West Bend Communications Center Staffing and Organization
The Communications Center or Dispatch, as it is known by almost everyone, is staffed and operated 24 hours a day, 7 days a week, 365 days a year.
Currently the Communications Center it is staffed by nine dispatchers with three dispatchers assigned to each of the three patrol shifts. The dispatchers work the same hours and rotation as the Police Officers and Patrol Supervisors, working 8 ½ hour shifts on a 5/2- 5/3 rotation. This means that the dispatchers work 5 consecutive days followed by 2 days off and then they again work 5 consecutive days followed by 3 days off.
Each shift is supervised by the Patrol Supervisors or Watch Commanders. On each shift
there is a Patrol Lieutenant and two Patrol Sergeants. Each of these supervisors directly supervise and evaluate an individual dispatcher who has the same day off rotation. This allows for consistent supervision and accountability throughout the year.
Within the Communications Center, the dispatchers receive and respond to emergency calls including enhanced 911 and non-emergency calls from the public, dispatchers, and law enforcement agencies via telephone and radio systems and computer-aided dispatch (CAD) systems.
To see their entire job description, read the section below which is from the West Bend Police Department Policy Manual or you can click here to read a memo from Chief Kenneth Meuler to Mayor Kraig Sadownikow giving a full description of the various duties as well as other considerations surrounding consolidated dispatch. This is the same memo that Washington County Board Chairperson Herb Tennies called pathetic during citizen comments at the Common Council Meeting on October 15, 2012. Read it for yourself and you be the judge.
Currently the Communications Center it is staffed by nine dispatchers with three dispatchers assigned to each of the three patrol shifts. The dispatchers work the same hours and rotation as the Police Officers and Patrol Supervisors, working 8 ½ hour shifts on a 5/2- 5/3 rotation. This means that the dispatchers work 5 consecutive days followed by 2 days off and then they again work 5 consecutive days followed by 3 days off.
Each shift is supervised by the Patrol Supervisors or Watch Commanders. On each shift
there is a Patrol Lieutenant and two Patrol Sergeants. Each of these supervisors directly supervise and evaluate an individual dispatcher who has the same day off rotation. This allows for consistent supervision and accountability throughout the year.
Within the Communications Center, the dispatchers receive and respond to emergency calls including enhanced 911 and non-emergency calls from the public, dispatchers, and law enforcement agencies via telephone and radio systems and computer-aided dispatch (CAD) systems.
To see their entire job description, read the section below which is from the West Bend Police Department Policy Manual or you can click here to read a memo from Chief Kenneth Meuler to Mayor Kraig Sadownikow giving a full description of the various duties as well as other considerations surrounding consolidated dispatch. This is the same memo that Washington County Board Chairperson Herb Tennies called pathetic during citizen comments at the Common Council Meeting on October 15, 2012. Read it for yourself and you be the judge.
West Bend Police Department Policy - 10-105
This information was obtained through an open records request to the West Bend Police Department on 10/24/12.
10‑105/000‑ COMMUNICATIONS SECTION RESPONSIBILITIES
A. The emergency communications system is a vital part of any Police/Fire emergency operation. It is the necessary
link between the person with the problem and the field personnel who can help resolve it most effectively. It also offers the field personnel a degree of security through contact with the station and other field units. A Dispatcher's ability to meet the rigid demands of reliability and attention to duties is a requisite for an above average individual. Strict attention to radio traffic is of critical importance in order to insure safety and consistency of operation.
B. In order to obtain maximum efficiency in the operation of the communications system, Department
policies and procedures, as well as all laws, rules and regulations of the Federal Communications Commission, shall be adhered to. All dispatchers will be certified by the Wisconsin Crime Information Bureau in operation of the TIME System.
C. It is incumbent on all personnel assigned to Communications to thoroughly know all Department policies and procedures. They must also become familiar with the geography of the city and county. They will strive to know locations of parks, industrial areas, major trouble spots, jurisdictional boundaries, and other items that may be of critical importance when deciding who to send, how much, and what kind of assistance would be appropriate.
D. The Communications Center is responsible to:
1. Receive requests for police, fire and emergency medical assistance.
2. Route such requests to the appropriate Department and division.
3. Assign activity to incidents.
4. Receive and transmit teletype communications on NCIC/CIB/TIME trunks.
5. Dispatch field units to requests for service.
6. Maintain complete and accurate computer entries on all Police, Fire and Ambulance activity.
7. Prioritize calls for service.
8. Insure lawful distribution of restricted data from NCIC/CIB/TIME trunks.
10-105/005- Communications Center Personnel Responsibilities
A. Dispatchers are responsible for assigning and deploying field units to calls for Police service during normal operations and within the guidelines of the standard operating procedures. Field Officers will carry out the assignments received from communications personnel as if they were received directly from a superior Officer. If the Officer has reason to object to the communication, he will make objections through appropriate channels after fulfilling the assignment. There are four (4) exceptions to the above rule:
1. Dispatcher assignments may be altered or countermanded by a Watch Commander or other superior Officer. It is important to note that the Watch Commander has over‑all authority and responsibility for all field activity.
2. Field Officers who have good reason to believe that a Dispatcher directive entails a potential violation of law or Departmental policy or an unnecessary risk to the safety of Officers or public, may so advise the Dispatcher. The Dispatcher's supervisor and the Watch Commander will handle the resolution. Non‑urgent field Officer complaints about a Dispatcher must be handled through the appropriate chain of command.
3. During tactical situations, i.e., high priority occurrences requiring the concerted and coordinated effort of two or more units, supervisory or command personnel in the field will assume direct responsibility for assignment and deployment of Police resources. If supervisory or command personnel are not readily available, the first field Officer at the scene will assume control with the assistance of the Dispatcher. The Dispatcher's responsibility during the tactical operation is to monitor closely and assist where needed.
4. Watch Commanders who believe that the performance of a Dispatcher is not adequate to a given situation shall contact the Communications Supervisor for remedy.
B. Dispatchers will report for duty for roll call briefing at the beginning of their shift.
1. Dispatchers are to devote a period of time after roll call to familiarize themselves with the occurrence of events of the preceding shift. This will be accomplished by reporting to the Communications Center in ample time to be briefed by the off‑going dispatcher.
C. It will be the responsibility of each Dispatcher going off duty to relay all information pertaining to calls being held.
This information shall be relayed to the oncoming dispatchers, and also the oncoming Watch Commander.
D. Personal business (reading, sewing, etc.) will be prohibited. Personal telephone calls will be held to a minimum. Any non‑functional preoccupation that creates an unnecessary inattention to duty, causing missed radio traffic, repetition of messages, misinterpretations, transposition of numbers, and numerous other problems cannot be tolerated due to the responsibilities of public and personnel safety imposed upon the communications service.
E. Loud talking, loud laughter, "horseplay", and general lack of attention to duties will not be tolerated. Employees are to conduct themselves in a quiet, efficient, businesslike demeanor while within the Communications Center.
10-105/010- Security of the Communications Center
A. The Communications Center area is designed and designated as a limited access area. Wisconsin State Statutes require that criminal justice records be maintained securely. Background noise in the communications area hampers the Dispatchers' ability to complete their duties.
B. Only the following will be freely admitted to the Communications Center:
1. West Bend Police Command staff.
2. West Bend Records & Communications personnel.
3. Equipment repair and installation personnel.
4. Janitorial personnel.
5. Persons temporarily assigned to these functions by a supervisory Officer.
6. Officers, temporarily for the purpose of picking up records information.
C. Any breach of the Communications Center security will be reported immediately in writing to the Support Services Commander. The report will contain the date, time, name of the individual committing the breach, department for which the individual works, and the name of the reporting party and witnesses.
D. The on‑duty communications personnel will be held accountable for any unauthorized entry they allow, unless specifically requested by a supervisor who will then assume that responsibility.
E. Exceptions to this procedure may be made in any justifiable emergency situation.
10-105/015- Communications/Records Confidentiality
A. Communications personnel shall treat the confidential nature of their duties with proper regard for safeguarding of information to which they become cognizant in the course of their employment.
B. The official business of the West Bend Police Department and other criminal justice agencies and other governmental agencies, including the identity of persons involved, shall be treated as confidential. Such information shall not be imparted to anyone for whom it is not intended, or who is not duly authorized to receive it.
C. Communications personnel shall not divulge contents of any criminal records to other than law enforcement or criminal justice personnel, and then only for law enforcement purposes. Criminal history information is never put over the air in complete (verbatim) text.
D. Communications personnel shall not make any false report or knowingly enter or cause to enter in, any official report, record, book, log or data center, any inaccurate, false, misleading or improper information or other material.
E. Communications personnel shall not remove or cause to be removed from any official report, record, book, log or data center, any information without proper authorization of a duly authorized person who is a member of the department involved.
F. None of the above shall be construed to affect the normal and proper exchange of information among communications personnel in the performance of their duties or for the purpose of enhancing their professional
knowledge.
A. The emergency communications system is a vital part of any Police/Fire emergency operation. It is the necessary
link between the person with the problem and the field personnel who can help resolve it most effectively. It also offers the field personnel a degree of security through contact with the station and other field units. A Dispatcher's ability to meet the rigid demands of reliability and attention to duties is a requisite for an above average individual. Strict attention to radio traffic is of critical importance in order to insure safety and consistency of operation.
B. In order to obtain maximum efficiency in the operation of the communications system, Department
policies and procedures, as well as all laws, rules and regulations of the Federal Communications Commission, shall be adhered to. All dispatchers will be certified by the Wisconsin Crime Information Bureau in operation of the TIME System.
C. It is incumbent on all personnel assigned to Communications to thoroughly know all Department policies and procedures. They must also become familiar with the geography of the city and county. They will strive to know locations of parks, industrial areas, major trouble spots, jurisdictional boundaries, and other items that may be of critical importance when deciding who to send, how much, and what kind of assistance would be appropriate.
D. The Communications Center is responsible to:
1. Receive requests for police, fire and emergency medical assistance.
2. Route such requests to the appropriate Department and division.
3. Assign activity to incidents.
4. Receive and transmit teletype communications on NCIC/CIB/TIME trunks.
5. Dispatch field units to requests for service.
6. Maintain complete and accurate computer entries on all Police, Fire and Ambulance activity.
7. Prioritize calls for service.
8. Insure lawful distribution of restricted data from NCIC/CIB/TIME trunks.
10-105/005- Communications Center Personnel Responsibilities
A. Dispatchers are responsible for assigning and deploying field units to calls for Police service during normal operations and within the guidelines of the standard operating procedures. Field Officers will carry out the assignments received from communications personnel as if they were received directly from a superior Officer. If the Officer has reason to object to the communication, he will make objections through appropriate channels after fulfilling the assignment. There are four (4) exceptions to the above rule:
1. Dispatcher assignments may be altered or countermanded by a Watch Commander or other superior Officer. It is important to note that the Watch Commander has over‑all authority and responsibility for all field activity.
2. Field Officers who have good reason to believe that a Dispatcher directive entails a potential violation of law or Departmental policy or an unnecessary risk to the safety of Officers or public, may so advise the Dispatcher. The Dispatcher's supervisor and the Watch Commander will handle the resolution. Non‑urgent field Officer complaints about a Dispatcher must be handled through the appropriate chain of command.
3. During tactical situations, i.e., high priority occurrences requiring the concerted and coordinated effort of two or more units, supervisory or command personnel in the field will assume direct responsibility for assignment and deployment of Police resources. If supervisory or command personnel are not readily available, the first field Officer at the scene will assume control with the assistance of the Dispatcher. The Dispatcher's responsibility during the tactical operation is to monitor closely and assist where needed.
4. Watch Commanders who believe that the performance of a Dispatcher is not adequate to a given situation shall contact the Communications Supervisor for remedy.
B. Dispatchers will report for duty for roll call briefing at the beginning of their shift.
1. Dispatchers are to devote a period of time after roll call to familiarize themselves with the occurrence of events of the preceding shift. This will be accomplished by reporting to the Communications Center in ample time to be briefed by the off‑going dispatcher.
C. It will be the responsibility of each Dispatcher going off duty to relay all information pertaining to calls being held.
This information shall be relayed to the oncoming dispatchers, and also the oncoming Watch Commander.
D. Personal business (reading, sewing, etc.) will be prohibited. Personal telephone calls will be held to a minimum. Any non‑functional preoccupation that creates an unnecessary inattention to duty, causing missed radio traffic, repetition of messages, misinterpretations, transposition of numbers, and numerous other problems cannot be tolerated due to the responsibilities of public and personnel safety imposed upon the communications service.
E. Loud talking, loud laughter, "horseplay", and general lack of attention to duties will not be tolerated. Employees are to conduct themselves in a quiet, efficient, businesslike demeanor while within the Communications Center.
10-105/010- Security of the Communications Center
A. The Communications Center area is designed and designated as a limited access area. Wisconsin State Statutes require that criminal justice records be maintained securely. Background noise in the communications area hampers the Dispatchers' ability to complete their duties.
B. Only the following will be freely admitted to the Communications Center:
1. West Bend Police Command staff.
2. West Bend Records & Communications personnel.
3. Equipment repair and installation personnel.
4. Janitorial personnel.
5. Persons temporarily assigned to these functions by a supervisory Officer.
6. Officers, temporarily for the purpose of picking up records information.
C. Any breach of the Communications Center security will be reported immediately in writing to the Support Services Commander. The report will contain the date, time, name of the individual committing the breach, department for which the individual works, and the name of the reporting party and witnesses.
D. The on‑duty communications personnel will be held accountable for any unauthorized entry they allow, unless specifically requested by a supervisor who will then assume that responsibility.
E. Exceptions to this procedure may be made in any justifiable emergency situation.
10-105/015- Communications/Records Confidentiality
A. Communications personnel shall treat the confidential nature of their duties with proper regard for safeguarding of information to which they become cognizant in the course of their employment.
B. The official business of the West Bend Police Department and other criminal justice agencies and other governmental agencies, including the identity of persons involved, shall be treated as confidential. Such information shall not be imparted to anyone for whom it is not intended, or who is not duly authorized to receive it.
C. Communications personnel shall not divulge contents of any criminal records to other than law enforcement or criminal justice personnel, and then only for law enforcement purposes. Criminal history information is never put over the air in complete (verbatim) text.
D. Communications personnel shall not make any false report or knowingly enter or cause to enter in, any official report, record, book, log or data center, any inaccurate, false, misleading or improper information or other material.
E. Communications personnel shall not remove or cause to be removed from any official report, record, book, log or data center, any information without proper authorization of a duly authorized person who is a member of the department involved.
F. None of the above shall be construed to affect the normal and proper exchange of information among communications personnel in the performance of their duties or for the purpose of enhancing their professional
knowledge.
