The 911 center has been criticized for bungled calls, some of which involved fatalities.
, a public safety advocate and former journalist, has kept the issue alive on Twitter, detailing what he describes as repeated failures.
Holmes said each case in which problems occurred are under scrutiny, and safeguards have been put in place “to reduce the likelihood of them happening again.” She added: “Every time there is a blown address, every time there is a mistake, it does not mean that our call taker acted inappropriately.”Allen told Holmes the roundtable wasn’t “about playing gotcha,” but rather to evaluate systemic issues in the 911 center.
In one case from March, Allen recalled a man acting erratically and running in and out of traffic near the waterfront. As paramedics arrived, he became “increasingly violent” and ran to a different location. But dispatchers didn’t upgrade the urgency of the call. They also did not update responding police to alert them that the man was no longer at the original location, delaying the response. The man was later found dead in water.
Allen said that regardless, the case illustrates “the heart of what I’m trying to get at” — difficulties getting help to people in “evolving situations with new information.”
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