Sent on 3/18/2014 5:27:09 PM
Background The Pima County Sheriff’s Department had a 23 minute interruption in its 9-1-1 service on Monday, March 17, 2014, from 2:43 p.m. until service was restored at 3:06 p.m. When service resumed, immediate attempts were made to identify and contact those calls that were missed. A total of 54 calls were logged as missed. Here is a breakdown of how the 54 missing calls were handled; - 16 duplicate calls were received - With the 38 remaining calls: • 10 were test calls (not calls from the public, but internal testing of the system) • 18 callers were re-contacted to determine if further public safety services were needed • 6 return attempts went to voicemail where department personnel left individual messages. A minimum of two individual calls and messages were left at separate times. • 4 of the received calls came from 9-1-1 only phones which do not have active cell service. These phones leave no information which would enable us to return those calls. No 9-1-1 calls have been missed since 3:06 p.m. on March 17, 2014. System Update Two issues have been identified. The first was a telecommunications network issue that led to the interruption in service. That issue has been resolved. An additional software issue that affects some call taker workstations has been identified and is being remedied. While that issue is being remedied, Sheriff’s 9-1-1 call takers are working out of our standard backup dispatch center. Those backup facilities are functioning as designed, to ensure continuity of operations when services are interrupted at one of the major dispatch centers. Again, the Sheriff’s 9-1-1 system which covers unincorporated Pima County and Sahuarita is functional and all 9-1-1 calls are being taken as usual.