This document provides dispatchers with guidance on responding to domestic violence calls. It outlines how dispatchers should obtain important information from victims, including their safety level and history of violence. Dispatchers are instructed to keep victims on the phone until officers arrive and to never cancel a response based solely on a follow-up call. The document also describes how to handle calls where the victim cannot speak freely, as well as calls from third parties. Dispatchers are told to preserve records for potential prosecution and document details that may be admissible in court.

1. RURAL LAW ENFORCEMENTRURAL LAW ENFORCEMENT
DOMESTIC VIOLENCEDOMESTIC VIOLENCE
TRAININGTRAINING

2. What Information is ImportantWhat Information is Important
What’s HappeningWhat’s Happening
LocationLocation
Suspect PresentSuspect Present
WeaponsWeapons

3. If the Caller is the VictimIf the Caller is the Victim
Understand the victim’s level ofUnderstand the victim’s level of
fear.fear.
The primary consideration is theThe primary consideration is the
victim’s safety.victim’s safety.
Use a calm, controlled voice. BeUse a calm, controlled voice. Be
aware that the victim’s level ofaware that the victim’s level of
emotion over the phone may notemotion over the phone may not
correspond to the level ofcorrespond to the level of
violence that is occurring.violence that is occurring.

4. If the Caller is the VictimIf the Caller is the Victim cont.cont.
Ask if the victim if she canAsk if the victim if she can
speak freely.speak freely.
Be aware that suspects mayBe aware that suspects may
have scanners.have scanners.
Use “code” to talk with theUse “code” to talk with the
victim – if the suspect is stillvictim – if the suspect is still
present.present.

5. If the Caller is the VictimIf the Caller is the Victim cont.cont.
Obtain information from theObtain information from the
victim about the past, i.e., thevictim about the past, i.e., the
number of times she’s callednumber of times she’s called
law enforcement, highest levellaw enforcement, highest level
of previous violence, previousof previous violence, previous
use of weapons, informationuse of weapons, information
on valid orders of protection,on valid orders of protection,
etc.etc.

6. If the Caller is the VictimIf the Caller is the Victim cont.cont.
If possible, encourage theIf possible, encourage the
victim to go to a safe placevictim to go to a safe place
and wait until the officer(s)and wait until the officer(s)
arrives.arrives.
If that’s not an option, keepIf that’s not an option, keep
her on the telephone until theher on the telephone until the
officer(s) arrives.officer(s) arrives.

7. Safety ConcernsSafety Concerns
DispatchersDispatchers should notshould not cancelcancel
law enforcement response to alaw enforcement response to a
domestic violence complaintdomestic violence complaint
based solely on a follow-up call.based solely on a follow-up call.
Advise the responding officer(s)Advise the responding officer(s)
of the call. The officer(s) shouldof the call. The officer(s) should
check the welfare of all presentcheck the welfare of all present
at the scene and determine if aat the scene and determine if a
crime was committed.crime was committed.

8. Safety ConcernsSafety Concerns cont.cont.
Know the hang-up procedures.Know the hang-up procedures.
If a call is disconnected, callIf a call is disconnected, call
back. If the victim isback. If the victim is
disconnected or hangs-up, thedisconnected or hangs-up, the
dispatcher should call back anddispatcher should call back and
send an officer(s) to the scene.send an officer(s) to the scene.

9. If the Caller is Not the VictimIf the Caller is Not the Victim
Try to obtain as much asTry to obtain as much as
information as possible.information as possible.
Treat the call the same as anTreat the call the same as an
in-progress domesticin-progress domestic
violence situation and sendviolence situation and send
two officers, if possible.two officers, if possible.

10. If the Caller is Not the VictimIf the Caller is Not the Victim
cont.cont.
If the suspect answers theIf the suspect answers the
phone, the dispatcherphone, the dispatcher
should establish neutralshould establish neutral
ground to help de-escalateground to help de-escalate
the situation and keepthe situation and keep
those at the scene involved.those at the scene involved.

11. Language & CulturalLanguage & Cultural
ConsiderationsConsiderations
Language BarrierLanguage Barrier
Cultural Considerations - BeCultural Considerations - Be
respectful of cultural differencesrespectful of cultural differences
by maintaining an objective andby maintaining an objective and
professional demeanor.professional demeanor.

12. Eliciting Important InformationEliciting Important Information
Victim safetyVictim safety
Re-assuranceRe-assurance
Stay on the telephoneStay on the telephone
Danger / lethality assessmentDanger / lethality assessment
Specialized questioning techniques,Specialized questioning techniques,
i.e., coding in the event the victimi.e., coding in the event the victim
can’t speak freelycan’t speak freely
Nature of the call (emergency orNature of the call (emergency or
“in-progress”)“in-progress”)
Language and CulturalLanguage and Cultural
ConsiderationsConsiderations

13. Dispatch InformationDispatch Information
What information is importantWhat information is important
to you when responding to ato you when responding to a
domestic violence call?domestic violence call?
Have you communicated thisHave you communicated this
to your dispatch center?to your dispatch center?

14. Preserve and Use InformationPreserve and Use Information
for Prosecutionfor Prosecution
Preserve 911 tapes andPreserve 911 tapes and
dispatch printouts.dispatch printouts.
Retention schedule – to makeRetention schedule – to make
sure they are kept beyond thissure they are kept beyond this
case disposition for use incase disposition for use in
potential future cases.potential future cases.
Record nature of the dispatchRecord nature of the dispatch
call and information fromcall and information from
dispatch in their report.dispatch in their report.

15. Preserve and UsePreserve and Use
Information for ProsecutionInformation for Prosecution
cont.cont.Including the narrative reportIncluding the narrative report
from the dispatcher is important,from the dispatcher is important,
especially if recordings areespecially if recordings are notnot
available. The dispatcher canavailable. The dispatcher can
document excited utterances,document excited utterances,
background noises, and otherbackground noises, and other
information admissible in court.information admissible in court.

16. Enabling PerformanceEnabling Performance
ObjectivesObjectives
Distinguish what informationDistinguish what information
is important.is important.
Understand how to elicitUnderstand how to elicit
important information.important information.
Recognize the ways that thisRecognize the ways that this
information can be preservedinformation can be preserved
and used for criminaland used for criminal
prosecution.prosecution.