Emergency Dispatchers Move Back To Old Location

EL PASO, TX. – After another “technical glitch” at their new facility, things have come full circle for the Sun City’s 911 dispatchers.

ABC-7 first uncovered the situation last week and those problems at the new call center downtown, have resulted in some tough decisions for police and fire department officials. Police and fire department dispatchers have moved back to their old location, at police headquarters.

Frustrated by problems at the new $10 million 911 call center downtown, including a complete failure during morning rush hour about two weeks ago, EPPD officials decided Wednesday night to move its dispatchers back into the old call center on Raynor.

The main problem is missed calls due to technological problems. However a spokesperson tells ABC-7, “The good news is we handle about 1100 calls per day and this is happening about five or six times per day.”

However for some, that’s five or six times. Police assured ABC-7 that missed calls don’t go unaccounted for. “What we do when we recognize the person on the other side of the phone can’t hear us, we hang up the phone and call them right back.”

That fact is called into question by Richard Castanon. When he called for help two days ago, he tells ABC-7 there was no answer, even after ten to twelve rings. Mr. Castanon says, “I figured they’d call me back …but i never got a call back.”

Mr. Castanon adds that he’s not the only one that’s had that problem recently. Castanon added, “Two other friends called me today and they had the same experience I did…they called 911 and there was no answer … It’s scary … It’s a scary feeling.”

911 officials tell ABC-7 that the public is as safe and secure as they were two months ago. They added that a move from Raynor back to the new center could take place as soon as Friday, or it could be another week or so before the issues are worked out