ST. LOUIS - Michelle Otman and her family had to wait 30 minutes for an ambulance after her son suffered a seizure on the way to attend a Cardinals game
What the Cape Girardeau family hadn't realized was that St. Louis has had numerous problems when it comes to the city's emergency dispatch system. The family attempted numerous 911 calls that went unanswered, before eventually flagging down a sheriff's deputy.
"We didn't know the issues that your community is having with 9-1-1. Most importantly, we did not know not to hang up." Otman said, "If we hung up, our call would not be answered in the order it was received. That was the one thing I think that would have maybe been great information to have on the recording."
National standards from the National Emergency Number Association say 90% of calls should be answered within 15 seconds and 95% of calls should be answered within 20 seconds. However, St. Louis has been operating below those standards for years.
The St. Louis Police Department answers all 911 calls then directs them to EMS, Fire, or police. However, there's a substantial shortage of dispatchers and 911 operators.
A big issue has been starting pay, with operators beginning with a pay of $38,000.
"Pay is a big issue," St. Louis Fire Chief Dennis Jenkerson told KMOX's Maria Keena, "Our fire dispatchers make the same as firefighters, which is how we keep a well-staffed crew, a well-seasoned and experienced crew. Most people who work in fire alarm have 25-30 years of experience."
Otman says that she did have talks with the St. Louis fire chief Dennis Jankerson and asked him to make the information publicly available regarding the situation.
Jenkerson says that he listened to the 911 call and while the automated voice does tell the caller to not hang up, Jenkerson still feels there are better ways to improve it.
"When you're in a stressful situation, it's very difficult to control your ability to manage instructions you are given on the phone," Jenkerson said, "We understand the stress involved when someone makes a 9-1-1 call."
Jenkerson says there is no easy fix to a huge problem that has plagued the the city for years. The city has been working combine 911 centers to overcome the dispatch problems, with Jenkerson saying it will help fix the problem.
"Putting all the dispatchers in one building, and the ability to cross-train and have people fill spots, becomes a plus in the system," Jenkerson said.
Jenkerson says he estimates it could takes two years for the combine center to be fully up and running.