MEMBERS: Register | Login

More reports of 9-1-1 calls going unanswered surface

Submitted by WWAY on Tue, 10/06/2009 - 5:53pm.READ MORE:

News

Other reports of 9-1-1 calls going unanswered begin to surface

After a group of people said they had trouble contacting 9-1-1 to report a fire over the weekend, another woman says they're not alone. Tonya Gore says her calls to 9-1-1 were a matter of life and death, but on more than one occasion the phone just kept ringing. Gore says twice last month her unanswered calls nearly cost her husband his life. Her husband suffers from the lung disease COPD. Last month she called 9-1-1 when he was having difficulty breathing. “It took at least five calls to get anybody to answer. My mom was actually on a land line phone trying at the same time,” Gore said. A few weeks later it happened again. This time Gore says it took more than 10 calls before someone answered. “My husband was turning blue by the time the paramedics got there because of having to call so many times.” Tuesday we tried to call 9-1-1 administration for answers, and it took a while before they returned our calls, too. 9-1-1 communications manager Debora Cottle says unanswered calls are often the result of the system being flooded with calls. “If you do run into that situation where 9-1-1 does not answer, if you know the seven digit number, call the seven digit number, if not dial 0, get your operator and let them know that you've tried to dial 9-1-1 and it's not getting through and you need assistance and have them try to connect you.” In New Hanover County the seven digit number is 452-6120. She also says operators will call back any hang-ups. Cottle urges people not to give up calling 9-1-1 if they are in an emergency. Those calls get priority. “Our non emergency numbers roll over, so if the first number is busy it automatically rolls over to the second. The same thing happens to our twelve 9-1-1 lines.” But Gore is worried that waiting for a 9-1-1 operator to answer could cost someone their life. “Makes me feel like people don't care, I mean somebody could die because of that situation, it's heartless.” As we told you yesterday, a group of neighbors near Monkey Junction said they had trouble getting through to 9-1-1 operators over the weekend. Emergency Management Director Warren Lee told us he is investigating that situation, but would not comment further until he can interview the operators who were on duty.

Disclaimer: Comments posted on this, or any story are opinions of those people posting them, and not the views or opinions of WWAY NewsChannel 3, its management or employees. You can view our comment policy here.

Add new comment

Adding to it

Submitted by guesty on Wed, 10/07/2009 - 10:19am.

From the story:"“It took at least five calls to get anybody to answer. My mom was actually on a land line phone trying at the same time,” Gore said. So these two were trying to call in the same call at the same time. Why? Just another example of flooding the call center. Between the two of them they made at least 5 calls to 911.

Get off of myspace and facebook while working

Submitted by GuestGrr (not verified) on Wed, 10/07/2009 - 3:15pm.

Wow.. Look at the 911 operators getting ticked off on here.... I don't think anyone has slammed your actions.. I think the point is, that if calls aren't answered, there aren't enough of you.... To bring fact to the light though... (technically) Two people call into 911 at the same time... Neither caller gets their calls answered.. a)The phones are ringing and not busy toned.. This means that you DO have enough phone lines coming in... (You all do have a massive ammount of lines and redundancy...) b)The calls that are ringing are not answered.. That means... There is NOT enough 911 operators to handle volume... c)It does NOT mean you are doing a poor job (Although I would have checked with my supervisors before posting to a media outlet site...) It simply means there are not enough operators to handle call volume... That's it...

9-1-1

Submitted by RB (not verified) on Sat, 10/17/2009 - 7:49am.

9-1-1 lines do not utilize a busy signal like regular phone lines. Most systems are designed to continue to ring until answered and if the eqipment is set up it should answer in the order received. This is a nation wide problem and not just in your area. Depending on the area, the 9-1-1 lines get flooded all the time. A lot of it due to the amount of cellular phones that are out there. Everyone calls in every time they see a car accident or fire or suspicious incident. Where years ago you would have received only a couple calls on a vehicle accident you are now receiving 20 or more on the same incident. There isn't a dispatch center anywhere in the world that doesn't need more employees. For now the 9-1-1 dispatchers are hopefully doing the best job they can with the equipment and training they have. I have spent 22 years working in a 9-1-1 dispatch center and have seen a lot of changes and know that there is a lot more changes to come.

Are you willing to have your

Submitted by Guest1234567 (not verified) on Wed, 10/07/2009 - 4:39pm.

Are you willing to have your taxes raised in order for the county to hire more operators?

Absolutely

Submitted by GuestGrrr (not verified) on Wed, 10/07/2009 - 8:31pm.

If raising tax dollars to hire more operators to save lives needs a hes.. Then heck yes..... I'll pay an extra few dollars per year for a few more operators... (Even though 911 operators reportedly don't follow procedure... According to Mr. Lee)

You wouldn't have to

Submitted by Guest757 (not verified) on Wed, 10/07/2009 - 5:14pm.

You wouldn't have to increase taxes. Just stop wasting money..

Pressure Cooker

Submitted by Guest1234 (not verified) on Wed, 10/07/2009 - 8:45am.

I would like to commend those working the 911 center. I could not imagine on a daily basis answering these numerous calls, the split second decisions and the amount of stress they are under every day.As the media has taken an incident that has happened in a once in a million time and blown it out of proportion. These trained individuals know their jobs, a job that many would not and will not do.These people take this on and of the thousands of calls that go through will answer every time. The county and everyone else should take advice from the dispathchers CALM DOWN!

emergency calls

Submitted by emergency (not verified) on Wed, 10/07/2009 - 8:13am.

The other day, coincidentally, at Monkey Junction, there was a car accident.There were possible injuries. We called 911 and after 8 rings, the 911 operator informed us we needed to call the highway patrol. She gave us an 800 number, which is hard to remember in a stressful time, especially on the side of the road without a pencil and paper handy. We did call the 800 number though, and an answering systems comes on starting with.... if this is an emergency press 1. Well that beats all I ever heard. It took well over 15 minutes to get an ambulance, and even longer for a policeman. The people could have died. Honestly, the ambulance is less than 3/4 mile from where we were. Now that I think about it, we should have driven there ourselves.

hmmm

Submitted by ALEXANDER (not verified) on Wed, 10/07/2009 - 12:30pm.

first off the 911 dispatchers HAVE to transfer your call regarding a car accident in the COUNTY to HIGHWAY PATROL THEY are the ONLY ones that can take a report. maybe you people who dont know all this....need to GET THE FACTS before you cry and whine about something that WAS taken care of, and maybe if the county had more money to buy more ambulances.... they would have gotten there a lot sooner. you cannot get mad and blame the dispatchers. cmon get real. and also IF you WOULD HAVE CALLED THE 911 LINE, YOU WOULD HAVE BEEN TRANSFERED TO HIGH WAY PATROL, AND THE SWEET DISPATCHERS PRESS THE BUTTON FOR YOU TO TALK WITH THE DISPATCHER. THEY WOULD HAVE NOT GIVEN YOU A NUMBER. GET YOUR FACTS STRIGHT BEFORE YOU COMMENT.

to alexander

Submitted by calling911 (not verified) on Thu, 10/08/2009 - 10:33am.

For the record, we DID call 911. Our call was not transferred, but we were given a number to the HP , as I stated. Please don't try and tell me that the 911 center cannot have an ambulance dispatched to an automobile accident with injuries. That is ridiculous and no one in their right mind would believe that. There were several ambulances available, so it is not a matter of not having enough ambulances. I have driven past many , many wrecks in my day where the sheriff department has responded. There are not that many highway patrol vehicles in town to respond to accidents. It may take longer. If 911 can call an ambulance, a fire truck, a city police, and a sheriff, then why can't they call the highway patrol? I would think adding their phone number to the list would be as simple as typing it in.

so let me get this straight...

Submitted by Guest-of-the-day (not verified) on Wed, 10/07/2009 - 5:09pm.

You're saying that what emergency is a lie, that he fabricated that whole thing? With all the insults and abuse I just read, I'd hate to see how you'd handle an actual emergency call...

... "911 communications ...

Submitted by Guest911 (not verified) on Tue, 10/06/2009 - 10:25pm.

... "911 communications ... can you please hold"

Well this is still one of

Submitted by Guest911 (not verified) on Tue, 10/06/2009 - 10:23pm.

Well this is still one of the greatest countries in the world where you can call a number when something bad is happening and SOMEONE is going to SHOW UP ...Eventually...

911 center

Submitted by 911fanatic (not verified) on Tue, 10/06/2009 - 8:12pm.

I think the 911 center is doing an absolute excellent job with the resources they have....if people want to complain about not getting through then then why don't they donate some money to hire more dispatchers and get more lines...they do a great job and your bashing them for it.

Because any money we donate

Submitted by Guest365874 (not verified) on Wed, 10/07/2009 - 1:20pm.

Because any money we donate would be sucked up by the leaches we call government. We would all be broke and in the same boat still.

All I see are excuses for it

Submitted by Guest432 (not verified) on Tue, 10/06/2009 - 7:24pm.

All I see are excuses for it taking so many calls and staying on the line to get someone if you are lucky. Since the numbers are posted lets go back to the method we use to use, bypass 911 because it always worked.

Oh for Pete's Sake

Submitted by Guestandyouwontbelieveit (not verified) on Wed, 10/07/2009 - 4:48pm.

Do you honestly still think that Andy Griffith and Barney Fife still patrol the street too? Give me a break. The numbers that are posted don't do any good as far as getting a field unit to your call for service. Everything and anything that needs the response of a fire truck, ambulance or law enforcement vehicle comes strictly through the communications center. People that work in 911 are human and are apt to make mistakes, but seriously to assume that all 50 plus people are doing a horrible job is just completely unfair. Ok. We get it, you don't like public servants. Fine. Many people will probably agree with you, but not me. I can empathize with these folks. High stress, long hours, a lot of time spent from home (i.e. kids, spouses...) and what do you honestly care? When's the last time you thanked a 911 operator? Probably never have because there are SO few of them. I really would implore you and your ilk to really take a look at the comments made and tell me what motivation, NOW, do they have to be proud of, yet another example, of a thankless job.

Hold the phone.....

Submitted by 911 Veteran (not verified) on Tue, 10/06/2009 - 6:22pm.

Yes, I am a 911 operator. I'll get that out right up front. I would like to offer an additional perspective on this issue. Please know that ALL calls are important to us. It is our policy to call ALL 911 hangups back. If you call 911 and hang up after 3 rings, we are required to call you back. In that time, you may have already called back and are speaking with another operator, so then there are TWO operators tied up trying to get the same information from the same person. PLEASE, folks, if you call 911, DO NOT HANG UP. We WILL get to you. You also need to know that your call goes through the phone system, and while you may hear 3 rings on your end, we only hear 1. Everybody has cell phones these days. That means that people are constantly calling 911, sometimes for true emergencies but frequently for things that are not at all emergent. PLEASE, folks, leave 911 for life-threatening emergencies! Medical emergencies, fires, heated domestic disputes, someone with a weapon - YES. CALL 911! But don't call 911 because your neighbor's dog is barking at 10 p.m. Yes, I realize it's irritating to hear the dog bark, but it's not an emergency! Don't call 911 because your power is out. Call your electricity provider. Don't call 911 to get directions to the restaurant where you're meeting friends for dinner. Yes, each of these and more have happened in the 911 center. I've worked in the 911 center for more than 10 years. I've seen many changes to the services that 911 can offer. Obviously, I love my job because I'm still there. Know that if you need us, we ARE there and we WILL do everything in our power to assist you. We serve fire, EMS, and all law agencies in this county. We are not fully staffed at times, and that means it may take an extra ring or two to get someone to answer, but I assure you that SOMEONE WILL ANSWER. If you call 911 and hang up, we HAVE to call you back, so when you call and hang up and then call back, you have taken two of us out of service. Please call the non-emergency number for ANYTHING THAT IS NOT A LIFE-THREATENING EMERGENCY. Leave the 911 lines for those who truly need them. Try to keep other things in mind as well. If you see an accident happen, know that you and everyone else around you with a cell phone are calling to tell us about it and we do appreciate it. But there's 10 or more of you calling the same information in, and we usualy average about 7 calltakers per shift. Not only are those operators taking calls from the public, but they are also responsible for dispatching for any of the various consoles they may be working. You may be calling in to tell us about a traffic accident, and the operator who is on the phone with you also has to dispatch for EMS or Fire or one of the law channels. Those channels are also busy, and we can't stop dispatch while we take phone calls. We have to do it all! Please be patient with us, and know that we care. We would not be in this job if we didn't. I love serving the citizens of Wilmington, New Hanover county, and our beaches. I love my job. I actually love getting up each morning and spending 12-hours days at work. Please try to understand the other side of this issue. NONE of us, not ONE of us, wants anyone to be harmed, sick, or injured.

I'll get it out up front

Submitted by formerparamedic (not verified) on Wed, 10/07/2009 - 10:14am.

I'll get it out up front that I used to be a volunteer NC certified Paramedic--but I'm not here to pick sides... Regarding the advice to call the non-emergency numbers--I have done that in the past, and what was I told? "Call 911 if you need someone dispatched." As far as I know, the people answering non-emergency numbers don't the capability to dispatch any resources to the caller...

volunteers?

Submitted by Guest9999 (not verified) on Wed, 10/07/2009 - 9:34am.

Can anyone volunteer to help? Just wondering because so many people are out of work right now, myself included in a few weeks. I for one cannot sit home and do nothing while waiting for the economy to rebound. I plan to do something constructive with my time while laid-off. Besides not only looking for another job. That shouldn't take up to much of my time seeing as how there is NOTHING out there to apply to.

Primary links