The Indianapolis Marion County Communication Agency the central dispatcher for E911 handles 1.5 million calls a year. So far this year, the number of calls is 5 percent over those received in 1999. Roughly 2,500 calls are made every day, said Maj. Roger McNeely, assistant commander of the Communication Division of the Marion County Sheriff's Department. Depending on the time and nature of the incident, the average waiting time is 12 seconds.
Callers expect to be answered immediately and, during emergencies, even two rings can seem too long.
Therefore, if 15 callers report the same incident, three are put on the waiting line. On some occasions, like New Year's Eve, chances are also high that the system will be pushed to its limit. While they mean well, people dialing 911 can also end up causing a delay by being vague or not knowing what the emergency is. Other times, identifying the emergency location can turn almost impossible. Drivers using cell phones are not always familiar with the area and are unable to give directions.