Hank Investigates: Lost in the System

"Lost in the System" is an ongoing investigation into the 911 system.  To view the previous reports, click on the links below.

11/07/2001: Lost in the System

02/25/2002: Lost in the System

When you need help in an emergency your first instinct is to pick up the phone and call 911. But our in-depth reports revealed the help you called for might not be able to reach you in time, or find you at all. An update on this exclusive investigation.

From the Nightteam's Hank Phillippi Ryan.

We have learned the changes at 911 are starting at the very top.

Jaime Karp, Executive Director of the system, is no longer in charge. Though she would not discuss it today, state officials confirmed: she's out.

She ran the state's 911 program, the telephone emergency system that sends rescue crews to callers who need help.

Our investigation had revealed the 911 system under Karp had profound problems. Though 911 uses a computerized database that instantly shows dispatchers each caller's location. We found more than a dozen times a day, that information was wrong, potentially sending emergency crews to incorrect locations, and sometimes leaving desperate people waiting for help.

911 dispatcher
"Sir, where are you?"

But Director Karp admitted she did not know the extent of 911 errors.

Hank Phillippi Ryan
"How could you not know how many mistakes there are in your system? You run his place!"

Jaime Karp, 911 Executive Director
"I do apologize to you and the viewers for what appears to be a lack of knowledge for something that should be instantly available."

Karp had refused to give us reports of 911 errors, but after state public records officials ordered her to provide them, our analysis of more than 8000 documents proved some mistakes took months to correct! Again Director Karp admitted she had no idea.

Hank
"Why didn't you know about this before now?"

Jamie
"I don't have an answer for you for that, I should have known."

Now, we have learned, there'll also be a reorganization of the error reporting and correction system. Changes designed to make sure someone will know where to find you if you call for help.

Bottom line, Jaime Karp now goes to the Criminal History Systems Board, and 911's former deputy director is currently in charge of the states emergency system.