Today my car was stolen. I waited on *automatic* hold for about 10 minutes before anyone even knew my problem. A 10 minute wait is fine for a car theft, but only AFTER the 911 center knows my call is not urgent.
Emergency room doctors use a “triage” priority system to line up patients according to urgency. It’s standard procedure, but it is totally worthless if 911 can’t get victims to the E.R. alive. All calls should be very quickly screened and routed/queued according to urgency.
The Atlanta 911 center recently changed management (11 Alive story), but this is no excuse for a lapse in operations. Get it together, Atlanta!
Recommendation
If one has an automated call center, as Atlanta 911 clearly does, then let the system ask the caller to press 1 if the call is “life & death” – or “rank the urgency, where 2 is most urgent and 9 is least”). Many rational callers (i.e. me, today) will self-sort before even requiring a live person. Being short-staffed is not an excuse, it is an opportunity to improve!
Another Recommendation
Provide an alternative number which is easily publicized and for less urgent calls, maybe 011 instead of 911. I don’t know what other number to call to reach A.P.D. other than 911. Providing an alternative lower-priority communication channel is another common-sense option, and it’s just not difficult implement.
<UPDATE>
My “clunker” was recovered about 2 hours after the police report and “lookout bulletin.” I was really lucky – got the window replaced this afternoon, there was only minor damage.
So after the phone call from the police, I rode my bike over into Bankhead (ghetto) and drove my car back. The APD really slam dunked this case – an undercover cop cruising around the Bankhead area spotted the car and roadblocked the guy. Cops swarmed in and cornered the criminal and he ditched my car on a sidewalk. There were many unemployed people in the street in front of their boarded up houses watching everything unfold in the middle of the day. It looked like a TV show.
It’s great that they caught the guy in the car with stolen property from all the other break-ins he did on our street (that makes it a felony auto theft rather than “theft by receiving.” It also links him to the other felonies on the street.) He had crack in his pocket, cruising around in my car with loser lottery tickets, blaring music from stolen CD’s, etc. He really made himself at home in the car in a short time! I have a new ashtray, Zippo lighter, etc.
This amounts to multiple felonies, the jail can’t keep him (not a crime against persons), and he’ll be back on the streets, unable to get a job even if he somehow cleaned up one day. It’s a vicious cycle. I applaud the police and really ponder what can be done about our system which forces police to collect these repeat offenders time after time, never seeming to put a dent in this sort of crime.