Connie,
We don't have policy dictating whether or not a caller is kept on the phone, regardless of the nature of the call. The dispatchers are trained to keep the callers on the phone, to provide additional information, as long as the caller's safety is checked on during the call, the caller isn't being reckless (traffic complaints, dui, etc.) and the caller is willing to stay on the phone. For us, that last one works the best. We simply ask the caller, "If you have eye contact with the vehicle, would you mind staying on the phone and updating me with the current location?"
As far as keeping the caller on the phone when no unit is nearby, no we don't do that. Keeping the caller on the line indicates to them that someone is on the way and will be with them shortly. When that doesn't happen, it can give the impression that the agency was just wasting the caller's time by keeping them on the phone and not actually having anyone respond, which leads towards animosity against the agency, which you're well aware of with the number of years you (and I @ 27 years) have in the industry.
If your managment is still insisting on policy regarding callers remaining on the phone, I would suggest that your policy be broad in scope, and include verbiage that the dispatcher asks the caller to remain on the phone, caller's safety is checked on periodically, and that the caller is not being reckless. If any of these are putting the caller in jeopardy, the dispatcher does what they can to encourage the caller to remain safe, even if it includes hanging up the phone.
Give me a call if you want to chat some more about this. 303-464-5732 direct line or 303-438-6400 main line.
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Brian Goeman
Communications Supervisor
Broomfield Police Department
Broomfield, CO
bgoeman@broomfield.org
(303) 438-6411
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