When District residents need help in life-threatening situations, there's an expectation that help will be swift and accurate. We’ve heard stories of dispatchers sending 911 help to the wrong address. We’ve heard stories of dispatchers sending basic non-threatening life support services to people who are in life-threatening situations—and sometimes—it’s too late. We’ve also heard stories of people being put on hold for up to 5 minutes when they are in the midst of a medical or other emergency.
During a recent performance oversight hearing, the Office of Unified Communications again refused to be transparent, failing to share requested information about incidents where the agency handled 911 calls poorly. You can read my full statement released after that hearing.
The agency is gatekeeping information from the public without stating a legal reason for withholding disclosure, adding to the public's frustration and continuously eroding trust in the agency. 911 dispatch blogger Dave Statter echoed my frustration and quoted me. The D.C. Line also cited my statement in its coverage.
Meanwhile, OUC rushed through a change to the dispatch system, implementing PowerPhone at 4:30 am yesterday, even though the system has never been used at a 911 center this size. Thankfully, we haven’t heard of any major problems as a result so far. At a time when so many things need to be fixed at the dispatch center, this seems like a risky and unnecessary distraction from critical safety corrections.
Back in November, I introduced legislation that would ensure faster and more accurate 911 dispatch by transferring fire and emergency medical calls to dedicated triage lines staffed by the Department of Fire and Emergency Medical Services. In addition to improving emergency response, the protocol would also allow 911 dispatchers to focus on police calls, making for more effective and faster dispatch in response to those calls, too.
Addressing public safety takes a multi-pronged effort and has to include fixing systems we already have in place that aren’t working as they should. Fixing the failing 911 dispatch center is a critical piece of that.
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