Policy Chula Vista Police Department
803 Chula Vista PD Policy Manual
Assistive Call Taking
803.1 PURPOSE AND SCOPE
The purpose of this policy is to provide guidance for the use of Assistive Call Taking technology. 803.2 DEFINITIONS
Assistive Call Taking: (ACT) refers to technology used within an emergency communications center to support call takers during the intake of emergency and non-emergency calls for service.
This software may provide real-time transcription, automated prompts, decision-support tools, and data capture functions designed to enhance accuracy, consistency, and efficiency while the call taker maintains full control and responsibility for call handling. Assistive call taking software is intended to supplement, not to replace the judgment, training, and authority of communications personnel, and to improve the timely collection and documentation of critical information necessary for appropriate emergency response.
Computer-Aided Dispatch (CAD) system: A software platform used to receive, prioritize, document, and manage calls for service and to coordinate the deployment of police resources in real time. (CVPD Policy 802: Communication Operations)
Sensitive Technology: Any electronic device, software program, or hosted software solution owned or operated by the City that generates or collects Sensitive Personal Information, but which is not designed or intended to be used for surveillance. (CVPD Policy 604: Third-Party Video Feeds and Sensitive Technology & City of Chula Vista Policy 112-04, Privacy Protection and Technology Transparency Policy)
803.3 POLICY
Assistive Call Taking technology is classified as Sensitive Technology as defined by City of Chula Vista Policy 112-04, Privacy Protection and Technology Transparency Policy.
The use of Assistive Call Taking technology will be in strict accordance with all local, state and federal laws, and all provisions of the Chula Vista Police Department Manual. The remaining provisions of this policy were developed to adhere to the overarching intent of City of Chula Vista Policy 112-04, Privacy Protection and Technology Transparency Policy.
It is the policy of the Chula Vista Police Department to allow the use of Assistive Call Taking technology as a support tool for emergency communications personnel. Such technology shall be used solely to assist trained personnel in the intake, processing, and relay of emergency and non- emergency calls for service. Assistive Call Taking systems shall not replace dispatcher judgment, supervisory oversight, or established communications protocols. 803.4 ADMINISTRATION
All installation and maintenance of Assistive Call Taking software, as well as Assistive Call Taking data retention and access, shall be managed by the Chief of Police or their designee. The Chief of Copyright Lexipol, LLC 2026/02/26, All Rights Reserved. ***DRAFT*** Assistive Call Taking - 1 Published with permission by Chula Vista Police Department Chula Vista Police Department
Chula Vista PD Policy Manual
Assistive Call Taking
Police may assign other department members under their command to assist in the administration of day-to-day operation of the Assistive Call Taking software. 803.5 OPERATIONS
All Assistive Call Taking users shall access the Assistive Call Taking system utilizing individual credentials assigned by the Chula Vista Police Department or its automated systems. All access and use of the Assistive Call Taking system is logged and subject to audit at the discretion of the Chula Vista Police Department or other lawful authority.
Use of the Assistive Call Taking system is restricted to the purposes outlined below. Department members shall not use or allow others to use the equipment or database records for any unauthorized purpose (Civil Code § 1798.90.51; Civil Code § 1798.90.53). (a) Assistive Call Taking software shall only be used for official law enforcement business. (b) Use of any Assistive Call Taking technology for mutual aid assistance must adhere to CVPD policy 352 "Outside Agency Assistance".
803.6 PROHIBITED USE OF ASSISTIVE CALL TAKING SYSTEMS
The Assistive Call Taking consolidates information derived from calls made to the Chula Vista Police Department Communications Center but does not independently collect, retain, or store data, except for maintaining audit logs that document user access and the features utilized.
The Assistive Call Taking software enhances situational awareness and supports faster, more accurate operational decision-making and response. Department personnel may only access and use the Assistive Call Taking system for official and legitimate law enforcement purposes consistent with this policy.
The following uses of the Assistive Call Taking system are specifically prohibited:
803.6.1 INVASION OF PRIVACY
Except when done pursuant to a court order such as a search warrant, it is a violation of this policy to utilize the Assistive Call Taking system as an invasion of privacy. Personnel shall not arbitrarily collect Assistive Call Taking data beyond a legitimate law enforcement purpose. 803.6.2 HARASSMENT OR INTIMIDATION
It is a violation of this policy to use the Assistive Call Taking system to harass and/or intimidate any individual or group.
803.6.3 USE BASED ON A PROTECTED CLASS OR CHARACTERISTIC It is a violation of this policy to use the Assistive Call Taking system or associated data solely based on the race, gender, religion, political affiliation, nationality, ethnicity, sexual orientation, disability, or other legally protected classification of any person or group.
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Chula Vista PD Policy Manual
Assistive Call Taking
803.6.4 PERSONAL USE
It is a violation of this policy to use the Assistive Call Taking system or associated data for any personal purpose.
803.6.5 VIOLATION OF FIRST AMENDMENT RIGHTS
It is a violation of this policy to use the Assistive Call Taking system or associated data for the purpose or intended effect of unlawfully infringing upon the First Amendment rights of any person or group.
803.6.6 IMMIGRATION ENFORCEMENT PURPOSES
Consistent with CVPD Policy 428 "Immigration Guidelines", members are prohibited from using any department resources for immigration enforcement purposes. 803.7 ACCOUNTABILITY
Records generated through assistive call-taking technology shall be retained, disclosed, and disposed of in accordance with applicable laws, department policy, and established records retention schedules. The use of assistive call-taking technology does not alter existing requirements related to public records, discovery, or evidentiary obligations. The department will be using the system's quality assurance tools to perform periodic review of use and access to ensure compliance with city and department policies on the proper use of city resources and information.
The system is compliant with CJIS (Criminal Justice Information Services). CJIS compliance requires agencies to safeguard the civil liberties of individuals and businesses and shield private and sensitive information. This compliance is essential to have access to this sensitive information.
803.8 TRAINING
The Police Communications Systems Manager shall ensure members receive department- approved training for those authorized to use or access the Assistive Call Taking system (Civil Code § 1798.90.51; Civil Code § 1798.90.53).
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