During my time as a 9-1-1 operator, I received thousands of phone calls. Some were emergencies. Some were not. I spent numerous hours frustrated with the amount of calls which fell into the second category. Although we also answered the police non-emergency line, I'm not talking about any of the myriad of calls that came in there. As a 9-1-1 operator, I prided myself on being able to answer a line, deal with the emergency and move on. When an inappropriate call came in, especially when our call board showed 9-1-1 calls waiting, I found myself upset. Unlike the local state police who could state, This is not an emergency and hang-up, I thought our "customer-friendly" rules were frustrating. I know I wasn't alone. Things have changed somewhat in the last few years and numerous organizations have worked together to deal with the misuse and abuse of 9-1-1. The focus on education and litigation has eased some of the burden on our systems.
Misdials and hang-up calls
At one time, it seemed everyone had 9-1-1 programmed into their home phone. Many phones had a huge red button. Talk about something which enticed small children. Once cell phones became popular, programming was common with them as well. It was nice when a call came in and the person on the other line stayed on and said it was a mistake. That made disposition on the call easy. A polite thank you and the operator was on to the next call. The frustrating part came in when the call was disconnected and you had to call back, wait for someone to answer and determine if something was wrong. Often people, especially children, wouldn't answer the phone. Then an officer would have to be sent out to check welfare at the residence. If an adult did answer, many times they would act as if their child couldn't have possibly dialed the emergency number. One time, I received a hang-up call and when I called back the parent told me her child had learned about 9-1-1 at school and was practicing. Thankfully, I had enough time (no calls holding) to have her put her daughter on the phone. I figured it was a good learning experience to hear a person on the other end of the line who would be there in case of a real emergency. I used it as a continuation of her 9-1-1 education, but what would have happened if every child in that class had called and hung-up? It wouldn't be pretty. Many public service announcements work to inform citizens to just stay on the line if they misdial.
Prank calls
Speaking of children, prank calls, especially from pay phones is a huge problem for many agencies. It doesn't take long in communications before you recognize the fake screaming on the other end is not real. Unfortunately, if there is a possibility of a problem an officer has to be sent out. Usually, the pay phone is deserted when they get there. What a waste of resources! I'm sure most of the kids playing on the phone would think twice if they knew they were putting other people's lives at risk by diverting the officers from the true emergencies. Education in the schools and cooperation with the businesses surrounding the pay phones can assist in lowering the percentage of these calls. In reference to calling from home, E911 has put an end to a lot of that. It usually only takes one call back to the residence and a chat with mom or dad to prevent prank calls from happening again.
Exaggerated calls
These types of calls were the most frustrating for me. It felt like I was pitting my will against the will of the citizen. Frequently, the most exaggerated calls involved loud music. Loud noise complaints were assigned the lowest priority for my department and on certain high call volume occasions, like New Year's Eve, we did not respond at all. Although our department had public service announcements explaining our policy, many citizens were not happy. And, soon they learned if they added another complaint, they would get a response. One lady asked me, What if I told you they had a gun? Would you come then? What I wanted to say was, I would call you a liar and we still wouldn't come! But, policy and professionalism kept me from telling her that. I just calmly verified that wasn't the case and explained our policy once again. Later she called back and reported they were shooting at each other. The disposition once officers responded - child's birthday party. No shots fired. No firearms present. Due to these kinds of incidents, many states have passed legislation imposing penalties on people who deliberately exaggerate calls.
Non-emergency calls
It took me a long time to realize the term emergency is relative. A barking dog was an emergency to one of my callers, while another citizen apologized for her non-emergency while explaining she had just been in a car wreck, couldn't get out and possibly had a broken leg. These are extremes, but 9-1-1 centers are plagued with calls that should be directed to the non-emergency or a 2-1-1 line. My ire seemed to rise every time a caller began by saying, I know this isn't an emergency, but... The media is rife with stories of citizens calling 9-1-1 for all kinds of inappropriate situations. For example, an Oregon woman called to ask for the cute deputy who had handled her loud music complaint to come back over. She apparently wanted to ask him out. He did go back, but instead of to the movies, he took her to jail. Other people see 9-1-1 as their personal, direct line to the police. They use it for everything and often get indignant when you explain they need to call the non-emergency line. Then again, many people really don't know what constitutes an emergency. Educating the public about when and when not to call 9-1-1 can clear up a lot of confusion. For those who choose to misuse the system, many states passed laws making it a crime. Instead of the unnecessary, immediate response they want, fines and jail time greet them at the end of their call.
9-1-1 is amazing. It is one of the greatest public service systems ever created. It has saved countless lives and helps make our communities safer. The people who dedicate themselves to answering the lines want to make a difference. They want their work to be meaningful. When inappropriate calls come in, it's frustrating. Thankfully, public service agencies, legislators, businesses (such as wireless companies) and community organizations are addressing the problems of misuse and abuse of 9-1-1. The Association of Public-Safety Communications Officials (APCO) has a new video campaign to help educate the public. Although humorous, they deal with a very real problem; one which could potentially cost someone their life. Educating the public and holding them accountable helps ease the burden on already overwhelmed 9-1-1 centers. They also help ease some of the frustration. Any time this can be done, it's a good thing.
Michelle Perin
Michelle Perin has been a freelance writer since 2000. In December 2010, she earned her Master’s degree in Criminology and Criminal Justice from Indiana State University.
