a fine, but does not have jail time. CODES Crimes as defined in the California Penal Code most often come to the attention of aw enforcement. The California Penal Code (PC) contains the majority of the statutes enforced by peace officers. It also contains laws that establish peace officers’ powers, jurisdiction, and training. However, there are several other California codes that contain sections enforced by peace officers. VEHICLE CODE (VC) This is a body of laws that regulate vehicular traffic within the State of California. HEALTH & SAFETY CODE (H&S) This is a body of laws that regulate food and drugs (including controlled substances). BUSINESS & PROFESSIONS CODE (B&P) These are the regulations and ethics of the business profession regarding truth in advertising, marketing, controls sales of certain substances. They also contain statues concerning the sales of alcoholic beverages. WELFARE & INSTITUTIONS CODE (WIC) This is the body of regulations regarding the treatment of children or others who are unable to care for themselves. Alll juvenile criminal affairs are directed by this authority, Included in the WIC are statutes regarding child neglect, incorrigibility, and delinquency. ADMINISTRATION CODE This contains miscellaneous sections that include fish and game, harbor and navigation, and other regulations. COMMUNICATIONS TRAINING MANUAL 51MUNICIPAL CODE This body of regulations have been enacted by the city council to regulate the actions of the persons within a given city boundary which are not already covered by any other code. JUDICIAL AGENCIES COUNTYICITY ATTORNEY'S OFFICE This is the legal representative for the county and responsible for the presentation of the prosecution information in any criminal case. The actual responsibility in Antioch and Brentwood for all criminal prosecutions rests with the county district attorney's office (except city municipal code violations). All matters that law enforcement agencies seek to pursue must be filed with the district attorney's office for review. SUPERIOR COURT Handles all felony criminal filings the municipal court has reviewed and forwarded or "bound over" to the superior court. Superior court also handles all appeals from the municipal court. STATE SUPREME COURT This is the final step in appeal in the California Judicial System. The supreme court selects the cases it wishes to review. Action is taken when there is an appeal based on the interpretation of a law or the application or regulation of a law. ADJUNCTS TO THE COURT There are several agencies that are adjunct to the court. They are charged with the responsibility to carry out the judgments of the court, review, confine, release, and otherwise control the lives of individuals in any way deemed appropriate by the court. DEPARTMENT OF CORRECTIONS They are charged with housing and confining individuals sentenced to prison. CALIFORNIA YOUTH AUTHORITY They are charged with housing and confining juvenile offenders. PAROLE BOARD They are charged with reviewing a prisoner's record and making recommendations regarding the termination or continuation of sentence. Also charged with monitoring parolees (prisoners released before completion of sentence). PROBATION DEPARTMENT They are charged with making recommendations regarding sentencing of offenders. They supervise misdemeanor offenders not serving time in the county jail. They are also in charge of the AB109 program. COMMUNICATIONS TRAINING MANUAL 52GRAND JURY The Grand Jury is a judicial body appointed by each county to assist their judicial system by citizen review. CRIME ELEMENTS PENAL CODES & THEIR ELEMENTS 148 148.1 148.5 148.9 166.4 187 203 207 21 220 Resisting Arrest (M) - Willfully resisting, delaying or obstructing a peace officer False Bomb Report (M) - Falsely reporting a bomb threat False Police Report (M) - Knowingly reporting a false crime report Falsely Representing Self As Another Person (M) - False representation or identification to a police officer to evade the process of the court Criminal Contempt (M) - Disobeying any process or order issued by any court Murder (F) - Unlawful killing of a human being with malice aforethought Mayhem (F) - Unlawtully and maliciously depriving a human being of a member of his body or disables, disfigures and renders it useless Kidnapping (F) - Forcibly stealing, taking or arresting any person in this state into another part of the state or county Robbery (F) - Taking of personal property in the possession of another from his person or immediate presence against his will by means of force or fear Assault With Intent To Commit (F) - Assault another with the intent to commit mayhem, rape, sodomy or oral copulation COMMUNICATIONS TRAINING MANUAL 53240 241 242 24361 243.4 244 245(a) 245(b) 246 261 Assault (M) - Unlawful attempt coupled with the present ability to commit a violent injury to another Assault On A Peace Officer (M) - Unlawful attempt coupled with the present ability to commit a violent injury to a peace officer Battery (M) - Willful and unlawful use of force or violence on the person of another ‘Spousal Battery (M) - Willful & unlawful use of force or violence on a person with whom the defendant is cohabiting, a person who is the parent of the defendant's child, former spouse, fiancée, or a person with who the defendant currently has or has previously had, a dating or engagement relationship ‘Sexual Battery (F) = Touching an intimate part of another while the person is unlawfully restrained against the will of the person touched for the purpose of sexual arousal * "Touch" means physical contact with the skin of another person Assault With A Caustic Chemical (F) - Willfully and maliciously places or throwing upon the person of another a caustic chemical of any nature with intent to injure the flesh or disfigure the body ‘Assault With A Deadly Weapon Or Instrument (F) ~ Assault upon the person of another with a deadly weapon or instrument. by any means of force likely to produce great bodily injury Assault With A Deadly Weapon Or Instrument Upon a Peace Officer (F) -Assault upon a peace officer or fireman with a deadly weapon or instrument by any means force likely to produce great bodily harm Discharge Of Firearm At Inhabited Dwelling Or Vehicle (F) - Maliciously and wilfully discharging a firearm at an inhabited dwelling, house, occupied building, occupied motor vehicle or inhabited camper * “Inhabited” means currently being used for dwelling purposes whether occupied or not Rape (F) - Act of sexual intercourse against a person's will by means of force, violence or fear of immediate and unlawful bodily injury COMMUNICATIONS TRAINING MANUAL, 54261.5 270 272 273(a) 273.5 278 278.5 286(a) 288(a) Unlawful Sexual Intercourse (F) - Unlawful sexual intercourse accomplished with a female not the wife of the perpetrator, the female is under the age of 18 Failure To Provide (M) - Parent of a minor child willfully omits without lawful excuse to furnish necessary clothing, food, shelter or medical attendance to his or her child Contributing To The Delinquency Of A Minor (M) - Commit any act that would cause any person under the age of 18 to come within the provisions of sections 300, 601 or 602 WIC Willful Cruelty Toward Child (F) - Any person under circumstances or conditions likely to produce great bodily harm or death willfully causes or permits any child to suffer or inflict thereon unjustifiable physical pain or mental suffering Infliction Of Injury On Spouse Or Cohabitee (F) - Willully inflict upon his or her spouse or upon any person of the opposite sex with whom he or she is cohabitating corporal injury resulting in a traumatic condition * "Traumatic condition" is a condition of the body such as a wound, external, internal injury of a minor or serious nature caused by a physical force Child Stealing (F) - Every person not having a right of custody, who maliciously takes, detains, conceals or entices away any minor child with intent to detain or conceal the child from a person having lawful charge of the child Violation Of Custody Decree (F) - Violation of the physical custody or visitation provisions of custody order, judgment or decree takes, detains, conceals or retains the child with the intent to deprive another of his of her rights to physical custody or visitation Sodomy (F) - Sexual conduct between the penis of one person and the anus of another Lewd Or Lascivious Acts (F) - Willfully and lewdly commit any lewd or lascivious act upon or with the body of a child under the age of 14 with intent of arousing, appealing to or gratifying the lust or passions or sexual desires of such child or the perpetrator of the crime COMMUNICATIONS TRAINING MANUAL 55288a 290 3141 415 415(1) 415(2) 415(3) 417(a) 417(b) 422 451 459 Oral Copulation (F) - Act of copulating the mouth or one person with the sexual organ or anus of another Registration Of A Sex Offender-Definition - Any person convicted in this state of any sex crime must register with the local police agency of their residence within 14 days Indecent Exposure (M) - Exposes his person or private parts in any public place or in any place where there are present other persons to be offended or annoyed thereby Disturbance (M) Unlawiully fight or challenge to fight in a public place Maliciously and willfully disturb another person by loud and unreasonable noise Using offensive words in a public place which are likely to Provoke an immediate violent reaction Exhibiting A Firearm (M) - Draws or exhibits any deadly weapon in a rude, angry or threatening manner in the presence of another person Exhibiting a firearm In The Presence Of A Peace Officer (F) - Draws or exhibits any deadly weapon in a rude, angry or threatening manner in the presence of a peace officer Criminal Threats (F) - Wilfully threatens death or great bodily injury to “immediate family’, with specific intent made verbally, in writing, or by electronic device causing the person reasonable fear for his or her own safety Arson (F) - Willfully and maliciously sets fire to or burns or causes to be bumed any structure, forestland or property Burglary (F) - Enters any structure or locked vehicle with intent to commit petty or grand theft or any other felony COMMUNICATIONS TRAINING MANUAL 56466 470 476(a) 484 484g 485 487.1 488 496.1 503 530.5(a) 537(a) Possession Of Burglary Tools (M) -Possessing tools with intent to feloniously break or enter any building or vehicle Forgery (F) - Every person who, with intent to defraud signs the name of another or fictitious person having no authority to do so Insufficient Funds (M) - Willfully makes or draws any check with intent to defraud knowing at the time that non sufficient funds exist Theft-Defined - Feloniously steal, take, carry, lead or drive away personal property or another Fraudulent Use Of Credit Cards (F/M) -Use of a stolen credit card(s) with the intent to defraud Misappropriation Of Lost Property (M) - One who finds lost property has the ability to locate the owner and fails to do so appropriates such property to his own use without first making reasonable and just efforts to locate the owner Grand Theft (F) - Theft of personal property valued in excess of $400 Petty Theft (M) - Theft of personal property valued less than $400 Receiving Or Possessing Stolen Property (F/M) - Buy or receive any property which has been stolen knowing the property is stolen Embezzlement (F/M) - Fraudulent appropriation of property by a person to whom it has been entrusted Identity Theft (F/M) - Unlawful use of another person's identifying information obtain, attempt to obtain, credit, goods, services or medical information without consent of the person Defrauding An Innkeeper (F/M) - Obtaining food, fuel, services or accommodation with intent not to pay COMMUNICATIONS TRAINING MANUAL, 57537(e) 594 597(a) 602 626.9 647(a) 647(b) 647(f) 647(h) 647(i) Altered Or Obliterated Serial Number (F/M) - Knowingly buy, sell, receive or possess any equipment from which the manufacturer's nameplate, serial number or any other distinguishing number or identification mark has been removed, defaced, covered, altered or destroyed Vandalism (F/M) - Maliciously defaces with paint or any other liquid or permanently damages or destroys any real or personal property not his own Cruelty To Animals (F) - Maliciously and intentionally kills, maims, mutilates, tortures or wounds a living animal which is the property of another Trespass (M) - Entering the land or occupying real property without the consent of the owner Firearms On Public School Campuses (F) - Bring or possess a firearm upon the grounds of any public school, university or community college Disorderly Conduct (M) ~ Solicit anyone to engage in or who engages in lewd or dissolute conduct in any public place or in any place open to the public or exposed to public view Solicits or Engages in Acts of Prostitution (M) -A person who agrees to engage in an act of prostitution he or she manifests an acceptance of an offer or solicitation to so engage Public Intoxication (M) ~ A person in any public place under the influence of intoxicating liquor or drug unable to exercise care for his own safety or the safety of others Prowling/Loitering (M) - Loiter, prowl or wander upon the private property of another at any time without visible or lawful business with the owner Prowling/Peeking (M) -While loitering, prowling or wandering upon the private property of another at any time peeks in the door or window without visible or lawful business with the owner COMMUNICATIONS TRAINING MANUAL 58653m, 653k 664 853.7 12020(a) 12025 12031(a) Annoying Phone Calls (M) -Every person who telephones with intent to annoy any obscene language any threat to inflict injury to the person or property Possession Of A Switchblade (M) - Possesses a switchblade in a vehicle or in a public place Unsuccessful Attempt To Commit A Crime (F/M) - Attempt to commit any crime, but fails Failure To Appear (M) - Willfully violated his written promise to appear in court Manufacture, Sell, Possess Weapons (F) - Manufacture, sell, give, lend, possess cane gun, wallet gun, any firearm, which is not immediately recognizable as a firearm, any ammunition that, contains or consists of any flechette dart, any bullet containing or carrying an explosive agent, any ballistic knife any weapon commonly known as a blackjack, slingshot, billy, nunchaku, sandclub, sandbag, sawed-off shotgun or metal knuckles, or who carries concealed upon his person any explosive substance or any dirk or dagger Possession Of A Concealed Firearm (M) -Carry concealed within any vehicle or upon his person any firearm capable of being concealed Carrying A Loaded Firearm (M) ~ Carry a loaded firearm on his person or in a vehicle in a public place BUSINESS AND PROFESSIONS CODES 4149 4390 25658a Possession Of A Hypodermic Needle/Syringe (M) - Possess needle/syringe without a prescription Possession Of A Forged Prescription (M) - Forging the name on a prescription passing or attempts to pass prescription to obtain any prescription drug Furnishing, Giving Or Sales Of Alcohol To A Minor (M) = Obtaining alcohol to furnish, give or selling to a minor COMMUNICATIONS TRAINING MANUAL 5926551 Minor Presenting a False ID (M) -Any person under 21 years of age who presents or offers any written, printed or photo static evidence of age which is false, fraudulent or not actually his own for purpose of purchasing, procuring of any alcoholic beverage 25662 Possession Of Alcohol By A Minor (M) - Possession of alcohol by persons under the age of 21 in a public place HEALTH AND SAFETY CODES 11350 Possession Of A Controlled Substance (F) -Possession of following drugs: Codeine Cocaine Demerol Dilaudid Heroin Mescaline Methadone Percodan Peyote Quaalude 11357a Possession Of Concentrated Cannibis (F) -Possession of hashish or hash oil 113575 Possession Of Less Than 1 OZ. Of Marijuana (M) 11357¢ Possession Of More Than 1 OZ. Of Marijuana (M) 11357d Possession Of Less Than 1 OZ. Of Marijuana On School Grounds (M) -Violator must be over 18 yrs to be in violation 11377a __ Possession Of A Controlled Substance (F) -Possession of the following: ‘Amphetamines Barbituates LSD Methamphetamine Pheneyclidine (PCP) Preludin Psilocydin (Mushrooms) Ritalin COMMUNICATIONS TRAINING MANUAL 6011550a 11550b Under Influence Of A Controlled Substance (M) -Influence of the Heroin or Cocaine Under The Influence Of A Specified Controlled Substance (M) -Influence of Phencyclidine (PCP) WELFARE AND INSTITUTIONS CODES. 300 Persons Subject To The Jurisdiction Of The Juvenile Court - Any minor who may be adjudged to be a dependent child of the juvenile court 300a Dependant Child -Minor has suffered or there is substantial risk that the minor will suffer serious physical harm inflicted by the minor's parent or guardian 300b Dependant Child -Lack of parental control 300¢ Dependant Child -Mental abuse and/or neglect by parent or guardian 300d Dependant Child -Failure by parent or guardian to adequately protect minor from sexual abuse 602 Juvenile Offender - Violation of any state statute by a person under 18 years of age (does not include truancy and curfew violations) VEHICLE CODES 3 ‘Supply False Information To A Peace Officer (M) ~ Give false information to peace officer during the course of enforcing the vehicle code 4000a Expired Vehicle Registration (|) ~ Drive or park a vehicle upon a public roadway without current registration 2800.1 Evading (M) - Knowingly evade a peace officer in a motor vehicle COMMUNICATIONS TRAINING MANUAL 6110851 10852 12500a 12500b 129514 12951b 1460114 16000 16028A 20001 20002a Grand Theft Auto (F) -Permanently or temporarily deprive the owner of his vehicle without consent of the owner Vehicle Tampering (M) -Injure or tamper with vehicle and/or contents without consent of the owner Unlicensed Driver (M) ~ Drive a vehicle upon a roadway without a current driver's license Driving Out Of Classification (1) - Drive a vehicle upon a highway that is not a type for which the person is licensed No License In Possession (I) ~ Drive a vehicle upon a highway without a driver's license in possession Fail To Present License (|) -Fail to present driver's license upon demand of a peace officer Drive With Suspended License (M) - Drive a vehicle after driving privileges have been suspended or revoked Reporting Of Traffic Collisions - Driver of a vehicle involved in a traffic collision causing over $500 damage or injury shall report the collision to the Department Of Motor Vehicles (DMV) within 10 day Proof Of Financial Responsibility - Driver of any vehicle registered in this state required to possess current proof of financial responsibility Felony Hit And Run (F) - Driver of any vehicle involved in an accident resulting in injury or death to any person other than himself does not immediately stop the vehicle at the scene of the accident and render aid Misdemeanor Hit And Run (M) -Driver of any vehicle involved in an accident resulting in property damage (including vehicles) does not immediately stop the vehicle at the scene of the accident and render aid COMMUNICATIONS TRAINING MANUAL 6222651 22658 23109 231104 23110b 23103 23152a Authority to Tow Vehicles On Public Property a. Left unattended on a bridge or causeway obstructing traffic, b. Left unattended on a roadway obstructing traffic c. Parked on highway and previously reported stolen or embezzled d. Parked blocking entrance to a private driveway e. Parked blocking access to a fire hydrant f, Parked over 4 hours on a freeway g. Parked and driver incapacitated or physically unable to move the vehicle h. Driver is arrested |. Parked without current registration and has received 5 or more parking violations over 5 or more days i. Illegally parked with no plates or evidence of registration displayed k. Parked over 72 hours |. Parked blocking cleaning, repair or construction of the highway (after being posted) m. Parked blocking street to be used for other than normal flow of traffic 1. Parked in violation of local ordinance when previously posted ©. Parked with registration expired over 6 months and not occupied p. Driver's cited for being an unlicensed driver or driving on a suspended/revoked license Authority to Tow From Private Property -Authority for private person to tow a vehicle off private property Speed Contest (M) - Engage in a speed contest upon a highway Throwing Objects At A Vehicle (M) - Throw any substance at a vehicle or occupant on a highway ‘Throwing Objects At A Vehicle Causing Injury (F) - Throw any substance at a vehicle or occupant with intent to do great bodily injury Reckless Driving (M) ~ Drive any vehicle on a highway with willful or wanton disregard for the safety of persons or property Driving Under The Influence (M) - Driving a vehicle on a public or private property under the influence of an alcoholic beverage/drug COMMUNICATIONS TRAINING MANUAL 6323152b 23153a 23222b 40508a 40508b Driving Under The Influence (M) - Driving a vehicle on a public or private property under the influence of an alcoholic beverage or any drug with blood alcohol level of .08 or over Felony Driving Under The Influence (F) - Driving a vehicle on a public or private property under the influence of an alcoholic beverage or any drug causing bodily injury to anyone other than the driver Possession Of Marijuana In A Vehicle (M) - Possession of less than 1 0z. of marijuana in a vehicle upon a highway Failure To Appear (M) - Failure to appear in court in violation of a written promise to appear for a violation of a vehicle code Failure To Pay Fine (M) - Failure to pay a fine for a violation of a vehicle code COMMUNICATIONS TRAINING MANUAL, 64AMC 4-5.1008 AMC 4-5.1223.1 AMC 4-5.1409 AMC 4-10.14 AMC 5-2.301 AMC 5-8.02 AMC 5-8.03 AMC 5-10.102 AMC 5-10.201 AMC 5-13.03, AMC 6-1.18 AMC 6-1.20(c) AMC 6-1.21 AMC 6-4.102 AMC 6-8.04 AMC 9-5.3830 AMC 10.2-10(b) AMC 10.2-15 ANTIOCH MUNICIPAL CODES Skate boarding at PD/City Hall/Somersville Town Centre Recreational vehicle not allowed to be parked on a public roadway more than 24 hrs without a permit. Construction noise, 7a-6p, within 300' of occupied dwelling 8a-5p and weekends 9a-5p Abandoned vehicle Unlawful to solicit or peddle within city where posted Drinking on streets and other public places Possession of open alcoholic container in public After curfew in a park, adult or juvenile (dusk to dawn) Juvenile curfew, hours 2300-0500 Unlawful gatherings on private property (after a first warning) Barking or howling dogs with frequency Dog at large Dogs leashed in public parks and schools Unlawful deposits of wastes in public, human or animal excrement (urinating in public) Regulation of smoking in enclosed places Recreational vehicles, unlawful to live in a RV in the city Disposing of oil, spirits, contaminated bilge water in drains ‘Skateboard park regulations, must wear helmet, elbow/knee pads COMMUNICATIONS TRAINING MANUAL 65JAWSICLETS/NCIC As you go through this information, it may help if you view these systems in relation to the areas they encompass (JAWS = COUNTY, CLETS = STATE, NCIC = NATIONAL). JAWS JAWS is the Contra Costa County's method of entering and storing warrant information. JAWS will only contain warrants issued by agencies within Contra Costa County. Warrants issued by other counties will be found in CLETS/WPS. CLETS The Criminal Justice Information System (CIS) is a computerized file containing records which are of interest to the criminal justice community. CJlS is maintained by the California Department of Justice and is available to authorized local, state, and federal criminal justice agencies via the California Law Enforcement Telecommunications System (CLETS) network. CLETS provides inquiry and update access to the CJIS systems 24 hours a day, 7 days a week. CJIS also has a back-up ‘computer to ensure that the systems are operational at all times, except when down for routine or emergency maintenance. CuIS contains the following automated systems: Wanted Persons System (WPS) Califomia Restraining and Protective Order System (CARPOS) Supervised Release File (SURF) Missing/Unidentified Persons System (MUPS) Stolen Vehicle System (SVS) Automated Boat System (ABS) Automated Property System (APS) Automated Firearm System (AFS) Mental Health Firearms Prohibition System (MHFPS) Sex/Arson Registration File (SAR) Criminal History Systems (CHS) ‘Some of these systems we use on a day to day basis in our work (WPS, CARPOS, SURF, MUPS, SVS), and others only rarely. We are REQUIRED to have a basic knowledge of all databases, however a full detailed description of each is given at the Dispatch Academy, as well as when we are presented with our CLETS certification exam. Also there are CJIS and NCIC manuals located in various spots throughout our center, therefore there are places to access this information in its entirety when needed. COMMUNICATIONS TRAINING MANUAL 66For our purposes at this time in your training however, we will review only the items that we as dispatchers need to use on a day to day basis. NCIC The FBI maintains the National Crime Information Center (NCIC), which is the federal counterpart of CJIS/CLETS. NCIC is available for inquiries and updates from your CLETS terminal. Many of the NCIC files coincide with information in CLETS. ENTRIES There are a multitude of entries that can be made into these systems mentioned above. As dispatchers we are responsible for some, and yet not others. Here you will learn about the items that dispatch has to enter on a regular basis. More complicated entries, or entries that are generally done by other divisions, such as records, will be reviewed by your CTO. By far the most common entry that you will make is a towedistored vehicle entry. A request for this entry is generally made by a police officer after he tows a vehicle. Also, while they will not specifically ask, when a private tow company calls to advise of a private property tow or repossession, the information will be entered using the same mask. Information you will need to gather from the officer or caller to make this entry - the license plate, VIN, color of the vehicle, make, model, body style (2 door, 4 door, truck or van?), who it was towed by (the tow company) and their phone number. AS you are gathering this information you should be logging it into the associated CAD call. ‘Once the entry is complete the officer will need what is known as the FCN - the number generated by the system to identify your entry. This number also gets logged into the call that relates to your entry. After an entry is made, we must ask someone on the dispatcher floor to “Second- check” our work. While you are in training, your work will be checked by your CTO. This is a requirement from DOJ and no exceptions can be made. INQUIRIES As a dispatcher you will need to access the information in JAWS/CLETS/NCIC on a daily basis. The majority of information received will come from CLETS due to the large number of databases within that system (listed at the beginning of this section). This section will detail the two most common ways we make inquiries into the system on a daily basis — running people/subjects for wants/warrants, and running vehicles. First please note that we always MUST have a law-enforcement reason to run people or cars. This can be further discussed with your CTO if needed. Also note that when COMMUNICATIONS TRAINING MANUAL o7applicable, whether you use the mask or the “action line” method is strictly based on personal preference. Use whichever method you are most comfortable with. 4 Runi 9) a Subject for Wants/Warrant: There are several format variations used to check subjects for warrants depending on the information that is available to you. All four variations will be explained below. It should be noted that only California DMV information can be checked using this format. If the subject needs to be checked out of a different state, the Drivers License check mask will need to be used. Run subject with DOB: Format: Call Sign N.Last First sex(M or F).date of birth (mmddyy) Event number N.Last,First .sex(M or F).date of birth(mmddyy) Example: 1X1 N.Smith,Joe.M.020279 749. N.Smith,Joe.M.020279 Run subject with age: Format: Call Sign N.Last,First.sex(M or F).age Event number N.Last,First.sex(M or F).age Example: 1X1.N.Smith,Joe.M.35 749 N.Smith,Joe.M.35 When we “run” a subject, we receive back 10 returns. Listed below is a BRIEF description of the information obtained from each return. Your CTO and/or CTI will review these retums with you in even greater detail, and will help you practice how to read them back to officers. JAWS - Tells you whether or not there are warrants for your subject in Contra Costa County WPS - Tells you whether or not there are warrants for your subject anywhere in the state of California. If there is a JAWS warrant, it may show up here as well as in your JAWS return, MuPs - Tells you if your subject is missing in California MUPS - Missing persons information from NCIC SRF WPS - Gives you wanted person information for California. SRFISRF - Provides supervised released information, parole, 290, arson registrants ete COMMUNICATIONS TRAINING MANUAL 68SRF- There are 2 returns labeled SRF. The first is for CARPOS file which provides restraining order information. The second shows Registrants (290, H&S, etc). DMV - This will bring up your subjects driver license or ID card information RMS — Records Management System provides Antioch Police contact information for persons or vehicles. NcIc - This return will give you information from anywhere in the country regarding restraining orders, warrants, and more. Running (10-28) a Vehicle Vehicles can be checked using the license plate number or the Vehicle Identification Number (VIN). This format may also be used to check out of state vehicles as well. Running a vehicle license plate or VIN has historically given three returns (a “triple” retumn), this has been shortened to a ‘trip” and is commonly referred to as such. Our system provides information from 5 sources. DMV, RMS, SVS, NCIC SVS. Run vehicle with a license plate Lilicense plate L2MRK415 Run vehicle with a call sign and license plate Format: Call Sign Llicense plate Example: X1 L.2MRK415 Run vehicle with an event # and license plate Format: Call Sign L.license plate Example: 749 L.2MRK415 Run vehicle with an out of state license plate Format: Lilicense plate.state Example: .2MRK415.NY Run vehicle with call sign and an out of state license plate Format: Call Sign Lilicense plate.state Example: X11 L.2MRK415.NY Run vehicle with an event # and an out of state license plate Format: Call Sign Lilicense plate.state COMMUNICATIONS TRAINING MANUAL 69Example: 749 L.2MRK415.NY Run vehicle with VIN Format: V.VIN number Example: V.1GNDT13W2T2265033 Run vehicle with call sign and VIN Format: Call Sign V.VIN number Example: X1 V.1GNDT13W2T2265033 Run vehicle with and event # and VIN Format: Call Sign V.VIN number Example: 749 V.1GNDT13W2T2265033 Run vehicle with an out of state VIN Format: V.VIN number.state Example: V.1GNDT13W2T2265033.AZ Run vehicle with call sign for and an out of state VIN Format: VIN number.state Example: X1 V.1GNDT13W2T2265033.AZ Run vehicle with an event # for and an out of state VIN Format: —_V.VIN number.state Example: 749 V.1GNDT13W2T2265033.AZ When we run a vehicle, we get back five retums — JAWS, if there is a warrant associated with the plate or VIN. RMS with APD contacts information. DMV with registration (10-28) information and two SVS returns. SVS will have any stolen or towed/stored information as well as information if the vehicle is associated to a missing person. Again, your CTO will help you practice how to interpret and read this information to the officer. COMMUNICATIONS TRAINING MANUAL 70CALL-TAKER The job requirements of the call-taker are important. There is an expectation that a high standard of proficiency be achieved as knowledge gained through training, on-going experience, and natural abilities all come together to enhance overall performance. As the required level of proficiency is attained, you will earn the confidence of co-workers, field personnel, and supervisors. They are aware of the contribution you make to their respective duties, the department's image, and public safety. As a public safety dispatcher handling incoming calls for service, it is your responsibility to screen these calls to determine their priority. It is also your responsibility to convey a positive image of the department, and your position, by displaying a courteous and professional demeanor during all telephone contacts. To obtain accurate and complete information, proper questioning and listening techniques must be utilized at all times. As a call-taker, the CAD will verify any address you enter into a complaint mask and let you know if it is a valid location in the city. The pre-set complaint mask will guide you through your preliminary questions of the reporting party. You will have access to a comprehensive bank of files within the system for quick reference. Relaying information to the radio dispatcher is elevated to its most effective level when using the CAD. The objective of your telephone training is to develop: the ability to speak in a voice that is clear, easily understood, and authoritative; the ability to deal courteously with the public under any circumstances; the ability to take control and direct the flow of the conversation; knowledge and understanding of call screening and prioritization; recognition of the importance of information verification; knowledge of logical questions to ask, in the proper sequence; understanding the importance of keeping others in the room, and supervisors, appraised of new and/or updated information; knowledge of 911 technology. vVVVVVVY v VOICE QUALITY Your voice relays a verbal handshake that directly impacts how a caller will react to you, responding personnel and the department. If you listened to your voice you would find that your speech has four important characteristics: > Cheerfulness > Distinctness > Volume > Speed COMMUNICATIONS TRAINING MANUAL 71Every telephone call must be answered with a pleasant voice, never a brusque or gruff voice that might be intended to impress someone or is a leftover from a previous difficult phone call. It is not a sign of weakness to be empathetic or polite. Be attentive to the caller and attempt to determine from the caller's tone of voice the urgency of the call Keep the length of all incoming calls short. Be polite, but discourage the marathon conversation. They may have a wealth of information to give you, but only a small portion of the information may be pertinent to the call Speak clearly. Enunciate your words. If you mumble and have to repeat yourself, you will waste valuable time. Voice level should be of adequate volume, but don't shout. If you speak too softly you will have to repeat yourself and this will waste time. If you speak too loudly, you may offend the caller and give the appearance of being rude or impatient. Project an air of authority and knowledge. This is called “COMMAND PRESENCE”. Make positive and accurate statements. If you give the impression you know you are correct, the caller will accept your authority and expertise. If you seem hesitant and unsure, the caller will question your abilities, PROFFESSIONALISM AND COURTESY PUBLIC RELATIONS Do you realize you are one of the top public relations people in the department? When someone calls, you are the Antioch Police Department. If you present a cheerful, knowledgeable and interested demeanor, their behavior toward the department will generally be positive. IDENTIFY YOURSELF In the interests of professionalism and saving time, tell the caller immediately, "Antioch Police" or "9-1-1 what is the location of your emergency" or "Communications/dispatch", depending upon which line you have answered followed by your name. The caller should never have to ask which agency or office they have reached. ANSWER QUICKLY No one likes to be kept waiting, especially on the phone. Make a real effort to answer every call before the second ring. The incoming call you have kept waiting could well be allife in danger. Every second counts. Remember, an emergency call could come in on any telephone line. Also, a person who was kept on hold too long could have had a pleasant demeanor to begin with, but is now irate and difficult to handle. If you have to leave a caller on hold, try to pick up the line and let them know you will be with them shortly. COMMUNICATIONS TRAINING MANUAL 72LEGAL JARGON Utilize plain, everyday language with the public. They don't understand legal jargon or radio codes. Never attempt to educate the public in law enforcement terminology. For example, do not waste time by explaining the legal difference between a robbery and a burglary. They do not care, and you may have alienated a person who only wants to be good citizen and report an incident. PERSONAL CONDUCT Remember, you are always on tape. Develop good telephone habits. You should be dignified without sounding aloof, friendly without becoming familiar, and sincerely interested in the caller. Make personal calls outside of the communications center. You must always be careful not to do or say anything that may be construed as disparaging of any race, creed or class of people. If the caller is making disparaging remarks about an ethnic group, ignore it. Do not fall into the trap of becoming argumentative or defensive, even if you are personally offended. Be professional at all times, but use your sense of humor when it is appropriate. It can help the caller get through a difficult and/or stressful time and will certainly leave you feeling better. People respond to a smile in the voice and it may help them feel that you are genuinely interested in their problem. Avoid unprofessional expressions. Never appear flirtatious. Again, remember you are being recorded. Never say anything that you would not want your supervisor to hear or would not want aired in a courtroom. The crux of this matter is knowledge and sincerity. The public can spot a phony, and your rapport with the caller could be gone before you realize it. COMMUNICATIONS BARRIERS You will be frequently dealing with emotional persons. When a caller requests assistance from a police department, an element of emotion, in greater or lesser degree, is always present. You will eventually develop your own style, but you must become proficient in communicating properly and effectively with callers who are: TALKING TOO FAST When excited, most people speak far more rapidly than they do in normal situations. They may talk with such speed that words run together and comprehension of what they are saying becomes difficult. You probably can not type as fast as they are talking Always use a calm, confident sounding voice. Be compassionate, but not personal Explain to them what is taking place (i.e. prioritizing of the call) and how the officers will be handling the calll (i.e. searching the area first before making contact, etc.). Avoid unnecessary questions about "details" of the crime. If time allows, explain why it is necessary for you to ask the questions you are asking. THE QUESTIONS ARE IMPORTANT. Your choice of words and phrases can inflame or calm a situation. Help the caller realize you and the responding officers will help them. COMMUNICATIONS TRAINING MANUAL 73