UNC Police: General Order 11-13R3 - Communications Access to Resource Information

TItle

UNC Police: General Order 11-13R3 - Communications Access to Resource Information

Document Information

Purpose

This General Order (G.O.) establishes procedures for procuring necessary services external to the University of North Carolina at Chapel Hill (UNC-CH) Police Department and UNC-CH Police Department personnel contact information.

Policy

The communications section establishes and maintains procedures for procuring external services deemed necessary for the health, safety, and wellbeing of the University community.

Units Affected

UNC-CH Police Department Sworn and Non-Sworn Personnel.

References/Forms

• National Emergency Number Association, Inc., NENA Standard for 9-1-1 Call Processing, April 16, 2020
• UNC-CH Police Department Computer-aided Dispatch System Incident Report
• UNC-CH Police Department Record Management System

Definitions and Descriptions

CAD: Computer-aided Dispatch System

DCI: Division of Criminal Information

EHS: UNC-CH Environment, Health and Safety

OPS: Operations

Orange County Communications: Multiple agencies and services are dispatched from this communication center. These agencies include: Chapel Hill Police Department, Carrboro Police Department, Carrboro Fire Department, Orange County Sheriff’s Office, Chapel Hill Fire Department, Orange County Medial Services, South Orange Rescue, etc.

PSAP: Public Safety Answering Point

University: University of North Carolina at Chapel Hill

Warm Transfer: UNC-CH telecommunicator transfers a caller to another PSAP. The UNC-CH telecommunicator tells the caller to stay on the line while the call is being transferred. UNC-CH telecommunicator initiates the call transfer and announces the call to the PSAP transfer telecommunicator.

Procedures

I. Fire and Medical Services

Any fire and medical services needs must be requested by contacting Orange County Communications. This contact is made using the emergency line currently maintained in the UNC-CH Police Department Communications Center.

In the event, the phone service cannot be used, an on-duty telecommunicator uses either the Division of Criminal Information (DCI) computer system by sending an electronic message to the communications center or an on-duty telecommunicator can use one of the Orange County OPS 1-9 radio frequencies available to both UNC-CH Police Department Communications Center and Orange County Communications.

A. Fire Services

1. The UNC-CH Police Department utilizes fire services from the Town of Chapel Hill Fire Department along with the UNC-CH Fire Marshall Office. The UNC-CH Fire Marshall communicates directly with UNC-CH Police Department Communications via police dispatch (PD) radio channel and with the Town of Chapel Hill Fire Department on the assigned OPS channel. UNC-CH Police Department communications can also communicate with the UNC-CH Fire Marshall via cell phone when needed.
   1. When the UNC-CH Police Department Communications Center receives a call requesting fire services, the on-duty UNC-CH Police Department telecommunicator determines that the incoming call requires fire service. The on-duty UNC-CH Police Department telecommunicator must immediately transfer this call to Orange County Communications.
   2. Once Orange County Communications answers the line, the on-duty UNC-CH Police Department telecommunicator must conduct a “warm transfer”, announcing the call type and address of the emergency and tells the caller to go ahead and speak to Orange County Communications. Once the UNC-CH telecommunicator determines that call has been transferred successfully when hearing both Orange County Communications and the caller conversing, the telecommunicator may release the call.
   3. The UNC-CH Police Department on-duty telecommunicator must dispatch the call to UNC-CH Police officer and must also generate a report Computer-aided Dispatch System (CAD) report with applicable nature.

B. Medical Services

The UNC-CH Police Department does NOT authorize first-aid instruction over the telephone or radio. The UNC-CH Police Department utilizes emergency management services (EMS) from Chapel Hill Fire Department, Orange County Emergency Services, and South Orange Rescue.

1. When a call is received requesting EMS services or the UNC-CH Police Department on-duty telecommunicator determines that the incoming call requires EMS service, the call is immediately transferred to Orange County Communications.
2. Once Orange County Communications Center answers the line, the on-duty UNC-CH telecommunicator must conduct a “warm transfer”, announcing, the call type and address of the emergency and tell the caller to go ahead and speak to Orange County Communications. Once the UNC-CH telecommunicator determines the call has been transferred successfully when hearing both Orange County Communications telecommunicator and the caller conversing, the telecommunicator may release the call.
3. The call is dispatched to a UNC-CH Police officer and a CAD report labeled “EMS Assist” is generated.

II. University and Affiliated Services

A. UNC-CH Environment, Health and Safety (EHS)

Any services requiring the contact of the UNC-CH EHS deal with radiation hazards, biological hazards, chemical hazards, fire hazards, etc. must be requested as follows:

1. Business hours: The UNC-CH Police Department on-duty telecommunicator must call the UNC-CH EHS using the speed-dialing function programmed for that agency on the UNC-CH Police Communications Center console.
2. Non-business hours: The on-duty telecommunicator must refer to the UNC-CH EHS call back procedures, as supplied by that office, and maintained electronically in the UNC-CH Police Department Communications Center.

B. UNC Hospital Police and Communications

1. Services needed from UNC Hospital Police are requested by a UNC-CH Police Department on-duty telecommunicator contacting UNC Hospital Police Communications directly via the emergency phone line.

C. Other UNC-CH Services

Other UNC-CH services that are contacted by an UNC-CH Police Department on-duty telecommunicator on an as-needed bases include, but are not limited to, the following:

1. University Services
   1. Fire alarms and sprinkles;
   2. Pest Control;
   3. Grounds Services;
   4. Housekeeping Services;
   5. Energy Services;
   6. Housing Services;
   7. Elevator Technician;
   8. UNC-CH IT Control Center
   9. UNC-CH University Communications; and
   10. UNC-CH Emergency Management and Planning.

III. Outside Entity Resources

1. The following services are contacted by an UNC-CH Police Department on-duty telecommunicator on an as-needed basis:
   1. Elevator Companies (on contract with UNC-CH);
   2. Orange Water and Sewer Authority (OWASA);
   3. Duke Energy Company;
   4. CLAWS, Inc.;
   5. Chapel Hill Transit; and
   6. Orange County Animal Control.

IV. UNC-CH Police Department Personnel Emergency Contact Information

1. UNC-CH Police Department personnel must complete a UNC-CH Police Department Emergency Contact form on an annual basis. UNC-CH Police Department personnel are responsible for making sure that the correct information is provided to the UNC-CH Police Department communications center anytime that their contact information changes.
   1. Emergency contact information is also verified when an employee receives their annual evaluation.