300.44 duties of the dispatch services operator

1. Number: 300.44
SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 1
Date: 8/17/07
Approved: Ryan Drabek, Director Revised: 6/20/12
I. PURPOSE
To describe the duties and responsibilities of the Dispatch Services Operator (DSO).
II. POLICY
Under the general direction of a Supervising Animal Control Officer, the individuals
assigned the duties and responsibilities of a DSO are to provide radio support to
employees assigned to field related duties. DSO duties may also include any other
animal control responsibilities as directed by supervision.
III. SCOPE
Applicable to all Field Operations personnel assigned to perform permanent and/or
temporary duties as a DSO.
IV. FORMS
Radio Journal
V. REFERENCES
OC Animal Care Policy and Procedure 300.29
VI. DEFINITIONS
Not applicable.
VII. PROCEDURE
A. General Tasks
DSOs are to perform the following specific tasks that include, but are not limited
to:
1. Dispatch service requests to Animal Control Officers (ACO) via a two-
way radio using approved and accepted radio codes as described in the
Official Radio Code Book published by the County of Orange Sheriff’s
Coroner Department Communications.

2. Number: 300.44
SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 2
Date: 8/17/07
Approved: Ryan Drabek, Director Revised: 6/20/12
2. Respond to and relay communications from those who are assigned to use
department issued two-way radios.
3. Respond to and relay radio communications from the County of Orange
Sheriff’s Coroner Department Communications Division. (Control 1).
4. Respond to and relay telephone communications received from those
calling the Department via the Dispatch Unit service line.
B. Specific Tasks
1. Become completely familiar with the Radio Operating Procedures as
outlined in the County of Orange Sheriff’s Coroner Department
Communications Code Book.
2. Answer both the Dispatch Unit service line and the after-hours emergency
line when assigned to radio duties. The emergency line recorder will be
turned “on” and is not to be used to screen calls nor is it to be taken off the
hook for any reason other than the Dispatcher is taking a phone call. The
emergency line is to be personally answered whenever possible. When
there are messages on the answering machine, the calling party must
receive a return call from the DSO as soon as possible.
3. Incoming calls on the Dispatch Unit service line do not have voice mail
service and therefore must be answered to determine the priority of the
call before placing on hold.
4. Initiate requests for services via the Activity screen in Chameleon and
when necessary, complete Rabies Control Investigation Reports (Animal
Bite/Scratch Reports).
5. Research dog licensing information requests via Chameleon, OC Animal
Care’s current data base.
6. Maintain a Radio Journal that provides complete information regarding all
non-routine calls or incidences regarding the agency or its employees. The
Radio Journal shall be maintained in accordance with OC Animal Care
Policy and Procedure 300.29.
6. Maintain communication with the Watch Commander and/or Field
Sergeants to ensure they are aware of all unusual or serious matters
pertaining to that shift. (e.g., mountain lion sightings, safety issues,
injuries, severe bites, emergency cruelties, animals on the freeway, officer
related incidents requiring supervisory intervention, etc.).
8. Maintain professional communication with members of the public, outside
agencies and co-workers at all times.

3. Number: 300.44
SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 3
Date: 8/17/07
Approved: Ryan Drabek, Director Revised: 6/20/12
9. Provide the highest level of customer service to both external and internal
customers whenever possible.
C. General Information
The DSO’s responsibilities and duties are an integral part of Field Operations.
The DSO is responsible for coordinating and directing the majority of
communication between office personnel and those assigned duties in the field.
The DSO assigned to radio duty is responsible for emergency communication for
personnel assigned to field duties. Therefore, it is imperative that those assigned
to the radio do not leave the radio room unless relieved from performing duties,
when they are directed by supervision or in an emergency that necessitates the
radio dispatcher leaving the room.
Radio dispatchers are to remain attentive to their responsibilities at all times while
performing duties. The radio dispatcher, when not directly engaged in Dispatch
duties, will be assigned to perform additional duties as directed by supervision.
These additional duties will not and should not detract from Dispatch
responsibilities and will be designed so that they may be performed using a
minimal amount of space. It is the responsibility of the DSO to obtain additional
duties from the Watch Commander which will be available to them that may be
performed during the shift. At no time is personal reading, texting, or any
recreational activities to be conducted during the performance of DSO duties.
DSO’s working in the capacity of call takers are expected to be seated and logged
into the phone system at the beginning of their shift. Call takers are not to be
logged out of the system or away from their work stations for extended periods of
time unless on a break or lunch or with supervisor approval. Call takers are to
answer calls in a timely manner and initiate calls in accordance with local and
state law and OC Animal Care Policy and Procedures. Callers are to be treated
with the highest level of courtesy, tact and professionalism at all times.
Call takers are to notify the Watch Commander immediately upon realizing the
wait time for callers has reached four (4) minutes or greater.
Call takers will be assigned additional duties which are to be handled between
phone calls. These duties include but are not limited to:

4. Number: 300.44
SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 4
Date: 8/17/07
Approved: Ryan Drabek, Director Revised: 6/20/12
• Processing returned mail.
• Entering vaccination certificates into Chameleon.
• Assembling packets for the Barking Dog Complaint Program and
Nuisance Complaint Program.
• Assembling statement form packets.
NOTE: Internet usage is to be limited to job related searches. Cell phones are not
to be used except while on breaks and lunches.