KCRG-TV9 Investigation - 911: Where's Your Emergency

By Mark Geary, Reporter

Tools

By Daren Sukhram

Story Created: Mar 12, 2009 at 1:29 PM CST

Story Updated: Feb 5, 2010 at 1:02 PM CST

CEDAR RAPIDS – Almost everyone has a cell phone. They make you feel more secure when you're driving long distances or running a few errands around town.

In January 2009, sixty-six percent of Iowa’s 911 calls originated from a wireless phone.

But, you can't always rely on your cellular phone, especially during an emergency.

KCRG-TV9 used two different wireless phones to call 911 from six places in Cedar Rapids. Dispatchers couldn't find us half of the time.

With cooperation from emergency responders, we used a Sprint and a U.S. Cellular phone to test the 911 system.

Dispatchers found us immediately when we used both phones to call from Bever Park.

But, we had an issue in the lower level of Lindale Mall.

While, the U.S. Cellular phone popped up right away, the Sprint phone registered by Northland Square and Hy-vee near Collins Road.

The dispatcher said, "You could probably be anywhere in Marion, Hiawatha or out on Highway 100.”

If you didn't know where you were, emergency crews would have a tough time finding you.

"It's really scary especially if you've got somebody that's injured,” Cedar Rapids Police Sergeant Cristy Hamblin said.

Later, the dispatcher found us immediately when we used to both phones to call from 48th St. NE, a neighborhood street.

If you call from a car, the system should update as you drive.Dispatchers zeroed in on us when we used both phones to dial 911 from Interstate 380.

Then, we stayed on the line and drove a few miles.

"The location still unfortunately puts you at the same spot,” the dispatcher said.

What happened?

"The system works best when you're not moving,” Cedar Rapids Fire Department Spokesperson Greg Buelow said.

If someone abducted you, police might find your initial location, but may not be able to follow you any farther.

Calling from inside the Cedar Rapids Ice Arena led to more trouble with both phones.

Each time we called, the dispatcher pinpointed us at 2637 12th St. Southwest. That's a mile and a half away from the Ice Arena.

2637 12th St. Southwest is the address of a cell phone tower. Instead of finding us, the system showed the tower our phone used to place the call.

"Literally, we would be looking for somebody in the footprint of that tower. That's a large area for us to try to find you in,” Public Safety Dispatch Manager Charlie McClintock said.

The cellular phone industry says the footprint could be a five to ten mile radius.

"It's frustrating on our part because we always want to make sure we get there the fastest way we can,” Hamblin said.

We ended our experiment in front of the Cedar Rapids Police Station.Sprint showed up instantly.

U.S. Cellular plotted us back at that 12th Street cell phone tower...more than two miles away.

"That's bizarre,” the dispatcher said.

"It's not perfect. They're always going to have to be the responsible party to provide us with the information we might need,” McClintock said.

Industry experts say Cedar Rapids' 911 center has the latest, most up-to-date equipment. Still, it's no substitute for being aware of your surroundings.

“People when they call on a cellular phone may have watched television and had this misconception that it’s going pinpoint the exact location, exact longitude, latitude of where they’re at. In many cases, the system’s able to do that, but not always,” Buelow said.

You never know when an emergency might happen. So, you always have to stay alert. Pay attention to landmarks, street signs and anything else that might help you describe your location.

Don’t expect the system to find you. Instead, be ready to tell dispatchers where you are the moment they answer your call.

E-mail Mark Geary or follow Mark on Twitter

NEXT: Cell Phone Companies Respond to KCRG-TV9's Investigation