Dispatcher Judgment

Dispatcher Judgment

Effective through March 29, 2019

Performance Outcome 2.1.

Receive, prioritize and handle multiple tasks related to emergency call taking and dispatching using judgment based on policies and procedures.

Training Objectives 2.1.

1. Given three written scenarios or practical exercises, identify or demonstrate the steps involved in receiving, prioritizing and handling multiple tasks related to 911 call taking and dispatching:

Criteria for Testing: The trainee shall be tested on the following:

2.1.1. Service Greeting - Answer a 911 call: “911 – where is your emergency?”

2.1.2. Obtain information relevant to the call by asking multiple questions related to:

2.1.2.1. Where

2.1.2.2. What

2.1.2.3. Who

2.1.2.4. When

2.1.2.5. How

2.1.2.6. Why

2.1.3. Provide information to caller based on situation and risk assessment.

2.1.4. Exercise judgment to prioritize response to the call

2.1.4.1. Type of call (protocol for case classification)

2.1.4.2. What type of response(s) (initial personnel and resources to dispatch)

2.1.4.3. Single or multiple units

2.1.4.4. Special teams

2.1.4.5. Notifications to other authorities

2.1.5. Send information to dispatch station or dispatch while taking call.

2.1.6. Document the call and response(s), e.g., units assigned based on location and availability.

2.1.7. Document additional information sent to response units, e.g., weapon seen, hostage taken, suspect description, etc.

Lesson Plan Guide: The lesson plan shall include the following at a minimum:

1. Service greeting - answer a call –“[agency name] 911 – where is your emergency?” If the caller information indicates the call does not relate to an emergency, use non-emergency call procedures. However, you should always get the answer to “where” first since a call may be disconnected accidentally and you may not have this information on a screen, or the caller may be calling from a phone that is not where the emergency is located.

2. Elicit information relevant to the call by asking multiple questions related to:

a. Where

b. What

c. Who

d. When

e. How

f. Why (depending on the type of call, any information that is offered or obtained relating to the motive behind what is going on may need to be passed on to units responding. Such motives may reveal a higher risk for those responding and officers, in particular, should be alerted to the possibility of a potential violent confrontation that may occur suddenly.)

3. Provide instructions to caller based on situation and risk assessment:

a. Fire

b. Chemical spills in closed and open areas

c. Intruder in residence

d. Hostage situation/crisis situations

e. Multi-vehicle crash

f. Weather related hazards

g. Bio-hazards

h. Others as may be determined by the instructor (remind trainees of the use of resources available. NCIC hazardous materials file is a good one.)

4. Exercise judgment to prioritize response to the call:

a. Type of call:

1. Accidents (traffic, industrial, household, poison control, etc.)

2. Fire

3. Medical emergency (including medical alarms)

4. Alarms:

a. Residential

b. Business

5. Animals

6. Misdemeanor calls

7. Felony calls

8. Abnormal behavior reports (mental disability of some type possible; suicide threats)

9. Missing persons

10. Unusual phone calls (annoying, threatening, harassing, etc.)

11. Traffic violations

12. Vehicle violations

13. Juveniles

14. Non-emergency call that is received on 911

15. Officer needs assistance

16. Referral of information only call.

b. Unit(s) to respond to call:

1. Police

2. Fire

3. Rescue

4. Combination

c. Location of response units (need and geographic location of response unit)

d. Single or multiple units

e. Special teams:

1. Hazmat

2. Crisis negotiation

3. Disaster

4. Search and rescue

f. Notifications to other authorities, e.g., any agencies impacted by the need to respond to the call.

5. Send information to dispatch station or dispatch while taking call.

6. Document the call and response(s), e.g. units assigned based on location and availability.

7. Provide additional information to units assigned as it becomes available.

8. Document additional information sent to response units, e.g. weapon seen, hostage taken, suspect description, etc.

Instructor Note: Provide examples of misdemeanor and felony reports to help explain differences in call responses.

Performance Outcome 2.2.

Receive and handle various types of non-emergency complaints and requests from the public or other agencies by using judgment based on policies and procedures.

Training Objective 2.2.

Given a written scenario or practical exercise, identify or demonstrate the steps involved in receiving and providing service for non-emergency calls including the following types of complaints and requests from the public:

1. In-person complaints and requests

2. Telephone complaints and requests

3. Complaints and requests from other agencies

4. False and/or nuisance call

5. Business calls

Criteria for testing: The trainee will be tested on the following:

2.2.1. Service-oriented greeting

2.2.2. Prioritize non-emergency call

2.2.3. Questions asked to elicit basic information regarding type of call

2.2.4. Responses designed to handle complaint, request, or routine business based on protocol

2.2.5. Call classification

2.2.6. Units assigned (if call not referred elsewhere)

2.2.7. Documentation of false and/or nuisance calls

Lesson Plan Guide: The lesson plan shall include the following at a minimum:

1. Answer call promptly with courteous and professional demeanor:

a. Identify yourself or agency according to policy and “How may I help you,” or similar greeting.

2. Evaluate nature of call, prioritize and collect information:

a. Listen attentively to what the person tells you is the complaint or request.

b. Concerned citizen information

c. Past disturbance

d. Complaint against law enforcement, dispatching, or other agency personnel

e. Other

3. Basic information to collect:

a. Where

b. What

c. Who

d. When

e. How

f. Why (if known)

4. Respond in a timely manner with appropriate action:

a. Inform the person regarding the process that will be followed to handle the complaint or request, e.g., will send an officer to take a report, this type of complaint is not handled here and the agency to call is (provide name and number), etc.

b. Route call to other service provider if necessary:

1. Identify services that provide citizen assistance

2. Identify the best way for the citizen to access the services

c. Classify the call for service response and record-keeping.

d. Dispatch officer or other service (if appropriate).

e. Collect additional information for report, if possible.

5. Close the conversation:

a. Courteously terminate the call

b. Clearly state what action will be taken without a definite time line

c. Make certain action stated is completed

6. Handle business calls with the same attentiveness and courtesy as complaints and requests are handled.

7. Document false and nuisance calls by type and areas of origination. This may help identify the caller for action at some time. Response unit must be dispatched regardless of prior history with a person or location. Follow department policy.

Performance Outcome 2.4.

Recognize and understand the dynamics of active shooter incidents and apply standard communication techniques during incident/s.

Training Objectives related to 2.4. :

1. Given a written or practical exercise, identify the vital and primary functions of a dispatcher during an active shooter event(s).

2. Given a written or practical exercise, demonstrate an understanding of the roles of law enforcement, EMS, and fire service during active shooter events.

3. Given a written or practical exercise, define active shooter in accordance with the U.S. Department of Justice and the FBI and identify early warning signs of an active shooter event.

4. Given a written or practical exercise, identify appropriate information/guidance to be provided to other law enforcement agencies offering assistance or asking questions during an event.

5. Given a written or practical exercise, identify the potential for a secondary event or multiple events to be associated with the initial primary active shooting:

a. Distraction (i.e. pulling fire alarm or setting off security alarms)

b. Drawing in first responders.

6. Given a written or practical exercise, identify potential weapons and hazards that may be encountered by first responders:

a. Hand gun and/or  long gun:

1. Number of firearms

2. Number of shots fired

3. Where

4. When

b. Explosives, bombs, booby traps, or other distraction devices

c. Knives, machetes, hatchets

d. Entry/exits compromised (e.g. blocked, chained, booby-trapped)

e. Others as identified

7. Given a written or practical exercise, screen calls and relay the information required to obtain the location and description of suspect(s):

a. Location of suspect(s):

1. Transportation mode

2. Type of vehicle (use CYMBALS):

a. Car/truck/motorcycle

b. Armored

c. Boat

d. Others as identified

1. On premises

2. Off premises / direction of travel

3. Ingress /egress points for first responders

b. Suspect(s)

1. Known (obtain name)

2. Number

3. Head to toe description

a. Any special clothing or protective vest/armor

b. Any remarkable or outstanding physical markings

c. Possible bomb (i.e. visible wires, suicide vest, backpack, remote detonator, packages)

4. Did he/she say anything (i.e. group affiliation, mental stability)

5. Targeting specific groups or individuals (i.e. religion, culture, gender orientation, race)

6. Any other information obtained

8. Given a written or practical exercise, analyze, prioritize, and relay pertinent information regarding hostages, and injured /uninjured victims:

a. Hostages:

1. Location (i.e. room number, building name, access points for law enforcement)

2. Number

3. Any suspect’s demands

4. Injuries

b. Injured/casualties:

1. Location(s)

2. Number

3. Types of injuries

4. Triage

c. Uninjured victims:

1. Location(s)

2. Number

9. Given a written or practical exercise, determine if civilians are secure and safe and if the facility/agency has an active shooter plan.

10. Given a written or practical exercise, identify possible contingencies during a system failure.

11. Given a written or practical exercise, demonstrate an understanding  of the analysis and prioritization of the following:

a. Additional call taking and screening for service

b. Documentation timely and pertinent/updates CAD

c. Incident Command/Unified Command

12. Given a written or practical exercise, identify how the use of social media impacts today’s shooter and active shooter activities.

13. Given a written or practical exercise, identify dispatcher’s role and interaction with the Media.

14. Given a written or practical exercise, identify emotional impact and the resources available for stress management including Critical Incident Stress Management.    

15. Given a written or practical exercise, demonstrate an understanding of the community impact.

16. Given a written or practical exercise, identify the characteristics of a law enforcement response:

a. Approach

b. Positioning

c. Situational awareness

d. Breaching awareness

e. Scene control:

1. Traffic 

2. Towing

3. Media

4. Family reunification

f. Officer safety

g. Force on force

h. Avoidance (i.e. self-dispatching, solo entry without a plan, armed citizens, improvised explosive devices)

i. Emergency medical services /fire roles, responsibilities and safety:

1. High Threat Response Team (i.e. team of law enforcement and fire/ EMS personnel)

2. Zones:

a. Hot

b. Warm

c. Cold 

Criteria: The trainee shall be tested on the following:

2.4.1. Identify the primary functions of a dispatcher during an active shooter event(s):

2.4.1.1. Call taking/texting:

2.4.1.1.1. Recognizing or suspecting an active shooter event

2.4.1.1.2. Identify accurate location

            2.4.1.2. Coaching and/or direction:

                           2.4.1.2.1. Civilian(s)           

                           2.4.1.2.2. Armed civilian(s)

                           2.4.1.2.3. Off duty law enforcement

   2.4.1.2.4. Fire and emergency medical services personnel

2.4.1.3. Screening, gathering, and documenting information

2.4.1.4. Dispatching and disseminating information to responding units:

  2.4.1.4.1. Radio control

  2.4.1.4.2. Immediate and pertinent updates

                          2.4.1.4.3. Acknowledging responding units 

2.4.1.5. Managing responding resources

2.4. 2. Identify the roles of law enforcement, EMS, and fire service during active shooter event(s):

2.4.2.1. Law Enforcement:

   2.4.2.1.1. Locating, containing, neutralizing suspect

   2.4.2.1.2. Securing scene

   2.4.2.1.3. Establishing casualty collection point

   2.4.2.1.4. Perimeter management

2.4.2.2. Emergency Medical Services:

   2.4.2.2.1. Triage

   2.4.2.2.2. Transporting

2.4.2.3. Fire:

   2.4.2.3.1. Scene assessment (i.e. hazmat)

   2.4.2.3.2. Triage

   2.4.3.3.3. Perimeter management

2.4.3. Define active shooter in accordance with the U.S. Department of Justice and the FBI and identify early warning signs of an active shooter event:

2.4.3.1. Sudden influx of calls

2.4.3.2. Suspicious person calls not involving shots fired

2.4.3.3. Calls for law enforcement and /or fire that seem unrelated but begin to form a pattern around a centralized location/activity

2.4.3.4. Open line calls

2.4.3.5. Hearing gun shots in the background of a call

2.4.4. Identify appropriate information/guidance to be provided to other law enforcement agencies offering assistance or asking questions during an event:

2.4.4.1. Maintain phone line(s) and radio control (i.e. channels and phones lines should be clear to obtain and disseminate pertinent information).

2.4.4.2. Determine what and if information is authorized for release.

2.4.4.3. Direct callers seeking information to public information officer or assigned spokesperson.

2.4.5. Identify the potential for a secondary event or multiple events to be associated with the initial primary active shooting:

2.4.5.1. Secondary distractions (i.e. pulling fire alarm or setting off security alarms)

2.4.5.2. Drawing in first responders

2.4.5.3. Multiple shooters

2.4.6. Identify potential weapons used and other hazards for first responders during an active shooter incident:

            2.4.6.1. Hand gun and/or long gun:

                                    2.4.6.1.1. Number of firearms

2.4.6.1.2. Number of shots fired

                                    2.4.6.1.3. Where

                                    2.4.6.1.4. When

            2.4.6.2. Explosives, bombs, booby traps, or other distraction devices

            2.4.6.3. Knives, machetes, hatchets

            2.4.6.4. Entry/ exits compromised (e.g. blocked, chained, booby-trapped)

            2.4.6.5. Others as identified

2.4.7. Demonstrate screening calls, gathering information, and relaying the location of suspect(s) and mode(s) of transportation:

2.4.7.1. On premises

2.4.7.2. Off premises / direction of travel

2.4.7.3. Ingress/egress points for law enforcement

2.4.7.4. Transportation mode:

2.4.7.4.1. Type of vehicle (use CYMBALS)

                        2.4.7.4.2. Car/truck/motorcycle

                        2.4.7.4.3. Armored

                        2.4.7.4.4. Boat

                        2.4.7.4.5. On foot

                        2.4.7.4.6. Others as identified 

2.4.7.5. Description of suspect(s):

2.4.7.5.1. Known (obtain name)

2.4.7.5.2. Number

2.4.7.5.3. Head to toe description:

                                    2.4.7.5.3.1.  Any special clothing or protective vest/armor

                                    2.4.7.5.3.2.  Any remarkable or outstanding physical markings

2.4.7.5.3.3.  Possible bomb (i.e. visible wires, suicide vest, backpack, remote detonator, packages)

                                    2.4.7.5.4. Did he/she say anything (i.e. group affiliation, mental stability)

2.4.7.5.5. Targeting specific groups or individuals (i.e. religion, culture, gender orientation, race)

2.4.7.5.6.  Any other information obtained

2.4.8. Demonstrate the ability to analyze, prioritize, and relay pertinent information regarding hostages, injured and uninjured victims: 

2.4.8.1. Hostages:

2.4.8.1.1. Location (s) (i.e. room number, building name, access points for law enforcement)

                        2.4.8.1.2. Number

                        2.4.8.1.3. Any suspect’s demands

                        2.4.8.1.4. Injuries

2.4.8.2. Injured/casualties:

                        2.4.8.2.1. Location(s)

                        2.4.8.2.2. Number

                        2.4.8.2.3. Types of injuries

                        2.4.8.2.4. Triage

2.4.8.3. Uninjured:

                        2.4.8.3.1. Location(s)

                        2.4.8.3.2. Number

2.4.9. Demonstrate the ability to determine if civilians are secure and safe and if the facility/agency has an active shooter plan:

            2.4.9.1. Escape

            2.4.9.2. Avoid

            2.4.9.3. Deny

            2.4.9.4. Defend

2.4.10. Identify possible contingencies during a system failure:

2.4.10.1. Implementation of MOA/MOU

2.4.10.2. Back-up systems

2.4.10.3. Radios /Cache

2.4.11. Demonstrate an understanding of the analysis and prioritization of the following:

            2.4.11.1. Additional call taking and screening for service

            2.4.11.2. Documentation timely and pertinent/updates computer aided dispatch

            2.4.11.3. Incident Command/Unified Command

2.4.12. Identify how the use of social media impacts today’s shooter and active shooter activities: 

2.4.12.1.  Monitor social media during the event, as applicable

2.4.12.2. Impact on scene control

2.4.12.3. Utilizing social media for distribution of information

2.4.13. Identify the dispatcher’s role and interaction with the Media:

2.4.13.1. Inform individuals to contact the public information officer or the individual serving in that capacity.

2.4.13.2. Types of Media:

2.4.13.2.1.Local  (quick response to scene; priority is community and community healing)

2.4.13.2.2. Major affiliates  (National /international 6-9 hour response to scene;  priority is headlines secondary is victims and community healing)

2.4.13.3. Awareness of surroundings and individuals (i.e. press) when privately discussing incident in public/private locations

2.4.14. Identify emotional impact and the resources available for stress management including Critical Incident Stress Management and services are available within the community:

2.4.14.1. Employee Assistance Program/Human Resources

2.4.14.2  Critical Incident Systems Management Teams

2.4.14.3. Community Services Board (CSB)

2.4.14.4. Others as identified

2.4.15. Identify active shooter incident’s impact on first responders and community:

2.4.15.1. Suicides

2.4.15.2. Alcoholism

2.4.15.3. Abuse

2.4.15.4. Increased use of sick leave

2.4.15.5. Service calls (i.e. suspicious person and welfare checks )

2.4.15.6. Depleted resources (funding, staff, equipment, etc.)

2.4.16. Given a written or practical exercise, identify the characteristics of a law enforcement response:

2.4.16.1. Approach

2.4.16.2. Positioning

2.4.16.3. Situational awareness

2.4.16.4. Breaching awareness

2.4.16.5. Scene control:

                        2.4.16.5.1. Traffic 

2.4.16.5.2. Towing

2.4.16.5.3. Media

2.4.16.5.4. Family reunification

2.4.16.6. Officer safety

2.4.16.7. Force on force

2.4.16.8. Avoidance  (i.e. self-dispatching, solo entry without a plan, armed citizens, improvised explosive devices)

2.4.16.9. Emergency medical services /fire roles, responsibilities and safety:

2.4.16.9.1. High Threat Response Team (i.e. team of law enforcement and fire/ EMS personnel)

2.4.16.9.2. Zones:

                                    2.4.16.9.2.1. Hot

2.4.16.9.2.2. Warm

2.4.16.9.2.3. Cold 

Lesson Plan Guide:  

1.  Identify the primary functions of a dispatcher during an active shooter event(s):

a. Call taking/texting:

1. Recognizing or suspecting an active shooter event

2. Identify accurate location

b. Coaching and/or direction:

1.  Civilian(s)

2.  Armed civilian(s)

3.  Off duty law enforcement

4.  Fire and emergency medical services personnel

c. Gathering information and documentation

d. Dispatching and disseminating information to responding units:

1. Radio control

2. Immediate updates of pertinent information to field units

e. Acknowledging responding units 

f.  Managing responding resources

2. Identify the roles of law enforcement, emergency medical services, and fire service during active shooter event(s):

a.  Law Enforcement:

1. Locating, containing, neutralizing suspect

2. Securing scene

3. Establishing casualty collection point

4. Perimeter management

b.  Emergency Medical Services:

1. Triage

2. Transporting

c. Fire:

1. Scene assessment (i.e. hazmat)

2. Triage

3. Perimeter management

3.  Define active shooter and identify early warning signs of an active shooter event:

a. Early warning signs:

1. Sudden influx of calls

2. Suspicious person calls not involving shots fired

3. Calls for law enforcement and /or fire that seem unrelated but begin to form a pattern around a centralized location/activity

4. Open line calls

5. Hearing gun shots in the background of a call

b. Timelines:

1. Average active shooter event lasts twelve minutes

2. Dispatchers goal should be to put the call out in less than one minute

3. Average response time puts an officer at the scene in three minutes

4. Identify appropriate information and/or guidance to be provided to other law enforcement agencies offering assistance or asking questions during an active shooter event: 

a. Maintain phone line(s) and radio control (i.e. channels and phones lines should be clear to obtain and disseminate pertinent information).

b. Determine what and if information is authorized for release.

c. Direct callers seeking information to public information officer or assigned spokesperson.

5. Identify the potential for secondary or multiple events to be associated with the initial primary active shooting incident(s) and relay the possibility of potential of danger to responding units:

a. Booby trap(s)

b. Multiple shooters

c. Secondary distractions

d.  Drawing in first responders

e. Others as identified

6.  Identify the potential for the use of multiple weapons and other hazards for first responders during an active shooter incident:

a.  Hand gun and/or long gun:

1. Number of firearms

2. Number of shots fired

3. Where

4. When

b. Explosives, bombs, booby traps, or other distraction devices

c. Knives, machetes, hatchets

d. Entry/ exits compromised (e.g. blocked, chained, booby-trapped)

e  Others as identified

7. Given a written or practical exercise, screen calls and relay the description of suspect(s) and suspect’s location: 

a. Known (obtain name)

b. Number

c. Head to toe description:

1. Any special clothing or protective vest/armor

2. Any remarkable or outstanding physical markings

3. Possible bomb (i.e. visible wires, suicide vest, backpack, remote detonator, packages)

d. Did he/she say anything (i.e. group affiliation, mental stability)

e. Targeting specific groups or individuals (i.e. religion, culture, gender orientation, race)

f. Transportation mode/Direction of travel:

1. Type of vehicle (use CYMBALS)

2. Car/truck/motorcycle

3. Armored

4. Boat

5. On foot

g. On premises

h. Off premises/ direction of travel

i. Possible access points for law enforcement

j. Other suspect descriptions or location information obtained.

8.  Given a written or practical exercise, analyze, prioritize, and relay pertinent information regarding hostages, injured and uninjured victims: 

a. Hostage(s):

1. Location(s) (i.e. room number, building name)

2. Number

3. Any suspect’s demands

4. Injuries

b. Injured/casualties:

1. Location(s)

2. Number

3. Types of injuries

c. Uninjured:

1.  Location(s)

2.  Number

9. Demonstrate the process of determining if civilians are secure and safe and if the facility/agency has an active shooter plan:

a. Escape

b. Avoid

c. Deny

d. Defend

10. Identify possible contingencies for system failure:

a. Implementation of MOA/MOU

b. Back-up systems

c. Radios/Cache

11. Demonstrate an understanding  of the analysis and prioritization of the following:

a. Additional call taking and screening for service

b. Documentation timely and pertinent/updates CAD

c. Incident Command/Unified Command

12. Identify the impact of social media on today’s shooter and active shooter activities:

a. Monitor social media during the event, as applicable

b. Impact on scene control

c. Utilizing social media for distribution of information

13. Identify the dispatcher’s role and interaction with the Media:

a. Inform individuals to contact the public information officer or the individual serving in that capacity.

b. Types of Media:

1. Local  (quick response to scene; priority is community and community healing)

2. Major affiliates  (National /international 6-9 hour response to scene;  priority is headlines secondary is community healing)

c. Awareness of surroundings and individuals (i.e. press) when privately discussing incident in public/private locations

14. Identify emotional impact and the resources available for stress management including   Critical Incident Stress Management and services are available within the community:

a. Employee Assistance Program/Human Resources

b. Critical Incident Systems Management Teams

c. Community Services Board

d. Others as identified

15. Identify active shooter incident’s  impact on the community’s first responders:

a. Increases suicides

b. Increase alcoholism

c. Increased use of sick leave

d.  ncreases suspicious person and welfare check calls

e. Depleted resources (funding, staff, equipment, etc.)

16. Given a written or practical exercise, identify the characteristics of a law enforcement response:

a. Approach

b. Positioning

c. Situational awareness

d.  Breaching awareness

e.  Scene control:

1. Traffic 

2. Towing

3. Media

4. Family reunification

f.  Officer safety

g. Force on force

h. Avoidance (i.e. self-dispatching, solo entry without a plan, armed citizens, improvised explosive devices)

i.  Emergency medical services /fire roles, responsibilities and safety:

1. High Threat Response Team (i.e. team of law enforcement and fire/ EMS personnel)

2. Zones:

a. Hot

b. Warm

c.  Cold