A Detroit 911 Operator was found guilty of a “willful neglect of duty” . She could spend up to a year in jail when sentenced in March. No other operator in our country, from what i understand, has been charged with a crime regarding how they have handled emergency calls except in this case. There was one other operator that was charged in this case but that case was dismissed.
This case is about a call from a 5 year old child calling to say that his mother passed out. The call came in at almost 6 o’clock one night in February of last year. The operator testified that she could not hear the child and thought it was a prank…however, she told him she sending the police to check up on him. She didn’t really do that. So the young child waited and waited.
Almost 3 hours later he called back…this operator was rude to him but did send authorities in less than 5 minutes. What they found was that the five year old child’s mother was dead; later it was determined that her death was from an enlarged heart condition. Could she have been saved 3 hours earlier? Only God knows for sure.
This little child sat for 3 hours waiting for the police or an ambulance to come and help his mother…and they never showed because the first operator lied to the child. I cannot imagine how a 5 year old handled waiting for help for 3 hours by himself. It must have taken alot of courage to call back. His father says the child is still dealing the trauma.
The jury deliberated for 3 hours before a guilty decision was returned. I bet that, that 3 hour wait for the decision felt like a lifetime to the former 911 dispatcher. Still, i found it ironic, since that young child waited the same amount of time waiting for help to come to him and his mother. That 3 hour wait for help was a lifetime….his mother’s lifetime! Help did not come in time to save her life.
The implications of this case are large. When anyone calls 911 they expect someone to come; and, to come right away.
What if you or your loved one was the person waiting for emergency services? What if that mother could have been saved by medical intervention? What if pranksters do call and tie up 911 services? What if time and money is wasted sending out services only to find that it is a prank? What if a 911 operator gets prosecuted everytime there is a sad result when 911 services are provided?
I have a friend who was a 911 dispatcher for years. There is alot of stress involved in doing the job of being a lifeline to others. It is a job with a huge amount of responsibility. Most operators, i am sure do their jobs with the best of their ability…i know my friend would often comment about her job and all of the difficulties they face when doing their job. Many 911 dispatchers have been deemed heros in cases over the years; rightly so.
My only hope is that this case doesn’t set a precedent for people with ulterior motives to start suing 911 operators irresponsibly. We need them. Hopefully this case will weed out the operators who are either ill equipped or careless in how they handle the calls that come in. Training is an ongoing thing for 911 operators/dispatchers.
Let’s hope that this particular case at the very least shines a light on the importance of the job that 911 operators perform for us each and every day! God bless them and the work that they do.
March 11, 2008 Update: Today, District Judge Paula Humphries sentenced the 911 operator to probation for one year for the willful neglect of duty in this case. The dispatcher was also ordered to perform 15 days of community service; the judge could have ordered jail time of up to one year however, the dispatcher did not have a previous criminal record.*
Write where you are 
IT WAS HEART BREAKING TO READ ABOUT THE CHILD CALLING 911 AND NOT GETTING ASSISTANCE FOR HIS MOTHER!
I HAVE BEEN A 911/DISPATCHER FOR 19 YEARS. EVEN WHEN A PRANK CALL COMES IN YOU SEND AN OFFICER TO THE RESIDENCE TO MAKE SURE THAT THINGS ARE ALRIGHT THERE. IN SOME CASES WHAT WE BELIEVE TO BE PRANK CALLS ARE IN FACT EMERGENCIES!
IT IS NOT THE TRAINING IT IS THE COMPASSION AND CARING FOR A TOTAL STRANGER THAT MAKES 911/OPERATOR GOOD. YOU HAVE TO WANT TO BE IN THAT CAREER FIELD TO ALSO MAINTAIN. YOU ARE THERE TO ASSIST PEOPLE!
WE OFTEN FORGET ABOUT THE 911/OPERATOR UNTIL THEY DO SOMETHING LIKE THIS THAT COST SOMEONE THEIR LIFE OR GETTING MEDICAL ASSISTANCE. IT DESTROYED A FAMILY! IT ADDED YET ANOTHER BLACK MARK TO 911/OPERATORS ALL OVER!
911/DISPATCHERS ARE YOUR FIRST RESPONDERS! THEY TAKE THAT CALL AND LISTEN AND GET EVERYONE GOING TO WHERE THEY NEED TO BE. THEY LISTEN TO THE OFFICERS, MEDICAL CREWS AND ASSIST IN MAKING CERTAIN THEY HAVE THE INFORMATION THEY NEED TO DO THEIR JOBS!
WHEN WAS THE LAST TIME YOU CALLED BACK TO THANK THAT 911/DISPATCHER TO SAY THANK YOU FOR HELPING?
911/DISPATCHERS ARE NOT ONLY LIFE LINES TO OFFICERS BUT TO THE PUBLIC AS WELL.
I AM SURE THIS 911/DISPATCHER IS WONDERING AND WILL FOR THE REST OF HER LIFE……………..COULD I HAVE SAVED THAT LITTLE BOY’S “MOMMY”?
SUPPORT NOT ONLY YOUR LAW ENFORCEMENT OFFICERS, MEDICAL, FIRE CREWS………..SUPPORT YOUR 911/DISPATCHERS!
There is so much need out there to support, train, educate and uphold the 9-1-1 community. Thus, the creation of Success Communications Inc. We fill a critical role in helping raise the standards in 9-1-1.
There are too many unknowns behind the call that we will never know about in the public eye (especially about this call). For the time being, suffice it to say that where 9-1-1 dispatchers and call-takers have been ignored, or looked over for years; the time for standards and certification is now.
Look to your state and ask why veternarians and beauticians have licenses and certifications, and 9-1-1 personnel do not. The time is now. There has to be funding to provide that training. And it has to be quality, premier, top-notch training!
TRAINING………..I BELIEVE ON THE JOB TRAINING FOR 911/DISPATCHERS HAS TO BE THE BEST! THE SAD PART ABOUT THIS IS MOST AGENCIES ARE SO UNDERSTAFFED THAT THE TRAINING IS RUSHED! BOILS DOWN TO PUT A BODY IN THAT
POSITION!
I HAVE ATTENDED NUMEROUS TRAINING SCHOOLS AND CLASSES. YOU LISTEN TO TAPES AND HEAR INSTRUCTOR TELL ABOUT THE LIABILITY AND LAWS AND YOU DO NOT ALWAYS FEEL LIKE YOU HAVE COME OUT OF THERE KNOWING MORE. WELL MAYBE MORE SCARED CAUSE YOU HAVE BEEN TOLD ABOUT THE LIABLITY OF BEIN A 911/DISPATCHER
IRONIC NATIONAL DISPATCHER DAY IS SEPT. 11TH………………….WHO THOUGHT OF THE DISPATCHERS WHEN OUR LIVES WERE SUDDENLY TURNED UP SIDE DOWN WITH THE FOUR FLIGHTS THAT MADE US ALL PAUSE IN HORROR? 911/DISPATCHERS WERE NEVER MENTIONED FOR THE JOBS THAT THEY PERFORMED THAT DAY! CAN YOU IMAGINE ALL THE CALLS THAT WENT INTO 911/DISPATCH CENTERS?
911/DISPATCHERS DO MORE THAN TAKE EMERGENCY CALLS AND CALLS FOR SERVICE. AT SOME DEPARTMENT AND OFFICES THOSE 911/DISPATCHERS ARE CONFIRMING WARRANTS OR ENTERING THEM INTO COMPUTERS OR TYPING A REPORT OR TELLING A CALLER ABOUT ROAD CONDITIONS.
911/DISPATCHERS SHOULD DEAL WITH THE CALLS THAT COME IN AND NOTHING MORE OR LESS. LET THEM GET YOU THE HELP THAT YOU ARE REQUESTING………IT DOES NOT MATTER AS ALL CALLS SHOULD BE IMPORTANT TO THAT 911/DISPATCHER. WHAT MAY SEEM SILLY TO US IS VERY SERIOUS TO THE CALLER.
DO SOMETHING NICE FOR THE 911/DISPATCHERS IN YOUR AREA!
Is there a website with 911 procedures or something? Are there guidelines on when emergency crew are and are not sent out in response to a phone call and where can you find this information out?
RC:
from what i understand, there is no universal guidelines or federal regulations. Each 911 call center has it’s own policies in place.
I know that there are people that are trying to get some type of formal trainings and regulations formed to get all those who serve in the emergency 911 first response teams to be more unified in their procedures.
I think if you enquire on a local level you will find the answers to the procedures your area 911 call center uses.
If you check out this site from post number two here: http://www.successcommunicationsinc.com they may actually have more information for you to access. They are based in Michigan. I know they believe in training dispatchers well. I am not sure what state you are in…but they may know of organizations in your area that would help you.
Most 911 dispatchers train well and study hard to do their very best and they are deeply invested in their communities knowing that the work they do is important to everyone. All the best to you! Writeasrain@wordpress.com
Hello, I realize this post might not be read due to its late timing on this thread, but here goes. My wife, Son, and I were in a accident in the last few days. Everyone is doing well. during the passing of information to her, the communication was becoming strained. I was more focused on the immediate safety of my family while trying to pass clear info to the young lady on the phone. At a point in the process, she became audibly frustrated with me and began to assert herself by raising her voice and becoming abrupt with her questions. After about 12 1/2 seconds of that, I then raised my voice to ask if she was comfortable. I asked if the facility she was sitting in was air conditioned and pleasant to be in. I then asked if the chair she was sitting in was comfortable. She began to interupt me with an even more raised voice of frustration when I essentially exploded over the phone and told her that WE were the ones in the accident and WE were the ones in the middle of the road and WE were trying to figure out what to do with our son all the while she was safe and sound in her comfy office chair with the climate control set to a pleasant temperature!
And that she needed to calm down and extend, at a minimum, some courtesy and empathy to me. She very quickly brought her tone and attitude down a few notches and throttled back so the communications could resume.
I am sure there is part of the training that says the operator is to convey a sense of authority and confidence during the handling of a 911 call, but it must also stress the importance of projecting calm and controlled communications with the victims or callers.
I look forward to seeing what others say on this. Thanks.
I have been a 9-1-1 operator for 9 years in California and unfortunately I have mixed feelings about this circumstance. First and foremost a dispatchers responsibility is to send help where it is said to be needed no matter how fake the call may sound. We are in no position to make a personal judgment if help is needed or not. We are not at the location therefore we do not have visual of the situation there. I would expect to lose my job if I failed to make up a call for service for any phone call where I have at least the minimum information required: an address.
I can also say that it becomes very easy over the years to become jaded since the majority of calls received in our 9-1-1 center are NOT emergencies and honestly MOST calls are petty complaints regarding the most minute issues that frankly should never require police and fire personnel response. Along with these petty phone calls we also have to put up with a large majority of rude, uncooperative, angry population who do not want to provide answers to basic and necessary questions regarding their “dilemma” .
9-1-1 operators in EVERY center across the U.S. are overworked, understaffed and work under excessively controlled and monitored centers. 9-1-1 operators are controlled by their jobs and personal lives are difficult or non-existent and due to the continual stressors of handling societies complaints and problems can easily wear down an operator which in turn can cause them to become sloppy, careless, and too tired or burned out to make the sharp, focused, and safest decisions needed in order to provide proper emergency responses.