Weather | Beachcam
Login | Contact Us | Staff | Site Map | Archives | Alerts | Electronic Edition | Subscribe to the paper

HomeNewsState

Cell phone calls taxing 911 system

Agencies struggling to adapt

LOS ANGELES (AP) — California's emergency agencies are struggling to adapt to a surge in calls from cell phones that have overwhelmed the state's 911 system, leading to lost calls and long waits, according to a published report.

Cell phone emergency calls take longer to handle and dispatchers can easily become swamped, such as when multiple callers report from the same accident scene.

There are roughly 10 times the number of 911 calls made from cell phones in California than there were in 1990. Last year, more than 8 million emergency calls were made from cell phones in the state, according to a review of data by the Los Angeles Times.

Officials say callers are more likely to receive a quick response from a land line. But even those calls could have a delayed response by dispatchers bogged down by cell phone calls.

The state says 90 percent of 911 calls should be answered in less than 10 seconds. But at the California Highway Patrol's two largest call centers — in Los Angeles and San Francisco — waits averaged more than five times that, according to data covering January through July of this year. It's extra time that could be the difference between life and death.

Elementary school counselor Brad Edwards waited eight minutes for a dispatcher to pick up an emergency call he made from his cell phone when a student collapsed and began foaming at the mouth.

"The fire station is just a few blocks away," he said. "I could have run there faster than it took them to help me."

The longest waits through July — an average of the longest delays each month — were 27 minutes in the Los Angeles area, 47 minutes in the Ventura area and more than 16 minutes in the Bay Area.

CHP officials say cell phone users who dial 911 for non-emergencies — seeking, for example, traffic or weather information — are partly to blame.

Records show that nearly half of the emergency calls made to the CHP in the Los Angeles area through July were abandoned by callers or disconnected before a dispatcher picked up.

The CHP cannot track how many calls were true emergencies.

But "even if it's 1 percent of those emergency calls, we're very concerned about it," CHP Assistant Chief Jon Lopey said.

The state Department of General Services is pushing to divert more cell calls from CHP call centers to local agencies to ease some of the load.

Discussions
Discuss this article
(Requires free registration.)

Article discussions on this site are to support community debates of issues related to our stories and editorials.

Discussions should not stray from the subject of the story or editorial.

We do not allow the following:

  • Posts that degrade others on the basis of gender, race, class, ethnicity, national origin, religion, sexual orientation or disability.
  • Disparaging remarks, abusive language or obscene comments.
  • Threats, whether obvious or veiled.

We reserve the right to delete threads and/or ban users for these or other reasons we deem necessary.

Opinions are the sole responsibility of the person posting them. You agree not to post comments that are off topic, defamatory, obscene, abusive, threatening or an invasion of privacy. Violators may be banned. Click here for our full user agreement.

Username:

Password:
(Forgotten your password?)

Your Turn:

Loading videos... If you don't see them shortly, you may need to download the Flash Player.