Improving the Cincinnati 911 Center

"We owe it to the city of Cincinnati and especially the Plush family to get this right." Those words from the acting city manager about the troubled 911 call center. Patrick Duhaney has presented to Council's Law and Public Safety a report on what needs to be done to operate the call center more effectively. The conclusion of the report says the Emergency Communications Section has been devastated by the death of Kyle Plush and is committed to critically examining every aspect of the organization for improvement in any and all ways possible.

The acting city manager has laid out several steps they will take to improve operations including answering 90% of all calls that come in within ten seconds. Duhaney plans to visit other call centers around the country that have been national recognized to see what they are doing differently and then implement needed changes here. Every week he says they will report to council on the progress they are making. City Council has made it very clear this is their number one priority.

On Wednesday of this week, the police chief will brief council on his investigation into what went wrong the day Kyle Plush called 911 to say he was trapped in the back of his van. Before he speaks to Council, the Chief will first deliver the results to the family of the boy who died at Seven Hills School.

View the Police Department Power Point on improving the call center by Clicking Here.

Police ECC Action Plan


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