Police: Breaker Caused 911 Outage

LONGVIEW — A 911 dispatch system failure that caused one emergency call to be dropped and others re-routed occurred when workers bumped a breaker. Longview police officials blamed this past week’s outage on contractors working in the breaker box next to one for the 911 telephone system. The failure happened about 10:00 Wednesday morning.

Police spokeswoman Kristie Brian said when the telephone system failed, it went directly into multiple alarm mode, which required that calls be rerouted to non-emergency extensions for up to about seven hours.
“Because of the way the system is configured, the only way this could have occurred was if something physically bumped, switched or unseated the breaker,” Brian said. “And the only people working on the electrical system and near those breakers at the time were the contractors.”

Because of the error, one in-progress 911 call was dropped, Brian said, but it already had been processed and entered into the dispatch system, so dispatch was not affected. She said Systems Specialist Daniel Waites was notified about the issue immediately and activated the center’s backup procedure to forward all calls to the Gregg County Sheriff’s Department.

Brian said call routing was lost for between 45 seconds and a minute. While technicians worked to reroute calls to the non-emergency extensions, two dispatchers were sent to Gregg County to assist handling emergency calls, she said. “The enhanced features of 911 were not available while the system was down. Specifically, this includes the automatic number and location information that typically displays during 911 calls. However, it is (dispatchers’) policy to verbally verify all addresses and phone numbers on emergency calls, even when they have the number and location displayed. Therefore, dispatch time was not significantly delayed on any calls processed internally,” Brian said.

While the system was down and calls were being rerouted to Gregg County, the department received seven phone calls, three of which were for emergency medical services. Brian said the communication staff have an effective and capable contingency plan in case there is a system failure, and that it worked exactly as designed.