Feb 13, 2008 11:42 pm US/Eastern
Call From Dying Bucks Co. Woman 'Poorly' Handled
DOYLESTOWN (CBS 3) ―
Dispatchers 'poorly' handled a 911 call from a disabled Bucks County woman who was killed after her bed burst into flames, according to findings released by officials Wednesday.
Brenda Orr, 53, called 911 from her home on the 300 block of Doyle Street in Doylestown after waking up to find her bed was on fire at about 10:30 a.m. on January 29.
It took six rings for a 911 dispatcher to pick up Orr's phone call at 10:31 a.m., despite the fact 10 people were working in the call center at the time, officials said. When she got an answer, Orr was immediately put on hold despite her desperate pleas for help.
"This is an emergency, 911 emergency. 340 Doyle. Bed on Fire," Orr could be heard saying on tapes of the call.
A second dispatcher suggested Orr leave the house, which was impossible as she was bed-ridden due to Multiple Sclerosis.
Officials said Orr died of smoke inhalation inside her home.
Bucks County officials said 11 dispatchers and four supervisors have been disciplined as a result of an investigation into the poorly handled call.
"When the call was serviced, there is some suggestion that Ms. Orr was treated discourteously. That was wrong," said Bucks County Commissioner Jim Cawley. "While the phone was ringing six times, there were ten people on duty who were capable of answering the phone call who failed to do so. That was wrong."
Investigators said none of the employees on duty had a valid reason for not answering the phone call immediately.
Officials said those involved were given a letter in their file, but would not disclose if any employees were suspended. When asked why no one was fired as a result of the incident, officials said, 'because we didn't think that behavior rose to the level of termination.'
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