Monitoring 911 operators and calls

Monitoring 911 calls and operators

A Houston woman has been arrested after she was accused of hanging up on thousands of 911 callers.

Police said that 43-year-old Crenshanda Williams told at least one caller she didn't have time to listen. Williams is charged with two counts of interference with an emergency telephone call.

Could something like this happen here in Austin?

Anyone who makes a 911 call wants to make sure their call is taken seriously and the Austin Police Department’s Emergency Communications Division says they are working to make sure that happens.

Department representatives say they have several preventative measures in place.

For one, there are supervisors in charge of monitoring live calls. These supervisors also randomly review filed 911 calls to look at a call taker's customer service skills.

On top of that, individual call duration times are regularly reviewed and compared to the divisional average, so if hang ups are happening frequently it will show.

Right now, APD says they have 115 employees in the communications center and only seven job openings.
Police say they're staffed enough to handle the amount of calls they get.

Officials say any reported "hang up" by a 911 call taker is immediately and thoroughly investigated. So if you have a bad experience, be sure to report it by calling 311.

(© 2016 KVUE)


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