Divisions | Information Services Division | Central Complaint Service
Central Complaint Service
Contact Person: Lieutenant Petisia Adger
203-946-6326
Click here to listen to a sample CCS call.
The New Haven Police Department receives approximately 185,000 calls for service annually. Approximately 60% of those are received on the 911 Emergency line. The remainder are received on the "routine" non-emergency line, 946-6316. All police emergency and routine calls for service are routed through the Central Complaint Service (CCS). This is the link in the policing chain that connects the public and the police department, as well as the department and its resources to each police officer in the field.
All 911 calls are answered at the Emergency Communications Center of the New Haven Fire Department. The call is triaged by its severity and if police related, transferred to one of three locations in the police department's Central Complaint Service:
Ron Hobson, Dispatcher
If the call is of a life and death emergency, the call is transferred directly to a telephone line answered by a Police Dispatcher. Two Dispatchers are always on duty.
If the call is of a different kind of emergency, the call is transferred to one of eight 911-telephone lines answered by a Police Dispatcher Assistant.
If the call is of a non-emergency nature the call is transferred to one of five non-emergency lines answered by a Police Dispatcher Assistant. The caller may also be instructed to hang up and re-dial the non-emergency number.
Each time a 911 or routine call is answered, the Dispatcher Assistant enters a code designating the nature of the call and its location into a Computer Aided Dispatch (CAD) system. The computer immediately prioritizes the call and sends it to the dispatcher, who is responsible for the deployment of patrol officers. A map reference point tagged to the address of the call location determines which dispatcher receives the call and what units are available to respond to that area. The type of call determines the number of officers sent to the scene.
An Automatic Vehicle Locating (AVL) system, which is linked to the Global Positioning Satellite system, makes the process of selecting the closest available officer even more precise.
Information can be given to an officer in one of two ways. The first and most common way is through radio communication. This allows the dispatcher and officer to interact by verbal exchange and is the basic lifeline between the officer and the dispatcher. Officers can request additional local, state (COLLECT), and federal (NCIC) information on things such as record checks, motor vehicle information, outstanding arrest warrants, and other information pertaining to the call. This also allows other officers in the area to hear the broadcast.
In the past three years, Mobil Data Terminals (MDT) have been permanently installed in all patrol cars. The dispatcher gives information to the officer through the use of a computer. Officers also have the capability to electronically do local record checks, motor vehicle checks, historical checks of individuals/locations by name and address, and checks for arrest warrants.
CCS serves as a communication link among officers. An officer can communicate with all other on-duty officers, as well as coordinate with the Detective Bureau or any other police unit. They are able to contact other city resources such as the Fire Department, Public Works, Yale Police Department, or call for an ambulance or tow truck.
CCS is responsible for the collection of information on all stolen, recovered and towed vehicles. It also broadcasts bulletins for all wanted and missing persons.
Cheryl Giammatti, Dispatcher Assistant
All calls to CCS are recorded to insure accuracy of information and provide a method for administrative review. A digital record of every call is kept on file for a period of no longer than 7 days before it is backed up on tape as required by law.
All dispatchers and dispatcher assistants receive thorough training before they are allowed to work in CCS. Dispatch assistants receive six weeks of classroom training and two months of field training with an experienced dispatcher assistant. Dispatchers, who are already trained dispatcher assistants, receive two weeks of classroom training and eight weeks of field training. Both groups ride along with patrol officers for several tours of duty to better understand the neighborhoods and the unique nature of a police officer's job.
CCS personnel must have above average patience and remain calm and professional under the extreme pressure of dealing with life and death situations.
