Full Interview: D.C.'s 911 Call Center Director Says Protocols Were Too Rigid

Earlier this week, a D.C. fire lieutenant was charged by the department with neglect of duty after a 1-year-old boy died from choking on a grape, and the 911 call center did not send the closest available unit. Chris Geldart, D.C.’s director of Homeland Security — who has also been overseeing the 911 call center since its director was fired — says protocols for 911 call takers were very rigid and there was a fear of discipline at the agency. Call takers are required to ask 15 to 20 questions before they dispatch an ambulance or medic unit, and call takers would get in trouble if they deviated from that strict protocol. Those factors also contributed to delays in dispatching medical units, Geldart says.