Boulevard Of Broken Calls

This is my previous submission. Why dispatchers get frustrated with callers… today’s lesson: police calls.

Note, in our state, 911 centers do not dispatch state police (highway patrol), but receive 911 calls that we transfer to them.

First Caller: “My mother called me and said she’s being harassed by an aggressive driver. Send the police.”

Me: “Where is she?”

First Caller: “Main Street.”

Which, as it happens, is miles long and passes through three different police jurisdictions.

Me: “I need a more exact location to get the proper help.”

First Caller: “Why are you being so difficult? Just send the police.”

Me: “I can’t send anyone if I don’t know where she is. Can she call 911? Then our map will give us an idea of where she is.”

First Caller: “I told you. She’s on Main Street. She called me. She can’t call you.”

If she can call you, she sure as heck can call me, but I can’t say that.

At this point, the call was sent to the state police since they cover a good bit of the road. As their phone was ringing, [First Caller] called me a particularly rude name. Nice.

State Police: “This is state police.”

First Caller: “My mother is at [very specific business name with an address in our system, to which we do dispatch], being followed by an aggressive driver.”

State Police: “Did your mother call 911?”

First Caller: *Hangs up.* 

I get my second caller:

Second Caller: “There’s a van broken down in the road. It’s blocking traffic, and they just need help moving. It’s at [State police jurisdiction].”

Me: “Was there an accident? Is anyone hurt?”

Second Caller: “No, he just needs a tow or something.”

The call is transferred to state police; we stay online to make sure there’s nothing we need to do.

Second Caller: *To police.* “A van ran off the road and is in a ditch, and the driver is trapped inside.”

I immediately dispatched fire and EMS, which would have happened sooner if the caller had told us this.

Fire Chief: “I’m here at the location. There’s no accident. The van is stuck in the road, broken down, and needs a tow.”

Me: *Head hits desk.*

Lessons from today’s sermon: If you need help, call 911. Do not call Aunt Betty. Know where you need help; it’s the first thing we will always ask. And whatever you do, don’t tell 911 one thing and someone else another, and do not waste emergency resources and time (especially in our area, where it’s mostly volunteer).