Communications – Administration (General Order 10.03)

Overview and Purpose

• General Order (G.O.) $10.03$ governs the Communications – Administration function of the Norwich Police Department (NPD).
  • Applies to all personnel; establishes written directives for the administration of the Communications Section.
  • Stresses that the order is for departmental use only; it does not raise the legal standard of care in civil or criminal proceedings.
  • Violations lead to administrative sanctions internally; violations of law are prosecuted in court.
• Original issue date: 09 / 24 / 20
• Linked Accreditation Standards (POSTC and CALEA-style): $1.1.1$, $1.1.4$, $1.10.5\,a$, $2.1.1$–$2.1.4$, $3.1.4$.

Policy Framework

• NPD maintains a dedicated Communications Section responsible for:
  • Radio communications (mobile, portable, fixed)
  • Telephone & 911 call-taking
  • Teletype and automated data networks (e.g., COLLECT, NCIC)
  • CCTV & alarm monitoring
  • Any other duties assigned by the Patrol Division Commander.
• COLLECT system custody:
  • NPD has direct control and must comply with all statutes on Criminal History Records Information (CHRI).
  • Records Supervisor = designated COLLECT Control Officer.

Key Definitions

• COLLECT: “Connecticut On-Line Law-Enforcement Telecommunications System”—state counterpart to the national NCIC.
• Communications System: The end-to-end flow of information from a citizen → Dispatcher → Field Officer → Allied agencies → Records Unit.
• CSBI: “Connecticut State Bureau of Identification”—central state repository of arrest & fingerprint data.
• ID / Radio Number: Unique call sign & badge number tied to a member’s rank/position for the length of their assignment.
• IMC: Information Management Corporation Computer-Aided Dispatch (CAD) & Records Management System (RMS).
• NCIC: “National Crime Information Center”—FBI-run database for warrants, stolen property, missing persons, etc.

Procedure A: General Operational Guidelines

• All radio transmissions must follow Federal Communications Commission (FCC) licensing & procedural rules.
• Dispatch personnel shall simultaneously leverage:
  • COLLECT & NCIC terminals
  • IMC CAD/RMS for current Criminal Justice information delivery.
• Situational awareness infrastructure inside the Communications Center:
  • Jurisdictional map with outlined patrol districts.
  • Emergency-contact directories (IMC Quest, console binders, posted notices).
  • Immediate access to:
  • On-duty Shift Supervisor
  • Duty roster for each shift
  • Telephone number of every member of the Department.
  • SOPs for specialized-unit deployment & tactical dispatch are stored in IMC CAD.
• Visual status indicators (i.e., who is logged on, location, availability) displayed live on the IMC CAD console.

Procedure B: 24-Hour Communications Capability

• NPD maintains continuous (24 × 7 × 365) two-way radio coverage between Dispatch and field officers.
• Equipment issued:
  • Every sworn officer receives a portable radio.
  • Every patrol vehicle is equipped with a mobile radio.
• Radio infrastructure:
  • Multi-frequency system with a primary channel and a “talk-around” or direct channel (T104 PD Main).
  • All marked patrol cars carry multichannel mobile radios.
  • Detective & administrative vehicles get either mobiles or portables, chosen to ensure interagency compatibility.

Procedure C: CSPERN Interoperability

• CSPERN (Connecticut State Police Emergency Radio Network) designated as the regional interoperability channel.
  • Enables cross-talk with state & municipal police, fire, EMS.
  • All usage must follow established inter-agency protocols to prevent channel congestion or procedural conflicts.

Procedure D: Security and Access to the Communications Center

• Restricted access list:
  • On-duty Communications personnel.
  • Other NPD members with mission-related business.
  • External personnel only with supervisor authorization.
• Physical safeguards:
  • Multiple locked doors; public cannot approach the entrance. Door remains closed at all times.
  • CCTV provides interior & exterior video surveillance.

Procedure E: Communication Equipment & Power Continuity

• Antenna infrastructure:
  • All antennas mounted on a monopole behind a locked gate.
• Primary radio control station: Norwich Police HQ.
• Backup transmitter: Secure site at the Emergency Operations Center, South Golden St.
• Statewide repeater/antenna sites enhance coverage.
• Emergency power generation:
  • Diesel, liquid-propane, or alternate-fuel generator sized for all critical comms equipment.
  • Maintenance schedule:
  • Self-test monthly (manufacturer’s spec; minimum monthly).
  • Full-load test at least annually.
  • Log every time the generator actually powers the system.
  • Keep a maintenance & repair log; restrict physical access.
  • Generator auto-starts and self-tests monthly by design.
• Uninterrupted Power Supplies (UPS) provide seamless power until generator picks up or during low-voltage events.

Procedure F: Handling Damaged or Malfunctioning Equipment

• Any employee in dispatch must report defects in writing to the Patrol Commander & Shift Supervisor before end of shift.
• In critical failures (phones, primary radio channel):
  • Dispatcher immediately notifies the Shift Supervisor.
  • Supervisor alerts the Patrol Division Commander if outage is prolonged.
• Technical-service phone list available on-site for expedited repair.
• Patrol Commander is ultimately responsible for ensuring maintenance of:
  • Dispatch hardware
  • Interfaces to local, state, federal data systems.

Procedure G: Emergency Access Telephone System (911)

• Town of Norwich operates a 911 Public Safety Answering Point (PSAP) that guarantees:
  • 24-hour, toll-free emergency calling within the local exchange.
  • A single emergency number (911) for the entire jurisdiction.
  • Segregation of emergency vs. non-emergency calls.
  • Continuous operation & staffing.
• Routine / administrative lines are separate from 911.
• Backup PSAP: Connecticut State Police Troop E.

Accreditation Standards Cross-Reference

• Organization & Responsibility (1.1.x)
  • $1.1.1$ – Restrict access & security for Comms Center.
  • $1.1.4$ – Generator & power continuity testing (subsections a–d).
• Communications Operations (2.1.x)
  • $2.1.1$ – General communications capabilities.
  • $2.1.2$ – Immediate access to resources (maps, phone lists, SOPs).
  • $2.1.3$ – Personnel identification via unique Radio/ID numbers.
  • $2.1.4$ – Equipment readiness: backup systems, repair protocols, 911 system.
• Technical Services (3.1.x)
  • $3.1.4\,a$–$g$ – CAD status indicators, roster visibility, specialized dispatch plans, multichannel radios, etc.

Practical, Ethical, and Legal Implications

• Public Safety: Reliable communications underpin officer safety, timely response, and community trust.
• Data Privacy & CJIS Compliance: Strict COLLECT/NCIC usage rules protect citizens’ criminal-history information.
• Interoperability: CSPERN & multichannel radios ensure coordinated multi-agency disaster response.
• Continuity of Operations (COOP): Redundant power and backup transmitters mitigate single-point failures—critical under extreme weather or terrorism scenarios.
• Restricted Access supports evidence integrity and shields sensitive data from public disclosure, aligning with HIPAA & CJIS security policies.

Connections to Broader Principles & Real-World Relevance

• Mirrors NIMS/ICS communication requirements for incident management.
• Illustrates best practices recommended by DHS SAFECOM for LMR (Land Mobile Radio) resilience.
• Echoes CALEA Standards Chapters 81–84, reinforcing that accreditation frameworks are converging on similar benchmarks.
• Lessons for smaller agencies: even with limited resources, layered redundancy (UPS → Generator → Backup TX) is feasible.

Quick-Look Checklist for Supervisors

• ✅ Only authorized personnel inside Comms Center.
• ✅ Generator monthly auto-test & annual load test logged.
• ✅ Map, roster, emergency phone directory visible & updated.
• ✅ CAD shows active units; talk-around channel operational.
• ✅ Dispatchers have immediate reach to Shift Supervisor.
• ✅ Defects reported in writing; repair calls logged.