Councilmember checks into 911 calls that go astray

| Safety | West Seattle fires | West Seattle news

After the Alki duplex fire two weeks ago tonight, someone commented on WSB that their initial call to 911 was routed to Kitsap County. West Seattle-residing City Councilmember Tom Rasmussen read that comment, noting it’s happened to him too, and decided to check into it. He and his staff found out what happens in cases like that, why, and one good way to make sure it doesn’t hold up emergency reporting; they shared their discoveries with WSB – read on:

Rasmussen staffer Brian Hawksford (also a West Seattleite) talked with Seattle Police Assistant Chief Dick Reed, who Brian says “explained how calls are routed to the closest cell tower to the call origin unless the tower is at capacity or is not functioning for whatever reason. When either of those instances occur, the call is routed to another tower which in the case of some areas of West Seattle can mean being transferred to Kitsap County.”

Councilmember Rasmussen, meantime, spoke with a fire dispatcher who acknowledged this happens “on a daily basis” but usually only results in a few seconds of delay before the call’s properly routed. Seems this happens on Mercer Island sometimes, too, so it’s not just West Seattle. And since cell calls still don’t universally result in a location display at dispatch headquarters, that’s an instant clue to dispatchers that they’re going to need to quickly ascertain the caller’s location and who to send for help.

As a result of this occasional problem, Councilmember Rasmussen says he now starts a call to 911 by saying “this is a Seattle emergency,” so he’ll get switched over if he went to the wrong place.

Another factor his staff discovered while investigating this is that a “highly visible emergency” like the Alki fire will result in many simultaneous calls and an inevitable backup while each call is answered.

If you want to read more background on the state of the 911 system, Assistant Chief Reed pointed out this King County site: metrokc.gov/prepare/E911/e911.aspx

island dweller August 7, 2008 (7:48 pm)

I used to work at the King County Sheriff’s 911, which covers areas along the water like the west side of Burien and Vashon. Several times we got calls from other jurisdictions and many times calls from our side wenrt across the water.

evidently, if the closest tower is overcrowded and the signal is trying to find another tower, it can travel across the water virtually unobstructed to a tower on Kitsap or elsewhere.

One time we received a cell call from Vancouver Island. The called dialed 911 from their cell, and somehow it found it’s way to the Sheriff’s 911 center in Downtown Seattle.

Go figure.

acemotel August 7, 2008 (7:54 pm)

Not to critique CM Rasmussen, as I think he’s the most responsive council member hands down (to wit noticing a comment on a blog posting and following up with the city) but uh, does he really call in to 911 on a regular basis? i.e. “he now starts a call to 911……” I can’t even remember the last time I called 911.

Christopher Boffoli August 7, 2008 (8:02 pm)

I brought my cell phone with me from New York City so I could keep my old number. AT&T wireless knows I’m in Seattle as my bills come here. I wonder if I were to call 911 if it would ring through to New York or if it would be directed to a local 911 center.

Scott August 7, 2008 (8:31 pm)

Chris: 911 calls to a LOCAL 911 call center.
Not NY.

d August 7, 2008 (8:33 pm)

My .02 –

I call in 911 frequently acemotel. Most of the time it is from my car – and usually when someone looks like they are in distress of some kind. Why the heck not? I have NEVER been told by 911 operators that it is inappropriate – I usually get a sincere thank you. I’ve called 911 probably a couple of dozen times in the five years since I’ve been in West Seattle, so I can’t remember all of them, but I do recall a concern for a drunk flat on his face in the street or a 2-year old wandering across traffic by herself or someone asleep/dead/passed out slumped in a car deserves some police attention when there is no evidence of anyone else around taking care of the situation.

Like I said – my .02.

add August 7, 2008 (8:39 pm)

I do the same, d. I’ve called for people stuck on the side of the highway, an accident that looks like it recently occurred, passed out/unconcious people on the street (only had that one once!), etc. I figure, maybe someone already called, but maybe they didn’t – so it doesn’t hurt to call for help when it could be needed.

derf August 7, 2008 (8:59 pm)

I too call 911 when I see something that appears to be blatant criminal activity or truly hazardous stuff in the making (erratic driver/drunk, kids being left inside hot cars, people destroying/tagging property…) I’ve never been told by 911 not to do so, in fact, I’ve called the non-emergency police # a few times and have been told to call 911 instead. I think it is our duty to let the police know this stuff. I’d feel really really guilty if I didn’t report some suspicious activity and later found out that someone died or was hurt because I didn’t take the time to make a quick phone call.

Loree August 7, 2008 (10:32 pm)

I work in cellular 911 for a living, and the Assistant Chief doesn’t have it quite right. Without getting into a long, nerdy, extremely boring explanation, here’s a simplified version: 911 calls placed by cellphones are routed based upon whichever tower picks them up. And if there’s something wrong with that route, there’s almost always a built-in “safety net” that will send your calls to an alternate answering location.

Hills, tall buildings, and large bodies of water are the biggest culprits in interfering with your signal. Water is especially annoying, because it can bounce your signals all over the place — for example, until fairly recently, a lot of calls (911 or otherwise) made from certain parts of the Belltown end of the waterfront were actually picked up by cellular towers in West Seattle.

The good news is that the Puget Sound area was one of the first cellular markets in the country to embrace enhanced 911 wireless technology, and in my opinion the 911 operators in this region are among the best trained, most professional, best equipped, and most informed in the country.

WSB August 7, 2008 (11:08 pm)

ace – I paraphrased the very informative original note I got from the councilmember’s staff; often I just cut and paste but I felt in a rewriting mood tonight. Anyway, it’s the circumstances the others suggest – you see trouble, you report it. I wind up making such phone calls myself every few months if I’m on the bridge or viaduct and I see someone stalled and there’s no one attending to them yet – can’t assume they have a phone. And in fact, the first time I ever got Kitsap 911 instead of Seattle, it was while reporting something from the viaduct – though this was quite a few years back – TR

Larry August 8, 2008 (10:29 am)

Check your wireless phone bill after placing a call in Lincoln Park along the water. Years ago I saw that my billing reflected that I had placed a call from across the Sound when I hadn’t been there at that time. Then I realized I had been in Lincoln Park, and simply figured that the nearest cell tower had taken my call. The same thing happening at Alki wouldn’t surprise me at all.

Alvis August 8, 2008 (1:46 pm)

Speaking of 911 calls, I wonder how many violent crimes are unreported because the witnesses are afraid their voices will be IDed by the offender when the 911 audio tape is gratuitously played by a local broadcast news show. I think it would be a smart idea if the city council passed a law to prevent — or at least delay — the release of 911 audio tapes merely on grounds that someone has filed a a public information request.

WSB August 8, 2008 (1:53 pm)

Having spent decades in TV news, I can tell you they’re already delayed. Sometimes small departments turn them around the next day but others wait till clearing all sorts of reasons for releasing them. And sometimes they aren’t released at all. I’m not a supporter of the gratuitous reasons for playback but sometimes they yield important information about what happened prior to or even during the crime which wouldn’t come to light otherwise, like previous calls made by people in dv cases coming to light after their pursuer finally “succeeded” (the Crystal Brame case comes to mind).

acemotel August 8, 2008 (3:50 pm)

Thanks folks for the reminders of when it’s a good idea to call 911 just in the interest of public service. It reminded me that I did once call on a drunk driver on 35th, many years ago……… even though he was long gone even before I even finished the call. Many eyes on the street is a good thing.

Tom Rasmussen August 8, 2008 (3:53 pm)

I wanted to chime in here a little. First thanks, acemotel, for the compliment. I believe that it is important for a Councilmember to be as helpful and as responsible as possible. I and Brian, Ann and Maia of my staff work to live up to that standard.

As to making 911 calls, I don’t frequently make them but, like many of the other people who commented here, if I see what appears to be criminal activity, an emergency or if someone appears to be having trouble, I call 911. I can’t imagine how a Councilmember could walk by or drive by and not take some action.

My experience is that our emergency dispatchers will be focused, courteous, and get as much information as possible. I have attended many meetings with SPD and they consistently emphasize the importance of reporting.

Thanks everyone.

Tom

Sorry, comment time is over.