47 Comments → “911 dispatcher sued for slow police response”

1. 
   

   Stephanie Bolton
   

   Dec 20, 2005

   Please, I answer 911 calls and we do the best that we can do but we can not be put at fault because a woman has married and had children with a jerk. A great volume of out daily calls are all centered around women who hooked up with a bozo. Sure it can happen to anyone but the bulk of the victims live in the low income area, but hey blame it on a 911 operator, it’s easier that way.

2. May 26, 2006

   Operator treats 911 call as prank, woman dies - Homeland Stupidity
   
3. 
   

   Susan
   

   Dec 01, 2006

   Ah Ha, so finally we have found a very honest 911 operator here admitting and excusing the high statistics of alot of the dead women victims in the low income areas. This is an EXACT and PERFECT example of another normal response from another PREJUDICE, NEGLIGENT BOZO 911 Operator, just doing their job and admitting to it. This just proves that even a 911 caller is discriminated against because the caller is assumed to be from a low income area code or because they have hooked up with a bozo. How in the hell do you determined and prioritize someones LIFE like this, from the area code of the caller or the area code of where the police need to respond? Oh I get it. It must be from that Preschool 911 training hand book given to you at graduation where they forgot to tell you to apply alittle every day while on the job while your waiting for your next cigerette and coffee break. It direct and states to ALL 911 calls from girls that have hooked up with a bozo AND/OR if they are calling from a low income area code just disregard thier lives and assume, argue the fact and remain unconvinced if you please by the caller if the call for help is not an actual emergency and prioritize it so that it is responded to as low priority call and just let them die in hopes that some day the family on their own can find the body acceptable for an open casket. How do you 911 operators sleep at night? You 911 operators with this attitude and state of mind should be on trial along with the bozos for MURDER and be found guilty, with only the sentence of confiscating your positons just to rid you out of our stupid 911 system and get you off the job IMMEDIATELY.
   Who gives and promotes you the permission in your position to be able to place yourself in GODS position and decide, guess, assume and argue the fact on who shall live or who shall die? You claim to do your best, well its not good enough, No one is blaming the 911 operator here for the girl hooking up with a bozo, and no you do not need any type of a 911 operators certification to figure this one out, not even a high school diploma. ALL that is required here that dosnt require a certification of any type and we are all just normally born with and no we dont even need to inherit it, is just a little COMMON SENSE. There was a 911 call placed, Maybe it was routed to 411. Stop taking the time to look up those area codes and just respond by doing your so claimed job and send the damn help they request. All you have to do is type a response on a keyboard and send it. Is that so hard? If it is then your keyboard has become a lethal weapon. You act like you will incur an out of pocket expense or be descipline with a death sentence if you were to mis-prioritize a non emergency call, that payment is the responsibility of the caller if the call was to be that of a prank. Your job is to send response to any and all 911 calls if it is stated to be an emergency. You 911 operators cant play guessing games, assume or argue with the caller when some ones life is on the line. I understand you need to
   weed-feed out the prank calls but for gods sake use a little common sense. It is not the job of the caller to act or to be so or as convincing as they can be just to get an emergency response while you assume and or search your training guides to finalize and prioritize the nature of the 911 call. You 911 operators have got to stop drinking all that coffee at your desks and stop waiting for that next cigerette break and just type a few words into that keyboard.
   I,ll teach you: STEP 1. Type 911
   STEP 2. Hit ENTER
   So just sit back and practice this easy 2 STEP procedures that I have just taught you IF you are CAPABLE alittle each day while yor waiting for your next break. Youll find your breaks will start coming sooner then if you dialed 911 for help and waited for the so called 911 operator to determine, assume, argue and guess whether to send you help for your life. Because they are actually really the ones to decide on who lives or dies. And to any/all people if you are reading this comment. PLEASE BEWARE of 911 , Because dialing 911 could could kill you since these 911 operators hold you life in their hand. Also hope that you move out of a low income area code by the next time you really do need to call 911 . And to you 911 operators out there reding this comment, PLEASE IM BEGGING YOU Forget about that Preschooler 911 Operators Training handbook On How To Kill A 911 Caller ,try and block out that certification certificate on your wall because it will not be required, stop searching the area code of where my comment is coming from because I havent dialed 911. Try and apply this lesson a little each day, you will feel alot of your frustration and guilt of all your dead victims to cease. Then maybe we will argue, assume or eventually become convinced youve done your job! Dail 911 and DIE.
   What a waste of lIFE! Dec 1,2006. Some one who care who is on the the other end.
4. 
   

   AMANDA
   

   Dec 02, 2006

   OKAY FROM AN OUTSIDER LOOKING IN I DO BELEIVE THAT 9-11 DISPATCHERS DO TRY THEIR BEST TO SAVE LIVES AND IN SOME CASSES ARE SUCCESSFUL IN DOING SO…. HOWEVER I DO BELEIVE THAT MANY OF THOSE DISPATCHERS TAKE THEIR JOBS TO SERIOUSLY AND OTHERS NOT SERIOUS ENOUGH.. WITH THAT BEING SAID FOR THE ONES TAKING IT TO SERIOUSLY ARE TRYING TO SAVE A LIFE OVER A PHONE AND NOT SENDING THE PHYSICAL SUPPORT FORCES THAT US TAX PAYERS PUT MILLIONS OF DOLLARS INTO TO DO SO….. AND I BELEIVE THAT MANY TAKE THEIR JOB SO SERIOUS THAT THEY PROBEBLY TAKE THE FRIGHTENING PHONE CALLS THEY RECIEVE HOME WITH THEM DAILY,& WONDER IN MANY CASES IF THERE WAS ANYTHING ELSE THEY COULD HAVE DONE.. I KNOW I WOULD, SIMPLY FOR BEING HUMAN IT WOULD COME NATURAL TO INTAKE SOME BLAME… AND THATS SAD FOR YOU THAT DO BECAUSE YOU CAN’T POSSIBLY GET PAID ENOUGH TO HAVE THAT ON YOUR SHOULDERS. I AM AN ISIDER TO THIS STORY OF DEBATE OF WHO’S TO BLAME FOR THE DEATH OF LE-THU…IF I WERE IN A DISPATHCHERS POSITION, IT WOULD BE EASIER TO WONDER IF, JUST MAYBE THERE WAS ANYTHING ELSE I COULD OF DONE FOR THE VICTOM IN AN EMERGENCY, IF I KNEW THAT I DID ALL THAT I COULD TO HELP THE PERSON IN NEED.** I FEEL THAT IN THIS PARTICULAR CASE THAT WASN’T DONE. IN FACT I THINK THAT THE DISPATCHER DID NOT DO HER JOB BY ASSUMING THAT HER LIFE BEING IN THREAT WAS NOT AN EMERGENCY…. BECAUSE OF THAT SHE WILL ALWAYS GO HOME NOT WONDERING BUT KNOWING THAT THERE WAS ALOT MORE SHE COULD HAVE DONE. PEOPLE LOST SO MUCH WHEN LOSING HER YOUNG LIFE FROM SUCH A HORRIBLE CRIME OF PRE-MEDITATED MURDER. CAN YOU IMAGINE LOSING YOUR LIL GIRL RIGHT AFTER BEING SO PROUD OF HER FOR FINALLY LEAVING HER ABUSIVE BOYFRIEND. FOR THOSE OF YOU THAT ARE A VIRGIN TO ABUSE IN RELATIONSHIPS IT DOESN’T MATTER WHETHER IT BE VERBALL, MENTAL, OR PHYSICAL. IT IS VERY HARD TO OVERCOME AND GET OUT OF. THATS WHY HE KILLED HER BECAUSE HE LOST THE CONTROLL HE HAD TAKEN FROM HER INDEPENDENCE. IF WITNESSES SEE CRIMES BEING COMITTED AND DO NOTHING ABOUT IT WETHER IT BE BY CALLING AND REPORTING THE CRIME OR DOING WHAT THEY COULD WITHIN REASON…THE STATE HOLDS THEM ACOUNTABLE. WELL A WITNESS DID CALL AND REPORT THE CRIME BEING COMMITED AND THE 9-11 DISPATCHER DID NOTHING TO PREVENT IT. WHY NOT HOLD HER ACCOUNTABLE? NOT FOR HER DEATH BUT FOR NOT DOING WHAT SHE SHOULD OF…SENDING SOME HELP. I MEAN HOW DO YOU NOT TAKE A MAN JUMPING THROUGH A WINDOW OF A YOUNG LADY AND HER TRYING TO STILL DRIVE OFF AS AN EMERGENCY..OR LET ME GUESS ACCORDING TO ANOTHER 9-11 DISPATCHER THE MAJORITY OF INCOMMING CALLS ARE FROM LOW INCOME AREAS…SO THAT MUST BE NORMAL THERE? I DON’T THINK SO. I LOST A COUSIN BY BLOOD AND A BESTFRIEND BY BOND….BECAUSE HER LIFE WASN’T AN EMERGENCY! WHAT IF IT WAS YOUR DAUGHTER? WOULD YOU OF PUT THE CALL THROUGH AND QUOTED IT AN EMERGENCY? PROBEBLY SO. LE-THU I LOVE AND MISS YOU AND WERE FIGHTING FOR YOU AND YOUR RIGHTS AND ALSO FOR ANY OTHERS VICTOMS RIGHTS.. TO LIVE… LOVE… AND LEARN! R-I-P ALWAYS.
5. 
   

   Rebecca
   

   Dec 09, 2006

   Try working for 911. True, some are negligent (look at Detroit’s past 911 dispatchers) but we can only do so much with the information given. I work for 911, and I have had people yell at me for asking questions. In my agency, we get the address, find out whats going on, put in our D-Code (it tells the system how high of a priority it is, and then dispatchers send officers) then get details. You can’t blame your 911 operator for everything. If you call 911, and you don’t give any information…. whether it be medical, fire, or just general police help, we can’t help you. Sadly, the 911 system works in a way where you have to help your 911 operator help you. The woman I previously mentioned who yelled at me for asking questions, all she told me was that she wanted to bar her sister. Well, that’s fine and dandy, but I need to know exactly what’s going on. Is she fighting with someone? Is she assaulting someone? Is she just hanging outside not doing anything? I need details. This woman was angry that I asked what her sister was doing. Then she got really mad when I asked if her sister had any weapons. Point is, we need every detail we can get out of you. Even if you just call and say, “There’s a strange man in my house. I’m at 123 fake street,” and hang up, we can get help there immediately. You also have to factor in, some areas have procedures in place where cops cannot go lights & sirens. Which makes for slower response. Is that the dispatchers fault? No.

   “You 911 operators cant play guessing games, assume or argue with the caller when some ones life is on the line.” — Sometimes, we have to. When no exact information is given, we have to guess or assume. Though at my agency, we take EVERY call seriously, even if its a child on the phone saying “HAHAHA BITCH!!!” (which has happened before). We send officers out there. It’s a “Unknown 911 call” and at our agency, is a high priority.

   I cannot speak for other agencies. I can only speak for mine. If you are truely unhappy with how your agency handles a situation, call your non-emergency number, and ask to speak to the supervisor. If still unhappy, ask to speak to theirs. Go up the chain of command. If that doesn’t work, then I believe you have every right to do what means necessary to get the type of response you need.

   “From reading the transcripts it’s pretty clear that Price was attempting to ascertain the nature and severity of the threat, and could not conclude it was life-threatening. So I suspect that Duvall will lose her case. In Colorado, that means she would have to pay the defendant’s attorney’s fees as well, were she to lose.” — Perhaps their agency isn’t very capable of handling such a case. I’m not disagreeing with the actions taken, just saying in general that you cannot blame every 911 operator because of the mistakes of one. It’s sad how things ended, and I feel for the people involved.
6. 
   

   Marrisa
   

   Jan 03, 2007

   I believe that 911 dispatchers do what they can, but maybe more could take the situations more seriouslly. And even if a person lives in a low-income area they should still be helped as a higher class would be helped. I’m a sixteen year-old that would be considered in the middle class. But still theres enough income but not like I said the higher class. Everyones situations should be looked at as the same, not the classes their from. Sometimes people can’t help picking BOZOS, as put. Its not an intentional thing. When this becomes clear to people, they do their best to try to get away.
7. 
   

   Traci
   

   Jan 17, 2007

   The problem with some 911 operators is that they judge the situation as opposed to doing everything they can to obtain the necessary information and sending the police accordingly. Change your attitude and step up your level of service!!!!! If it is a child that is inaudible and you cannot ascertain what is going on…err on the side of caution and send the police on an unk police problem (most agencies it is a high priority) if the police get there and nothing is wrong then so be it! The argument that if I send the police and there really wasnt a problem and it tied up resources for someone else is RIDICULOUS! Deal with what is going on currently, not what may happen on the next call! People do not call the police because they are having a good day so chances are they are going to curse, be inaudible, ramble, etc..that is why WE (the 911 operators) are the proffessionals! STOP MAKING EXCUSES (most calls are pranks, non emergencies, etc) EXCUSES ARE TOOLS OF THE INCOMPETENT, THEY BUILD MONUMENTS OF NOTHINGNESS AND THOSE WHO USE THEM SELDOM AMOUNT TO ANYTHING ELSE!..(I am a 911 operator)
8. 
   

   Kasey
   

   Jan 31, 2007

   You cannot judge all 911 operators for the mistakes that a few have made. I have been a 911 dispatcher for 6 years and I can tell you from experience that all agencies “code” calls differently and every dispatcher at some time in their life will have to make a commen sense decision. We are all human and we make mistakes. The unfortunate thing is that when WE make mistakes, people usually either die, lose their homes, or other property. When the average person that has never taken a true emergency call of a mother on the other end screaming that her baby isn’t breathing or a father yelling because his children are still trapped in the burning house and he can’t get back in judges US because we didn’t do our jobs that’s just wrong. But when a “average” citizen stops at an accident scene and does CPR (that the dispatcher probably walked them through) saves someones life they are a hero. WE give the directions that enables you to save that person and no one ever knows because when we do good we are invisable, when we do wrong we are incompetent and shouldn’t be dispatchers. The next time you have an emergency and need the police, an ambulance, or the fire dept remember that the dispatcher can only go on the information that you provide. If you don’t know where you are how are we supposed to? In my dept we treat every 911 call as an emergency. We send the closest two cars to every emergency call even if it’s a hangup call. I pesonally go out to each school and teach children in the school when to call 911 and what to tell the dispatcher. You also have to remember that no 2 calls are the same and the dispatcher on the other end has to have some common sense and a lot of multi tasking skills. I know that they are not something that everyone has. My dispatch center is located at our sheriff’s office which is also the county jail. My title is Dispatcher/Corrections officer. This means that I am an accredited 911 dispatcher and a state certified corrections officer in charge of all movement inside and outside of my facility. If you have a problem with your 911 dispatchers in the area contact their supervisor and make complaints, maybe other people feel the same way but just don’t take the time to do anything to change it. If you still don’t like the way they do their jobs, take the test, fill out an application whatever you have to do in your area and become a dispatcher yourself. You will then see that we do not have a crystal ball to look into to know all the answers all the time. We do the best with what we have and sometimes it is not enough but the day you call 911 and the dispatcher saves your life, family or home you will thank god they were there to answer the call on the other end. We cannot save every person every time, even if we could there would still be someone out there with some complaint about us. We weren’t friendly enough, we asked too many questions, we didn’t send the officer/ambulance/fire dept that you wanted, the unit responding took too long. Believe it or not we cannot make the emergency vehicles move any faster than the driver can safely drive them. No matter how urgent we tell them the call is they cannot put themselves and the rest of the community in danger just to get to a scene. And when they do try to rush more than they should, they or someone else gets into and accident for it and they you complain because the officer was not being careful and shouldn’t have been driving as fast as he/she was. It’s a lose/lose situation when you work with an emergency service, you do too much, then you shouldn’t have, you do to little, and you should have done more. So instead of bitching about 911 dispatcher and saying that you would be better off not calling 911 and handling things on your own, get your ass out there and do something about it, become a dispatcher or at the very least, take a few hours out of your busy day and arrainge a tour of your local 911 dispatch center. We are there 24/7/365 so you not having time to should be a reason, you would be amazed at the things you will learn that you never wanted to know. You will learn what he/she does on a daily basis and maybe earn some respect for those that take the calls from the 5 year old who “mommy won’t wake up” or the wife who’s husband just shot himself in front of her the their 3 children. I’ve been on the receiving end of both of these calls, it’s not something that you ever forget. So when you call 911 to tell the dispatcher she is doing a shity job and you could do it better, think about how well you will sleep when your co-worker and friend calls 911 and all you can hear is screaming on the other end because she is being attacked in her own home and all you can do is listen and send the units that are 40 minutes away to her as fast as you can because the closer car is at someone elses house because they thought it would be funny to call 911 and hang up. Most of us take all 911 call seriously wether you believe it or not. I am very sorry to the family and friends that lost their loved ones and i’m not saying the dispatcher did what she was or wasn’t supposed to do because I was not there and I didn’t take the call but please don’t judge US as a whole without knowing US as people.
   Thank you for listening (wife, mother of 4, 911 dispatcher 6 years answering emergency and non-emergency calls, dispatching fire/police/ems and also state certified corrections officer)
9. 
   

   Bess
   

   Mar 20, 2007

   Thank you Kasey for sharing your insights and experiences. And for doing the job you do. I appreciate you.
10. 
    

    911KY
    

    May 03, 2007

    As a 911 dispatcher, I’m appalled at some of the responses by other dispatchers, we are treained to treat every situation as an emergency unless we have definate information otherwys… I guess other states need to start instituting a certification program…. I don’t understand how we can be blamed at all, we get the calls routed and dispatched in the timeliest manner… the problem itself usually lies with the responding agency, be it police or sheriff… they tend to have policies in place like not running lights and sirens unless they are possitive someone’s life is in danger.. not to mention they’re budget-cut and short staffed, and are drowned in so much paperwork, half the time they’re too busy when we give them a call, so it takes them forever to get somewhere. The other half of the time you can’t find an officer available to give a call to because your radio is purely occupied by rookies, each one on their own separate traffic stop, asking for backup units that we can’t give them because their backup are on stops too. Now I’m not saying you should blame the officers, you shouldn’t, the only reason it’s like this is because we have police chiefs that write up all sorts of rediculous policies, dredge up stacks of unneccessary paperwork, and create idiotic traffic quota’s, if you aren’t happy with police response in your town, don’t go after the dispatcher, go after the chief, chances are, it’s his mismanagement that is the reason for your loss.
11. 
    

    strt
    

    May 12, 2007

    In a free society people are free to be idiots and that is what millions of people have chosen to do.The problem is that these idiots are raising children that become adult idiots.This is what is sucking the life out of our emergengcy response system.Every time I hear about a call gone wrong or a long response time I think of the ten morons whom out of self pity and druggedness or drunkeness that require police attention. At times a stressed out system will surely fail to meet the needs of a genuine emergency. lets be real, we need a drastic increase in the number of police in our communities or we better get to cnfronting the huge increase of lousy parents on the scale of a national emergency. No civilization can survive let alone thrive with thirty percent of the citizens suffering from self inflicted confusion. 911 dispatchers are not even the source of the problem here.If we as a society do not want to confront the decay of civil behavior,let us at least have the dignity to accurately describe the crux of the matter and then say to hell with it all.
12. 
    

    former dispatcher
    

    Jun 13, 2007

    I worked as a 911 dispatcher, supervisor and trainer for 15 years. It was the toughest thing I ever did. I quit to pursue a more lucrative and less stressful career. I commend the thousands of dedicated dispatchers, who on a daily basis, assist and save lives. Unfortunately, the negligent or incompetent, are what we hear about.
    I hope that all dispatchers continue to work to strive to provide the best level of service that they can under the constraints they are under. I made some mistakes in my career that still haunt me, luckily no one ever was injured or died. I never ended up in the newspaper or on 60 minutes, so I consider myself to have had a successful run.
    I would never go back to the world of 24 hour/day call ins – getting cussed out daily by people who refuse to cooperate -Listening to people who have no clue about the complexity of the job (it’s not quite type and hit enter) bash and tear down the profession….. Educate yourself.
13. 
    

    owens911
    

    Jul 24, 2007

    Susan (and anyone else thinking like she does) really needs to wake up and shut up. Until you have actually walked in the shoes of a 911 operator, or for that matter any police/fire/ems worker – you have NO idea what it’s like. Opinions are just that, we all have them and don’t really give a dang about someone elses. Until you have been the one working on someone dying, or found out that the person who called 911 ended up dying and you get to feel THAT responsibility, shut your face. It’s always easier to sit back and point fingers AFTER everything hits the fan! While it’s hitting the fan, you don’t have that luxury of ‘time’. Amazingly, alot of the finger pointers really have no clue as to how or why we do what we have to do in our line of work.
14. 
    

    NC911
    

    Jul 27, 2007

    I have been a 911 dispatcher for going on 8 years. It is the most stressful, yet rewarding jobs that I have ever done. I have been the voice of calm in every situation you can imagine. From the homicides in progress… armed robberies… shootings, stabbings, officers in danger. You name it… I have taken it. I can honestly say… EVERY single call I took on 911 I took seriously. Not as much for the citizens calling in as for Officer safety.

    See… let me explain something to all of you people out there that think it is so easy to do our job. We do not just sit in a room and answer the phones. We are doing several things at once. We are monitoring the phones, the radios, the NCIC terminal. We are entering every single thing that we hear into a CAD. I have been on a 911 call… while speaking to officers on the radio and dispatching the SWAT team at the same time.

    The training that we receieve is intense… and informative but there is no training in the world that prepare you for your first, “Help me… I have been shot.” or “PD send me back up… shots fired.” In fact, over 1/2 of people do not make it through the training.

    That being said…911 dispatchers spend a lot of time taking stupid calls as well. “What time are the fireworks?” or “How long do I cook my turkey?” (Yes… on 911!) However, a true dispatcher does take every call seriously.

    Judge us if you want… but I can honestly say that every homicide I have taken since I have been dispatching ARE IN THE LOW INCOME PARTS OF TOWN. Get defensive… but the truth hurts.

    As a 911 dispatcher (and the fiance of a police SGT) we are not only concerned about “getting someone there” quick. We are also responsible for making sure that each one of our units get home safe at the end of the shift. That means… we have to have pertinent information that is necessary for officer safety. People need to keep that in mind as well. The longer people argue on the phone… the longer it WILL delay the response.

    I grow so tired of people talking about dispatchers and police officers like they could do our job for even one second. Give me a break. I am sorry… were you sleeping last night in your nice warm bed? I wasnt… I was working my 12 hour night shift. When was the last time you did that? When was the last time you went to work only to be screamed and cursed at all night long by drunk, stupid, people who have no idea that we are trying to help them… and do not realize that the world does not revolve around them.

    Hmmm… save the life of a thug or my police officer? Sorry to say… it is going to be my officer EVERY SINGLE TIME. So… you may want to keep that in mind when your dispatcher is asking you a question.

    That would be if you have ever had a first time calling 911. See… I find that most people who are quick to judge us (and LEO) have never actually had to call us.

    What most people do not know is that dispatchers go to work for 12 hours at a time. Well… the shift is 12 hours… it does not mean that we get off on time. Most police officers work more like 13-16 hour shifts. I laugh out loud to the people that judge us… because I know most of you could not do this job.

    Here is a recomendation for you… you do your job…. and we will do ours.
15. 
    

    Kay
    

    Sep 09, 2007

    I hope that Stephanie Bolton is NOT still a 911 operator. She definitely should not be in that business with that type of ignorant attitude. Chances are that a call from a “low income” caller living in a probably high crime area where women are hooked up with abusive bozos is probably more of an emergency than a call from rich spoiled brat who doesn’t know how to change a tire on her porche and just happened to get stuck in the ghetto on hre way back from her session of jungle fever.

    I am not a 911 operator but I have worked in customer service call centers for many years so I certainly understand what it’s like when the caller expects you to read their mind. The callers in this situation probably assumed that since they were calling 911, the dispatcher would know that they’re calling because they believe that the woman was in danger. So who is at fault for not getting help to her right away? Is it the callers’ fault for not giving enough information? Is it the victim’s fault for hooking up with a bozo who she probably didn’t know was homicidal when she met him? Or is it the dispatcher’s fault for not sending help because she didn’t have enough information to determine if there was actually an emergency? Ummm isn’t that why we call 911 in the first place? What about the 5 year old boy who’s mother died after collapsing on the kitchen floor and the 911 operator thought he was prank calling? Who was at fault for help not arriving until 3 hours after his first call? Was it the mom’s fault for collapsing in the first place? Was it the little boy’s fault for being 5 years old? Or was it the dispatcher’s fault for not believing him? Notice how I didn’t say who is responsible for the deaths. These women might have died anyway or they might not have if help had been sent right away.
    I gotta give props to the 911 operators in my area of Tampa Bay, FL. I’ve called a few times and everytime they always said “we have someone on the way” and then either stayed on the phone with me until they arrived or at least until they had all of the information that they needed.
    If someone calls the emergency hot line known as 911 then the call should be treated as an emergency. I understand that 911 gets a lot of prank calls but is it better to respond to a call and find out that it’s not an emergency or not respond and find out that it was an emergency?
16. 
    

    Bil
    

    Sep 09, 2007

    I have been a police officer for ten years, and I have seen time and time again the 911 center I work for make mistakes, the one thing that bothers me the most is the 911 director will not try to change the problem.
17. 
    

    Q
    

    Sep 16, 2007

    I have been a 911 dispatcher for almost 5 years. Until you sit in a dispatcher center, you really can’t understand what goes on. It is sad that the young lady was killed, but it is the dispatcher’s fault? I don’t think so. She did ask if it looked like they were fighting or if the lady was screaming. If she wasn’t screaming, no weapons that she knew of and it didn’t look like they were fighting, it simply isn’t a high priority call. That may sound cold, but you can’t send the officers at a high speed and endanger the safety of themselves and others without good reason. Sure, NOW we all know that it was life-threatening, but if you look at the information the dispatcher was given and only that information, I can’t say that I would have made a different decision. I understand that the family is heartbroken over their loss, but I don’t think that it was the dispatcher’s fault. Why didn’t her co-workers at the nail salon call 911? Why did they call the victim’s mother and not the people who could have sent help? Yes, the mother called, but since she wasn’t there it makes the information she gave unreliable. Not one person who called could definitely say that it was her ex-fiance that was trying to get in the car because the only people who were there who knew him (her co-workers at the salon) didn’t call!

    Being a 911 dispatcher isn’t an easy job. You have to do many things at once and do them all right. We don’t have the luxury of having to get things done by the end of the day, we have to get it done RIGHT NOW. That means everything. Send help to everyone who asks for it (whether they need it or not), answer the phones (911 and non-emergency), answer the radios (police, fire and ems), speak to the people in the lobby, do paperwork for jailers/officers, and anything else that comes along. All of these things are going on at once. When ems needs lifeflight, I call them. When the officers need to find out where someone lives, I find out for them. I do so much more than answer the phone.

    I am more than “just a dispatcher”.
18. 
    

    Kelly King
    

    Sep 21, 2007

    I have been a Dispatcher for 12 years. I’ve read so many things here that I find really disturbing. First let me address the original topic… It did not state in you original story how long it took for officers to respond, how long it was until she actually dispatched them, or if she just simply didn’t send them at all. We receive so many calls by frantic people reporting all kinds of things that to them seem like an extreme emergency. WE DO HAVE TO WEED OUT WHICH ONES TAKE PRIORTY, unlike at least one person who believes we should just send to every call right away. We can’t just always send officers because someone calls first.
    For instance, tonight at work, we received 2 calls with in a minute of each other. One was for noises heard outside a residence, and one was for what appeared to be a domestic dispute. Both were in the same area. That puts ME in the position of having to judge a callers info, and send my closest officer to what I think is most likely going to cause immediate harm to someone. Noises outside, though important and will be handled ASAP, that female that is probably getting the crap beat out of her is my first and foremost concern.

    Does that mean that I believe that the dispatcher who did not send officers right away to that poor lady was right? NOT for a minute. If the officers were not sent right away, I can’t think of a single excuse for that. I would have considered it in the very least, a domestic or possible car jacking, Assault, or perhaps a robbery. All of those things would have taken FIRST PRIORTY TO OTHER CALLS. Again reinforcing the fact that weeding out the seriousness of EACH and EVERY call is important to save more lives.

    AND now, for Ms Bolten’s horrible comments…. you are an embarrassment to this profession. Your ignorance is absolutely is astounding. How can you possibly still hold a job as a public servant? There is perhaps more crime in lower income areas, therefore more understanding for the scared mothers who hears noises outside their back doors at night. I can feel their fear. And I have 2 very beautiful children with a man who turned out to be a “BOZO”. How lucky I am he ran away and never hit me. All women are not that lucky. My mother wasn’t. Her “BOZO” shot her in the face and killed her. I come from middle to upper class family that does not live in a low-income area. How awful to think that if we had of, some evil heartless woman like you could have answered that 911 call and assumed my mother deserved what she got for the bad choices she made years ago. I should hope that you yourself never find out that your husband is a loser, end of living in a low-income neighborhood supporting your pathetic children spawned by your “BOZO” and have to call a heartless and judgmental dispatcher. Perhaps you should look into a job with the IRS. They fit your persona so much better.

    And to the rest of the comments here, I have to say…

    Like every profession, I have seen nasty uncaring people working with emergency services over the last 12 years. However, the majority came into this job to HELP PEOPLE. We get angry over calls on 911 that are not true emergencies… like loud music.. barking dogs..directions to cook a turkey, to complain about a traffic ticket, for a ride to the mall or because a lady took a shirt out of their trash can. All of these calls I’ve gotten, some numerous times, and from all different races and financial classes. But in our center… ALL CALLS FOR HELP GET ANSWERED.

    And Dispatchers… you have to admit if only to yourself, there are those times when people in our profession need to be judges. Without someone pointing out bad dispatchers, people like Ms Bolten could keep giving us a bad name for years to come.
19. 
    

    retired calltaker
    

    Oct 28, 2007

    as a retired veteran calltaker of 24 years, I can personally attest to the fact that yes maybe some people shouldnt be calltakers, as well as cops, as well as lawyers, maids, salespeople, computer techs, bakers, cooks, etc. However, the job of a calltaker is like no other. No other job exists that requires speaking to someone in desperate need of real police assistance and then after that, giving directions to a local establishment on 911. you all who are too lazy and cheap to call 411 or your county information line, should be ashamed of yourselves for that to begin with. And you all know who you are. The real calltakers here neednt listen to any of the desparaging gripes of nay-sayers, uneducated fools, who think they know best. The have no clue, they have no idea. Most every single person is only out for themself when complaining about a calltaker. Its all about them and their own “emergency” that wasnt handled properly. No big picture view of anything, just their own gripe or complaint.
    If we dont sound alarmed enough, or as hysterical as they do, then we arent taking the complaint seriously.
    THE FACT REMAINS THAT IF YOU CANNOT CONFIRM OR GIVE THE INFORMATION THAT IS EXPECTED OF YOU OR BEING ASKED OF YOU, THEN YES, YOU WILL BE ON YOUR OWN FOR A FEW MINUTES WHILE CALLTAKERS TRYING TO PIECE TOGETHER SOMETHING TO TELL AN OFFICER ABOUT WHY HE IS GOING TO WHERE WE “THINK” YOU ARE CALLING FROM. YOU WANT HELP? DO YOUR BEST TO TELL US WHERE YOU ARE, AND WHATS WRONG. THATS IT! WHAT? YOU SAY THAT IT MAY NOT BE EASY FOR YOU TO DO? YOU MIGHT NOT HAVE TIME? REALLY? GEE GO FIGURE! WELCOME TO OUR WORLD. YOU ALL JUST DO WHAT YOU ARE SUPPOSED TO DO BY CALLING POLICE, AND SUPPLYING THE INFO NEEDED AS BEST AS YOU CAN, AND WE WILL BE THERE AS QUICKLY AS POSSIBLY BASED ON THE INFO YOU PROVIDE. THATS IT. PLAIN AND SIMPLE. IF YOU CANT DO THAT, THEN YES IT COULD TAKE LONGER, MAYBE NOT, BUT ITS VERY POSSIBLE.
    EVERYTHING IS NOT SOMEONE ELSES FAULT ALL THE TIME. PEOPLE NEED TO TAKE REPSONSIBILITY FOR THEIR OWN SHORTCOMINGS INSTEAD OF BLAMING SOMEONE ELSE BECAUSE SOMETHING DIDNT COME OUT RIGHT OR THE WAY YOU EXPECTED IT TO.
    NO ONE IS PERFECT PEOPLE, SO WE DO WHAT WE CAN AS COMPLAINANTS AND AS CALLTAKERS AND AS P/OS. YOU TRY TO GIVE US INFO, WE TRY TO DECIPHER IT PROPERLY BASED ON HOW MUCH INFO YOU GIVE US, AND THE POLICE RESPOND AS FAST AS POSSIBLE BASED ON SAID INFO. THATS ALL.
20. 
    

    Kenneth Wallsky
    

    Jan 15, 2008

    I have found solutions to many 911 prablems. If 911 in your area is poor, bug the politicians and senior career officials. Get radio and TV people involved. Make sure your bugging is just short of harassment. In Washington, DC, where I worked pre-retirement, the 911 service was totally incompetent and probably grossly negligent. A radio DJ said, on air, that DC should drop its 911 service and contract with Domino’s for ambulance and police responce. He said that no matter what the address involved, Domino’s seems to find it and quickly. Domlno’s could swing past a police district/precinct and pick up a cop on the way to an emergency. The only down side is that the officers and the patients would arrive smelling from pepperoni.

    Making a public joke out of incompetence really stung the government and helped start an uproar that got the 911 service transferred from semi-automatic to fire dept status and caused the replacement of employees and senior officials including the fire chief and the head 911 supervisor. Once nepotism and similar conditions were changed. Service did improve.

    In Fairfax County, VA, where I used to live, I always included probable injuries and likely fire when reporting a car crash. Other fires were simply reported since the regional fire depts backed each other up and responded more reliably and faster than the police.

    When I needed the cops, I would include that I feared that the “perps” were armed and probably very dangerous and that I was in fear for my life [major point in VA is being in fear of one's life and of others' life]. I would continue on, stating that I was legally armed and, if the “perps” advanced on me or others or otherwise increased the threat level and my fear level, I might shoot the “purps.” That always got the 911 operators to change from “the officers will be there as soon as possible” to “officers are on the way, please don’t shoot at them.” It always worked. I only did this when there was a real emergency and it looked dangerous.

    Things in VA are helped by VA’s healthy attitude toward fire arms, a sound concealed fire arm program, and VA’s castle law which recognizes the right of innocent persons [those not participant in any aspect of the incident other than being the victim] to stand their ground [not required to retreat] in self-defence or in defense. I am quite sure that these conditions help keep VA’s crime rate down. I also think that if the “Beltway snipers” returned to VA from MD [where an alert truck driver allerted police to their presence] that an armed Virginian would have ended thelr shooting spree.

    Note: I now live in Stafford County, VA and I am delighted to say that the 911, police, fire, and ambulence service are supurb. The dedication to duty and excellent performance are outstanding. I feel very proud and safe here.

    Good fortune to “ya’ll.”

    BruceKen
21. 
    

    GREEN LOBSTER
    

    Feb 06, 2008

    SCARY STUFF WERE READING HERE. IT’S NO WONDER MARY KATE OLSEN OR THE MASSEUSE DIANA LEE WOLOZIN DID NOT CALL 911 FIRST FOR HEATH LEDGER!
22. 
    

    amazing grace
    

    Mar 04, 2008

    Well of course blame the police..
    why should anyone have any type of personal responsibility? it is so much easier to blame the police

    so just don’t call 911 and handle it yourself

    to my fellow dispatchers– you rock– hang in there one day you’ll get to retire like me (20 years w/ NYPD-NYFD — seen and heard it all, including September 11, 2001)
23. 
    

    marc
    

    Mar 07, 2008

    6yrs on the job. I hear alot of complaining but don’t see all the people complaining lining up for an application. 911 dispatch centers are pretty much always hiring. There is a high turnover rate with most of the people quitting before they even finish training. I guess getting screamed at cursed out by callers and having every keystroke typed and word spoken being monitored isn’t as easy as they thought. 13yo girl hung herself, 5 min later CPR on unresponsive wife, about 30 min later double fatal vehicle accident(that caller didn’t know what street they were on). What did you do at work today a speadsheet?
24. 
    

    Sherry
    

    Mar 09, 2008

    I just read all of the above messages and my jaw has dropped. Especially the one from Kenneth Wallsky (FYI-it is illegal to call in known false information over 911). It is calls like this that put us dispatcher in the pit between the rock and a hard spot. I do not believe there is one dispatcher out there that intentionally thinks “I am going to play down this call”. We get hundreds of calls everyday. Some serious and some not so serious. The problem is that to the citizens every call they make is an emergency. I’ve taken several calls that when you pick up the line all you hear is screaming, you have to calm the person down first (which usually takes time) and then find out what is going on. As some of the other dispatcher have commented, the callers get angry with all the questions. Of course the run has been entered and if possible the officers are dispatched promptly, but in the mean time you have to find out what you are sending these officers into. If you are a citizen out there reading this, give the dispatcher the answers they need and ask for. This will help you get the assistance you are calling for. Remember we are here to help you, not sit here and wait for our next “cigarette break”. I commend all of you dispatchers for a job well done, and I hope all of you out there critisizing the way we do our jobs, remember we are are just like you. Scared in a time of emergency, impatient when it takes to long for a response and frustrated when we don’t get the response that we “think” we deserve, but realize that for every call that you make we could be receiving about 10 calls at the same time.
    I was trying to decide how I wanted to end my comment and the “walk in our shoes for one day” came to mind, but in reality I would not want some of the inexperienced people above anywhere near my dispatch center. But I do agree with the comment “Here is a recomendation for you… you do your job…. and we will do ours.” as spoken by a true dispatcher
    NC911.
25. 
    

    d d //wisconsin
    

    Nov 16, 2009

    I came across the webpage and I must say I wish I could have found it years earlier. For one thing, I wish there was a national support system for dispatchers and operators. I think it would go a long way in improving the quality of what we do, and yes, I am a 911 operator going on 14 years. I wish there was a way we could connect and learn and trade experiences and suggestions because the bottom line is that we are a community of workers in his feild that know our jobs best. No one else even comes close. As far as the public criticisms, in my opinion, it doesn’t even warrent a response and here’s my reason why. In my local city, anywhere from 95 to 98 percent of us have experienced some type of personal emergency related or medical tradgedy, or at the very least, some type of situation which brought us face to face of being on the side of danger requiring police or medical intervention.So when I observe the public criticism based on the fallacies that legitimately have occurrd, it is very apperant they have no idea. Unfortunately on more than one occasion have co-workers reiceved news of or were aware of emrgency situations involving their own loved ones while they were working their shift! So some of the public comments come off sounding pretty ignorant. And if you are subject to beleive everything your newspapers reports, word for word well then enough said. The fact is the publc so easily jumps on what they read as truth in their city when it pretty much is for the most part fabricated is evidence that they share the same flaw of not being able to think for themselves as some of our callers do who for the most part are abusing and draining a system set up to rspond to life threatning or tragic calls for help.So before passing judgment on the 911 “human beings” out there just know that there are countless employees who are out there on the job with personal conviction to see success at the end of an emergency call for help.
26. 
    

    Din
    

    Jan 06, 2010

    First, I gotta say, I’m truly repulsed by the shockingly bad grammar and spelling in most of these responses. Secondly, I am NOT a dispatcher, don’t want the job, have much respect for the good dispatchers, and I’ve had to deal with quite a few dispatchers, and much ridicule for the bad ones. But I have one burning question. How in the world does an area code tell if the caller is in a low rent area? My area code covers from Laredo, Texas, to South Padre Island, Texas, and north for I don’t know how far. So, um, I’m really curious about that. I do know that, sometimes, you dispatchers do tell me things I don’t want to hear, like this afternoon, when that nice young lady was all set to tell me how to deliver a baby. Um, no thank you. Luckily, from the time the call was made, to the time the ambulance got here, was only about 9 minutes. And I was pissed at the pregnant chick, because she was swearing at the dispatcher, swearing at her husband, until I took my phone back and gave the information that was needed. But I have noticed a few things, most of the people who abuse dispatchers are either spoiled brats, who’ve been told all their lives they’re ‘special’, and that the world revolves around them, or are whiners who think the world owes them everything.
27. 
    

    VICKIE MORELAND
    

    Feb 08, 2010

    What has to be ascertained about someone forcing theirselves into someones care? I in the past was a victim of an abuser. I filed for divorce. I was stalked by my husband and when I brought it to my attorneys attention the amount of times I had been stalked he ignore it. He told me I had a restraining order against my husband but when I checked at the courthouse it had never been filed. My restraining order came into effect at my final divorce hearing a year later. I went everywhere to get someone to help me. The prosecutor told me that unless I had physical injuries or property damage he couldnt help me. I also found out that all the times I called the police when He would come to my house at 3:00am and pound on my windows and threaten me had not been made a written report out by the police. They do NOT take these situations seriously. I wonder if it had been the dispatchers daughter or grandaughter or a friends daughter if it would have gotten immediate attention. I am positive it would have. Shame on the dispatcher and the police and the court systems in these situations for failing us.
28. 
    

    VICKIE MORELAND
    

    Feb 08, 2010

    It’s nice to know that we are weeded out by dispatchers who decide if it’s severe enough to get action. I would say that this girl got weeded out wouldnt you. I’m sure dispatching is not an easy job but I’m sure there are some who do a great job and some who could care less. If you can’t do the job, pick another one that you can!!! Simple!!!
29. 
    

    VICKIE MORELAND
    

    Feb 08, 2010

    Din maybe you should be an english teacher…. it sounds like you would be a good one. You already think people are spoiled brats.
30. 
    

    VICKIE MORELAND
    

    Feb 08, 2010

    UM
31. 
    

    Lisa
    

    Mar 13, 2010

    Very interesting comments from all. Lets face it, people need to be held accountable for their actions, whether it be the public or law enforcement. Its a sad time in our society where all one wants to do is point the finger. As a child, I was told, for every time I point my finger, remember there are 3 pointing back at me. 9-1-1 is a system that is so abused from calls of cars blocking driveways, to kids playing ball, and loud parties. Then there are the true calls, the suicides, the domestic violences, the lost children, the robberies or burglaries in progress. Unless you have been a dispatcher and have dealt with the stress, you will never understand our positions. Yes, we make split second decisions, and sometimes they are not favorable, but we are human and we do make mistakes. Wish we were all perfect. Wish our society would not always find fault in our job, and give us the proper credit and kudos for a job that many would not be willing to do, no matter what the pay is. (24 year dispatch veteran)
32. 
    

    Shelia
    

    Apr 14, 2010

    How dare you ! Iv’e worked 25 years as a 911 operator and you have no idea,no idea at all…..
33. 
    

    Shelia
    

    Apr 14, 2010

    That last comment was for Susan,and I’m not a BOZO 911 operator Thank YOU !!!!
34. 
    

    Wendy
    

    Aug 15, 2010

    WOW!!!! I have been a dispatcher for six years. As a citizen I can understand for those that have never done the job- to understand–why it is important to answer the questions asked–why the address is so important first. The public needs to be educated -that should be a priority in every city/jurisdiction. I have to disagree with the fact that the dispatcher/Jeanette Price could not ascertain the priority of the call better-faster. Once she heard ‘carjacking’ ‘ex-boyfriend’ ‘order of protection’—the officers should have been rolling. It is always easier for officers to arrive faster prepared for the worse than to not arrive or arrive unprepared and walk into a domestic situation-officer safety is also included here. I am sorry for the family and their loss and sorry for the dispatcher- it was not hardly intentional or personal-
35. 
    

    Wendy
    

    Aug 15, 2010

    I find it difficult to believe ‘Stephanie Bolton’ works for any agency as a 911operator or dispatcher- her level of intelligence is questionable at best here. I would hope the majority of people that read her post would put her in a basket or corner by herself she is not the ‘average’ dispatcher…she is definitely special. There are a lot of repeat callers reference domestic issues but each one should be treated as a priority- regardless of race-gender-age-economic standing-etc….
36. 
    

    LL
    

    Aug 29, 2010

    It is very easy to blame the dispatchers but if citizens when calling the 911 center or directly into the pd, you need to provide the info that is asked of you. Most of the time we get cursed out for asking questions and the response that we received is “just send the police, and don’t ask so many questions” The information that is asked of you is extremely crucial not only to keep the pd/fd etc,etc safe but also for your own safety as well. Please begin by educating yourself on the proper use of the 911 and in answering the questions that are asked or requested of you.
37. 
    

    lkegbytife
    

    Oct 24, 2010

    Need2sub yes sir. Edge somehow, amazed, and placed them. ????? ????? ??? ??????????? ??????? Italways struck me on.
38. 
    

    panypw
    

    Oct 24, 2010

    A ??????????? ?????? ?????? little mba students, with his already formed onnicks large rooms. As feet.
39. 
    

    Anonymous
    

    Oct 24, 2010

    ??????????? ??????? ???????
40. 
    

    Anonymous
    

    Oct 24, 2010

    ???? ?? ??????????????? ????????????
41. 
    

    dopfupocmipe
    

    Oct 25, 2010

    I understand. Annie ???????? ????? ??? ??????????? was not moving it if i felt up.
42. 
    

    Anonymous
    

    Oct 25, 2010

    ??????????????? ????? ??? 5 ?????? ???????????????? ??????????????? ????? ????????? ??????????????? ????? ??? ?????????? ??????????????? ?????????? ????? ???? ??????????????? ??????? ????????? ???? ?? ??????????????? ??????? ??????????????? ????? ??? ?????? ???????? ??????????????? ??????
43. 
    

    ujcubjarm
    

    Oct 25, 2010

    The rest, he smothered by giant boobs half expected her with comfort and not having problems.
44. 
    

    tyrtyrtyrtyrty
    

    Aug 11, 2011

    I SHIT my pants.
45. 
    

    Avrohom Bilgrei
    

    Aug 11, 2011

    Rebecca Your full of SHIT, but then you work for them!
    Fact:
    Every time you get a call you know the # as well as the address of the caller!
    You send a patrol car immediately to the location. If the call is a prank or a diversion you have a predetermined buddy system to fill the void.
    YOU DON’T NEED ANY MORE INFORMATION! You also have the capacity to call the neighbors in the immediate vicinity to cooberate, assist and or just observe in preparation and in many ways could serve as a distraction in a plethora of creative ways.
    You summarily arrest any pranksters or frauds, it will put them on record and deter them from getting more entrenched in further malfeasance. Your feelings have NOTHING to do with it, your supposed to be a PROFESSIONAL! I just left the home of an 19 y.o. IDF soldier serving only 3 years, when the lookout tower attendant had a jammed window and his comrade’s gun misfired at 100meters he put two rounds in the terrorist’s head and four in his torso,he was delayed from examining the kill but did so immediately when the area was cleared. NO POST TRAUMA, no apologies! You might well learn from this young man! If you can’t perhaps you should grow up fool. If you don’t you can always vote for Obama again!
46. 
    

    people are morons
    

    Aug 19, 2011

    Avrohom Bilgrei
    your the type of idiot that calls expecting to have everything handed to them on a plate, have some sense dude, info is always needed, why the hell would a 911 op send a unit just because you say you want one? what are you? 5 years old or something.

    What if a unit is sent to a call as you describe and when they get there its someone pissed because they had a parking spot taken (ive had that call). Meanwhile, some poor wretch is getting raped and there are no units to send because bozo’s like you think the world revolves around them.
47. 
    

    Avrohom Bilgrei
    

    Aug 22, 2011

    What if, what if? I’ll tell you WHAT IF!
    Let me tell you something; in a democracy, the world DOES revolve around me, I AM A C-I-T-I-Z-E-N, I am the reason “police” have a job, capish? The “what if tactic” is one of common obfuscation; like cigarette smoking, I bet you do. It’s a one size fits all nihilistic COP OUT!
    When you don’t have any Defining Ethical Component you hide behind the cloak of authority or uniform. Now listen very carefully, people can only determine what effort they put in, never can they determine OUTCOME. Any effort at such endeavors are philosophically, pragmatically & intellectually BANKRUPT. Shallow people such as yourself invoking the “bozo” moniker are a testimonial to just how powerful an icon; in the clown world, Bozo was. Indeed I should be worthy of such elevated stature, and in fact I am 58 years old and as “idiots” go no one has been knocking down my door to induct me into the idiot club, precisely due to the fact that I’m astute enough to know the police can trace any call with the technology to determine location as well. Might I suggest some reading “dude”?
    Call 911 and Die. Then in spite of your evident membership in the police benevolent association I have long since learned the fallacy of the erstwhile adage “the policeman is your friend” It’s been replaced with “the only reason they’re cops is because their too stupid to become criminals” and if you can’t wrap your brain around that then might I suggest you Google “A preponderance of Perjury” by some one you should know, Prof. Alan M.Dershowitz. Perhaps your sentiments would garner some gravitas, were they not to be hidden behind the anonymity of “people are morons” unless you were trying to prove something?

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