LANCASTER STATION
UNIT ORDER # 23
TELEPHONE PROCEDURES
Lancaster station personnel shall handle all telephone contacts in an efficient and professional manner. For many citizens, their only contact with law enforcement will be over the telephone. Establishing and maintaining good public relations and fostering a professional image is the responsibility of all department personnel. The manner in which a caller is handled will have a direct effect on how the individual perceives us and how we do our job.
Incoming Calls:
All incoming calls shall be answered promptly and professionally. Personnel shall be courteous in their demeanor at all times. Personnel shall properly identify themselves and the unit being called. Ideally, the following three phases will be used when answering the station telephone:
1. Lancaster Sheriff’s Station
2. Your Rank and Name, (LET personnel shall refer to themselves as “Officer”).
3. “May I help you?”
It is well understood under certain circumstances, personnel may not be in the position to parrot each word of the greeting in the exact order and terminology. The above referenced greeting is to be considered a guideline for phone-answering demeanor. The most important factor to remember is personnel interacting with the public over the phone shall always be professional and courteous. There is absolutely no excuse for being rude or abrupt when dealing with the public.
Emergency Calls:
Emergency calls shall take priority over all other calls. Although most emergency calls are routed via the 911 system, some emergency calls for service are still received via our regular business line. Routine calls shall be placed on hold until each new incoming call is answered to determine if the incoming calls are of an emergent nature. Emergency calls received over the regular business lines SHALL NOT be transferred.
If another agency has jurisdiction where the emergency is taking pace, personnel shall obtain all necessary information and advise the caller the appropriate agency will be notified. Emergency calls received via the 911 system may be transferred to the appropriate agency by depressing the appropriate transfer button on the transfer console, or by manually transferring the call in the manner described in the “Public Safety Answering Point” user guide. When an emergency call is received via the 911 system which involves a traffic accident, personnel will notify the fire department. The fire department shall be advised if we are dispatching a unit to the scene. Any question regarding agency jurisdiction over an emergency call shall be resolved by dispatching a field unit to the scene.
Outgoing Calls:
County telephones shall be used for county business only. Absent an emergent situation and/or authorization from a supervisor holding the rank of sergeant or above. Personnel making outgoing business calls shall use the SETS or other tie lines whenever possible. Personnel shall plan all calls before placing them in order to avoid unnecessary phone expenses. Once the individual or unit has been contacted, personnel shall properly identify themselves and state the reason for the call.
Toll and/or Long Distance Calls:
Normally, personnel holding the rank of captain or above are authorized to make any toll or long distance call they determine to be necessary. Personnel holding the rank of lieutenant are authorized to make calls anywhere within the State of California. Deputy and sergeant personnel are authorized to make calls anywhere within the contiguous counties of Orange, San Bernardino, Riverside, Ventura, and Kern. Other department members are authorized to make toll calls only to other sheriff’s facilities and other government agencies within Los Angeles County.