MVRDA explains 911 hang up procedure after study suggests to re-evaluate

How should dispatchers handle 911 hang up calls?

It’s a question causing controversy after a staffing study of the Dona Ana County Sheriff’s Department suggests the department should re-evaluate its procedure.

That suggestion has deputies firing back.They say it’s their duty to respond to all hang up calls, because someone may be in trouble.

“If we’re unsuccessful in reaching a caller we’ll dispatch law enforcement to check on them. If we are successful at reaching the caller we’ll interrogate them telling them we got a call from 911 it was a hang up,” Hugo Costa, the director of Mesilla Valley Regional Dispatch Authority, said.

MVRDA tells ABC-7 every dispatcher must follow these guidelines. If not, there are liability issues.

On Wednesday,the consultant who did the study tells ABC-7, he agrees.

Dr. Alexander Weiss says what he meant during Tuesday ‘s meeting was that the county should educate residents on what to do if they accidentally call 911. They should also look at how to handle calls when home alarms go off.

“If you can verify that it was a technical error then they don’t go, if you’re uncertain or have evidence that a crime took place, then they go,” Weiss said.

Although, MVRDA says a great system with alarm companies is already in place.

“We ask have you tried at least two times to contact the key holder and if the answer is no we say please try to contact two before we dispatch out,” Costa said.

Dr. Weiss also suggests the county get in touch with hotels that may have extensions that cause people to accidentally dial 911.