Public Employee Press

Local 1549 fights disinformation
Dispatchers scapegoated for foul-ups of new, contracted-out Unified Call-Taking system

Attempts to blame 911 operators, dispatchers and supervisors for delays and wrong addresses in the new city emergency call-taking system drew a strong response from the union. Clerical Division Director Ronnie Harris and Clerical-Administrative Employees Local 1549 President Eddie Rodriguez mapped and initiated a coordinated campaign to remove the 1,200 emergency call takers from the bull’s-eye and identify the real cause of the problems.

The failure is in the contracted-out Unified Call-Taking computer system, a union group told the City Council at a Dec. 10 hearing. UCT is two years behind schedule and despite its $2 billion price tag has failed to successfully merge the Police and Fire departs communication systems.

Rank-and-file 911 operators played an important role in the drive to get the truth out. Shortly after the hearing, the union invited veteran Daily News journalist Juan Gonzalez, who has been covering the story in depth, to visit DC 37 and interview members. In his column on Dec. 16, Gonzalez used statements from members to highlight the incompatibility of the two computer systems and the lack of training the operators receive to master the new equipment.

Gonzalez pointed out that “most of the 2,000 complaints” about the 911 workers “were judged unfounded” by the Fire Dept.

Also looking into the story from the workers’ perspective, am New York reporter Jason Fink wrote that it was “the new system” that “has caused confusion and finger-pointing.”

DC 37 Executive Director Lillian Roberts defended the 911 workers at the Dec. 10 hearing: “The problems reported in the media about delays in dispatching have to do with changes put in place by City Hall,” she said.

Also at the hearing were Assistant Associate Director Henry Garrido, Local 1549 President Eddie Rodriguez and Executive Vice President Alma Roper, a 20 year veteran 911 worker.

Roper and Assistant Clerical Division Director Ron Arnero appeared on radio station WBAI’s “Wake-up Call” the day after the hearings to educate the public about the issue. “In the interest of public safety, improving the system is critical,” said Roper. “When it comes to emergencies, especially fire calls, every second counts. Lives are at risk.”