911 Is for a Crisis, Period

Los Angeles’ 911 emergency phone system has been overwhelmed with calls for several years now. Some callers dial 911 to complain of barking dogs or ask for the telephone numbers of city departments. Wrong number, folks: 911 is for emergencies only, and its use for anything else risks delaying the response to crises.

The City Council, seeking a sensible option, is considering forming a task force to investigate the possibility of a separate nonemergency phone system that could lift the burden from 911. The existing system, established in 1983, was so swamped last year that nearly one in 10 calls among the estimated 3.6 million made was abandoned when the caller could not get through quickly. An abandoned call can mean emergency service undelivered and the loss of a life.

Most of the fault lies with misuse. Nonemergencies account for 85% of the calls. This problem is compounded by difficulties in hiring and training of operators, turnover and funding. The city’s central dispatch system has had a 90% operator turnover in the last three years. Sixteen new phone consoles go unused for lack of operators. No wonder the option of a non-emergency system is under consideration.

Baltimore and other cities have employed a 311 number for nonemergency calls. A decrease of up to 20% in inappropriate calls is claimed.

Los Angeles city officials should study the 311 option and start now on a massive educational campaign on the purpose of 911: emergencies only.

Potentially this is an excellent program. It saves lives. It fights crime. But it cannot work if callers use the lines to complain about a loud stereo next door.