5-1 TELEPHONE DEMEANOR AND PROCEDURES

HOMICIDE BUREAU

DETECTIVE DIVISION

BUREAU ORDERS

Bureau Order Number:   5-1

Subject:  TELEPHONE DEMEANOR AND PROCEDURES

All Bureau personnel receiving incoming telephone calls, whether the call originates externally or internally, shall:

• Give proper identification when answering the telephone.  Unit and your title and name shall be given; i.e. “Homicide Bureau, Detective Jones.  May I help you?”
• Handle the call yourself, when possible, unless the caller asks to speak to a specific person.
• When necessary to refer the caller to another Unit, explain the reason and provide the caller with the number.
• Use message forms when taking messages.  Write complete messages, include your name as the writer.
• If the message is urgent, every effort should be made to contact the investigator or Team Lieutenant via County cell phone.
• Return calls as soon as possible.
• All conversations shall be polite and professional, without exception.