Fire Tape Highlights Comm Center Staffing

A roaring fire that destroyed two Cleveland homes generated several 911 calls for help, including one that was unanswered for six minutes during which a dispatcher made a remark about low staffing. The comment about staffing has sparked questions by the firefighters’ union and a department investigation. The fire started in an abandoned house and spread next door where a woman and her two children became trapped by the flames. She stayed on the line for 15 minutes with a dispatcher, giving her location so she could be rescued. On the dramatic logging tape of the call, firefighters finally enter the room and rescue her. During a second 911 call, on the tape of a neighbor’s call an unnamed dispatcher says, “I don’t know what’s wrong, but they need to put some more people over there.” Fire officials said they’re investigating. However, local media report that EMS commissioner Edward Eckart sent an e-mail directive to all dispatchers saying supervisors should fill in when dispatchers go on a break. Listen to the two 911 calls below (identifying info redacted).