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Emergency management responds to questions about 9-1-1

This past weekend a group of neighbors in the Monkey Junction area say they could not reach 9-1-1 when trying to report a fire. County Emergency Services Director Warren Lee looked into the situation and says the 9-1-1 operators on duty during the fire did not follow the emergency management guidelines. Lee could not comment on the violations or disciplinary actions because it's a personnel matter, but says the matter was handled. Lee says New Hanover County residents can do their part to help 9-1-1 operations run smoothly. "We rank fifth in North Carolina in numbers of 9-1-1 calls that come into our center. On an average day we receive between 400 and 600 9-1-1 calls. There's a lot of traffic coming in here quite often we get calls from the citizens that are not true emergencies," said Lee. Some of the most common non emergency 9-1-1 calls include, animal control problems, traffic issues, electric and water shut-offs, and no trash pick-ups. Lee says if you're not sure if the situation is an emergency, try calling 2-1-1 first. That's the county's general information line. Lee says he's also looking into our report yesterday of a woman who twice had problems reaching 9-1-1 to help her husband. He urged 9-1-1 callers to let the phone continue to ring, rather than hanging up. A 9-1-1 operator will be with you as quickly as possible.

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I imagine that many people would love to see those Dispatchers fired. What would that get you? 6 fewer people answering phones.Nice.

interesting story worth reading

I was outside my home one day and noticed a sheriff had pulled a car over in our neighborhood about 2 doors down from me. They weren't there but a few minutes, and then the sheriff let the car go, and waved at us as he left. As soon as he rounded the bend, the car that he had pulled over, came directly to our house, and began a heated argument with us. We immediately called 911. We had never seen this person before. The sheriff who had just left could not possibly have gotten more than one mile down the road, if that. It was truly a matter of a minute or two later that we called. Now it seems to me all he had to do was turn around and come back, but it took 13 minutes for a sheriff to arrive at our house. We had already had a huge altercation with this stranger,and he left minutes before the sheriff got here. The sheriff had to pass this guys car on the way here, as we are on the only road out of the neighborhood. This makes no sense to me. I'm sure a lot of you will have a good defense, but I can't think of one. Just saying.....................

Any number of things

It's hard to tell what exactly has happened. The deputy may have pulled another vehicle over and had to issue a citation or that deputy could've been sent on another call. People need to understand that 911 is not like the elevator button and it's not like your ON-Demand channel on cable. You call it once, you say you want what you want and you get what you want. These field units have to drive are NOT at the county's beck and call, even though they try very very very hard to serve the citizens with the utmost respect and get to where they're being sent as soon as possible. So, since you can't think of anything other than yourself...oh wait, there's your answer to a good defense.

NHCO 911

The citizens of the area deserve to know what actions were taken to prevent this problem from occuring again. "It is handled" is not an appropriate response to such a public safety concern.

I am a 911 telecommunicator

I am a 911 telecommunicator in a county in NC, we have to follow certain protocols daily when answering and taking ALL calls into our center...if protocol was not followed, I'm sure the person(s) involved have been disciplined. But that is a personnel issue, so the general public and even the persons working in that center do not know what happened, unless the person(s)involved decide to tell them. Day in and day out we do our jobs to ensure the safety of the citizens and visitors to our communities. You can't imagine the number of calls that come through a 911 center when there is a house fire or a vehicle collision, so sometimes the phone lines can be jammed. But like the Emergency Management Director said..just stay on the line...your call will be answered..hanging up will just put you at the bottom of the quene.


I am familar with those protocols. I do not need an education about 911 as I also was a 911 telecommunicator for several years. While I understand personnel matters are not public, we can be told what procedures were violated and what action(s) has been taken to remedy this issue. Thanks.

No you don't.

No you don't get to know because that doesn't serve the county any better. Rest assured that matters have been handled, but as far as you getting all the juicy info, you don't get to have it. Sorry.