Lost in the System? Understanding 911 Calls That Never Reach Dispatch

• In Event: Beyond the Frontlines: The Day-to-Day Realities and Decision-Making Processes among Hidden Justice System Personnel

Abstract

Public safety communications personnel working in dispatch centers handle a diverse array of emergency and non-emergency calls, ranging from domestic violence incidents to mental health crises to requests for assistance with stray animals. Calls that require a police response are logged into a Computer-Aided Dispatch (CAD) system by a call taker and then assigned to an officer by a dispatcher. However, many calls do not require a police response and consequently are not entered into the CAD system, making it difficult to assess their frequency, nature, and resolution. This study addresses this gap by analyzing 844 calls from systematic social observations conducted in two U.S. counties. Unlike administrative data, systematic observations allowed the research team to capture more nuanced interactions between the public and call takers—including demeanor and problem-solving efforts—that may influence the call taker’s decision-making process and, ultimately, the call’s outcome. By examining dispatched and non-dispatched calls, this research aims to provide a more comprehensive understanding of the breadth and nature of problems addressed by call takers working in dispatch centers.

Author

• Konstadina Spanoudakis, University of Missouri - St. Louis