911 call: No response leads to lack of trust

The purpose of the 911 emergency call system is to alert law enforcement agencies to public safety matters that need immediate attention. What needs immediate attention in Sedalia is how and when Sedalia Police respond to those calls.

As reported by The Democrat’s Courtney Hudson, Sedalia Police Chief John DeGonia admits that a 911 call was made from the home of slaying victim Rebekah Marcus at 6:22 a.m. Sept. 7; Marcus was found dead in the home just before 8 a.m. that day by her home health care worker. DeGonia said officers did not hear anything on the line on the 911 call from Marcus’ home; it was not a hang-up call, there simply was silence on the other end of the line. Another 911 call concerning a burglary in progress at a local law office came in at the same time, and officers were dispatched to that scene but not to Marcus’ home.

DeGonia said investigations by his department and the Rural Missouri Major Case Squad led officers to believe that “the 911 phone call did not come from her,” and that Marcus was already dead at the time the call was made. While those points may prove to be true, they are of little consolation to Sedalia residents who are left to wonder when — or if — Sedalia Police will respond when they call 911.

The failure to respond to the call also gave the person who killed Marcus the opportunity to escape. While a suspect, Daniel Maschger, was arrested Thursday evening, a more urgent response to the 911 call could have allowed officers to make an arrest at the scene and negate the need to call in the major case squad, saving time.

DeGonia told us, “The 911 procedure we have in place is good, it just wasn’t followed” in this case. He added that there are no plans to make changes to the protocols, but that those rules have been reviewed with his staff to ensure they are carried out consistently. What is unknown is whether this was the department’s first such lapse, or if protocol has been ignored on other occasions. DeGonia told us it is the first such breach that he is aware of. But what matters is that this never happens again in Sedalia.

The chief provided his department’s 911 procedure, which we have shared with readers here, to let residents know what they should expect when they make such emergency calls and what police are to do in case of a 911 hang-up or an open-line call (such as the call from the Marcus residence).

This incident most certainly undermines public trust in the Sedalia Police Department and raises doubts about officers’ responses in times of need. We must hope that DeGonia’s efforts will ensure that all 911 calls receive the attention and response they deserve.

Over time, the Sedalia Police Department will be able to regain the public trust through consistent, proper, urgent treatment of all 911 calls. It will be put to this test every day, with every 911 call.

Sedalia Police Department's 911 Procedures

Answering 911 calls
• Answer the call as soon as possible. Try to answer the call by the third ring.
• Upon answering the call, identify to the caller with one of the following phrases, “911 Emergency” or “911 Emergency, what service?”
• Determine the phone number the call is coming from and the location the service is needed.
• Verify the ALI/ANI (Automatic Location Identification/Automatic Number Identification) information with the caller if possible and identify what type of emergency service is needed.
• Dispatch appropriate units or transfer call to appropriate agency and any associated ALI/ANI information to these respective agencies.
• If possible, identify the caller and any hazards to emergency personnel.
• When a 911 call is received from a cellular phone, communications officers should verify the location where assistance is needed and the caller, as well as the cellular phone number since cellulars do not have a mobile ANI/ALI. After receiving this information, the call should be routed to the appropriate emergency response agency.

911 hang-up calls
• When a 911 hang-up call is received, communications or desk officers should attempt to call the number back immediately. If the call is answered, determine the reason for the 911 call. Ask the address where assistance is needed, the name of the person who made the call and the nature of the emergency.
• If unable to determine if a problem exists by utilizing the telephone call back procedure, communications or desk officers should send two police units to verify whether a problem exists if inside the city or relay this information to the county sheriff’s department if the call is in the county. If contact is made at the 911 hang-up location, the officer should ascertain the caller’s name.
• If no answer is received from a residential or business phone, two police units should be dispatched or the appropriate agency notified.
• If no answer is received from a coin phone:
Located at a business: Contact the business location.
Located near a business or other location: Dispatch unit to check the area.

Open-line calls
Open-line calls received by communications and desk officers should be treated as follows:
• Dispatch two units to address if no further information can be obtained or transfer the information if not within the department’s jurisdiction.
• Coin-operated phones: Dispatch unit to check the area.