Call-taker’s Handling of 9-1-1 Call From Amanda Berry

On behalf of Cleveland Mayor Frank G. Jackson, I want to thank you for taking the time to express your concerns about our public safety call-taking process. The actions of the 9-1-1 call-taker who received an emergency call from Amanda Berry on Monday, May 6 are under review.

While the call-taker complied with policies and procedures which enabled a very fast response by police, we have noted some concerns which will be the focus of our review, including the call-taker’s failure to remain on the line with Ms. Berry until police arrived on scene. Please be assured that this matter will be investigated, and if necessary, appropriate corrective action taken.

I would like to note that the call-taker did take the call, create an event and send it to the channel dispatcher in less than 90 seconds. Within 1 minutes and 18 seconds from the time that the call-taker answered the call our dispatcher was broadcasting the assignment to available police units. As a result of the call-taker’s actions, police were dispatched and on scene in less than 2 minutes.

-Director Martin L. Flask, Cleveland Department of Public Safety