Question No 492
Ms D Kohler-Barnard Democratic Alliance (DA) to ask the Minister of Police:
Whether the emergency response document has been finalised; if not, (a) why not and (b) when will it be finalised; if so, what are the relevant details?
Reply:
Yes.
(a) Not applicable.
(b) The emergency response service document has been finalised and a copy is attached.
Policy document 3/2006
Emergency response services: 10111 centres and flying squad
1. Purpose
To provide a uniform framework for the functioning of the emergency response services
2. Definitions
Unless the context indicates otherwise, the terms in this policy mean the following:
(a) Emergency response services - the 10111 centre and the flying squad
(b) Employee - any person employed in the South African Police Service in terms of the South African Police Service Act or the Public Service Act
(c) Flying squad - the units performing activities and patrols with vehicles under the command and control of emergency response services
(d) Minor crime or complaint - all crimes that do not require priority attention and immediate response by the Flying Squad, but are primarily attended to by vehicles at police station level
(e) Priority crime - serious and violent crime
(f) Serious crime or complaint - all crimes that require the Flying Squad’s priority attention and immediate response
(g) 10111 centre - a formally established call centre that may serve more than one police station’s area.
3. Regulatory framework
(1) The emergency response services perform their functions within the ambit of
(a) The South African Police Service Act
(b) The Public Service Act, 1994 (Act No 103 of 1994)
(c) Standing Order (General) 259
(d) The National Instructions and Policies of the South African Police Service.
4. Roles and responsibilities
(1) At national level
(a) policies, uniform standards and procedures are developed and
monitored, among other things, regarding training needs, equipment, etc;
(b) assistance is rendered with the development of training programmes to develop the skills and knowledge of the employees of the Emergency Response Services; and
(c) continuous research is undertaken on local and international practices and developments.
(2) At provincial and area level
(a) The national policy, standards and procedures are implemented.
(3) At unit level
(a) The primary operational and organisational tasks of the Emergency
Response Services are planned and carried out;
(b) National policy, standards and procedures are implemented.
5. Functions
(1) The primary functions of the 10111 Centres are the following:
(a) Providing a 24 hours emergency telephone service to receive and process the required information pertaining to priority and other crimes that the public report to the Centre
(b) Dispatching the appropriate South African Police Service unit to promptly attend to complaints received at the centre
(c) Keeping a record of all complaints from the moment of receipt of the complaint until the complaint has been attended to by the appropriate South African Police Service (SAPS) unit.
(2) The secondary functions of the 10111 Centre include:
(a) Attending to general enquiries received at the centre
(b) Rendering assistance to all South African Police Service units such as the Special Task Force, Organised Crime, Air Wing and other role players such as the Fire Brigade, Ambulance Services, etc in high risk or emergency situations
(c) Processing radio enquiries received from radio equipped police vehicles (eg enquiries about suspicious vehicles, firearms, etc); and
(d) Serving as an early warning centre in hostage situations, major incidents or disasters by alerting and activating the various role players and coordinating their actions.
(3) The primary functions of the Flying Squad are:
(a) Responding rapidly to priority crimes in progress by:
(i) Attending to the complaint
(ii) Apprehending suspects
(iii) Limiting further possible danger to victims or other innocent bystanders, as well as damage to property.
(b) The stabilisation of the crime scene by:
(i) Obtaining statements and contact details from witnesses
(ii) Arresting the suspects
(iii) Protecting and securing the crime scene as prescribed in the Crime Scene Management Policy until it is handed over to the investigating officer or the relevant specialized unit
(iv) Taking the suspect to the nearest police station for the initial processing, thereafter the complaint is handed over to the responsible police station.
(c) Providing a back-up service to police stations and units in life threatening situations
(d) Conducting active visible policing and proactive crime prevention duties, although emphasis is put on attending to priority crimes.
(4) The secondary functions of the flying squad include:
(a) assistance to police stations when attending to minor complaints when it is possible, taking into consideration that attending to minor complaints is the primary responsibility of the station
(b) Serving as back-up and providing a rapid response service when major events such as elections and international conferences are policed
(c) Attending to major incidents
(d) Stabilising crime scenes
(e) Providing general assistance to the public.
6. Human resources management
(1) The minimum requirements for employment at the 10111 Centres are that the employee must:
(a) Be computer literate
(b) Not have any speech or hearing impediment
(c) Fit the competency profile as developed by the South African Police Service’s psychological services for 10111 centre employees
(d) Have successfully completed the 10111 call centre learning programme.
(2) Employees appointed in the flying squad must:
(a) Fit the competency profile as developed by the South African Police Service’s psychological services for flying squad employees
(b) Preferably have at least two years’ functional policing experience
(c) Have successfully completed the advanced defensive driving course within 12 months of appointment
(d) Have successfully completed the tactical level one and two training programmes
(e) Meet the required standards of fitness
((f) Attend a refresher tactical policing training programme at least once a year.
7. Evaluations and inspections
Regular evaluations and inspections must be conducted by provincial heads and unit commanders, provided that the provincial head must inspect each unit in his or her province at least once a year.
8. External role players
Sound working relationships must be established with external role players such as the Traffic Department, Ambulance Services, Fire Brigades and Municipal Police in line with normal procurement procedures, if applicable.
Implementation guide emergency response services: 10111 centres and flying squad
Implementation guide
Emergency response services: 10111 centres and flying squad
1. Background
(1) The Constitution of the Republic of South Africa, 1996 (Act No 108 of
1996, hereafter referred to as the Constitution), the South African Police Service Act, 1995 (Act No 68 of 1995) and the strategic plan of the South African Police give all members of the service a huge responsibility to commit themselves to creating a safe and secure environment for all people of South Africa and to protect their property, as well as to improve service delivery to meet the expectations of the community at large.
(2) The 10111 centre can be seen as the electronic front door for the rest of the organisation. Well equipped call centres with adequate, sufficiently trained employees and advanced technological equipment could support the total South African Police Service in our fight against crime. This could result in the decrease of crime in the long run. Not only can the South African Police Service benefit through the effective use of a 10111 centre, but also the community and the entire country.
(3) The flying squad further supports this environment by being used as an effective deterrent to crime, as well as serving as force multiplier to all police stations in its service area when priority/serious and violent crimes that require an immediate response, are in progress. It could also provide a back up for all the police stations in its service area, if the police station needs assistance in life-threatening circumstances.
(4) In view of the above it is clear that the 10111 centres and flying squad are essential links in the total process of effective policing in an effort to meet the needs and expectations of the community, as well as complying with our constitutional responsibility to ensure a safe and secure environment for all our inhabitants.
2. Description of terms
(a)Automatic Call Distribution (ACD0 ensures the even distribution and integration of calls received at the 10111 Centre and is used to manage the service levels of all those taking calls at the 10111 centre.
(b) Automatic Location Identification (ALI) enables the automatic location identification of the caller calling the 10111 centre.
(c) Automatic Number Identification (ANI) enables the automatic telephone number identification of the caller calling the 10111 Centre.
(d) Computer Telephone Integration (CTI) enables integration between the telephone system and the computer system used within the 10111 centre.
(e) Crime Administration System (CAS) is a computer system that provides for the capturing of information relating to complaints being reported to the 10111 centre, from the registering of the complaint to the conclusion of the complaint.
(f) Emergency Response Services Commander means a commander in command and control of an Emergency Response Services Unit that comprises a flying squad unit, a 10111 centre or both.
(g) Geographical Information System (GIS) is a computer system for managing geographic resources that can be represented on a map, such as farms, towns, street names, etc.
(h) Global Positioning System (GPS) is a satellite-based positioning system using a satellite constellation to determine the position and movements of radio-equipped vehicles.
(i) Integrated Systems Data Network (ISDN) is a line that supports the PABX to provide information with regard to the names and addresses of callers.
(j) Mobile Data System (MDA) is the system that provides an interface to Crime Administration System (CAS) and existing databases.
(k) Private Automatic Branch Exchange (PABX) means the telephone management system that deals with incoming, outgoing and internal calls.
(l) Voice logger is a digital recorder that has been configured to record all telephone and radio conversations in the 10111 Centre.
3. Responsibilities of emergency response services
(1) The responsibilities of the emergency response services are:
(a) The 10111 centre, as the first point of contact the public have with the Service when reporting a crime, receives the complaint and dispatches it to all radio-equipped vehicles to ensure a rapid response.
(b) The flying squad is primarily responsible for attending to priority crimes or complaints in progress, which includes crimes committed on the highways and byways. However, it may attend to minor crimes or complaints if time permits.
(2) The South African Police Service’s 10111 centres and flying squad units do not function as separate entities but as a combined unit and employees and resources allocated to them may, therefore, be interchangeable, e.g. qualifying flying squad members may be used within the 10111 centre, if and when the need arises.
4. Human resources management
(1) Requirements:
(a) Employees employed at the emergency response services must fulfil the minimum requirements as set out in the policy.
(b) Each employee must attend a refresher Tactical Policing Training Programme annually.
(2) Emergency Response Services Commanders must:
(a) Ensure that the operational flying squad members go for fitness tests as provided for in the relevant national instruction
(b) Keep accurate records of all fitness tests conducted by operational members.
(3) The psychometric evaluation tests used to determine the suitability of employees for placement within Emergency Response Services must be revised and validated from time to time.
(4) Recruitment and Selection; the following recruitment and selection process is to be followed with the employment of Public Service Act employees to perform functions within the 10111 centre.
Process of responsibility
Administrative process
Step 1: Consult with the provincial head: HRM and arrange for the processing of application forms received.
Emergency response services commander in cooperation with the Area Head: HRM:
Step 2: Select all candidates who fulfil the minimum requirements with due consideration of employment equity.
The Emergency Response Services Commander in cooperation with the Provincial Head: HRM
Step 3: Compile a long list Emergency Response Services Commander in cooperation with the Provincial Head: HRM.
Part 1: Assessment
Step 1: Determine a suitable date and arrange for:
* A tour of the 10111 centre by candidates who had been listed
* A venue for the completion of the self-assessment questionnaires by candidates who had been listed.
Emergency Response Services Commander in cooperation with the Provincial Head: HRM
Step 2: Inform all candidates who had been listed of the proposed date of the tour of the 10111 Centre and completion of the self-assessment questionnaire.
Provincial head: psychological services
Emergency Response Services Commander
STEP 3: Conduct a tour of the 10111 Centre; Emergency Response Services Commander
Step 4: Explain the selection and recruitment process to all candidates who had been selected before completion of the self-assessment questionnaires
Emergency Response Services Commander
Step 5: Let all candidates complete the self-assessment questionnaire to determine whether candidates are interested to continue with the application.
Emergency Response Services Commander
Step 6: Arrange for psychological evaluation of all candidates who expressed their willingness to continue with the application.
Emergency Response Services Commander in co-operation with the office of the Provincial Head: psychological services.
Step 7: Cognitive psychological evaluation is conducted by psychological services
Provincial Head: Psychological Services
Step 8: Compile a shortlist after the completion of the cognitive psychological evaluation.
Provincial Head: Psychological Services
Emergency Response Services Commander
Part 2: Assessment
Step 1: Determine a suitable date and arrange for a venue to conduct the final psychological evaluation of all candidates on the shortlist.
Emergency Response Services Commander in cooperation with the office of the Provincial Head: Psychological Services
Step 2: A psychological evaluation (personality assessment) is conducted by Psychological Services
Provincial Head: Psychological Services
Step 3: Compile a shortlist with due consideration of the psychological evaluation results and employment equity.
Provincial Head: Psychological Services
Emergency Response Services Commander
Part 3: Assessment
Step 1: Determine suitable dates for interviewing all short listed candidates and arrange for a suitable venue.
Emergency Response Services Commander in cooperation with the Provincial Head: HRM
Step 2: Inform short listed candidates of the date, time and venue of the interviews.
Emergency Response Services Commander in cooperation with the Provincial
Head: HRM.
Step 3: Establish a representative selection panel Emergency Response Services Commander in cooperation with the Provincial Head: HRM.
Step 4: Have all candidates complete the pre-developed work sample.
Emergency Response Services Commander in cooperation with the office of the Provincial Head: Psychological Services
Step 5: Conduct interviews with short listed candidates.
Selection panel
Step 6: Forward details of the recommended candidates to the Provincial Head: HRM to finalise recruitment process
Chairperson of the selection panel
Step 7: Arrange for in-service training/formal training of all the successful candidates.
Emergency Response Services Commanders
(5) Training and skills development:
Emergency Response Services at every level is responsible for:
(a) The identification of training needs and development of the individual skills of all employees to empower them to perform their functions with confidence and in a professional manner
(b) Regularly nominating employees to attend provincial or national training courses and skills development initiatives in accordance with the training and skills development programmes of the service
(c) Continuous assessment of all employees to ensure satisfactory service delivery
(d) Ensuring that all the managers in the Emergency Response Services, including commanders of Flying Squad units and 10111 Centres, are trained as initial trauma debriefers to debrief employees who are performing functions under stressful circumstances
(e) Ensuring that Flying Squad members attend regular shooting exercises, Tactical Refresher courses and Advanced Defensive Driving Training Programmes
(f) Proper record keeping of all training interventions attended at provincial and unit levels.
6. Psychological well-being of employees:
(a) As a result of the stressful environment in which functions are performed within Emergency Response Services, commanders, in cooperation with the helping professions and by way of Employee Assistance Programmes, must implement suitable measures to ensure the psychological well-being and safety of employees.
(b) Frequent trauma debriefing sessions must be arranged, specifically when employees were exposed to traumatic circumstances or stressful situations.
(c) Quarterly trauma debriefing sessions for all Emergency Response Services employees must be arranged with psychological services to ensure the well-being of all employees.
(d) Standby cellular numbers or contact details of the helping professions’ professionals must be exhibited at all 10111 Centres.
(e) If possible, a rest room must be available for all 10111 Centre employees to have rest breaks during shifts to reduce stress and provide for an environment conducive to effective service delivery.
5. Logistical needs
(1) Vehicles
(a) Capacity:
(i) As a result of the high risk and specialized nature of functions rendered by the Flying Squad, it is of the utmost importance that all vehicles and equipment should be of a high quality and suitable for the nature of duties that are performed by the Flying Squad.
(ii) The minimum requirements for operational vehicles used by the Emergency Response Services, Flying Squad is that it must be at least be a two litre or equivalent to a 16 valve, high performance vehicle.
(iii)In determining the most suitable vehicle to be used, the geographical location of the Flying Squad unit and type of terrain must be taken into consideration.
(iv) All high performance vehicles must be lifted with high-performance tyres to ensure the safety of the members.
(v) Emergency Response Services’ vehicles may not be used for other functions than the primary functions of Emergency Response Services without the prior consent of the relevant area or provincial commissioner.
(vi) Emergency Response Services’ vehicles may not be redistributed without prior consent by the relevant provincial commissioners after consultation with the Provincial Head: Crime Prevention and the Emergency Response Services commander at provincial level.
(b) Vehicle markings:
(i) National Instructions by Supply Chain Management with regard to the specific marking of vehicles must be strictly adhered to.
(ii) All vehicles allocated to emergency Response Services must be marked Flying Squad together with the name of the specific unit, for example Flying Squad Johannesburg
(c) Additional equipment such as reflection jackets, reflection tape, cones, etc must be kept in Flying Squad vehicles.
(2) Information technology/specialized equipment:
(a) The latest available equipment and technology must be obtained from Information and Systems Management, if possible.
(b) The following is ideally required to establish a 10111 Centre to its full capacity and to ensure service delivery:
(i) A Digital Private Automatic Branch Exchange (PABX) with the following functions:
(aa) An adequate telephone exchange infrastructure
(bb) Sufficient incoming lines through two exchanges in order to provide for the estimated number of calls
(ii) An Integrated System Data Network (ISDN) with the following software packages:
(aa) Automatic Call Distribution (ACD)
(bb) Automatic Number Identification (ANI)
(cc) Automatic Location Identification (ALI)
(dd) Computer Telephony Integration (CTI).
(iii) Separate analogue lines to serve as back up
(iv) Conference facilities to ensure effective communication
(v) Capability to identify frequent abusive or nuisance callers and the ability to queue such calls
(vi) Capability to identify previous callers or similar complaints to timeously make information available to the person taking the call
(vii) Intruder capabilities for the supervisor
(viii) An additional telephone for the radio dispatcher and supervisor to enable conferencing, if required
(ix) Adequate wall boards indicating the service level
(x) Individual headsets for each member performing functions in the 10111 Centre (those taking calls and dispatchers)
(xi) A Digital Trunking Radio System with the following functions:
(aa) Full provincial coverage
(bb) Direct communication with the supervisor, neighbouring Police Emergency Services and Local Emergency Services (such as Traffic, Ambulance Services, Fire Brigade)
(xii) Adequate Information Technology equipment, such as computers, screens and keyboards, as recommended in an approved work study investigation
(xiii) Two computer screens for the radio dispatcher (one to receive and dispatch complaints and one for the GPS facility)
(xiv) Mobile Data System (MDS) screen for the supervisor
(xv) Touch Screen facilities
(xvi) Printer for the supervisor
(xvii) Mapping that can provide for the following:
(aa) Provincial maps
(bb) Street names
(cc) Buildings and addresses
(xix) Geographical Information System (GIS)
(xx) Telephone Management System (TMS)
(xxi) Access to the following South African Police Service systems:
(aa) Business Intelligence (BI)
(bb) Crime Administration System (CAS)
(cc) Circulation Systems:
* Goods
* Firearms
* Vehicles
* Persons.
(dd) NATIS
(xxii) Mainframe link
(xxiii) Global Positioning System (GPS)
(xxiv) Voice logger
(xxv) Back-up power system/UPS
(xxvi) Customized furniture and suitable chairs
(xxvii) Air conditioning
(xxviii) Facsimile machine
(xxix) Email facilities.
(c) The general ergonomics and lay-out of the 10111 Centre must be conducive to efficient service delivery.
(d) Proper channels to immediately report faulty equipment must be in place and must be followed.
6. Access Control
The Emergency Response Services Commander must implement access control measures at all 10111 Centres in terms of the Control of Access to Public Premises and Vehicles Act, 1985 (Act 53 of 1985).
7. Budget
The Provincial Head: Emergency Response Services must communicate their budgetary needs to the Provincial Commissioner to take into consideration when he or she is allocating the provincial budget.
8. General Provisions
(1) Emergency Response Services Commanders must obtain information from the Crime Intelligence Gathering (CIG) structures at local level daily to enable the planning of constructive crime prevention activities and operations.
(2) All investigations for the establishment of 10111 Centres must be conducted by Provincial Management Services. Copies with recommendations pertaining to the investigation must be sent to the Heads: Police Emergency Services and Efficiency Services: Division: Crime Prevention for final approval.
(3) National Instructions and policies pertaining to donations, donations in kind or other services in terms of the technological environment must be complied with at all times.
Issued by: South African Police Service
3 August 2009
