San Francisco launched its new multi-million dollar 911 dispatch center a couple of months ago, but people who work there say the facility has been troubled from the start.
When someone calls 911 what all they care about it getting help and fast. For 16 years, Burt Wilson has been answering those calls, day in and day out. 'Being a dispatcher is a great job. You literally help people at their greatest time of need,' he said. But as the president of the 911 Dispatchers Union, Wilson said behind the scenes at the city's Department of Emergency Management, there's a complex set of challenges and problems that will take time and money to fix.
Some of the system crashes have lasted up to four hours. San Francisco Department of Emergency Management Executive Director Mary Ellen Carroll said the computer system is nearing its end of life. There is a larger $44 million plan to upgrade, but that won't happen for another two years.
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