#contactcenterworld

Washington, DC, USA, July 4, 2024 - D.C. Councilwoman Brianne Nadeau says the 911 call center’s continuous mistakes are alarming and unacceptable. Tragically, it has even resulted in people and animals dying.

That is why Nadeau sent a letter to the City Administrator, Kevin Donahue, and the Office of Unified Communications (OUC) Director, Heather McGaffin, stating deep concern and frustration with the agency’s mismanagement of emergencies and lack of transparency.

"When you’re calling 911, it’s possibly the worst moment of your life. Someone’s having a medical emergency or someone has been hurt, or you need the police. To be put on hold in that moment, it just compounds that fear and upset, so when I hear from constituents who are calling either because they need something or they’re trying to be good Samaritans, and they’re not getting through, that’s not okay," Nadeau said.

"The agency has a documented history of making critical errors, including dispatching EMS to the wrong address, misdirecting calls, failing to prioritize emergencies, and not answering 911 calls," she added. "I think about it a lot as a mom because I have a child with food allergies and if I ever needed to get her to the hospital quickly because she was having an anaphylaxis reaction, I’m not convinced that help would come in time."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.fox5dc.com

Date Posted: Friday, July 5, 2024