DC 911 Problems Raised in Local Hearing

Continuing 911 problems in the nation's capital were raised at a District of Columbia Council hearing Thursday. Witnesses complained of long hold times, plus problems sending first responders to the correct location when the emergency is at a place such as a freeway or park, instead of a street address. Many problems cited by government officials, an expert, a union representative and advocates during the city council's Judiciary and Public Safety Committee hearing have been reported in our ongoing series on the Office of Unified Communications, which sends out rescuers. (For our latest reports, see here and here.) Stakeholders expressed hope that inaccuracies sending the correct response to the right place are being addressed. They cited better communication between OUC and agencies like Washington's Fire and EMS Department, as well as more transparency by OUC when 911 mistakes occur. Committee Chairman Charles Allen (D) noted that Fire and EMS Chief John Donnelly and witnesses including 911 expert Dave Statter expressed hope. Describing himself as "one of DC 911’s biggest critics," Statter had some "optimism" with the end of OUC denials and double-talk on mistakes. "It’s refreshing to finally hear an admission that there are problems," he said. Interim Director Cleo Subido is "moving the ball forward," Statter said: "Her challenges" are "many," and "there have been some recent serious mistakes." Subido and others agreed that waits occur. D.C. Bicycle Advisory Council Chair Rachel Maisler, who says she was testifying for herself, recounted being on hold two times when she contacted 911, including for a gunshot victim. "Minutes were ticking away" as she waited on hold at OUC, whose operators' performance the District resident praised -- once the office had capacity to answer her call. Washington Area Bicyclist Association Outreach Manager Ursula Sandstrom recounted problems sending assistance to places like trails. "OUC needs to ensure that dispatchers are set up for success" with the necessary technology and tools, she testified, so "that residents are confident that if they call, they receive prompt and accurate help." Union official Debbie Hart-Knox cited her concerns of "negative depictions of those members I serve" from reports about dispatching errors, which she doesn't "refute." Members are "questioning ourselves while performing in a stressful job," Hart-Knox added. She blamed managers for a "negative work environment" and said "we can only do what we have been taught and instructed to do." DC 911 is "absolutely committed to being forthright and transparent about any identified performance gaps," said Subido, "taking the steps necessary to learn and improve when mistakes are made." For further comments, see here.