Sheriff's office investigating Charleston County 911 center's ha - WCBD-TV: News, Weather, and Sports for Charleston, SC

Sheriff's office investigating Charleston County 911 center's handling of calls

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The Charleston County Sheriff's office is investigating the Charleston County Consolidated 911 Center's handling of calls for service. The Charleston County Sheriff's office is investigating the Charleston County Consolidated 911 Center's handling of calls for service.
Charleston County, SC -

The Charleston County Sheriff's office (CCSO) is investigating the Charleston County Consolidated 911 Center's handling of calls for service.

According to officials, the investigation began after a man called the dispatch center on August 25 to report a burglary in progress. After calling two times, officials say officers never showed up to his home in Mt. Pleasant.

Shortly after the investigation began, officials learned one employee is at the center of the problem. That employee was a call-taker at the center. After taking a call, her role is to alert dispatchers to send out emergency responders.

Officials say that didn't happen. According to officials, that person is no longer "actively working" for the center.

This investigation by the Sheriff's Office comes on the heels of a News 2 Investigation that aired at the end of July, Charleston County 911 Center Director Jim Lake, said, the center is not required to answer every call that comes into call takers.

RELATED STORY | Charleston County Dispatch not required to answer all calls

RELATED STORY |National standards don't require 911 to answer all calls

"It's a problem anytime a call is not answered," Lake said in an interview with Cuthbert Langley. "However, there is no way to staff or to prepare for the number of calls we might receive."

News 2's investigation was prompted by a woman who claimed she called 911 three times before someone answered the phone at the 911 center.

The Director said his 9-1-1 center is exceeding state and national standards. He said those standards don't require a center to answer every call that comes in.

"When someone calls 9-1-1, someone should answer the phone," Lake said. It didn't [happen] this time, and we don't all the time," he said.

A Charleston County Government spokesperson said Wednesday, "the situations are not directly correlated".

"It is important to address all citizen concerns, and the County takes these situations very seriously. We appreciate the public bringing this matter to our attention, and have asked the Sheriff's Office to look into it so we can take any necessary actions", said Shawn Smetana, Charleston County's Media Relations Coordinator.

The Charleston County Sheriffs Office said it will take several weeks to investigate the problem.

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