El Pasoans Calling 911 Could Be Greeted By Recording Instead Of Person

It wasn’t a busy signal, but a recorded message, that one ABC-7 viewer heard when she recently dialed 911 – and officials said it’s part of procedure when all the emergency call takers are busy.

“I started feeling lightheaded and before long, I could feel my heart starting to race,” Darron Saunders said.

When things got worse, his wife quickly reached for her phone.

“She dialed 911 and got a recording,” Saunders said.

ABC-7 listened to the recording. It says: “You have reached 911. Please do not hang up. Remain on the line for the next available operator.” The recorded message is then repeated in Spanish.

Saunders said his wife heard the recording six or seven times, before an emergency call taker picked up and help arrived.

“If there’s any problems that develop, we do want to find out where the problem lies,” El Paso Fire Deputy Chief Chris Celaya said.

Officials at the emergency dispatch center said there are usually anywhere from eight to 10 people armed with headsets ready to take 911 calls.

“The number of people will depend daytime versus nighttime. Of course, weekends are a little bit different,” Celaya said. “The fluctuation in staffing is based upon the need.”

There are times when all call takers are busy. Not only will callers hear that message, but lights will flash all around the center letting employees know there are other emergencies around town.

“I don’t really know who is at fault, it’s just a pretty big mistake to occur,” Saunders said.

911 call takers urge callers to stay on the line if they do hear the recording, however, if the caller hangs up, emergency call takers will return their phone call.

Emergency officials said they are investigating why it took so long for call takers to answer the 911 call. All parties have requested their call records for more details.