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Newport News Police Department - Administrative Manual
ADM-420 - ALTERNATIVE RESPONSES
[Communications 6.29]
Amends/Supersedes: ADM-420 (04/24/2019) Date of Issue: 01/09/2023
I. GENERAL
A. When a call for service fits the criteria for an alternative response, it shall be the responsibility of the
patrol and Communications Division supervisors to monitor calls for service to determine whether the
correct responses are occurring and ensure that public safety and welfare remain first in any decision
made on whether to dispatch an officer.
B. An officer responding to a call for service, or conducting a follow-up to an alternative response
measure, should not refer a citizen to the telephone reporting system instead of working the call or
report.
C. For purposes of this policy, the term “alternative response” is defined as a call for service fitting the
set policy criteria that are either referred to another agency or organization by the call taker (in most
instances, personnel from the Communications Division, Precincts, or Records Unit), handled as a
telephone report, an online report treated as a deferred call, or handled in a manner other than the
dispatch of a police officer.
II. PROCEDURE - CALL REFERRAL/DEFERRED DISPATCH
A. Procedure
1. Upon receiving a call fitting the set criteria, the call taker shall employ professionalism,
compassion, and diplomacy in responding to the complainant. When the complainant is referred
to another organization, every effort shall be made to ensure that any reference number given to
the complainant is accurate. The complainant will not be referred to another organization without
providing valid contact information.
a. If the caller does not accept the alternative response method, the call taker will notify a
supervisor and/or contact a police supervisor in the precinct where the offense occurred to
resolve the situation. It is at the discretion of the police supervisor if an officer will be
dispatched in response to the call.
NOTE: An officer should not be dispatched unless there is a potential that the situation will
escalate into violence or property damage.
2. Any call for service requiring priority police and/or fire response to prevent injury or loss of life
will be referred to the 911 Center and dispatched.
3. If a call meeting the criteria for an alternative response is dispatched, the patrol supervisors have
the responsibility to monitor the police radio and intercept the dispatch. The supervisor shall:
a. Contact the Communications Division for the caller’s contact number;
b. Call the complainant and explain the department’s policy;
c. Evaluate the complainant’s circumstances and make a final determination on whether to
dispatch an officer.
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