It is the first warmer day of the season and a break from the winter cold. In dispatch today, Brad, Josh and Erin are looking forward to the weekend and discussing their plans.
As the phone rings…
Brad: “9-1-1, where is your emergency?”
Caller: “I called last week, and no one has taken care of this issue.”
Brad: “Where is the issue?”
Caller: “Oh, good grief, you don’t know?”
Brad: “Sir, where is the issue happening and what is the issue?”
Caller: “You should know! You have my phone number, name and all my history; just get someone out here to take care of it already!”
Brad: “Sir, I do not know what the issue is. Can you provide your address?”
Caller: “This is T.L. Business, I have called about the same thing many times out here at my house!”
Mr. Business, was reluctant on providing his address but eventually did.
Brad: “Mr. Business, I am not familiar with the issue; can you tell me what led you to call 9-1-1 today?”
Mr. Business: “The same thing keeps happening, the neighbor’s animals are out and in my yard!”
Brad: “I will advise law enforcement.”
Mr. Business: “I want them here now and to take care of this problem once and for all.”
Brad: “I understand Mr. Business. I will advise law enforcement, I do have to release the call for an incoming emergency call.”
As Brad hangs up to take an emergency call, Josh and Erin are already on emergency calls. All three of these calls are about the same emergency, a wreck on U.S. 63 with multiple vehicles. As the phone keeps ringing, the team is dispatching EMS, Fire and Law to this accident. Josh and Erin are also talking to callers on scene providing lifesaving instructions until the field first responders arrive on scene. As the phone keeps ringing…
Brad: “9-1-1, where is your emergency?”
Caller: “Don’t you hang up on me! You get out here and get these animals!”
Brad: “Mr. Business, I did tell you I had to release the call; there are emergency calls that I need to assist with. I did tell law enforcement about your issue.”
Mr. Business: “I want someone here now!”
Brad: “I understand, and they have been advised. I do need to hang up to take an emergency call.”
Brad again hangs up and takes another emergency call, this time a possible heart attack at a rural farm. Erin was able to release her call and get EMS and the fire department dispatched. Josh was releasing his call as the fire department arrived on scene of the accident. EMS had requested a helicopter to the accident scene, Josh quickly got one notified. Brad was still talking to the family of the possible heart attack victim as the phone continued to ring.
Erin: “9-1-1, where is your emergency?”
Caller: “Listen, I told you not to hang up on me!”
Erin: “Sir, I have not hung up on you; this is the first I have spoken with you. Do you have an emergency?”
Caller: “Yes, I already told you to get out here and get these damn animals!”
Erin: “I believe you spoke with my partner; he has dispatched someone to your address.”
Mr. Business: “Well they sure are not here yet!”
Erin: “They will be there as soon as they can, there are multiple emergencies in progress.”
Mr. Business: “These animals are messing up my grass, this is an emergency!”
Erin: “Mr. Business, I am going to release the line; someone will make contact with you as soon as they can.”
As Erin was hanging up the phone, Mr. Business is heard saying “I pay your damn salary; I expect you to get out here at take care of this!”
Mr. Business did not stop there but called back another four times.
The total call volume for 30 minutes of this shift was 17. The calls included the accident, a possible heart attack, an elderly fall outside, a laceration to the hand and Mr. Business calling in seven times about the neighbor’s animals. In addition to answering the calls and dispatching local field responders, dispatch also notified two helicopters for the accident, gave pre-arrival instructions for all the calls and documented all as they went. The call does not end once field responders are on scene, dispatch remains vigilant to ensure the safety and needs of the responders.
Missouri RSMO 1930.308 explains that it shall be unlawful for any person to misuse the emergency telephone service. A misuse of the emergency phone service includes but is not limited to calling 9-1-1 repeatedly for nonemergency situations. Any violation can lead to a class B misdemeanor.
Texas County 9-1-1 dispatch answers every call as it is an emergency. All information such as location, phone number, name and chief complaint will be asked. There is no way to know if a call is regarding a life and death situation or just and accidental dial until the call is answered. Once that call is answered, dispatchers are quickly assessing and determining the type of response that is needed as questions are asked. If there are many priority calls such as a major accident, then a lower priority call such as cows in a yard, the lower priority call may only be asked the minimal questions and release the call. This does not mean it is ignored; it is handled once time allows, and the life and death emergencies have been addressed.
There are thousands of calls into 9-1-1 each year, in 2024 there were 35,960; in 2025 there have been 6,822 already. Every one is handled and prioritized as they are received, not one of them goes unnoticed.
Even though the dispatchers are never seen during an emergency they are the first on scene for every call. Thank you for your continued support.
The Texas County Emergency Services office in Houston is funded by a 3/8-cent countywide sales tax approved by voters in 2013. Director Terra Culley can be reached by phone at 417-967-5309 or by email at terraculley911@hotmail.com.