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NC5 Investigates: 911 Emergency

Mayor Replaces 911's Interim Director

Terry Griffith, removed as interim 911 director Terry Griffith, removed as interim 911 director
Metro Police Lt. Duane Phillips Metro Police Lt. Duane Phillips

There's been a shakeup at Metro's 911. It follows an exclusive NewsChannel 5 investigation that got national attention.

Nashville Mayor Karl Dean announced Tuesday afternoon that he's replacing the center's interim director and putting the operations into the hands of an experienced police veteran.

Our chief investigative reporter Phil Williams sat down with the mayor and police chief, and they didn't like what they saw in our investigation.

In fact, Chief Ronal Serpas says what he saw made him "mad as hell."

Our exclusive investigation documented numerous 911 errors, including one operator's inappropriate comment after a call from a domestic violence victim.

Sheila Jones: "I'm scared to even leave out my f***ing house."
911: "OK, ma'am, I updated the call. We'll get somebody there as soon as possible."
Sheila: [Hangs up.]
911: "I really just don't give a s**t what happens to you."

After our investigation uncovered that call to 911, interim director Terry Griffith apologized for that and other errors.

But it was how those errors were investigated that led to the decision that Metro needs someone with more real-world experience until a permanent director can be found.

So the mayor appointed police Lt. Duane Phillips, a highly respected police officer who ran the emergency communications center from January 2000 to August 2002.

"What you documented was not the way we want things to be done," Dean told Phil. "We can do better, and we should do better. And I am confident Duane Phillips will help us get there."

Serpas added, "He understands what calls for service is about from the perspective of the victims. That's not a criticism of Dr. Griffith by any means. But this is what he's done, this is what he's done for 37 years."

911 Operator: 'I Don't Give a S***t'
(Listen to 911 Calls)

911 Officials Say No Excuse for Response

More 911 Tapes Show Lives Endangered
(Listen to 911 Calls)

Chief 'Mad as Hell,' Leads to 911 Shakeup

Back to NC5 Investigates: 911 Emergency
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