Overworked 911 center cited in delayed fire response

Atlanta officials acknowledged Tuesday a severe shortage in 911 operators contributed to delays in responding to a fire that destroyed a Grant Park home Saturday night.

Those who called Atlanta’s 911 communications center about that fire said they were immediately placed on hold. The center had six operators on duty Saturday night. “We should have 10 to 12,” said Miles Butler, director of the 911 center.

He said it took an average of 85 seconds for operators to answer calls Saturday evening. About 10 seconds is ideal, he said.

“The 911 center is understaffed and overworked,” said Atlanta fire Lt. Jim Daws, president of the International Association of Firefighters, Local 134. “The public safety system in Atlanta is stretched to the breaking point.”

The center, with a staff of 138 employees, currently has 33 vacancies, he said. A hiring freeze tied to the city’s financial troubles was recently lifted, said Butler, though it could be a year before new operators can be hired and trained.

Atlanta City Councilwoman Joyce Sheperd requested the city’s fire chief and deputy police chief attend Tuesday’s meeting of the Public Safety Committee at City Hall to explain what happened Saturday night. Sheperd said she’s heard from many constituents that Atlanta’s 911 delays are a common problem.

“That happens a lot,” Sheperd said. None of the officials who were present disputed her assertion.

Deputy Police Chief George Turner said it’s common for the center to be stretched thin on Saturday evenings — “crime night,” according to Councilman C.T. Martin.

“Clearly, we are having some challenges in our dispatch center with the vacancies that we have,” Turner said. “We have a longer wait time, so this is not an isolated incident.”

While the 911 Center’s inability to field calls in a timely manner played a factor, Atlanta Fire Chief Kelvin Cochran said the delay was also caused by a wrong address an operator got from a caller to the 911 system.

Butler said the first call came in at 10:58 p.m. from Wilford Reed’s home — the house that was burning — on 342 Atlanta Ave. Reed’s wife placed two calls, but hung up both times after long holds. The Reeds were able to get out of the house safely.

Neighbors who also called for help, said the fire had already been burning for about 10 minutes before anyone reached a 911 operator.

But Butler said at 11:08 p.m., firefighters were sent to the wrong address on Grant Street. The Reed’s home is located at the intersection of Grant Street and Atlanta Avenue, but was not in view of firemen searching for a burning home.

The address mix-up caused another six minutes’ delay. Fortunately, a neighbor drove to the nearest fire station and alerted a battalion chief in person, Cochran said.

No one was injured in the blaze, which was caused by an overloaded electrical circuit.

Reed, who attended Tuesday’s meeting, continued to question why it took so long for crews to reach his house when it is only 1.2 miles from Fire Station No. 10 on Boulevard.

“By the time water first touched my house, there was no hope. I just want to make sure that this doesn’t happen to anyone again,” he said.

TIMELINE OF SATURDAY NIGHT’S FIRE IN GRANT PARK

10:58 p.m. Two calls are placed to Atlanta 911 by residents at 342 Atlanta Ave. as smoke begins to spread from the home’s attic. Homeowner Wilford Reed said his wife hung up both times after twice getting automatically put on hold for an extended time.

11:08 p.m. A neighbor reaches the Atlanta 911 Center and reports the address of the burning house as 358 Grant St. Several neighbors said they tried to reach 911 but hung up after waiting up to three minutes for an operator.

11:15 p.m. After being alerted by a neighbor that the fire was on Atlanta Avenue, not Grant Street, crews converge on the Reed’s home.

11:20 p.m. Firemen began dousing the 1920’s-era residence with water. By the time water flowed, the house was more than 50 percent destroyed, said Atlanta Fire Chief Kelvin Cochran.

— Sources: Atlanta Fire and Rescue, Atlanta Police Department