Hearings held to examine how to improve DC’s 911 call center

WASHINGTON ( DC News Now ) — Hearings are underway regarding the ongoing issues with the D.C. 911 call center.

“It’s still technology we’re figuring out,” Heather McGafiin, director of the Office of Unified Communications which oversees 911 calls, said.

She answered questions for two hours Monday from the Committee on the Judiciary and Public Safety roundtable discussion.

“Verizon is being responsive and how they’re handling this because as we’re moving to next-gen. We need to know how the calls get delivered and the things to look for that would cause that to not happen,” McGaffini said.

According to McGaffin, 911 call takers handled roughly 76,000 calls for help during September. It’s a stressful job, already compounded by a shortage of personnel.

“In an emergency, mere seconds can be a matter of life or death,” said Committee Chair Brooke Pinto.

The 911 system went down 18 times since last December, including 8 times between May and August.

“OCS operational problems and mistakes have resulted in injuries, tragic deaths and a public perception that calling 911 in D.C. simply won’t always deliver speedy and accurate help when residents need it the most,” Pinto said.

A statement from the Deputy Mayor’s Office of Public Safety and Justice said a five-month-old baby died from cardiac arrest back on Aug. 2. However, it’s never been determined if technical issues contributed to the death.

“I think residents’ confidence in our 911 call center has been shattered,” councilmember Charles Allen said.

Others also share the same sentiment as Allen.

“I would love for my mom to live closer to me and in D.C. But at this moment I do not feel confident that that is safe,” said Keya Chatterjee, who testified online about the dispatch center.

McGaffin said more call takers will soon be on staff to ease the burden on those already answering calls.

The committee will meet again on Oct. 7.

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