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The City of Portland, Oregon

Office of the Ombudsman

A division of the Portland City Auditor's Office

phone: 503-823-0144

email: ombudsman@portlandoregon.gov

1221 SW 4th Avenue, Room 310, Portland, OR 97204

Emergency Communications

Year

Problem

Resolution

2013

A resident contacted the Ombudsman alleging that a Bureau of Emergency Communication’s 9-1-1 call-taker refused to send police to her aid and gave advice that, if followed, may have further endangered her welfare. 

The Ombudsman investigated and determined that the calltaker misapplied the bureau’s Standard Operating Procedures and otherwise exhibited questionable judgment in handling the call. In response to the Ombudsman’s recommendations, the bureau provided supervisory training to the employee and incorporated new protocol language for handling vehicular menacing calls.