25-030 Requests for Service

Requests for Service by Notification In-Field: 

When a member in the field is contacted and asked for police services or is informed of the need for police services at another location and the call is of an emergency nature (in progress, just occurred with the chance of arrest, threat to life and/or property, etc.), the member shall:

1. Handle the call personally, if "l0-8," notifying the Department of Emergency Management (DEM) of the particulars and whether additional resources are necessary.
2. If not "10-8", immediately notify DEM over the radio of the particulars including location, name, and contact number, if available. If possible, remain with the reporting party until another police unit arrives on scene. If unable to remain on scene, have the reporting party call 911.
3. If outside of your district (e.g. returning to district from County Jail, PHQ, etc.), broadcast the crime, assist with the preliminary investigation, and remain on scene until a district unit arrives. 

When the call is of a non-emergency nature (cold crime, no threat to life or property, no chance of arrest or loss of evidence, etc.), the member shall, if available (not on another call which is a higher priority), handle the request/report. Coordinate with units in the district of occurrence if investigative steps are needed.

Requests for service by telephone, social media outlet, or in person at District Stations:

When a member is contacted by telephone, social media outlet, or in person at the station and is asked to provide police service, the member shall:

1. If contacted by telephone at the District Station and the call is of an emergency nature as defined above, the member shall remain on the line, collect the caller’s information, and immediately transfer the caller to DEM/911. Advise the caller if they get disconnected during the transfer to hang up and immediately dial 911. In addition, broadcast the type of emergency and location (ensuring a police response).
2. If contacted in person at the District Station and the call is of an emergency nature as defined above, broadcast the type of emergency and location (ensuring a police response).
3. If the call is of a non-emergency nature as defined above, broadcast the particulars over the air for information if appropriate, and transfer the caller to the non-emergency line (415) 553-0123 if the call cannot be handled at the station. Provide the reporting party with the non-emergency telephone number in case the transfer is unsuccessful.  
4. If a station social media officer or member in their official capacity is contacted via direct message or by a post reporting a crime, the member shall respond by directing the person to official channels of reporting (in person walk-in at station, on-line reporting, non-emergency police line).  

DEM will make an assessment of the call and other waiting calls for service and dispatch it based on its urgency, priority, and in accordance with the established dispatch protocols.

Requests for Services at Hospitals: 

When DEM receives a call from a hospital or medical facility, DEM will determine the location of occurrence and assign the call to the district or agency (e.g., UC campuses, Sheriff’s jurisdictions) in which the incident occurred. Any requests to redirect hospital calls should be made through the member's supervisor.

Report Taking Policy and Counter Reports:

Members assigned to the district in which a call is received or on-viewed, shall take full responsibility for the initial investigation and report. 

Members and Police Service Aides (PSAs) shall not refer reportees back to the district where the incident occurred. 

Members may request assistance in locating and processing a crime scene, canvassing for cameras, or other investigative procedures, from members assigned to the district of occurrence.

When a PSA is required to call a unit from the field to the station to prepare a report and conduct a preliminary investigation, the PSA shall notify a Sergeant of the pending call. Inform the reportee of the reason for the delay in reporting.

There are instances where DEM may refer callers to District Stations to make reports in an effort to reduce the volume of calls for service. When this occurs, members shall prepare reports as required. 

Exceptions:

No policy can anticipate every situation. Supervisors may approve case by case exceptions to this policy.

/s/
WILLIAM SCOTT 
Chief of Police

Per DN 23-152, all sworn & non-sworn members shall electronically acknowledge this Department document in PowerDMS within (30) thirty calendar days of issuance. Members whose duties are relevant to this document shall be held responsible for compliance. Any questions regarding this policy should be sent to [email protected] who will provide additional information.