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Alex Cabrero ReportingUtah's 9-1-1 center has a new system in place that's creating some confusion for those making a call for help. A couple of months ago Valley Emergency Communications started the new system and some callers say it's a little tricky.
Basically, if you call 911, don't hang up. If you do, a dispatcher will still have to take that call, then try and find whoever made it. That could delay response time to other emergencies, which a few callers have found out.
Jay Doty's house was on fire.
Jay Doty: "My front room was full of smoke."
Cathy Costanzo thought someone was outside her window.
Cathy Costanzo: "We were really scared."
But when both of them tried calling 9-1-1, they couldn't get through to a dispatcher.
Cathy Costanzo, Called 911: "I really didn't know what to think to be honest with you, because I thought it was weird."
Jay Doty, Called 911: "They put me on hold so I hung up again and called again."
That is exactly what Valley Emergency Communications says you shouldn't do, especially now.
Geana Randall, Valley Emergency Communications: "They could potentially tie up two or three different people on trying to get back in touch with them."
VECC now has a new 9-1-1 phone system in place. If you call 9-1-1 and all the dispatchers are busy, you will no longer get a busy signal; instead, you'll get a machine telling you to wait and to not hang up.
Geana Randall: "And it says you've reached 9-1-1, and please hold for the next available operator."
If you hang up, your call is still in their system so when a dispatcher gets to it, it's considered an abandoned call and that dispatcher has to try and call you back. So, if you call several times and hang up several times because you get a machine, you could jam up the entire system.
Gana Randall: "Be patient when they do hear that, and know that we will get to them as quickly as possible."
The system has only been in place for a couple of months, but now that both these callers know about it, they admit it's better than getting a busy signal and having to call back.
Cathy Costanzo: "That gives me some comfort that at least they know you're on hold."
Also, if you call 9-1-1 by mistake they ask that you speak with a dispatcher and tell them it was a mistake so they don't have to take time to try and call you back.
