New ‘automated abandoned callback’ feature added to 911 system

HONOLULU (KHON2) — A new feature has been added to the 911 system for callers who have been disconnected before they can reach an operator.

Honolulu Police say it receives 10,000 to 12,000 dropped calls every month.

“A lot of times this is miss-dials, things like pocket dials, or if the phone is in a bag or a purse, and accidently dials, so people who mistakenly don’t lock their phones, some devices like watches and things can call as well,” explained HPD Capt. Matthew Kurihara.

Kids playing with phones, or hanging up after waiting for a non-emergency call are all considered dropped calls.

“We get about a million calls a year so it’s a significant portion, it’s like about 12%,” Capt. Kurihara added.

Currently, if a call is disconnected before it reaches the operator it will go on to an abandoned call list, and when an operator has time, they’ll call you back.

“Sometimes that list can be quite long and can take a while,” he continued.

HPD said it needs to fill about 50 vacancies at the Joint Traffic Management Center, and they said the new system will help maximize resources out in the field and also at dispatch.

Starting Sept. 5, if a call is dropped, you’ll get a call back from 808-768-0000, with an automated message that says, “this is HPD don’t hang up. Your phone dialed 911, if you’re reporting an emergency press 1 and stay on the line, if this was a misdial press 2 otherwise you’ll be called again.”

If a caller doesn’t answer, the automated message will try again, on the third attempt it will be an operator to see if you’re okay. If no one answers a third time, officers will be sent to your location.

“The reason for this is every single call needs to get answered, and we need to confirm that you’re okay,” Capt. Kurihara.

The new system helps free up patrol officers and dispatchers time, but if you are in an emergency, HPD said do not hang up and wait for the automated message to call you back.

“Stay on the line, be patient, stay on the line or you’ll be dropped in the queue and won’t get through easily,” he added.

HPD says the main reason they are doing this is to alleviate high call volumes and free up operators time.

“Our vacancy is probably 30 to 25 percent right now so we’re continually hiring and if you need info go to our website.”

The feature is inspired by 911 callers who are disconnected from the phone line before it can be determined if they need assistance.

Abandoned 911 callers will receive a call from the display number (808) 768-0000 where a recording will ask them to press “1” if they need help or “2” if they don’t.

If the caller does not answer after the second attempt, an operator will attempt to reach the caller to ensure they are okay. If the operater cannot reach the caller, an officer will be sent out.

“The reason for this is that every single call needs to get answered and we need to confirm that you’re okay. So even if it gets disconnected, we still want to check that whoever called is okay,” explained Captain Matthew Kunihara.

Misdials, pocket dials and accidental dials are all considered dropped calls. Captain Kurihara explained that deactivated cell phones still possess the capability to dial 911 as well.

Honolulu police expect the new feature to be rolled out on Sept. 5.