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Standard Operating Procedures

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Standard Operating Procedures Published by PCS on10/31/2019 1 STANDARD OPERATING PROCEDURES ADMINISTRATION DIVISION C OMMUNICATIONS Published by PCS on10/31/2019 2 COMMUNICATIONS UNIT STANDARD OPERATING PROCEDURES MASTER INDEX SUBJECT TAB Miami Police Department (MPD) Badge, Cover Sheet Endorsement Sheet Master Index Letter of Promulgation Organizational Chart Mission, Goals and Objectives Duty Hours and Dress Duties And Responsibilities of Member’s Policies Telephone Communications SOP 1 Types of Callers to be Dealt with SOP 2 Controlling the Conversation SOP 3 Published by PCS on10/31/2019 3 Transferring a Call SOP 4 Telephone Procedures Alphabetical Listing SOP 5 Geo Code File Correction Process SOP 6 Calls Concerning Metrorail and Metromover SOP 7 Miami Fire and Rescue Requests SOP 8 District Sub-Station Call Referrals SOP 9 Agency Identification and Address Verification SOP 10 Calls for Missing, Abducted, and Sexually Exploited Children SOP 11 Equipment Operations SOP 12 Guidelines for Entering Calls SOP 13 Suicide Intervention SOP 14 Telecommunications Device for the Deaf (TDD) SOP 15 Radio Signal SOP 16 Call Priority SOP 17 Domestic Violence SOP 18 CAD Operations SOP 19 Operator Support Position SOP 20 Backup Card System SOP 21 BOLO System SOP 22 Mental Disorder/Crisis Intervention SOP 23 Dispatch Procedures Alphabetical Listing SOP 24 Radio Failure Procedures SOP 25 Published by PCS on10/31/2019 4 Bridge Functions SOP 26 Records Custodian Procedures SOP 27 Automated External Defibrillator (AED) SOP 28 Dissemination of Information SOP 29 Priority Dispatch System Use SOP 30 Priority Dispatch Case Entry Compliance Policy Statement SOP 31 Caller Management and Customer Service SOP 32 Emergency Police Dispatch (EPD) Certification SOP 33 Priority Dispatch Continuing Dispatch Education Process, Roles, and Responsibilities SOP 34 Priority Dispatch Protocol Compliance Performance Management and Remediation SOP 35 Maintaining Current Priority Dispatch System Standards SOP 36 Local EPD Response Assignment Plan SOP 37 Overriding Software Final Coding Recommendation SOP 38 Priority Dispatch Protocol Use for Combined Incidents SOP 39 New Hire Training Program SOP 40 Communications Training Officer Program SOP 41 Continuing Telecommunication Education (CTE) SOP 42 Emergency Operations Plan (EOP) SOP 43 Incident Tracking System (ITS) SOP 44 Specialty Assignments SOP 45 Published by PCS on10/31/2019 5 Agency Liability – Procedural Information SOP 46 Tactical Dispatching SOP 47 Agency Performance Measurement Program SOP 48 Recruitment / Equal Employment Opportunity Plan SOP 49 Published by PCS on10/31/2019 6 COMMUNICATIONS STANDARD OPERATING PROCEDURES Published by PCS on10/31/2019 7 illit~ of Jill{iami DANIE L J. ALFONSO City Manager COMMUN I CATIO NS UNIT STANDARD OPERATING PROCEDURES ENDORSEMENT SHEET First Quarter Inspection: >?~rid 41-~b Section Commander Second Quarter Inspection: _f2,,v(,y( '(2 -r;, Section Commander 7 Third Quarter Inspection: --AX Yl'fi Section Commander Fourth Quarter Inspection: ,,<;dM '{L<f6 Section Commander Date Annual Inspection: Section Commander Date ~ MIAMI POLICE DEPARTMENT/P.O. BOX 016777 I Miami, Florida 33101 / <JO'i 1 C,ll l-h 100 100 E-Mai I Address: [email protected] 111 A C1,-•n1u,:,, nfS1•rvfrL• Published by PCS on10/31/2019 8 @it~ of Jaff iami EMILIO T. GONZALEZ, Ph .D. City 1\t\anagcr COMMUNICATIONS UNIT STANDARD OPERATING PROCEDURES ENDORSEMENT SHEET First Quarter Inspection: Unit Commander Second Quarter Inspection: ~ /11 /11 Date Third Qua1ier Inspection: -·, l '), j - l l c., - Date Fourth Quarter Inspection: °!&,<-i/l<t c:_ I Date Annual Inspection: Unit Commander Date " MIAMI POLICE DEP/\RTMF.NT/P.0. BOX 016777 / Miami, Floridc13310I / 1305) 603-6100 100 E-Mail Address. chiefo1police@111 i1mi-pc;ice.org I .. A Ce111ury ofSrn•in· Published by PCS on10/31/2019 9 C!IiilJ of #ff iami EMILI O T. GONZALEL, Ph.D. Citv ,\ 1\t111dgcr COMMUNICATIONS UNIT ST ANDARD OPERATING PROCEDURES LETTER OF PROMULGATION TO: ALL PERSONNEL, Communications Unit These Standard Operating Procedures are established to provide guidelines for the operation and management of the City of Miami Police Department, Communications Unit. Procedures incorporated into these Standard Operating Procedures are not meant to supersede, but will supplement published Departmental Orders and Administrative Directives. The Section Commander wil l resolve conflicts between documents. Personnel assigned to the Communications Unit are required to read and abide by the procedures as set forth by the undersigned. All personnel will read, sign, and abide by the unit's mission, vision, and core values, (CALEA Standard---2.2~) _ _JL~.ti.i.......,s:~ ~+>::::::_::'2k..7Lffi_ Comm~ Communications Unit Effective Date ,\ IIAMI PO I ICF DFPARTi\ IE'-.!T/P.0. BO>- 0 I 6, ;- , / 1\1i.im1. Florida 1110 1 tlOS1 <,O l-6 100 100 l.-1\l,1il Adc!w:-~: c. hi(•1<11110l1<.l' f• 1 m1<111 11-1>1ll il C:'.11rg I (. , ·11111r\' o f .,,-n-1, ,· Published by PCS on10/31/2019 10 Q.tit~ of 4,ffi{iami ( f:M ILIO T. GO NZALEZ, Ph.D. City Manager COMMUNICATIONS UNIT STANDARD OPERATING PROCEDURES ORGANIZATIONAL STRUCTURE Effective Date M IAMI PCl LIC[ D[PAIHMHH/P.O. l:lOX 0 16777 / Miam,, Florida Jll 01 / 1 ms, 601-6100 100 F-J\1,1il ,\ddrf!ss: ch1eiofp0lic pt1 mi;rn1i-prJlicc.org I C.tnt111,• •!I !·l,•1·1: ic:c Published by PCS on10/31/2019 11 QI itu of ~iami EMILIO T. GONZALEZ, Ph.D. City Manager COMMUNICATIONS UNIT STANDARD OPERATING PROCEDURES MISSION, GOALS AND OBJECTIVES I. MISSION Our Communications Center is a 24-hour, seven days a week, public safety answe1ing and dispatch point for police service within our service area. Our mission is to: • serve as the communications link between the citizens and public safety agencies; • make accurate identification of the citizen's location and public safety response needs; • quickly and accurately activate public safety services; and • provide communications support and coordination of all public safety and support agencies. Section Commander Communications Unit 05 / I -:J / I 4 Effective Oat~ I M IAMI POLICE D EPARTMENT/ P.0. BOX 01 6 777 / M iami, Florida 33101 / (30 5) 603-6100 • 100 E-Mail Address: [email protected] A C ,:ut11ry ,lf'S ,·n : ice ® Published by PCS on10/31/2019 12 In carrying out our mission, we recognize that service is our one and only product that we share a common, ongoing goal, to provide it at the most superior and professional level possible. We also recognize that our strength and success is tied directly to the individual and unique contributions of each of us working in a spirit of cooperation and teamwork with our public safety associates. Our actions help save lives, protect property and assist the public in their time of need. II. GOALS A. To staff a 24-hour Unit capable of efficiently and effectively handling all requests from citizens and visitors for emergency and non-emergency police service. B. Provide public safety field personnel with professional communication services with emphasis on safety, accuracy and cooperation. C. To facilitate the Department's communications needs by providing and maintaining the necessary equipment. D. Maintaining professional Standards. III OBJECTIVES A. To receive and process emergency and non-emergency requests for services or assistance for police. B. To answer all incoming 9-1-1 calls within 10 seconds of call initiation. C. To determine the appropriate level of response and assign incidents within established time criteria per accepted departmental policy. D. To dispatch the appropriate resources necessary for proper incident handling. Published by PCS on10/31/2019 13 Qii ±t? of cffet{iami E1v\lLIO T. GONZ/\LEL. Ph.D. Cil) i\ l,1r1,1ger COMMUNICATIONS UNIT STANDARD OPERATING PROCEDURES DUTY HOURS AND DRESS I. Work Dav and Work \iVeek The normal workday wi ll be determined by the exact position held within the unit. Due to the nature of business conducted within this unit, all employees are subject to 24-hour call. This is necessary to handle the various emergency situations that may anse. Communications personnel work-day and work-week schedules are determined according to the specific shift involved as well as compliance with the Federal Labor Standards Act. Schedules may be subject to change without notice, if deemed necessary, in order to provide the required services. II. Dutv Hours This policy establishes shift start/end times and procedures to ensure effective shift changes. Com~er Communications Unit Effective Date MIAMI POLI(!: DEP/\RT1\\[~T/P.O. BO>- 0 I (,7-;7 ,\li,1111i Flori d,, n I OJ , HJ,1 i>Ol-r, JOO 100 F 1\\,1il \ddrp~-.: lh1cin1po!iu:''" n11t1ini-polt<.e.or~ I (.-,1run·,,f .-.,·,t·i,,· Published by PCS on10/31/2019 14 QI itu nf 4ff[iami EMILIO T. CONZALEZ, Ph.D. Ci ty Manager COMMUNICATIONS UNIT STAND ARD OPERATING PROCEDURES DUTIES AND RESPONSIBILITIES OF MEMBERS Chain-of-Command I. Commander The Section Commander c01mnands the Communications Unit, which includes responsibility for the following: A. Managing the 9-1 -1 Emergency Telephone System, to include the West Viper 911 System/Mapping System, KOVA and NICE recording systems, Motorola Premier C.A.D., and the Motorola Gold Elite Radio Dispatch System. B. Coordinating all activities between the City of Miami Police Department and the Communications Division of the Department of General Services Administration. C. Replying to all c01Tespondence relating to the Communications Unit and preparing responses for the Chief of Police's signature. Maintaining Section files of all correspondence. Commander Communications Unit Effective Date f 7 . ~ 1 MIAMI POLICE OEPARTM Ei\!T/P.O. BOX 0 16777 / M iami, Florida 33 1U I i 005i bOH, I OD 100 E-1'v\.1il Adcl res;: chiefotpolicc@' miarni-police.org I ,. .ti <;,,,,,.,,:v "f S ,•r vfre ~ PublishedDUTIES by PCS on10/31/2019AND RESPONSIBILITIES OF MEMBERS: 15 (Continued) D.
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