600-1 Response Management

Question 1

Assist Event

Answer 1

Any EVENT for which
emergency assistance is requested by or
for any police or fire department personnel

Question 2

Call Code

Answer 2

A CODE that represents the type

of event, offense, or incident for which a call for service or on-view activity is being entered

Question 3

Call for Service or Event

Answer 3

A RECORD of a
caller’s request for police service or an
event on-viewed by an officer that is entered
into the Computer Aided Dispatch
(CAD) system. Also referred to as a call.

Question 4

Call Taker

Answer 4

An employee of the Houston
Emergency Center (HEC) designated to enter calls for service into the CAD system as they are received from the public.

Question 5

Call Type

Answer 5

The type of event, offense, or
incident represented by a call code. Also
event type.

Question 6

Computer Aided Dispatch (CAD)

Answer 6

The Computer Aided Dispatch (CAD) also known as Altaris CAD, consists of the software and hardware that facilitates the MANAGEMENT of calls for service and unit activity, among other functions.

Question 7

Crisis Intervention Trained (CIT) Officer

Answer 7

An officer who has successfully completed
the Texas Commission on law Enforcement
(TCOlE) 40-hour Mental Health
Peace Officer/CIT course.

Question 8

Houston Emergency Center

Answer 8

responsible
for processing all inbound 9-1-1 emergency
and non-emergency telephone calls for service
from the public. Police and fire personnel
work there and are responsible for
dispatching all police and fire department
calls received.

Question 9

Mobile Computing Device (MCD)

Answer 9

Formerly known as mobile data terminal, an MCD consists of the software and hardware that facilitates COMMUNICATIONS of data between field personnel and stationary users or sources including, but not limited to, the CAD system, the department’s records management system and Intranet Portal, the Internet, and various federal, state, and local databases
approved for law enforcement use.

Question 10

Mobility Response Team (MRT)

Answer 10

Uniformed
civilians who are trained and
equipped to perform traffic control duties.

Question 11

Past Queue

Answer 11

Refers to a call that has been
held beyond the queue standard for that
call’s priority response code (PRC).

Question 12

Patrol Desk Unit (PDU)

Answer 12

A unit in the
Emergency Communications Division
(ECD), staffed by police officers who have
the authority to handle certain citizen calls
for service from within the HEC facility.

Question 13

Priority Response Code (PRC)

Answer 13

A code
(i.e., "E" or one through nine) given to police calls for service that reflects the urgency and determines the manner of response based upon a specific set of standards.Typically, the first number of a call code designates the priority. See the chart in section 1 of this General Order.

Question 14

Queue

Answer 14

The maximum time allowed
for a call for service to be held in
queue before being dispatched.

Question 15

Response Time

Answer 15

The elapsed time from
when a call for service or event is received
by the dispatcher to the time the first officer arrives at the scene.

Question 16

Teleserve

Answer 16

A unit in the Emergency Communications
Division authorized to handle
certain calls for service or events via telephone or computer.

Question 17

Travel Goal

Answer 17

The target responding time
for officers once they have received the
call. This is sometimes referred to as “drive
time.” Officers are to strive to obtain this
goal even though the travel goal is not
mandatory. Officers should be prepared to
explain their inability to achieve these
goals. 1 CALL

Question 18

Dispatch Authority

Answer 18

speaks with the authority of the Chief of Police

officers shall respond promptly and carry out assignments courteously and promptly

Question 19

When can field supervisors and ECD make re-assignment of calls?

Answer 19

with due consideration of all relevant info to better carry out the police mission

Question 20

How should officers drive when responding to priority calls for service or event?

Answer 20

Officers shall drive with due regard
for the safety of themselves, fellow officers,
and citizens.

Question 21

E (Emergency)

Answer 21

Assist the officer or firefighter or pursuit

Queue Standard-Immediate

Travel Goal: One minute

Patrol Response: Emergency lights and siren

Question 22

Code 1

Answer 22

Life threatening in progress

Queue Standard- 1 minute

Travel Goal: Five minutes

Patrol Response: Emergency lights and siren

Question 23

Code 2

Answer 23

Life threatening just occurred; property crime in progress; response to the scene is urgent

Queue Standard- 5 minutes

Question 24

Code 3

Answer 24

Life threatening delayed report; property crime just occurred; no known emergency exists, but which should be handled expeditiously because of the potential for the situation to escalate or the potential for criminal activity to occur

Queue Standard - 18 minutes

Travel Goal: Five minutes

Patrol Response: No emergency lights or
siren shall be used unless the officer has
additional information justifying the use of
emergency equipment. Officers responding
to priority three calls for service shall obey
all traffic laws.

Question 25

Code 4

Answer 25

Serious criminal incidents delayed reports; non-emergency police response calls;

Priority four calls also include
incidents such as minor crashes and other
incidents when the reporting of the necessary information is required in an expeditious manner.

Queue Standard - 23 minutes

Travel Goal: Five minutes

Patrol Response: No emergency lights or
siren shall be used unless the officer has
additional information justifying the use of
emergency equipment. Officers responding
to priority four calls for service shall obey all
traffic laws.

Question 26

Code 5

Answer 26

Minor property crime; municipal offense; check by to confirm service request; possible referrals; are eligible to be handled by the Mobility Response Team (MRT).

Queue Standard - 30 minutes

Travel Goal: Five minutes

Patrol Response: No emergency lights or
siren shall be used unless the officer has
additional information justifying the use of
emergency equipment. Officers responding
to priority five calls for service shall obey all
traffic laws.

Question 27

Code 6

Answer 27

Service requests handled by PDU personnel

Queue Standard -35 minutes

Travel Goal: There is no drive time and
calls shall be handled immediately upon
receipt.

Question 28

Code 7

Answer 28

Teleserve eligible calls;

calls requiring a field response

• computers are down or Teleserve queue is full
• during the course of taking a report a Teleserve employee finds that a field response is required

Queue Standard- 40 minutes

Travel Goal: Determined by the new response
priority code assigned.

Patrol Response: There is no patrol response
to a priority seven. If a Teleserve
employee puts the call back in dispatch
queue, the dispatcher shall determine the
proper response priority. The use of emergencyequipment shall be determined by the new response priority code assigned

Question 29

Code 8

Answer 29

Self initiated police action

Queue Standard - None

Travel Goal: Immediate

Question 30

Code 9

Answer 30

Used to a citizen was referred to some other entity

Queue Standard - None

Travel Goal: As time permits

Question 31

What is a standard response to priority “E” calls for service?

Answer 31

is by uniformed officers in marked
vehicles with the use of emergency lights
and a siren and who remain at this response level until a supervisor, a unit, or
dispatcher advises the situation is under
control.

Question 32

What is non-standard response to priority “E” calls for service?

Answer 32

includes officers who may be near a priority “E” call while in plainclothes and/or unmarked vehicles (e.g., investigators, Divisional Tactical Unit [DTU] officers) and who,when responding to the call, shall respond as quickly as they can safely do so.

Question 33

What is a standard response to priority “ONE” calls for service?

Answer 33

A standard response to priority one calls for service is by uniformed officers in marked vehicles with the use of emergency lights and a siren.

Question 34

What is a standard response to priority “TWO” calls for service?

Answer 34

Standard response to priority two calls for
service is without emergency equipment. However, if the situation clearly warrants the use of emergency equipment, the officer has the option to use that mode, but that decision must be immediately communicated verbally to the dispatcher.

Question 35

What is a standard response to priority “THREE” calls for service?

Answer 35

No emergency lights or siren shall be used unless the officer has additional information justifying the use of emergency equipment. Officers responding to priority three calls for service shall obey all traffic laws.

Question 36

What is a standard response to priority “FOUR” calls for service?

Answer 36

No emergency lights or siren shall be used unless the officer has additional information justifying the use of emergency equipment. Officers responding to priority four calls for service shall obey all traffic laws.

Question 37

What is a standard response to priority “FIVE” calls for service?

Answer 37

No emergency lights or siren shall be used unless the officer has additional information justifying the use of emergency equipment. Officers responding to priority five calls for service shall obey all traffic laws.

Question 38

Assignment of Calls

Answer 38

shall be made according to the appropriate priority. Assignments of high priority calls shall be made before assignments of lower priority calls. Units may be preempted from lower priority calls to respond to higher priority calls. Unless proper justification exists,

Question 39

Can Officers volunteer to accept lower priority calls?

Answer 39

No, Officers shall NOT volunteer to accept lower priority calls via the radio or MCD when higher priority calls remain in queue unless a clear and defensible reason is provided (i.e. proximity to call is so close it necessitates they take the lower priority call first)

Question 40

How should officers drive when responding to “E”, one, or two calls with the use of emergency equipment”

Answer 40

Officers shall drive with due regard for the safety of themselves, fellow officers, and citizens. Units are to travel directly to the scene and not stop any traffic violators or other persons for minor offenses

Question 41

For a priority “E,” one, or two call for service, supervisors shall perform the what responsibilities?

Answer 41

RECEIVE ASSIGNMENTS to check for victims, preserve
and identify evidence, and hold the scene until a field officer arrives at the scene.

ENSURE PROPER RESPONSE is made by the appropriate number of unit

DECIDE whether to recommend the dispatcher modify

ENSURE DISPATCHER has been properly notified as soon as the situation has been adequately controlled and no additional units are required.

ENSURE UNITS not needed at the scene are immediately returned to service.

Question 42

A priority three, four, or five call for service requires which kind of response?

Answer 42

Requires a directed response, which means the officer must proceed to the call without unnecessary delay.

Question 43

What must an officer do if while responding to a priority three, four, or five, the officer on-views a situation more serious than the call assignment?

Answer 43

Must immediately inform the dispatcher of his location and activity. Once the immediate situation has been handled, the officer must proceed directly to the originally assigned priority three, four, or five call unless the dispatcher has already reassigned the call.

IF the on-viewed situation is one in which the officer cannot proceed to the assigned call in a timely manner, the officer must inform his supervisor of the situation causing the extended delay.

Question 44

If while en route to a priority three, four, or five call for service, an officer on-views an incident that will cause an extended delay in responding to the original call. The supervisor shall exercise which options?

Answer 44

ADVISE officer to disregard original call and handle the on-viewed situation

APPROVE an extended delay in response, handle the on-viewed situation, and then proceed to the original call for service.

Question 45

When officers on scenes request additional units or when there are more than two units dispatched to a scene…

Answer 45

A field supervisor shall also be dispatched to the scene along with the additional units, regardless of the priority of the call.

Question 46

Who is responsible for ensuring the roster is entered timely and accurately?

Answer 46

Division commanders are responsible for ensuring that roster information is entered timely and accurately.