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Sam Penrod ReportingAn independent report of Provo City's 9-1-1 dispatch center reveals widespread problems, including low morale. This report was turned over to Provo City in November, but the mayor's office would not release it until it was requested through open records laws by the Deseret Morning News. Late yesterday, on the deadline for turning it over, Provo released the independent report to the news media.
The 86 page report from the Association of Public Safety Communications Officials details strengths and weaknesses of Provo's 911 dispatch center. The report was made in response to the death of a Provo man in October of 2004, who called 911 for help, which never arrived. Scott Aston called from a cell phone, so it was not traceable and the dispatcher sent rescue teams to the wrong address.
The call was disregarded, but Aston was found dead four days later. The city finally settled with his family out of court.
Now this independent report, found that the center has several problems, including low morale blamed on poor communication from police administration to dispatch center supervisors. The report states, "This has resulted in an extremely negative work environment that has impacted even the newest dispatcher."
The independent report also offers numerous recommendations. Provo City maintains it has made improvements to the dispatch center and also plans to do more, including, making significant changes in organization and command structure, hiring two more dispatchers to help with understaffing, and hiring a full time training officer.
In a prepared response to the report, Provo Mayor Lewis Billings says the city will use the report to make the dispatch center, "even better and more responsive to the needs of the public."
