Access to PSAP ACD 300-14
Cell Block Telephone Numbers 300-1
Changing Logging Recorder Tapes 300-2
Collect Telephone Calls 300-12
Courtesy on the Phone 300-5
Crime Stoppers Tip Phone 300-7
Logging Recorder Tapes 300-2
Members's Home Phone Numbers 300-13
Personal Telephone Calls 300-9
Phone Procedures 300-11
Release of Members's Home Phone Numbers 300-13
Remote Access to PSAP ACD 300-14
Tape Requests 300-3
Telephone Answering - DOCC Saskatchewan 300-16
Telephone Messages 300-17
TITLE: CELL BLOCK TELEPHONE NUMBERS
This policy will instruct all employees of DOCC on how to handle requests for information of
subjects currently in RCMP gaols (cells) throughout the province.
The employees of DOCC receive numerous requests from the general public as to who is currently in the RCMP cells or whether such and such a person has been picked up.
These requests are not an operational request and as such the enquiring person from the general public shall be advised to call the appropriate Detachment during normal working hours. The person can also recall the Detachment and leave a message on the Detachment's message manager, and someone from the Detachment will return their call when available.
While handling these types of calls, bear in mind the difference of lawyers attempting to contact prisoners that are being held in our Detachment cells. A lawyer's call is much different in that it is not an inquiry - it is a "right to counsel" and we must not hamper this particular legal process.
In this instance you would take a message and pass the message along to someone from the Detachment as soon as possible so that they may arrange a return call.
TITLE: MONITORING/CHANGING LOGGING RECORDER TAPES
This policy will standardize the changing of the logging recorder tapes.
The Watch supervisor will check the logging recorder on arrival for duty to ensure that the tape is presently being recorded. An entry will be made in the recording log as to which tape is currently recording and the percentage of tape that is remaining.
The Watch supervisor will make periodic checks throughout the shift to ensure that the recorders remain working throughout the shift. When the time remaining on the tapes approaches 10%, the tape shall be changed to the next available tape by the Watch supervisor or their delegate. If the tape is left to run to completion, an audible alarm will sound to alert the DOCC personnel to the malfunction.
At certain times, a malfunction will occur with one of the recording tapes. An alarm will sound to attract attention. When this transpires, the Watch supervisor or delegate will attempt to restart the logging recorder, however, at times the current recording tape must be exchanged for the next available tape.
When a tape is exchanged for the new tape, a log book entry will be made as to the start and stop times of the current tape and for the new tape.
Directions for the changing of the tape will be found mounted on the wall in the equipment room by the logging recorder.
TITLE: TAPE REQUESTS
This policy will standardize the method by which Detachment members request copies of tapes for
court or information purposes.
A. REQUESTING A TAPE
At certain times, Detachment members will require a copy of a phone conversation involving a member of DOCC and a complainant, or a copy of a tape with regard to a radio conversation.
The Detachment member shall put their request in writing and forward the request to the DOCC Operations Commander via ROSS e-mail or fax. The member shall advise the reason for the request, the times that are needed to be recorded, file numbers if any, and any other pertinent information that is available to the investigator.
The member will advise whether the original tape must be secured for court purposes. The recording tapes are usually reused after approximately 6 to 12 months. The request for holding of the original shall be received prior to this. If there is a possible order to hold the tape, advise at the onset and the original tape will be pulled from further circulation.
B. DOCC Ops Commander
The DOCC Operations Commander will receive all requests for tapes from the radio/phone system. The priority of the request will decide whether to delegate the task of recording the call to the Watch Supervisor or the Operations Manager.
If the original recording tape is to be held pending court action, the DOCC Ops Commander will secure same in the locker that is maintained for securing the tapes. The tape will be secured in an envelope with sufficient details to ascertain reason and who requested same.
Supervisors will treat the tape as an exhibit which must be appropriately dated, timed, and initialled.
Directions for making a recording can be found mounted on the wall in the equipment room by the logging recorder.
TITLE: Com Log
Comm Log Server: 18.104.22.168
The Comm Log Server (address) should be set to 22.214.171.124 automatically, however, if the system is not logging in, check the address to ensure this number is showing. If it is showing 000.00.0.00, then type in the 126.96.36.199 address and click on enable system.
The local configuration time shoule be set at -06:00:00 during the winter months and set at -07:00:00 during the summer months.
Right click inside the right bottom box. Click on the channel filter and pick the channel you want to select by clicking on it once. Then rigbht click on the same line and select "include selected channel for filter".
This will add this channel to your list.
You can add CT01, CT02, CT03 or CT04.
After you have done this, your right box should show the channel you require.
Your message list should now only show the messages for the CT channel that you had selected. You may go in and select a channel for a dispatch line, but you will want to delete after you have listened to the call.
To listen to a particular call, double click on the line you want to cue up the call and then hit the green button for play. The red button is to stop the call. Double red lines are used to pause a call. To refresh your list of calls, click on the bottom right hand corner yellow arrow and it will bring you down to the most recent calls.
You may want to minimize the program so you have ready access to the program when needed.
TITLE: COURTESY ON THE PHONE
This policy will standardize the courtesy that shall be exhibited while answering complaint phones
in DOCC Saskatchewan.
All callers have certain expectations when they call the Police.
The Complaint Taker will always speak with a calm, competent, decisive voice tone.
Do not use jargon or slang that the caller may not recognize or understand.
Use proper English
Do not use abbreviations that would only be known to the Police community. ie: PS - Police Service, GIS, MCU, etc. As well the operator should not be referring to Police officers as members. The term "member" is understood by all that work in the police environment, however, to the general public that have had little or no dealings with the Police, the word member concatenates an enrollment in some organization, but does not say what organization. The more correct way to advise the caller would be to use the term "Police Officer".
Display interest in the caller
Treat every call as if a member of your family is the one making the call.
Take note of the caller's name, and use it when and where appropriate.
Avoid voice inflections, or sounds that may convey an impression of boredom or indifference, such as heavy sighs.
Explain waits. If you are going to put a caller on hold, advise the caller and explain why if possible. ie: "I have to put you on hold as I have another urgent calling coming in".
The Complaint Taker will not be able to always satisfy the caller's desires or wishes. This may be because it is not a police matter. Always attempt to provide the caller with an acceptable alternative. Suggest other agencies, service groups that may be able to assist them.
TITLE: COURTESY ON THE PHONE
The Complaint Taker can suggest alternate action that the caller may take, but "NEVER"
give legal advise to the caller such as "I'd sue him if I were you". Leave that to the lawyers.
In the absence of specific policy or procedure, use common sense and your best judgement to resolve the situations.
If you do not know what to do, ask your supervisor for assistance.
Many complaints in reference to call takers handling of a call for service result from the caller's frustration rather than from a specific complaint about the call taker's actions or inactions.
Remember, the community expect that you will be able to handle the problem.
Failure on the part of the call taker to provide acceptable alternatives may generate frustration and belligerence on the part of the caller.
TITLE: CRIME STOPPERS
This policy will standardize the method of handling the Crime Stoppers Tip Phone.
The Crime Stoppers Tip Phone has been installed in Amtrak Communications to have it answered when the Crime Stoppers office is not manned. This is predominately during the evenings hours, weekends, and statutory holidays.
All Crime Stoppers calls are to be anonymous. Callers are not to be asked for their name or their telephone number. If the information is given freely, you are not to record the name or the telephone number. The Crime Stopper policy states that when the name of the caller is known to the police, the caller is not eligible for a reward. The Crime Stopper Board only deals with anonymous callers.
The Amtrak operator will record the tip information on a Crime Stopper's form located at there place of employment. The essential information is: when, where, who, what and how. In the narrative details of the form, the term "caller" should be used rather than the term of he or she.
The caller is to be advised to contact the Crime Stoppers office in fourteen (14) days, Monday to Friday, between the hours of 0800-1600 hours for an update.
The Amtrak operator will print out the Tip form and fax it to the police agency having jurisdiction for the offence. If time is of essence, then a telephone call shall be made to the agency to pass along the information.
TITLE: CRIME STOPPERS
When you receive faxes from Amtrak regarding Crime Stoppers calls for Estevan please send copies to both Estevan PS and Estevan Detachment.
TITLE: PERSONAL TELEPHONE CALLS
This policy will standardize the method of handling personal telephone calls while at work.
The design of the telephone system in DOCC for the Dispatchers was to have a single incoming line to maintain some control on the amount of calls that would be received at the Dispatcher workstations. More than one line means the Dispatcher could be tied up on the phone more, which detracts from the radio duties.
A down room was provided with an "unrecorded" telephone line meant for the operator's use while on their breaks, etc.
At some times it is very quiet at particular workstations. The operator feels they can do some business via the telephone without taking away from their primary response duties, however, at times the calls can snowball into a longer time than was initially planned. This opens the DOCC to criticism and possible problems.
If in the Dispatch or Complaint position, and you have to make a short outgoing call, the operator will use one of the former PMRS lines (4572, 4573, 4574). As well you can use one of the "park" lines (4575, 4576, 4577, 4578 or 4579) to call out on.
An operator can also pre-arrange a time to call family members in advance and then ask the supervisor for a scheduled break at that time to make the call from the down room. This break would be considered part of your meal break or your scheduled 15 minute breaks and will not be in addition to these break times.
When a family member calls on the single local line, transfer the call to one of the park lines. While receiving these personal calls on one of the park lines, the operator must realize that they must maintain their work ethic to their prime duty. If it appears that the call will last for more than a few seconds, arrange for a break and call the family member back from the down room.
While operators are at work, it is imperative that the "work lines" remain open to our customers, the members in the field or in the case of Complaint Takers, for the Dispatchers to call them, etc.
TITLE: PERSONAL TELEPHONE CALLS
B. LONG DISTANCE CALLS
If the employee will be making a personal long distance call, the call shall be made by the
use of a personal calling card or by third party charging to your home number. If under
extenuating circumstances this is not possible and you must make the call from work, then
you shall contact the DOCC Manager to ascertain the charges for the call and remit the cost of the call to the Receiver General for Canada through the DOCC Manager.
TITLE: PHONE PROCEDURES
From the inception of DOCC Saskatchewan, we have been guided by the policy that "All requests
for police assistance will be documented and dispatched". The method of documenting the call
has evolved from the pen and paper to the CIIDS system. The time (or when) the event will be
dispatched remains at the discretion of the dispatcher. This includes carrying the request for
assistance over until a member is on duty.
While there is a very fine line and a grey area in complaint taking, DOCC Saskatchewan will process all urgent and routine requests for police assistance from the general public. This does not mean that the Complaint Taker cannot offer a suggestion to the caller regarding "pressing 2 and leaving a message" for administrative or personal type phone calls. However, if the caller insists on contacting the member on patrol, then their wishes shall be abided by. The prime objective of the RCMP is to require the general public to only have to make a single phone call to obtain police assistance. The general public are our customers and such the RCMP is committed to remaining the "Force of Choice" for policing in the Province of Saskatchewan. This means we shall satisfy our customers requests for service/assistance.
With the advent of Community Policing, CAPRA the general public have been requested to be more involved in providing support and assistance to combat crime in their communities. DOCC Saskatchewan is an integral part of the process in that we are the initial point of contact to the police community.
DOCC Saskatchewan will take the general public's complaints and request for police assistance even if they are considered a routine request. We are obliged to provide our customers with "One call service" on requests for assistance on requests that require police action or attention.
All incoming calls through the ACD system should be answered as promptly as possible.
The service level for DOCC Saskatchewan is to answer 75% of the calls within ten (10) seconds.
Operators shall attempt to answer the incoming call on the first ring. Each ring is approximately 5 to 8 seconds. A call answered after the second ring would be 10 to 16 seconds.
When all Complaint Taking operators are busy on the phone and another call comes into
TITLE: PHONE PROCEDURES
the queue, if your current call is not urgent, you will advise the caller that you are going to
put them on "hold" as you have another call incoming. Park the caller and answer the
incoming call. Ascertain from the caller if the call is urgent. If not, advise the caller that
you will put them on "hold" as you have another call to take care of. Park the call and go back to your initial call and when finished, return to the second caller.
If a third call comes in and all other operators are tied up with "Urgent" calls, you will have to put the caller on hold once again and answer the third call.
Always advise your caller that you are putting them on "hold". If the callers are not advised of this fact many will hang up and recall. They will feel they got disconnected from the initial call or you hung up on them.
A Complaint Taker who is available to accept an incoming call will assist the other Complaint Taker who has parked an incoming call. They will ascertain from the original Complaint Taker if they have started an event or not on the parked call. If the Complaint Taker has not commenced recording an event, the available Complaint Taker shall answer the parked call and process as a normal incoming call.
All Complaint Takers must ensure that a parked call is handled as soon as a Complaint Taker is available so that the caller is not left in the "hold" state for extended periods of time.
DOCC Saskatchewan is considered a front line point of contact to the general public and to the police community. As well we are considered a support section to the RCMP community. As such we are obliged to supply support/assistance to all members of the RCMP, whether they are considered a user of DOCC or not. If they are a component of the RCMP, then they are entitled to DOCC's service.
As the main answering point for the RCMP in Saskatchewan, DOCC Saskatchewan shall accept all collect telephone calls from any point within Canada.
TITLE: RELEASE OF MEMBERS'S HOME PHONE NUMBERS
This policy will standardize the method of releasing member's home numbers.
DOCC Saskatchewan will not release a member's home number to anyone of the general public.
If it is another RCMP member requesting the number, the DOCC employee must be able to recognize the requesting member's voice or somehow identify that the person calling is an actual member who is entitled to the home number. If the DOCC employee is not satisfied then the number will not be given out.
The DOCC employee may release the member's home number if the call is showing on call display as originating at a RCMP phone number.
There are some RCMP members who have indicated their desire not to have their home numbers given out to anyone (including other RCMP members or other police officers). Their desire must be met. Under no circumstances will the home phone number be given out to anyone.
As a last resort, the DOCC employee can call the member at home and request whether they will allow you to give out their number to the person who is calling.
The DOCC employee can also take the caller's name and telephone number and then call the member at home and pass the information onto them that the caller wishes them to call them back.
If the call sounds as if it might be urgent, the DOCC employee could call transfer the caller to the member's home number.
The DOCC employee may have to use unique methods of validation of the requesting member. The number could be faxed/CPIC'd to the Detachment, the requesting member could be asked for their regimental number or other unique information, the DOCC employee could phone the requesting member back via the phone number from DOCC's records, etc.
TITLE: REMOTE ACCESS TO PSAP ACD
This will describe the method of changing the recorded message on the RCMP PSAP ACD
The supervisors require a method of changing the message in the ACD due to current conditions that were happening throughout the province. This could be a major storm throughout the province or even in a local area, but it should be relatively major. The phone lines will usually tell you that it is a major occurrence.
The supervisor will access the Remote Access number that has been assigned to the RCMP's PSAP ACD. You would wait for the voice announcer unit to answer and respond with "Enter Access Code". The supervisor would then enter their Access Code as supplied by SaskTel. The announcer will respond with "Enter Command".
C. RECORDING A CALL DELAY ANNOUNCEMENT
After the "Enter Command" prompt, the supervisor would press "7". A confirmation tone will be heard, after which the supervisor should immediately start recording their message (30 seconds maximum). Pressing the "#" sign ends the recording. The announcer will respond with the "Enter Command".
D. TO LISTEN TO A MESSAGE
After hearing the "Enter Command" prompt, the supervisor would press "8" to listen to their message. If the supervisor has just recorded a message, they can also use the "8" key to listen to the message they have just recorded.
When the current condition has restored to normal, the supervisor must ensure the message is once again changed to the standard recording.
TITLE: REMOTE ACCESS TO PSAP ACD
Related directions and sample standard messages are posted on the wall in the
supervisor's office above the Perimeter System Monitor.
TITLE: TELEPHONE ANSWERING - DOCC SASKATCHEWAN
This policy will standardize the greeting on answering the phones in DOCC Saskatchewan.
A. COMPLAINT PHONE
The C/T phones in DOCC may be deemed but are not exclusive to be "Emergency" or "Urgent" type calls that have been transferred from a Detachment message manager. It is sufficient to answer the call with "RCMP Communications".
B. COMPLAINT TAKER INTERNAL LINE
The internal lines at the Complaint Taker positions are unlisted numbers that the general public and members in the field should not be calling. When the lines are answered it will be sufficient to answer with a "Hello", "Complaint Taker 1, 2, 3, 4". ie: Hello, Complaint Taker 1 or 2 or 3 or 4.
C. DISPATCH ZONES
There should not be calls being received on the phones at the Dispatch positions from the general public, however, you will be receiving calls from various members at the Detachments, Complaint Takers, or other Dispatch operators.
The phone shall be answered with a prefix that the caller has reached the DOCC or the RCMP or Regina Control at a minimum. The operator's given name, or the zone that the caller has reached may also be spoken.
ie: DOCC, Zone 1, John speaking; or DOCC, John speaking; or DOCC, Zone 1, or
RCMP, Zone 1, John speaking; or RCMP, John speaking; or RCMP, Zone 1, or
Regina Control, Zone 1, John speaking.
If you are busy on the radio when you are answering the phone; request if the caller can
"hold". Wait for the caller's reply in the affirmative before sitting the phone down.
The phrase "telecomns" is no longer appropriate to our operation and is not to be used when answering the phones. Suggested references include OCC, DOCC, Communication Centre or Comcentre. "Telecomns" is the retained abbreviation utilized by our Area Telecomns Services (ATS) radio technicians.
TITLE: TELEPHONE MESSAGES
This policy will standardize the method by which Complaint Takers take telephone messages.
DOCC Saskatchewan is predominately an "Urgent" call centre, however, at times it will be necessary to accept and pass along "Urgent" messages to the field members.
The operator shall take all information in reference to the person calling. Do not assume that the person for whom the message is intended will know who called, how to contact the caller, or what the message is in reference to.
Always attempt to obtain full (first and last) name of the person calling and a call back number. Even if the caller insists that the person will have the number, get a number anyway. When obtaining cell phone numbers, confirm the area code as 306, do not assume.
An "External" message shall be forwarded to the correct Dispatch Zone where the telephone message is intended. If the call is extremely urgent, make sure you make note on the message that it is so. Sign the message so that the Dispatch operator can request clarification or other information on the message.