Contact: Romana Lopez – 207-7579 Date: May 23, 2019 Release No.: 19-038
STATEMENT REGARDING 911 SYSTEM
Yesterday evening, in response to electrical issues at the 911 Call Center, we initiated our contingency protocols and transferred our 911 operations to the backup facility. Our backup protocol was successfully implemented and worked as planned. At some point during the transfer to that facility, the Bexar Metro 911 service provider incorrectly routed 911 calls, which resulted in a service disruption of about 30 minutes, shortly after midnight. Non-emergency calls and the 911 text messaging service were never affected. The issue was corrected in approximately 30 minutes and 911 calls were successfully transferred to the backup facility.
No additional service interruptions have been reported, but we will continue to conduct our dispatch operations from the backup facility until the electrical issues at our primary facility are resolved, we anticipate this may take a couple of days. We are investigating any calls that may have been impacted.
The process of relocating to the backup facility worked as designed. Both SAPD and SAFD have trained and implemented this protocol in the past with no issues.
The ability of citizens to reach a 911 operator during an emergency is critical and any disruption of service is unacceptable. This morning we are meeting with our service provider and partners to conduct a full investigation into the cause of this incident.
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