GENERAL ORDERS POLICE DEPARTMENT
SUBJECT: SUPPORT SERVICES
TITLE: COMMUNICATIONS
EFFECTIVE DATE: AUGUST 31, 2025
REVISION DATE:
ACCREDITATION: ALABAMA ASSOCIATION OF CHIEFS OF POLICE (AACOP)
APPROVAL: CHIEF
GENERAL ORDERS POLICE DEPARTMENT
SUBJECT: SUPPORT SERVICES
TITLE: COMMUNICATIONS
EFFECTIVE DATE: AUGUST 31, 2025
REVISION DATE:
ACCREDITATION: ALABAMA ASSOCIATION OF CHIEFS OF POLICE (AACOP)
APPROVAL: CHIEF
COMMUNICATIONS
801.1 PURPOSE AND SCOPE
This policy establishes guidelines for the basic functions of Communications. It addresses the immediate information needs of the Department in the course of its normal daily activities and during emergencies.
801.2 POLICY
It is the policy of the Police Department to provide 24-hour telephone service to the public, including Clay County 911, for information and for routine or emergency assistance. The Department provides two-way radio capability for continuous communication between Communications and department members in the field.
801.3 COMMUNICATIONS SECURITY
The communications function is vital and central to all emergency service operations. The safety and security of Communications, its members and its equipment must be a high priority. Special security procedures should be established in a separate operations manual for Communications.
Access to Communications shall be limited to Communications members, the Watch Commander, command staff and department members with a specific business-related purpose.
801.4 RESPONSIBILITIES
801.4.1 COMMUNICATIONS SUPERVISOR
The Chief of Police shall appoint and delegate certain responsibilities to a Communications Supervisor. The Communications Supervisor is directly responsible to the authorized designee.
The responsibilities of the Communications Supervisor include, but are not limited to:
(a) Overseeing the efficient and effective operation of Communications in coordination with other supervisors.
(b) Scheduling and maintaining communications officer time records to ensure coverage for a 24/7 operation.
(c) Supervising, training, and evaluating communications officer, to include maintaining personnel complaints, within the Communications Division.
(d) Ensuring the radio system is operational.
Recordings shall be maintained in accordance with the established records retention schedule and as required by law.
(e) Processing requests for copies of Communications information for release.
(f) Maintaining Communications database systems.
(g) Maintaining and updating Communications procedures manual, and ensuring compliance with established policies and procedures.
(h) Handling internal and external inquiries regarding services provided and accepting personnel complaints in accordance with the Personnel Complaints Policy.
(i) Maintaining a current contact list of City personnel to be notified in the event of a utility service emergency.
801.4.2 COMMUNICATION OFFICERS
Communications officers report to the Communications Supervisor. The responsibilities of the communications officer include, but are not limited to:
(a) Receiving and handling all incoming and transmitted communications, including:
Emergency 9-1-1 lines, which include Clay County 911.
Business telephone lines.
Radio communications with department members in the field and support resources (e.g., fire department, emergency medical services (EMS), allied agency law enforcement units).
Other electronic sources of information (e.g., text messages, digital photographs, video).
(b) Documenting the field activities of department members and support resources (e.g., fire department, EMS, allied agency law enforcement units).
(c) Inquiry and entry of information through Communications, department, and other law enforcement database systems (e.g., Alabama Criminal Justice Information Center, the Alabama Law Enforcement Agency, Alabama Department of Transportation (ALDOT), NCIC).
(d) Monthly validation of NCIC Records.
(e) Monitoring department video surveillance systems.
(f) Maintaining the current status of members in the field, their locations, and the nature of calls for service.
(g) Notifying the Watch Commander or field supervisor of emergency activity, including, but not limited to:
Vehicle pursuits.
Foot pursuits.
Assignment of emergency response.
(h) Responsible for watching inmate activity in hours the Corrections Officer(s) is/are off duty.
(i) Maintain inmate medical log and distribute medicine as prescribed when the Corrections Officer(s) is/are off duty.
(j) Upkeep all NCIC files and ensure they are correct and up to date.
801.5 CALL HANDLING
This department provides members of the public with access to the 9-1-1 system for a single emergency telephone number.
When a call for services is received, the communications officer will reasonably and quickly attempt to determine whether the call is an emergency or non-emergency, and shall quickly ascertain the call type, location, and priority by asking four key questions:
Where?
What?
When?
Who?
Communications officers should be courteous, patient, and respectful when dealing with the public.
801.5.1 EMERGENCY CALLS
A call is considered an emergency when there is an immediate or potential threat to life or serious property damage, and the timely arrival of public safety assistance is of the utmost importance. A person reporting an emergency should not be placed on hold until the communications officer has obtained all necessary information to ensure the safety of the responding department members and affected individuals.
Emergency calls should be dispatched immediately. The Watch Commander shall be notified of pending emergency calls for service when department members are unavailable for dispatch.
801.5.2 NON-EMERGENCY CALLS
A call is considered a non-emergency call when there is no immediate or potential threat to life or property. A person reporting a non-emergency may be placed on hold, if necessary, to allow the communications officer to handle a higher priority or emergency call.
The reporting person should be advised if there will be a delay in the communications officer returning to the telephone line or when there will be a delay in the response for service.
801.6 RADIO COMMUNICATIONS
The police radio system is for official use only, to be used by communications officer to communicate with department members in the field. All transmissions shall be professional and made in a calm, businesslike manner, using proper language and correct procedures. Such transmissions shall include, but are not limited to:
(a) Members acknowledging the communications officer with their radio identification call signs and current location.
(b) Communications officers acknowledging and responding promptly to all radio transmissions.
(c) Members keeping the communications officer advised of their status and location.
(d) Member and communications officer acknowledgments shall be concise and without further comment unless additional information is needed.
(e) All NCIC Requests will be relayed through radio transmission only unless a department's radio transmission prohibits it.
(f) Requests can come from members in booking via phone, however, shall never be made via a communications officer's personal phone. Non-compliance with this shall result in both parties' discipline.
The Communications Supervisor shall be notified of radio procedure violations or other causes for complaint. All complaints and violations will be investigated and reported to the complainant's supervisor and processed through the chain of command.
801.6.1 FEDERAL COMMUNICATIONS COMMISSION COMPLIANCE
The Police Department radio operations shall be conducted in accordance with Federal Communications Commission procedures and requirements.
801.6.2 RADIO IDENTIFICATION
Radio call signs are assigned to department members based on factors such as duty assignment, uniformed patrol assignment and/or member identification number. Communications officers shall identify themselves on the radio with the appropriate station name or number, and identify the department member by his/her call sign. Members should use their call signs when initiating communication with the communications officer. The use of the call sign allows for a brief pause so that the communications officer can acknowledge the appropriate department member. Members initiating communication with other law enforcement or support agencies shall use their entire radio call sign, which includes the department station name or number.
801.7 DOCUMENTATION
It shall be the responsibility of Communications to document all relevant information on calls for service or self-initiated activity. Communications officers shall attempt to elicit, document, and relay the most essential information of the call to ensure Officer safety and assist in anticipating conditions that may be encountered at the scene. Desirable information would include, at a minimum:
Incident control number.
Date and time of the request.
Name and address of the reporting person, if possible.
Type of incident reported.
Involvement of weapons, drugs, and/or alcohol.
Location of the incident reported.
Identification of members assigned as primary and backup.
Time of dispatch.
Time of the responding member's arrival.
Time of member's return to service.
Disposition or status of the reported incident.
801.8 CONFIDENTIALITY
Information that becomes available through Communications may be confidential or sensitive in nature. All members of Communications shall treat information that becomes known to them as confidential and release that information in accordance with the Protected Information Policy.
Automated data, such as ALDOT records, warrants, criminal history information, records of internal police files or medical information, shall only be made available to authorized law enforcement personnel. Prior to transmitting confidential information via the radio, an admonishment shall be made that confidential information is about to be broadcast.
These policies and operating procedures are not designed to cover every possible scenario or situation in society, but rather to define standard operating procedures for members of the Police Department. These guidelines are subject to past, present and future judicial review. These guidelines can be amended and or repealed by the Chief of Police as necessary. The policies and procedures herein provided supersede all previous policies and orders.