Standing Order (General) 259
Rapid Response Services and Radio Equipped Vehicles
STANDING ORDER (GENERAL) 259
RAPID RESPONSE SERVICES AND RADIO EQUIPPED
VEHICLES
1.
Background
This Order regulates the functioning of 10111 Call Centres and Flying Squad
units in the South African Police Service.
2.
Definitions and abbreviations
In this Order, unless the context otherwise indicates, —
(a)
“10111 Call Centre” means a formally established call centre which may
serve more than one police station area;
(b)
“APB” means all points broadcast;
(c)
“AVL”means Automated Vehicle Location system;.
(d)
“employee” means any person employed in the South African Police
Service ;
(e)
“Flying Squad” means the units performing activities and patrols with
vehicles under the command and control of Emergency Response
Services;
(f)
“MDS” stands for Mobile Data System;
(g)
“Rapid Response Services” means the 10111 Call Centre and the Flying
Squad;
(h)
“relief” means a number of members designated for duty during a
particular period of hours, and any such members who, at any time, are
added to the relief;
(i)
“relief commander” means an officer or member designated to take
command and control of a relief; and
(j)
“serious crime or complaint” means all crimes that require priority attention
and immediate response by the Flying Squad.
3.
Roles and responsibilities of relief commanders: 10111 Call
Centre
(1)
In as far as it may be applicable, a relief commander at a 10111 Call
Centre has the same powers, duties and responsibilities in respect of the
10111 Call Centre as a Community Service Centre Commander.
(2)
The relief commander must report on duty at least fifteen minutes before
the rest of the members on the relief and must, at the commencement of
the relief, —
(a)
parade, inspect and post members of the relief to telephone,
dispatcher duty or other assigned tasks in the 10111 Call Centre;
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Standing Order (General) 259
(b)
(c)
(d)
(e)
(3)
4.
5.
6.
Rapid Response Services and Radio Equipped Vehicles
record their names on the duty record (SAPS 15), together with the
duty assigned to each and make an Occurrence Book (OB) entry
accordingly;
ensure that every member of the relief knows and understands his
or her duties, performs them in a proper manner and that good
order and discipline are maintained.
receive and sign handing over from the previous relief commander
in terms of SO(G) 256 and make OB entry accordingly.
ensure that unauthorised persons do not enter the 10111 Call
Centre and that authorised persons or visitors who do call and meet
employees in the specified area, leave immediately on completion
of their business.
A relief commander may, from time to time, depending on the size of a
10111 Call Centre and if necessary, assign a member on his or her relief
in order to assist him or her with the duties in the 10111 Call Centre.
Roles and responsibilities of relief commanders: Flying
Squad
(1)
In as far as it may be applicable, a relief commander at a Flying Squad has
the same powers, duties and responsibilities in respect of the Flying Squad
relief as a Community Service Centre Commander.
(2)
All other duties must be performed as provided in Standing Order
(General) 256.
Roles and responsibilities of members:10111 Call Centre:
(1)
Report on duty (15) fifteen minutes before the commencement of the relief
(2)
Answer calls promptly and in a professional manner and;
(3)
Must have a good knowledge of the area where he or she serves in order
to be able to assist members of the public without delay and be able to give
relevant and accurate information to members deployed in radio-equipped
vehicles to patrol and rapidly attend to various complaints..
Roles and responsibilities of members: Flying Squad
These members shall execute their duties as per their postings and shall observe
the dress code in full and at all times.
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Standing Order (General) 259
7.
8.
Rapid Response Services and Radio Equipped Vehicles
Duty Record
(1)
A duty record for each relief must be maintained at the relevant 10111 Call
Centre transmitter. The following particulars of each vehicle that will be
tuned in on that transmitter must be reflected on the duty record:
(a)
The time radio communication with the dispatcher is established from
that vehicle for the first time during that relief;
(b)
name and PERSAL number of the driver;
(c)
name(s) and PERSAL number(s) of the crew;
(d)
call sign of the vehicle and registration number;
(e)
number of any cell phone in possession of the crew in the vehicle;
and
(f)
sector which it is going to patrol or in which it will perform other
duties.
(2)
A dog handler establishing radio communication with the dispatcher for the
first time during a relief must indicate the discipline of the dog (eg a patrol
or explosives dog) that he or she has with him or her.
Recording of Arrest
Every 10111 Call Centre which is attached to Flying Squad must keep a register
in which the following details of any arrest must be recorded —
(a)
the name of every person arrested by members employed on radioequipped vehicles;
(b)
the charge;
(c)
the name of the arresting officer and
(d)
the station reference number (CAS or SAPS 14), together with the number
of the relevant SAPS 297 form, if applicable;
(e)
a short summary of how suspects were apprehended, vehicles, firearms and
stolen goods seized
(f)
SAPS 13 number and
(g)
J 534 number.
9.
Procedure to be followed in registering complaints
(1)
Mobile Data System (MDS)
Every complaint, report or information related to crime received in a 10111
Call Centre, whether made by telephone, over the air or in any other manner
must be recorded on the MDS. Results and correct time of attendance must
be recorded when the information is available.
(2)
Case Administration System (CAS)
If a complaint, report or information related to crime is received at a police
station, an incident report must be completed on the CAS system and the
complaint must be sent to 10111 Call Centre so that it will be reflected on
the MDS of the 10111 Call Centre .
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Standing Order (General) 259
(3)
(4)
Rapid Response Services and Radio Equipped Vehicles
SAPS 297 Forms
(a)
If an MDS is not used at a 10111 Call Centre or there is a power
failure, or the system is not operative, SAPS 297 forms must be
used. The forms must be completed manually for every complaint,
report or information related to crime received in the 10111 Call
Centre, whether it is received by telephone, over the radio or in any
other manner.
(b)
If a SAPS 297 form is used, all particulars must be completed directly
on the form, in a legible manner and in black ink. Notes must not,
under any circumstances, be made on a loose piece of paper.
(c)
Persons and complainants who phone a 10111 Call Centre must be
questioned tactfully to obtain all the necessary information regarding
the complaint or report and can be completed on the form and an
informed decision can be made, depending upon the nature and
gravity of the complaint, what action must be taken.
(d)
If a 10111 Call Centre refers a matter to a police station, the OB,
CAS or Case Reference (CR) number must be obtained. This
reference number, as well as the rank and name of a member who
furnished it, must be recorded on the MDS or be completed on a
SAPS 297 form, where applicable.
(e)
If a complaint, report or information refers to a subject which does not
concern the SAPS, the person so enquiring must be so advised. In
all these cases the MDS or SAPS 297 form must also be completed
stating the nature of the matter and the advice given to the caller.
The form must then be filed indefinitely.
(f)
The correct time must at all times, be recorded.
Inspection
(a)
A relief commander must —
(i)
inspect each form before it is filed in its numerical sequence
in the bundle and ensure that this is correctly completed in all
respects; and
(ii)
(b)
attach his or her the signature confirming that the form was
inspected and all procedures in completing the form were
complied with is attached.
All SAPS 297 forms completed on a particular day must be inspected
by an officer or a designated member the following day, before filing
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Standing Order (General) 259
Rapid Response Services and Radio Equipped Vehicles
them and the officer must make an entry in the OB recording that this
was done.
(5)
(6)
Filing of SAPS 297 forms
(a)
SAPS 297 forms may be filed only on the instruction of a
commissioned officer or another designated member in a 10111 Call
Centre.
(b)
An index of all SAPS 297 forms for each day must be completed in
the 10111 Call Centre. The serial number, time of receipt, call sign
of the vehicle that attended to the complaint and the contents of each
form must be registered immediately on receipt.
(c)
The duty record for each relief, together with the index of SAPS 297
forms, must be bound on top of the bundle of the said forms for each
relief.
(d)
If different radio channels are used in a 10111 Call Centre, the forms
of each dispatcher together with their duty records must be filed
separately, but bound in one bundle. Each channel has its own set
of serial numbers for SAPS 297 forms. The forms of channel 1,
channel 2, and others, from 00:00 till 24:00, must be bound every
day.
(e)
At the change of reliefs, the outstanding forms, such as those which
were completed but not yet disposed of, must be reflected with their
specific serial numbers in the handing-over certificate.
(f)
If a Commander of a 10111 Call Centre requires a copy of a certain
form or where a relief commander is of the opinion that information
of whatever nature should be brought to the notice of the
Commander, such a copy must be forwarded to him or her without
delay. The fact that a copy has been made, to whom it was
forwarded and the date of dispatch must be endorsed on the original
form.
Alarms
(a)
A SAPS 297 form or the MDS must be completed or registered for
each test or activation of a burglar alarm, robbery alarm or panic
alarm at a banking institution or automatic teller machine (ATM )
facility and private residence , received in a 10111 Call Centre.
(b)
As soon as a dispatched vehicle arrives at the premises, the driver
must inform the dispatcher of the arrival time which must then be
recorded on the MDS or SAPS 297 form.
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Standing Order (General) 259
10.
Rapid Response Services and Radio Equipped Vehicles
(c)
If an owner of a premises or a representative of an alarm firm
requests a 10111 Call Centre to cancel or ignore an alarm and the
relief commander is satisfied with the request, the said owner must
furnish his or her name and address, the name of the premises and
the alarm code.
(d)
If the relief commander is not satisfied with the said request, the
necessary investigations must be carried out. In such a case the
member who conduct the investigation must obtain full particulars to
enable him or her to determine the circumstances that gave rise to
the alarm.
(e)
If a report of an alarm is conveyed by the dispatcher, the owner of
the premises or alarm firm, the code and address must be repeated
to ensure that the investigation is done at the correct address.
(f)
A list of alarm signals received during each day, reflecting the serial
numbers of the relevant SAPS 297 forms, must be filed with the daily
bundle of SAPS 297 forms.
Dispatch of radio-equipped vehicles
(1)
If the radio communication with a vehicle is terminated during the course of
a relief, the driver of the vehicle must report the —
(a)
time when, place where and reason why the radio communication is
terminated; and
(b)
time at which radio contact is resumed after having completed the
duty requiring that radio contact be terminated.
(2)
If a progress report is not received from a radio-equipped vehicle within a
reasonable time, the dispatcher must call the vehicle and enquire whether
a report or result can, as yet, not be furnished.
(3)
If a radio-equipped vehicle, which should be on air, does not answer when
called on the radio, the call must be repeated at regular intervals until an
answer is received. If the vehicle is a station vehicle, the relief commander
must immediately notify the station of the vehicle per telephone. If the
vehicle is operating in a dangerous area and an answer is not received
immediately, the relief commander must cause an investigation to be
undertaken to trace the vehicle. If the vehicle is located and no satisfactory
explanation is given for the failure to respond, the relief commander must
report the incident to the relevant police station.
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Standing Order (General) 259
11.
Rapid Response Services and Radio Equipped Vehicles
(4)
Vehicles fitted with AVL systems must be given priority when booking
vehicles on air for the purpose of assisting the call centres in locating vehicles.
(5)
The Automatic Vehicle Location system must be used where applicable to
locate vehicles that may be missing on air.
Transmission of messages by radio
(1)
All instructions, messages, reports and conversations over the air must be
short, distinct and in English.
(2)
The dispatcher or member in a radio-equipped vehicle, must have his or her
message complete and ready before the start of the transmission.
(3)
If a message or report is not received clearly, the sender of the message or
report must be requested to repeat it. If the receiver of the message or
report acknowledges receipt, he or she must repeat the essence of the
message or report briefly so that a misunderstanding cannot arise.
(4)
Messages and instructions to vehicles must immediately be written down by
the crew, to avoid the inconvenience of having to ask later for the message
to be repeated.
(5)
An example of a radio conversation is:
"Mike 10, this is Control 1." - This means that Control wishes to
contact radio-equipped vehicle with call sign “M 10", who must
indicate that he or she is on air and receiving clearly.
(6)
-
"This is Mike 10, send." - means "I am receiving you. What is the
instruction?"
-
Dispatcher now gives the message: "Proceed to 36 Du Plooy Street housebreaking in progress."014 A”. Complaint codes must be used
to ensure professionalism on the radio at all times and to eliminate
misunderstanding.
-
The member in the vehicle answers: "Roger” or “Received” “36 Du
Plooy Street - housebreaking in progress - out." This means that the
message was received and understood.
-
If the message was not understood, the receiver must say: "I did not
copy the message” or "Repeat address".
Lengthy reports must be interrupted frequently to clear the air for urgent
messages from other vehicles and to enable the dispatcher to confirm that
the report is still being received.
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Standing Order (General) 259
12.
13.
Rapid Response Services and Radio Equipped Vehicles
(7)
If a vehicle is waiting to transmit an urgent report during a pause, the
vehicle must call the dispatcher, like Control Mike or “M10 urgent”.
(8)
Unnecessary conversations, uncalled for remarks, arguments, sarcasm,
threats, insults, offensive or indecent language must not be used on air.
Relief commanders must take immediate action against any member who
renders himself or herself guilty of such conduct.
(9)
If it is necessary for a vehicle to come into radio communication with
another vehicle, this must not be done directly but through the dispatcher
in order to be given permission to proceed on the same channel or be
referred to a non operational channel.
(10)
The dispatcher, irrespective of rank, must maintain radio discipline and
conduct this important task in a professional manner.
Circulation of crime related information
(1)
Particulars of all crimes reported to a 10111 Call Centre that require
investigation, must be broadcast to the crew of the vehicle which must carry
out the investigation, and if necessary, to all other vehicles that are in radio
contact for general information, depending on the nature and circumstances
of the case.
(2)
Particulars of stolen vehicles or property or missing persons reported
directly to a 10111 Call Centre, must be all point broadcast (APB)
immediately.
Reports of serious crime
(1)
If a serious crime is reported directly to a 10111 Call Centre and a radioequipped vehicle has attended the scene of the crime and has confirmed
the incident, the Commander in charge of the 10111 Call Centre must
immediately be informed of the incident.
(2)
The Commander in charge of the 10111 Call Centre must inform the –
(a)
relevant specialised unit of the incident and record the particulars of
the person to whom the message was conveyed and the time it was
done ; and
(b)
police station that is responsible for the area in which the incident
occurred of the incident and record the particulars of the person to
whom the message was conveyed, the time it was done and the OB
entry number referred to in subparagraph (3).
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Standing Order (General) 259
(3)
14.
15.
Rapid Response Services and Radio Equipped Vehicles
The Commander of the Community Service Centre at the station that is
informed of the incident must make an OB entry in which he or she records
the report and the steps taken with regard thereto and must provide the
Commander in charge of the 10111 Call Centre with the number of the OB
entry.
Information to the media
(1)
If an enquiry by the media concerning crime, police action and activities,
riots, demonstrations, sabotage or other police matters is received, the
person making the enquiry must be politely referred to the designated
officer in accordance with SO 156.
(2)
The member receiving the enquiry may not furnish information to the media
and must guard against being persuaded by the media to divulge
information.
Utilization of radio-equipped vehicles
(1)
Commanders of 10111 Call Centres must ensure that radio-equipped
vehicles that are booked on air are fully utilised.
(2)
A radio-equipped vehicle must not be used on duties where the radio serves
no useful purpose. In this case, the transfer of the radio equipment to
another vehicle must be considered.
(3)
When a radio-equipped vehicle becomes permanently unserviceable, the
officer in charge of radio equipment must arrange with the nearest Radio
Technical Unit for the removal of the radio equipment from the
unserviceable vehicle and the re-installation thereof in the vehicle replacing
the unserviceable one: Provided that the replacement vehicle is used for the
same purpose as that for which the unserviceable vehicle was used. The
provincial Supply Chain Management must be advised of such an
installation.
(4)
If a vehicle is sent to a garage for extensive repairs, the officer in charge of
equipment must make the necessary arrangements with the local Radio
Technical Unit for the radio set and other equipment such as sirens, blue
lights and gizwags to be removed and stored pending re-installation. If such
a vehicle is sent to a private garage after it has been taken to a police
garage, it is the responsibility of the member in charge of that garage to
ensure that this is done and to notify the Commander of the relevant 10111
Call Centre.
(5)
Only the local Radio Technical Unit may install in or remove radio
equipment, blue lights, gizwags or sirens from a radio-equipped vehicle.
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Standing Order (General) 259
16.
Rapid Response Services and Radio Equipped Vehicles
(6)
A radio-equipped vehicle must always be maintained in perfect running
order. When not in use, it must be locked and parked in a specified place
with the radio switched off, the tank filled with fuel and ready for use. The
keys must be kept as directed by the relevant regulation or instruction.
(7)
If a radio-equipped vehicle is booked out for duty or when it is taken over by
one driver from another, the vehicle and the radio equipment must be
thoroughly checked by the driver receiving the vehicle. The driver must call
the relevant 10111 Call Centre and report on air. He or she must furnish the
dispatcher with the call sign of the vehicle.
(8)
The driver of a radio-equipped vehicle must take reasonable care of the
vehicle and whenever possible, ensure that everything is in order. He or
she is responsible for the safety of the vehicle and must take all reasonable
steps to ensure the maintenance of the vehicle and its radio equipment. He
or she must switch on the radio and keep it switched on as long as there is
a member in the vehicle to receive messages, information and instructions.
(9)
If circumstances are such that it would be undesirable to keep the radio
switched on, the driver must report to the dispatcher that he or she is going
off air and give the reasons therefor. If necessary, a telephone number must
be supplied at which the driver may be contacted if such number is
available.
(10)
If all members of the crew leave a vehicle, the radio installed in the vehicle
must be switched off and the vehicle parked and locked.
(11)
If the task for which the radio was switched off, has been completed, the
driver must immediately switch on the radio and call the relevant 10111 Call
Centre to report on air.
Radio-equipped vehicles allocated to police stations
(1)
If it is necessary for a station to give instructions to the crew of a radioequipped vehicle, allocated to that police station, while the vehicle is
booked out for duty, the instructions must be conveyed to the crew by radio.
(2)
The crew may not be summoned to the station for this purpose unless there
is a sound reason for doing so. If it is necessary to call a vehicle to its
station, an entry must be made in the station OB giving the reason therefor.
The OB entry number must be furnished to that 10111 Call Centre for
endorsement on the relevant form.
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Standing Order (General) 259
17.
18.
19.
Rapid Response Services and Radio Equipped Vehicles
(3)
The crew of a radio-equipped vehicle may not be instructed to return to the
station at fixed intervals with the sole object of receiving instructions. Any
irregularity in this respect must be reported by the relief commander to the
Commander of the relevant 10111 Call Centre.
(4)
Under normal circumstances, a radio-equipped vehicle at a police station
must only be used for the performance of police duties and the investigation
of crime in the station area.
Radio-equipped vehicles allocated to 10111 call centres and
Flying Squad
(1)
The crew of the radio-equipped vehicles must concentrate on the
prevention, combating and initial investigation of serious crime, riots and
violence and rendering assistance in cases of a serious and urgent nature
which cannot speedily be dealt with by the local police station.
(2)
All call centre Commanders must ensure that vehicles are appropriately
posted to ensure the optimal utilization of the available resources, taking
into account any specific directives that may have been issued by the
Provincial Commissioner.
Radio-equipped vehicles allocated to specialized units
(1)
Radio-equipped vehicles allocated to specialized units enable the crew of
such vehicles to be in radio communication with the crew of other vehicles
of that unit while they carry out special duties and to call for assistance if
that should become necessary.
(2)
Such vehicles and their crew may also be used to combat crime in general,
in addition to performing the special duties assigned to them, and must
attend a scene of crime, if they are in the immediate vicinity thereof and
another radio-equipped vehicle is unable to reach the scene immediately.
(3)
Fixed call signs for vehicles and identified members may be allocated,
subject to the approval of the provincial commissioner or an officer
designated by him or her.
Managing damages to radio-equipped vehicles and their radio
equipment
(1)
If a radio-equipped vehicle is involved in a collision, this must immediately
be reported to the dispatcher. A brief report mentioning the time, place and
circumstances will be sufficient. The driver and crew must render all
possible assistance to the investigator at the scene of the collision in
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Standing Order (General) 259
Rapid Response Services and Radio Equipped Vehicles
accordance with Chapter 12 of National Instruction 4 of 2011 (State
Vehicles).
20.
21.
(2)
If a radio-equipped vehicle or its radio equipment is damaged other than in
a collision, the driver must immediately report the incident to the dispatcher
by radio, telephone or messenger. The driver must as soon as possible
thereafter, submit a written report on the damage to his or her Commander.
(3)
To prevent damage to radio sets, water must be kept away from the sets
when vehicles are cleaned. No tools or other objects must be left lying near
the radio set. If a radio does not function properly, it must, without delay, be
checked by a radio technician to prevent further damage. The battery
terminals of a radio-equipped vehicle must be serviced and cleaned
regularly to ensure that they are in excellent condition and that the battery
is fully charged and properly secured in the battery stand.
(4)
Volume controls must be toned down sufficiently so as to avoid radio
conversations from being heard outside the vehicle. The squelch must be
appropriately adjusted so that it does not hamper air traffic or shut out the
transmitters of other vehicles.
Adherence to speed limits
(1)
Radio-equipped vehicles may not exceed the speed limit while on ordinary
patrols to enable the crew to observe what is happening around them.
Drivers must at all times adhere to road traffic laws and regulations.
(2)
In a serious and urgent case, in which it is necessary to exceed the speed
limit, the utmost caution must be exercised and the lives of the crew or other
road users, must not be endangered. The object must always be to reach
the destination safely.
Supervision
(1)
The senior member on duty in a vehicle is in command and is responsible
for the conduct of all members posted therein.
(2)
All radio messages to or from a vehicle are intended for or made on behalf
of the senior member.
(3)
Members posted to radio-equipped vehicles may be visited by relief
commanders, as in the case of members on beat and patrol duty. During
such a visit the relief commander must make a cursory inspection of the
vehicle to ensure that everything is in order.
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Standing Order (General) 259
22.
23
Rapid Response Services and Radio Equipped Vehicles
(4)
A radio-equipped vehicle must not be summoned for purposes of visiting the
crew. The relief commander must visit members where they are busy
attending to complaints or investigating cases so that he may also give
guidance and advice.
(5)
The relief commander must always be familiar with the volume and nature
of work assigned to the crew of each vehicle and must, when circumstances
demand, instruct the crew of vehicles from components within the station,
that are not busy with complaints or investigations, to assist.
Command and control
(1)
The relief commander must exercise proper command and control over
radio equipped vehicles.
(2)
Radio equipped vehicles under the supervision of a relief commander may
not be withdrawn from areas or sectors without his or her consent so that he
can be able to notify the dispatchers accordingly.
(3)
The relief commander must exercise command and control over the Call
Centre. He or she must maintain strict discipline within the call centre,
which includes ensuring that —
(a)
cellular phones switched off in the call centre;
(b)
noise levels in the call centre is kept at acceptable levels; and
(c)
where reasonably possible, the consumption of food and drinking
refreshment do not take place in the call centre (he or she must
designate areas for this purpose).
Compliance
A contravention of any instruction emanating from this standing order will be dealt
with in terms of the relevant SAPS Discipline Regulations.
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