Dispatch Standard Operating Procedure

Dispatch is the communications and coordination center for public-safety roleplay. Dispatchers organize information and resources; they do not invent probable cause, direct medical treatment, or take command away from qualified field personnel.

1. Responsibilities

Dispatch personnel shall:

• receive and document calls for service;
• identify location, incident type, urgency, hazards, and callback information available through approved systems;
• assign appropriate law-enforcement, fire, EMS, or specialty resources;
• maintain unit status and incident timestamps;
• support lawful records checks;
• coordinate interagency communications;
• broadcast authorized alerts; and
• preserve CAD and radio records.

2. Starting a shift

Verify console, radio channels, CAD, maps, unit roster, active incidents, BOLOs, warrants, closures, hospital status, and current directives. Announce the dispatch position and any channel plan required by policy.

3. Call taking

Obtain information in this order when practical:

1. exact location and safe access;
2. immediate threat to life;
3. what is happening now;
4. suspect, patient, vehicle, fire, or hazard description;
5. weapons or dangerous conditions;
6. direction of travel;
7. caller location and safe callback method; and
8. information needed for the responding discipline.

Do not delay dispatch of a known emergency merely to complete every question. Update field units as additional reliable information arrives.

Dispatchers must not request real names, phone numbers, addresses, account credentials, or device access outside approved server systems.

4. Priority levels

The incident description, not the caller’s desired response, determines priority. Update priority when conditions change.

5. Radio discipline

Use plain, concise language unless an approved code system is required. Repeat critical identifiers, locations, weapons, and directions. Avoid unnecessary personal information and extended conversation on an active channel.

Members should identify the unit being called before their own unit. Dispatch should acknowledge emergency traffic immediately and keep the channel clear until the field incident commander releases it.

6. Unit status and assignment

Maintain accurate status such as available, assigned, en route, on scene, transporting, at destination, unavailable, or out of service. Do not assign a unit known to be committed unless a supervisor or emergency need requires it.

For significant events, create a dedicated CAD incident and attach all assigned units, timestamps, updates, related calls, alerts, and disposition.

7. Records checks

Run person, vehicle, firearm, license, warrant, protection-order, and other checks only for an authorized official purpose. Relay exact results and limitations. “No return” is not the same as proof that an item or person is unlawful.

Confirm high-risk returns, active warrants, stolen vehicles, and protection orders using the available verification process before an arrest or major tactical decision when circumstances permit.

8. Pursuits

During a pursuit, dispatch should:

• identify primary, secondary, supervisor, and incident channel;
• record start time, reason, vehicle, location, direction, speed, and risk updates;
• limit unrelated radio traffic;
• notify adjoining jurisdictions and requested resources;
• avoid directing tactical vehicle actions; and
• record termination, crash, arrest, escape, or transition to another operation.

If the primary unit cannot provide updates, request them at reasonable intervals without overloading the channel.

9. Critical incidents

For an officer distress call, active violence, barricade, mass casualty, aircraft emergency, major fire, or suspected explosive:

1. clear the channel;
2. dispatch the appropriate initial resources;
3. notify supervisors and specialty functions;
4. establish separate command and tactical channels when available;
5. designate staging from field information;
6. track responding resources and requested notifications; and
7. maintain a chronological incident log.

Dispatch should not announce unverified casualty counts or suspect identities as confirmed facts.

10. BOLOs and alerts

An alert should state the source agency, issue time, incident, person or vehicle description, last known location, direction, relevant risk, requested action, and expiration or cancellation condition.

Do not issue an alert from rumor, an out-of-character dispute, or unverified personal information. Cancel or update stale alerts promptly.

11. Fire and EMS coordination

Provide scene type, hazards, patient count, access, staging, and law-enforcement status. Dispatch does not provide real medical instructions. Use only approved scripted roleplay prompts, and direct real emergencies to real-world emergency services.

Track receiving destination when the system requires it, while protecting confidential patient information from unnecessary broadcast.

12. Interagency incidents

Identify the agency with primary incident responsibility and support unified command. Patch or designate interoperable channels when available. Dispatchers should refer jurisdictional disagreements to field supervisors rather than attempting to decide contested legal authority over the radio.

13. CAD records and corrections

CAD entries must distinguish caller statements, dispatcher observations, system returns, and field-unit reports. Correct mistakes transparently; do not delete or rewrite material history to improve appearances.

Restricted records, medical information, sealed cases, investigative tactics, and real player information must not be released publicly.

14. Shift handoff and quality review

Brief the incoming dispatcher on active incidents, pending calls, unit status, critical alerts, channel assignments, system failures, and required notifications. Supervisor review is required for missed emergency calls, incorrect critical broadcasts, unauthorized record access, significant channel failure, or formal complaint.