G11.1.8 Misdirected Calls
Chapter: Chapter 11: Communications and Dispatch Services
Sub-Chapter: 11.1 - Communications
Effective Date: 02/16/2024
Revised Date: 02/16/2024
Rescinds: None
Purpose
To describe the procedures the Indiana University Police Department (IUPD) public safety dispatchers will follow for the prompt handling and forwarding of misdirected and hang-up (often referred to as “incomplete 911 calls”) emergency calls.
General Order
Emergency calls intended for another law enforcement or public service agency and incomplete 911 calls are occasionally received. Public safety dispatchers will promptly handle both types of calls as appropriate.
Misdirected Emergency Calls
Emergency calls that are intended for another law enforcement or public service agency can, in most cases, be immediately transferred to the agency having jurisdiction.
Prior to transferring the call, the public safety dispatcher will gather at minimum, information which may include the location where service is needed, type of service required, and name and telephone number of the caller. Public safety dispatchers will inform the caller of the agency the call is being transferred to and to stay on the line. Once the transfer call is made, the public safety dispatcher will state they are transferring an emergency call from the Indiana University Police Department and stay on the line until the call has been transferred and confirmed by the receiving agency. If the transfer fails, the public safety dispatcher will immediately telephone the appropriate agency with jurisdiction and relay all known information.
Hang-up (Incomplete 911) Calls
The public safety dispatcher will attempt a callback when an emergency call is received and the call disconnects before the public safety dispatcher can determine what assistance, if any, is needed. If a callback number is available, the public safety dispatcher will attempt to reestablish contact at least one time. If the phone is busy or there is no answer, additional attempts to contact the caller may be made, which may include sending a 911 text if the call originated from a cellular telephone. If the callback attempt goes to voicemail, the public safety dispatcher may leave a message.
If the location of where the call originated is known, the public safety dispatcher will dispatch an officer to the location. If contact is made with the caller and they indicate they do not require a police response, the public safety dispatcher will notify the responding officer, providing all available information. The responding officer will still continue to the area to assess the situation.