The call came in at 2:05 a.m. The 911 operator who took the call was a veteran of many years. He intoned with a mixture of compassion and authority, “Do you have an emergency?” But the caller couldn’t talk. Over the phone line came choking sobs. To the operator it sounded a bit like gasps for air. Or was it shock and panic that the operator was hearing? The sobbing, gasps, and attempts to talk in a hushed tone continued, leaving the operator baffled.
Clearly there was an emergency. But despite years of training, it was impossible for him to tell what type of emergency it was. Was it a person in the throes of a physical or mental crisis? the operator wondered. Or was this a mass casualty event, and the caller was the lone survivor, suffering from shock and pleading for help?
Identifying the caller’s location through EMS tracking, the operator responded in the only way he felt he could. He called for a city-wide multi-disciplinary response.