10 Investigates why 911 call was delayed 2 minutes in movie theater shooting

6:02 PM, Jan 24, 2014   |    comments
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New Port Richey, Florida -- Pasco County 911 received some 30 calls following the deadly movie theater shooting in Wesley Chapel last week. Newly released logs show sheriff's deputies arrived on scene in just over four minutes and Fire Rescue within seven minutes.

MORE: Movie theater 911 call released

But there is one call that's raising some questions.

The problem call came into Pasco 911, and the operator then transferred the caller to the "law enforcement side" of the communications section.

At that point, the phone rang for nearly two minutes -- 17 times -- seemingly too long in an emergency situation.

The Pasco County's Office of Emergency Management released a statement saying while there was a delay in answering, there was no delay in responding to the scene.  Pasco County already had emergency personnel on the way and it contends the delay was due to the volume of calls.

But here's the problem: while the Sheriff says the 911 system has been merged to a board of county commissioners communications section, in reality that's not totally accurate.

911 operators are in one big room and still separated by a divider from the sheriff's side of the room, like it has always been. There are supervisors for both sides, and many 911 operators are not allowed to dispatch sheriff vehicles.

So just as in the past, the calls have to be transferred and that's where the delay occurs, as the 911 operator has to wait from someone on the other side to pick up the phone that rings and rings and rings. 

Also this week, the computer system crashed for 50 minutes. While Pasco County say it has fixed its 911 problems, that appears to be far from the truth.

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