NEW ALBANY POLICE DEPARTMENT - New Albany, Ohio

NEW ALBANY POLICE DEPARTMENT
Directive 15.1 – 911 Protocol
15.1.1 24 Hour Emergency Phone Service
The New Albany Police Department utilizes enhanced Phase II 911. This system is designed to
handle several emergency calls simultaneously. It automatically provides information on the
location and the telephone number from which the call is being made and routes the call to
emergency service providers that serve the location from which the call is made. Cellular 911
calls are routed to local designator agencies and then transferred to the appropriate jurisdiction.
Calls of an emergency nature, calls dealing with the health and welfare of persons and/or their
property and death notifications will be logged by the dispatcher(s) and relayed as soon as
possible to on-duty officers/supervisors.
15.1.2 Victim/Witness Assistance Information
A. Dispatchers receiving victim/witness calls for information or services will determine
whether an emergency or non-emergency response is required.
Dispatchers will use information provided by the caller and the guidelines herein to
determine the appropriate response.
If the Dispatcher has any doubt about the seriousness of the situation or is unsure
about whether or not a police response is warranted, information shall be referred to
the on duty supervisor as soon as possible.
Dispatchers should elicit as much information as possible to enhance the safety of
the officer and assist in anticipating conditions to be encountered at the scene.
If at all possible, dispatchers should remain in contact (i.e. – putting the caller on
hold) with the caller until the initial information has been relayed to the officer(s) to
determine if the officer(s) wishes to obtain additional information and to ensure that
vital information is not overlooked.
B. Dispatchers responding to victim/witness calls for information or services will inform the
victim/witness of the agency’s response, including direct law enforcement service and/or
referral to other agencies. Dispatchers will notify the victim/witness if an officer will be
responding to his/her call and will attempt to notify him/her of an estimated time of arrival.
C. Life threatening calls for service outside of New Albany’s jurisdiction shall be immediately
forwarded to the appropriate law enforcement agency and the on duty supervisor shall be
notified. Non-threatening calls for service outside of New Albany’s jurisdiction will be
forwarded to the appropriate law enforcement agency or the contact information for the
agency shall be provided to the caller by the on duty dispatcher.
15.1.3 Officer Response to 911 Hang-up Call
Dispatchers will attempt a call back to the location identified in the hang-up call at least three (3)
times to determine if there is an emergency.
A. If the dispatcher receives no response on the call back, the dispatcher shall dispatch at
least one police cruiser to the location identified in the 911 call. If the dispatcher speaks
to an individual during the call back and the individual claims there is no emergency, at
least one cruiser shall be dispatched to the address to verify the individual’s claim.
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