A Deep Dive into Californians’ $1B Investment in 911: Are they Getting their Money’s Worth?

Investigative Report Uncovers Oversight Failures in California‘s 911 System

A recent investigation by the NBC Bay Area Investigative Unit has revealed that oversight of California‘s 911 centers has fallen behind, leading to skyrocketing state 911 costs and concerns about public safety. The California Office of Emergency Services (Cal OES), responsible for monitoring 911 funds and conducting reviews of local 911 centers, has failed to carry out its mandated monitoring duties, putting public safety and public money at risk.

Shortcomings in the Review Processes

The investigation uncovered major shortcomings in the review processes of California‘s 911 centers. Despite every California phone bill including a 30 cent 911 surcharge, which amounts to nearly $200 million in phone fees to the State Emergency Telephone Number Account last year, Cal OES has failed to conduct most of its mandated financial and operational reviews. Since 2013, telephone taxes and surcharges have totaled over a billion dollars in public funds meant to maintain and update the state’s 911 system.

While regulation of 911 centers falls on local jurisdictions, state and federal agencies are supposed to monitor them. However, according to the State’s own 911 Operations Manual, Cal OES is failing to carry out its monitoring requirement. In its recent 911 fee report to the Federal Communications Commission, Cal OES claimed to conduct fiscal and operational reviews of all 440 911 call centers in California “on average, about every other year.” However, the Investigative Unit found that the state agency has completed only 22 reviews so far in 2023, two in 2022, and none in 2021.

Failure to Respond to Inquiries

The NBC Bay Area Investigative Unit reached out to Cal OES for more than a month, through multiple emails and calls, regarding the significant gap in reviews, but the agency failed to respond. This failure to address the issue raises concerns about transparency and accountability within Cal OES.

The Importance of Oversight

The Role of Oversight in Public Safety

In an emergency, the public relies on 911 systems to be reliable and responsive, with calls answered within the state’s 15-second standard. However, when there are gaps in oversight or a failure to monitor local 911 centers, experts warn that these centers can fall through the cracks or fail altogether. The Investigative Unit has documented cases where callers to Oakland’s 911 system experienced busy signals, had to wait up to 10 minutes to speak to a live dispatcher, or never received an answer at all. Oakland’s current average answering time is nearly a minute, the second worst in the state.

These failures in the 911 system can have severe consequences. In one case, a business owner in Oakland had his staff member carjacked right in front of the shop but chose not to call 911 because of the anticipated long wait time. This loss of trust in local officials and the 911 system is concerning and highlights the urgent need for outside help to address the crisis in Oakland.

Inaccurate and Conflicting Data

The investigation also revealed discrepancies in data reporting between Oakland and Cal OES. While Oakland reported receiving over a million 911 calls last year in a recent civil grand jury report, Cal OES reported a significantly lower number of 246,221 calls. This raises concerns about the accuracy and timeliness of the data reported by local jurisdictions, highlighting the need for better data management and reporting protocols.

Limited Authority of Cal OES

When questioned about enforcing proper reporting from cities like Oakland, Brian Ferguson, a spokesperson for Cal OES, acknowledged the agency’s limited authority and emphasized that it ultimately falls on local jurisdictions to provide timely and accurate data. However, the Investigative Unit’s findings suggest that there may be a need for stronger oversight and intervention from state agencies in cases where local jurisdictions are failing to meet their responsibilities.

Editorial: Prioritize Accountability and Public Safety

The revelations from the NBC Bay Area investigation highlight the urgent need to prioritize accountability and public safety in California‘s 911 system. Oversight and monitoring of local 911 centers should not be neglected or treated as an afterthought. The public’s trust and confidence in the 911 system depend on it.

State and federal agencies must fulfill their obligations to monitor and review 911 centers, ensuring that public funds are properly allocated, and that these centers are functioning efficiently and effectively. Transparent reporting and accurate data are vital in identifying systemic issues, staffing shortages, and technological failures that can compromise emergency response times and put lives at risk.

Local jurisdictions, such as the City of Oakland, must also take responsibility for their 911 systems and address staffing shortages, outdated technology, and other issues that contribute to delays in emergency response. Open communication and collaboration between local and state agencies are crucial to effectively address the challenges in the 911 system and ensure the safety and well-being of Californians.

Call for Action

It is essential that the California Office of Emergency Services (Cal OES) promptly address the failures in oversight and monitoring of 911 centers. This includes conducting the required financial and operational reviews, responding to inquiries from investigative units, and improving data management and reporting protocols.

Furthermore, local jurisdictions, especially those experiencing significant challenges in their 911 systems like the City of Oakland, need to prioritize public safety by addressing staffing shortages, technology upgrades, and other systemic issues. The public should hold their elected officials and city administrators accountable for ensuring a reliable and responsive 911 system.

Lastly, state legislators and regulators must review the oversight mechanisms and funding allocation processes for 911 systems. This includes evaluating the effectiveness of the current regulatory framework and exploring additional measures to strengthen oversight and accountability.

By taking immediate and proactive steps to address the shortcomings in oversight, prioritize public safety, and invest in the necessary resources and infrastructure, California can ensure a reliable and responsive 911 system that its residents can trust in times of emergencies.