OO 03-03 Tele Serv

Question 1

The purpose of this order is to describe the functions of the Tele-Serv Unit. This order applies to all personnel assigned to Tele-Serv. The Tele-Serv Unit was established to provide a service to the ______ and to the ____.

Answer 1

agency

public

Question 2

The Tele-Serv Unit reviews all ____________________ and writes police reports on minor incidents over the telephone in order to relieve sector officers for more serious calls and investigations.

Answer 2

Citizen Online Reporting System submissions

Question 3

______ assigned to Tele-Serv shall be courteous in all their dealings with citizens.

Answer 3

Officers

Question 4

Reports must be ______ correct and factually accurate.

Answer 4

grammatically

Question 5

Tele-Serv personnel shall have a thorough knowledge of the Sheriff’s Office specific _____ and _______ of the Tele-Serv function.

Answer 5

policies and procedures

Question 6

The list of calls to be handled by the Tele-Serv Unit is explained in Article II.C., of this order. The following are exceptions to that list and will be dispatched to patrol officers when:

Answer 6

1. The suspect is present or an immediate apprehension can be made;

2. There is physical evidence to be collected;

3. There is a communication problem where the Tele-Serv officer cannot determine what has occurred; or

4. The Tele-Serv Sergeant deems it necessary.

Question 7

Tele-Serv officers will handle information calls from the ____.

Answer 7

public

Question 8

During the established hours of the Tele-Serv Unit (0730 - 2300), _______ will transfer calls to Tele-Serv when they are unable to assist the general public with their questions.

Answer 8

security guards

Question 9

Specific calls to be handled by Tele-Serv are as follows:

Answer 9

1. Missing Persons

2. Theft

3. Auto Theft

4. Criminal Mischief

5. Burglary

6. Property Check

7. Fraud Investigation

8. Follow-up

9. Con Game / Flim Flam

10. False Personation

11. Obscene/Lewd Telephone Calls

12. Threatening Phone Calls

13. Damaged Property

14. Lost Property

15. Information

16. Misdemeanor Stalking

17. Misdemeanor Assault

18. Robbery to Individual

19. Hit and Run Vehicle Crashes

20. Calls for Service (Civil)

21. Identity Theft

Question 10

Missing Persons – Tele-Serv officers will write all missing persons reports from dependency shelters unless:

Answer 10

1. Foul play is suspected;
2. The victim has a serious medical or mental problem/condition; or
3. The victim is 11 years old or younger.

Question 11

Tele-Serv officers will notify National Crime Information Center (NCIC) by phone to verify:

Answer 11

a. If any missing person(s) were subjects of foul play when writing Supplemental Reports of returned missing persons; and

b. If NCIC has canceled any missing person(s) reports that could be in the process of being turned in, and would be, in fact, self canceling.

Question 12

Tele-Serv officers will write Missing Persons recovery Supplemental Reports after verifying information received from the ________, who is assigned to the ________.

Answer 12

Validations Clerk Central Records Unit

Question 13

Theft - Tele-Serv officers will write all thefts (including _________ at least 14 days overdue) except when there is physical evidence, the suspect’s immediate apprehension is likely, or there is enough information to identify the suspect.

Answer 13

rental equipment

Question 14

Tele-Serv will write a report on all gas drive-offs. Gas drive-offs can be classified as either _____ or ______ depending on the circumstances.

Answer 14

Fraud or Larceny

Question 15

A gas drive-off shall be classified as _____ when an interaction occurs between the clerk or employee and the suspect. The simple act of turning on the gas pump does not necessarily establish an interaction between the suspect and employee. An interaction would be established when the employee actually assisted the suspect before turning on the pump so the employee could give a physical description of the suspect or the vehicle.

Answer 15

Fraud

Question 16

A gas drive-off should be classified as _____ when the suspect drives up, pumps gas and leaves without any interaction with the employee. An example of no interaction is when the suspect removes the nozzle from the pump and the employee is notified by a bell or buzzer to activate the pump. The employee activates the pump without establishing an interaction (visual contact) therefore, no physical description of the suspect or suspect vehicle can be provided.

Answer 16

Larceny

Question 17

When the appropriate information is available, Tele-Serv personnel will conduct a _________ and include the name, address, and sector number of the registered owner in the narrative of the report.

Answer 17

registration check

Question 18

The Tele-Serv officer will check the appropriate box on the report, and ______ the case. If useful suspect or registration information is available, a __________ will be completed and sent to the victim or to the complainant if the victim is a business or juvenile.

Answer 18

suspend

State Attorney’s Card

Question 19

Tele-Serv officers will write reports for stolen or lost tags (including _____ ___) and decals and route to NCIC.

Answer 19

temporary tags

Question 20

Auto Theft - Tele-Serv officers will write only auto theft reports when:

Answer 20

a. It is involving rental vehicles which are at least 14 days overdue. The complainants will be advised that they must go to the State Attorney’s Office to file charges; and

b. When it is an auto theft attempt and no suspect is in custody, no evidence is being processed from the scene, or the attempt is not one of a series.

Question 21

Tele-Serv officers will inform the complainant that they will be responsible for all _____ ______ ______ when their vehicles are recovered.

Answer 21

towing storage charges

Question 22

Criminal Mischief – Tele-Serv officers will write all criminal mischief reports when there is no _____ or _______ ______ at the scene. If there is enough information to identify the suspect(s), the call will be dispatched to the appropriate zone.

Answer 22

suspect or physical evidence

Question 23

Tele-Serv officers will write burglary to auto reports only when:

Answer 23

1. The victim is calling from another city;

2. When there is a significant time delay, more than eight hours;

3. The Victim refuses processing of vehicle (will have to bedetermined by the call-taker);

4. Inclement weather prevents processing of vehicle;

5. There is no physical evidence present; or

6. The vehicle has been moved.

Question 24

Tele-Serv officers will not complete a report for burglary to an auto when:

Answer 24

1. The incident is in progress and/or a suspect is identified and/or apprehended;

2. The complainant/victim is insistent on having a police officer respond to write the report; or

3. When there is physical evidence at the scene to beprocessed.

Question 25

With a **supervisor’s approval**, Tele-Serv officers will complete a report for burglaries to **motel/hotel rooms** where the **victim** is calling from another **\_\_\_\_**.

Answer 25

**city**

Question 26

**Property Check** - Tele-Serv officers will complete a _____ \_\_\_\_\_ \_\_\_\_\_\_ for **unoccupied residences/buildings** that will be vacant for **more** than **24** hours.

Answer 26

**Property Watch Report**

Question 27

A **Property Watch Report** will **not** be written for **less** than a \_\_ hour time period;

Answer 27

**24**

Question 28

Calls for service requesting a **premises check** for a period **less** than **24** hours will be sent via computer terminal to the appropriate ____ \_\_\_\_\_\_ with all pertinent information;

Answer 28

**zone dispatcher**

Question 29

The **zone dispatcher** will assign the call to the **sub-sector officer** who will handle the check **\_\_\_\_\_\_** calls for service. The dispatcher will ensure that the information is passed on to the next watch, if necessary;

Answer 29

**between**

Question 30

**After** completing the report, the Tele-Serv officer will read the disclaimer as _____ on the **Property Watch Report** to the requester; and the Tele-Serv officer will ___ a copy of the report to the appropriate **zone**.

Answer 30

**printed** **fax**

Question 31

**Fraud Investigation** - Tele-Serv officers will write **all** fraud reports **except** when there is ______ to be placed in the **Property and Evidence** Facility.

Answer 31

**evidence**

Question 32

**Follow-up** - Tele-Serv officers will write ________ reports in which **additional information** or **property** needs to be added to the original report. The **return** of missing persons Supplemental Reports will **only** be handled by the **Tele-Serv officers.**

Answer 32

**Supplemental**

Question 33

Teleserv Officer Follow Up **Exceptions**:

Answer 33

**a.** A returning missing person is **11 years old or younger** (Tele-Serv will write Missing Person returns reported by **dependency shelters, regardless of age)**; **b.** The **original** missing person report indicates that **foul play was suspected**; **c.** A returning missing person has a **serious** medical or mental problem/condition; **d.** **Additional charges** are to be placed against a returning **escaped prisoner**; and **e.** Referring to **additional property**, the complainant has excess of **10** items to be added. In this case, the complainant will be directed to: **(1)** Make a **numbered list** of the items, leaving at least a **two inch margin** along the left side; **(2)** Include a **complete description** of the items (e.g., serial numbers, identifiable marks, value, etc.); **(3)** Write the **original** Central Communication Report (CCR) number, date, victim's name, address, telephone number, race, sex, age, and date of birth at the **top of the first page**; and **(4)** **Email** the information to the Tele-Serv officer providing the instructions or **mail** the list to the following address: **Jacksonville Sheriff's Office** **ATTN: Tele-Serv Unit** **501 East Bay Street** **Jacksonville, Florida 32202**

Question 34

Tele-Serv will **not** write Supplemental Reports for traffic \_\_\_\_\_\_\_\_.

Answer 34

**crash reports**

Question 35

**Con Game/Flim Flam** - Tele-Serv officers will write **all** cases of Flim Flam, **except** when the **\_\_\_\_\_\_ \_\_\_\_\_\_\_** of the suspect is possible by patrol officers.

Answer 35

**immediate apprehension**

Question 36

**Elderly exploitation** will be routed to the _____ \_\_\_\_\_ Unit.

Answer 36

**Special Assault**

Question 37

**False Personation** - Tele-Serv officers will write **all** cases **unless** it involves the **impersonation** of a \_\_\_\_\_\_\_\_.

Answer 37

**police officer**

Question 38

**Obscene/Lewd Telephone Calls** - Tele-Serv officers will write **all Misdemeanor Obscene/ Lewd Calls** as defined in Florida State Statute (F.S.S.) 365.16. The below procedures are to be followed when handling these cases:

Answer 38

**a.** If the **suspect is known** to the victim and **solvability factors exist**, the incident shall be classified as an Managed Criminal Investigative (MCI) **"Category A"** offense, and the case **suspended**; a **State Attorney Card** will be completed and sent to the victim or complainant if the victim is a business or juvenile; **b.** If the suspect is **not known** to the victim and the call is of a threatening, harassing, or obscene nature, the **General Offense/Incident Report** will be **routed** to the **Integrity/Special Investigation Unit;** **c.** If the call is a **nuisance** in nature (i.e., hang-ups, heavy breathing, children playing on the telephone, etc.), there is **no pattern** to the calls, and they are **not repeatedly** being received by the victim, a **report is not required**. The telephone subscriber will be instructed to contact the phone company and file a complaint; or **d.** If there is a **voice recording as evidence**, Tele-Serv officers will complete the report and **note in the narrative** what was said on the **voice recording**.

Question 39

**Threatening Phone Calls** - If the call is of a **threatening** nature, **officers will be dispatched** to the call, conduct an initial investigation, and complete a \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Report.

Answer 39

**General Offense/Incident**

Question 40

**Damaged Property** - Tele-Serv officers will write ______ \_\_\_\_\_\_ reports when resulting from a **non-criminal** incident and the property is **owned by the City of Jacksonville**.

Answer 40

**damaged property**

Question 41

**Lost Property** - Tele-Serv will write Lost Property reports where:

Answer 41

**a.** **Serial numbers** are available; or **b**. The item is: **(1)** Valued at **$1,500 or more**; or **(2)** **One of a kind** and may be identified by its **distinct markings** or by **photographs.**

Question 42

**Information -** Tele-Serv officers will write **all** informational type reports and forward them to the **appropriate unit.** Information reports are **not** to be used when a crime has occurred **except** in Florida **Department of Children and Family Services (DCFS)** reported cases. Officers will write all reports requested by DCFS employees involving **Child Abuse, Child Neglect, or Elderly Abuse** that occur within our jurisdiction. The following information is to be included in the report:

Answer 42

**a.** **Complainant** information will be the **DCFS employee** actually placing the call; **b.** **Location** of incident will be the **DCFS employee's office**; **c.** The alleged victim, suspect, and/or witness information will **not** be completed on the **front** of the report. That information will be included in the **narrative** as complete as possible (name, address, race, sex and telephone number); and **d.** Briefly state the allegations **making it clear** that the information is being obtained from DCFS.

Question 43

Information reports on **elderly abuse** will be routed to the ______ \_\_\_\_\_\_Unit.

Answer 43

**Special Assault**

Question 44

**Misdemeanor Stalking** - Tele-Serv officers will write reports of **stalking** when:

Answer 44

**a.** The complaint is **not Domestic Violence related**; and **b.** The suspect is **not present**.

Question 45

**Misdemeanor Assault** - Tele-Serv officers will write complaints of misdemeanor assault when:

Answer 45

**a.** The suspect is **not** present; and **b.** The complaint is **not Domestic Violence related**.

Question 46

**Robbery to Individual** - Tele-Serv officers will write reports of **Robbery** to Individuals when:

Answer 46

**a.** The victim is reporting the incident from **another location**; **b.** There are **no witnesses** present; **c.** There is **no physical evidence**; **d.** The victim is **not injured**; and **e.** The suspect may have **left** the scene and there is **no information** that may lead to the immediate arrest of the suspect(s) (i.e., vehicle description, tag number, etc.).

Question 47

**Hit and Run Vehicle Crashes** – Tele-Serv officers will write hit and run reports **Field Investigative Report (FIR)** when:

Answer 47

**a.** The incident occurred at **another location;** **b.** There are **no injuries** to the driver and/or passengers; **c.** The **time** of the crash is **unknown**; and **d.** There is **no suspect information**.

Question 48

**Calls for Service (Civil)** – Tele-Serv can handle calls for service that are **civil in nature** when:

Answer 48

**a.** The complainant is **seeking advice**; or **b.** The complainant is **seeking a report for insurance purposes**.

Question 49

**Identity Theft** – Tele-Serv officers will write **all** reports of **identity thefts.**

Answer 49

**True**

Question 50

Tele-Serv personnel must inform the ______ \_\_\_\_\_\_\_ \_\_\_\_\_\_\_ **prior** to sending **any** Tele-Serv type call to the street. If any unusual circumstances exist, as mentioned above, the Tele-Serv officer shall indicate this on the **Additional Information Line of the Call for Assistance Screen (GMR).**

Answer 50

**Communications Center Supervisor**

Question 51

The ________ Supervisor will make the decision whether or not to write a report when circumstances indicate a **possible deviation** from those listed in Article II. B, of this order.

Answer 51

## Footnote **Tele-Serv**

Question 52

Tele-Serv **(will)** or **(will not)** handle **Escaped Prisoner reports**.

Answer 52

**will not**

Question 53

In order to inform victims of services available to them, officers assigned to the Tele-Serv Unit will advise victims that the **Victim/Witness Service Guide (P-0390) **can be accessed in one of the following manners:

Answer 53

**1.** Anytime online at **www.jaxsheriff.org**; **a.** The Tele-Sev officer will instruct the victim to click on the **“Victim Services Coordinator”** link, located on the lower left side of the Sheriff’s Office home page; and **b.** Next, click on the **“Victim/Witness Services Guide”** link. **2.** Pick up a Victim/Witness Services Guide (P-0390) at the **Police Memorial Building (PMB)** or any **police substation** during operating hours; **3.** Call the **City Victim Services office** at (904) 630-6300 and request information on available victim services; or **4.** Request that the Tele-Serv officer **mail** a Victim/Witness Services Guide (P-0390) to the victim’s address.

Question 54

The Tele-Serv officer will document in the _______ of the General Offense/Incident Report that the citizen was informed of how to access the **victim services information** and **which option** the victim selected.

Answer 54

**narrative**

Question 55

In order to **answer questions from citizens**, Tele-Serv officers will familiarize themselves with the _____ \_\_\_\_\_\_ available.

Answer 55

**victim services**

Question 56

The Tele-Serv Supervisor will ensure that **all** reports are ______ and grammatically correct.

Answer 56

**accurate**

Question 57

The **Tele-Serv Supervisor** will be responsible for monitoring Article II. D. of this order on a _____ basis.

Answer 57

** daily**

Question 58

In the **absence** of the Tele-Serv Supervisor, _______ \_\_\_\_\_\_\_\_ are authorized to approve Tele-Serv reports when requested.

Answer 58

**police supervisors**

Question 59

The Tele-Serv Supervisor or his designee will review and approve or reject all \_\_\_\_\_\_ _______ \_\_\_\_\_\_\_ _______ submissions as outlined in Article V of this order.

Answer 59

**Citizen Online Reporting System**

Question 60

The Tele-Serv Supervisor may authorize the writing of **any** police report deemed necessary.

Answer 60

**True**

Question 61

When mitigating circumstances exist, the Tele-Serv Supervisor may determine that certain calls need to be ______ to the patrol zones for dispatch.

Answer 61

**diverted**

Question 62

Any Tele-Serv calls that are found to be **in progress**, have **physical evidence** at the scene, or an **immediate suspect apprehension** is possible shall be diverted to the \_\_\_\_\_\_\_ _______ for dispatch to a patrol officer.

Answer 62

**Communications Center**

Question 63

The **Tele-Serv Unit** will be notified when new submissions have been queued in the \_\_\_\_\_ _____ \_\_\_\_\_\_.

Answer 63

**Online Reporting System.**

Question 64

All submissions will be reviewed and approved or rejected within __ hours by the **Tele-Serv Unit Supervisor** or his designee. The reviewer will follow the criteria listed in Unit Procedure 04.101 **(Citizen Online Reporting Review Procedures)** to determine whether a submission will be imported into the CopsMore server and assigned a **case number.**

Answer 64

**24**

Question 65

If approved, the online report will be submitted to the **\_\_\_\_\_\_\_ server.** An email will be sent to the citizen reporter advising him that the report has been approved and will contain the report’s tracking number, a link to a free copy of the report, a link to the Victim/ Witness Service Guide, and a link allowing the citizen to provide feedback regarding his **Online Reporting experience.**

Answer 65

**CopsMore**

Question 66

If **rejected**, an _____ will be sent to the citizen reporter advising the **reason for rejection** and the **appropriate action** that the citizen must take.

Answer 66

**email**

Question 67

Once an online report has been **imported** into the CopsMore system, the report will be **printed** at the ____ \_\_\_\_\_ and routed according to **normal reporting procedures.**

Answer 67

**Copy Center**

Question 68

Citizen generated online _________ Reports are **not** available at this time. Therefore, additional information concerning a crime previously reported online will require Tele-Serv Unit officers to complete a Supplemental Report with the additional information and **route the report** to the appropriate unit for follow-up

Answer 68

**Supplemental**