The mom telling the operator where her child is and to get her help. That is heartbreaking as a parent, and just as a person. You don’t have to be a parent to feel the devastation.
@@PretentiousFF PTSD can have so many effects. The symptoms have often been mistaken for something else. Fortunately the medical community has come a long way with recognition. Unfortunately, there isn’t often enough reaching out to witnesses of traumatic events.
I'm a former 911 dispatcher and the way these dispatchers responded to these callers is wrong. "Hellooooo?" "Is anyone injured?" Omg. Clearly did not take the callers seriously.
when I have called 911 I got this kind of run around, when you don't have specifics that the operators can relay to emergency services they just keep repeating questions you can't answer. maybe its a florida thing. before cell phones i was alerted to a woman that fell behind the building, that was all the information i had, and they made me go out and around the building and look at her before they would send police, and she died somewhere during all of it.
@@notverynotoriousg5674 I get the questions, it is the tone and unnecessary things, like the dispatcher said "If you don't know where you are going don't just run around causing problems" or something like that. THAT was completely an unnecessary thing to say. The woman was trapped in the garage and needed to get out. Period. The Dispatcher had all she needed to know and then she needed to shut up.
Agree. I've heard other 911 calls from other cities and often time I hear the same irritation in the operators voice. This is not just a Miami problem, it's everywhere and it needs to change.
Thank you I agree. Not great communication. The dispatchers don't seem to understand what these Victims are saying. 🤦♀️You're gonna need more people dispatched. 😢💔
Oh come on. These dispatchers don't have the 20/20 hindsight of the knowledge of what happened. You complain about them asking if anyone is injured. I mean...what kind of complaint is this?
@@kassandrasalazar6987 One of the guys interviewed that helped that one boy who survived the first night said that he couldn't pull him from underneath the rubble alone because it was way too heavy. He only saw the boy's arm. Imagine that, but ten more floors of people. The rubble was just too heavy to remove. Concrete plus rebars.
@@supreme7057 Many of these people died slow and painful deaths, and that's what gets to me. They heard people tapping stuff even one or two days after the collapse, and the search and rescue was so painfully slow and extra careful. Then the fires in the rubble. It was bad.
Disturbing because some of the people who initially survived were screaming for help but didn’t make it until the rescue team reached them. How long were they buried alive?
@@s.p.3702 Yes, they have to stay calm, but can they at least TRY to sound like they a heart? A little compassion goes a long way. People that call in are going though a traumatic event and could use some reassurance.
@@rebeccacastro2525 Dispatchers glean info and type. Thats job number 1. Severe multi-tasking. Then they can worry about getting emotional. People like you give way to much hate to these people. They're coordinating the rescue.
@@rebeccacastro2525 yes, I have mix feelings towards this because one gets told they have to be like this because it is their job to be calm. But some sound so annoyed 🤷♀️... but others stay calm and do try to understand more of what is actually happening. I think it depends on the person that answers. The people are there all confused of what is going on and the dispatchers don’t understand the magnitude until they start getting more calls.
Since a lot of people are asking the same question, I'll clarify because I've been following the Surfside situation closely. These are 911 calls from the people who were lucky enough to be in the remaining tower (west). They are fine (physically). The collapse of the east and the middle sections had already happened by the time of these calls. Everyone in units ending in 05-09 survived. Units ending in 04 were split (sheared off). The rest fell. In the towers that collapsed, only 3 people (and 1 cat) survived the actual collapse, ie, were on an upper level and in a portion that collapsed. (The Gonzalez mom and daughter, the Handler boy, and Binx the cat, who was found later.) An additional few (4-5?) people made it out before the collapse because they were awoken by the noise. But not many...Oh, and I forgot, there was that other woman who did survive the collapse and was trapped in the rubble, talking with rescuers through the rubble for hours after the collapse. But they were unable to rescue her... 😢
They were unable to rescue her because she stop making noises and they couldn’t find her at that point. She probably only had a few minutes before being crushed 🥴
@UC5CZ3dtZIVbi6bKRzcZgkcg actually it WAS 2, nearly 3 hrs. But they needed machinery that could hold walls up while rubble was removed. Firemen, and rescuers stayed and kept her talking, but by the time the machinery arrived, and things were able to be moved she stopped talking minutes after rubble started being removed. It was well longer than a few mins. Smh The news covered it, filmed the whole event. Im sure many could've been saved, but events on this scale are a rarity so the tools and machines, lifts, etc. Needed for this rescue weren't readily available. It took time to get what was needed, and the number needed to the area, and to the rescuers. Ppl alive in that rubble didn't have that much time sadly. 😥
the first two calls actually took place before the building collapsed, i believe the guy with his mom next to him lived on the first floor of the collapsed side but made it out alive by noticing the commotion concerning the pool deck
I know...unless it was the Gonzalez mom and daughter. But we know at least one person was trapped alive that first day and never recovered, sadly. Probably Theresa Velasquez. :(
Yeah, I saw amother video where the guy was there immediately after the collapse. I think they just so happened to be outside the building. He said you could hear people screaming and crying out for help from the rubble but he said he knew just from looking at it that really no one would saved.
Honestly, as terrible as it is, they were likely beyond saving. What is horrific is it seems some were aware & hurting before they passed. Unimaginable tragedy.
I Was really wondering if the rescuers actually got everyone out of the building before they demolished what was left of it, if callers were saying there was people still stuck in the building??
@B Win According to the floor plans, the pool deck was one level above the garage. So when the pool deck collapsed, it collapsed into the parking garage below approx. 8 minutes prior to the collapse of the building. Sadly, most residents who felt/heard the cave-in didn’t evacuate. Never did any of them think the building would come down.
They didn't need a fire alarm.... they said the building shook like an earthquake. Some ppl were maybe sleeping or ignored or didn't know what to do... some got out of the building.... so sad.
the fire alarm was set off, but its possible the actual audio alarm didn't go off all the way. One of the very first 911 calls (not in this video) was from the fire alarm company alerting 911 that there was an alert from the alarms they had installed. It's possible that the alarm systems that activated didn't alert the entire building there is also eyewitness video where you can hear the alarm after the collapse
Why are these emergency call centre people not trained to LISTEN properly. If they were then they'd likely identify the seriousness of the situation and be more patient. I've heard many be rude to victims because they aren't comprehending peoples dire circumstances.
The career is traumatizing however some of these people wanted them off the phone or just lacking compassion. Some have a very cold voice instead of someone using skills they’re trained to use to gather necessary information and calm the person and assist them to safety. Some did well, but some didn’t seem to want to gather information
@limelight81 eh... 911 is dialed when there is an emergency which often creates a high intensity/pressure environment that would require the need for law enforcement, fire fighters, and paramedics. When you have multiple calls all being connected to 1 area with messages like "something just collapsed," or "there are people trapped in the building," or "please help, i heard something like an earthquake" or things of that nature regarding the state of the situation, it is LITERALLY the 911 operator's job to keep the caller on the line by whichever means necessary, even if that means "yes, please do alright, you have nothing to fear, we have many people on the scene" and etc. They don't have to make it lengthy. While the 911 operators tried their best, I think they could've done better in reducing panic and directing people on what to do knowing the information they had.
Don't know if it's true, but I've heard/read that they're trained to sound "emotionless" so whatever they're actually feeling doesn't get in the way of them helping. It kind of makes sense...
How sad. We, as Americans, need to wake up & realize that every next moment of our lives is not guaranteed!! STOP all the hate and Love Thy Neighbor!!!
Horrible, devastating. I can’t imagine what these people went through and what they witnessed. My heart goes out to them and all the people that lost their lives. 🙏💔
I understand that 911 operators are trained to remain calm but I absolutely disagree that it's ok for them to speak in such an unempathetic way. I've personally had multiple incidents in my life where I've had to dial 911 for emergencies (a fire, someone breaking into our car, etc) and it makes ALL the difference when the operator has a slight bit of compassion. It's also extremely unnerving and disorienting when you call a place that's MEANT for help and the person speaking sounds like a lifeless robot.
Do you know how many calls they take? The awful things they hear and have to respond to? They are human too and I am certain get exhausted after putting up with endless hours of BS.
I'm a former 911 Dispatcher and many of these Dispatchers were clearly condescending and wrong. No excuse for that, go work someplace else if you don't want to deal with stress.
They have to be robotic in order to do their jobs! I was a 911 dispatcher for 5 years. That job is not for the faint of heart hence why I only lasted 5 years! As a 911 dispatcher you have to gather as much information from the caller as possible to relate to the emergency responders simultaneously as you’re speaking with the caller. So you’re communicating with several depts, and people at the same time. While you’re typing and looking up maps and deciding which officer to send on the call! Multitasking to the extreme. Dispatchers might come across as cold & uncaring but they have to disconnect emotionally from the situation in order the keep a clear head and do their job. When you’re talking to someone who is panicked and in a heightened emotional state as a dispatcher you have to remain calm otherwise everyone panics and it’s leads a chaotic situation. It is a very difficult job!
The operator sounds irritated. It's your job lady 🙄 it might be repeat callers about the same thing, but an ENTIRE building collapsed! For the caller, this is the first person they've probably talked to.
@@will19741970 Actually the building is built on columns that extend down through the parking garage and those columns rest on poured concrete footings sitting directly on bedrock. You make it seem as if they built a parking garage and put a roof over that, then built a building on top of that, lol!
I just wonder if the sight and sound of a huge building pancaking straight down might stir up traumatic memories from 20 years ago. And you KNOW what I'm talking about, except that this time the building didn't even have to be hit by a plane. It just fell down due to poor maintenance and ignoring warnings from engineers.
ferociousgumby There's more than 1 building that's been evacuated since this has happened. These builders cut too many corners so they can put the money into their pockets, but they don't think about the consequences of their actions.
I completely understand the 911 operators have to remain calm during these situations. However! LISTEN to them! Ask them where they are, or listen, assure them help is there/on the way. Not give them an attitude Bc they don’t know their exact location etc Like come on! There is no empathy in their voices at all.
I was thinking the same thing I balled my eyes out hearing how the dispatchers just seemed like they had more calls these people were terrified and scrambling to save not only them self and their family but others too this is so sad god bless & everyone stay safe 😞 terrible tragedy.
@@mssha1980 yeah but I’m sure they had an idea when they getting so many calls like that just because of their job doesn’t mean they can’t show compassion yet continue to be professional .
Some of the operators seemed strange, true... however I think too much empathy would be worst they cannot panic with the callers they have to remain calm.
Right. Everyone’s saying they have to remain calm, but operators can be calm without them sounding like the caller is annoying or inconveniencing them.
@@firstnamelastname7708 Well some of the callers WERE inconveniencing them by not giving proper information.The dispatcher needs to know wtf is going on.
Where was security when there was this “boom” in the garage. An alarm should have been issued. Everyone had at least 10 minutes to evacuate. This breaks my heart. So many lives lost.
I guess I'm just completely lost, but what exactly was the boom? I guess that boom must be the reason why there were those people filming that video eight minutes before collapse?
I have had to make a 911 call to get help and I got a bit frazzled at first, but the dispatcher helped calm us down. They must calm you down to get the right help! I don’t blame them, they are only human too!
They pulled 3 people from the collapsed portion of the building on the first day. They haven't pulled anyone else since but it stands to reason that those 3 people could have been the people screaming.
yeah, and that there was probably a number of people who were alive after, but died of starvation and dehydration after days of no food and water in that heat.
911 isn't set up for actual emergencies, its really annoying. the operator has to extract specific information and relay it to emergency and police and if you don't have specifics the whole system breaks down. i had a woman die right in front of me while I was on the phone with 911, they were asking questions I couldn't answer and kept asking the same questions, after what seemed like forever they finally called the police.
@@notverynotoriousg5674 That's not how 911 works, emergency rescue is automatically rolled police/fire/ambulance. The reason they try to extrapolate specific facts is they need to know how much resources need to be directed and they need to confirm your location so that first responders aren't wandering around confused, or showing up short handed. or not at all due to wrong location data on what is commonly a cellphone used to call 911.
@@Randomadventureswithpaul You’re right. I was a certified medical (EMD) and fire (EFD) dispatch operator (as well as an EMT). These mostly sound like police dispatch, but when there are more than two people on the phone, it’s likely police and medical/fire rescue. If it’s a medical emergency, within the first question or so, medical dispatchers have a system which allows us to quickly categorize the type of emergency so we know what type of help to send (an advanced life support ambulance w/paramedics or critical care technician vs. a basic life support ambulance with an EMT and this is so we can most effectively and efficiently handle calls. The reason for this is If you have a broken arm, you probably don’t need advanced life support and sending them would be unnecessary and possibly prevent them from being dispatched to another call which requires that help). The same goes for fire/rescue. Depending on where you live, you may have different numbers of dispatchers. The more dispatchers you have the quicker the process is. I’m located on Eastern Long Island in NY and our county dispatch has people taking calls and separate people dispatching them so the dispatches can go out to the departments while the original call taker stays on the phone with the caller. When you call 911 up here and in many/most non-rural areas, you’re most likely to get a police dispatcher on the line first and they’re going to quickly transfer you to the appropriate dispatch as medical and fire dispatchers are trained to identify the type of emergency and provide help over the line before help arrives in person. However, the police dispatcher usually stays on the line just in case other assistance is needed.
@@notverynotoriousg5674 I think they probably called the police first thing, and continued trying to get additional information from you past that point.
Lol my mom omce called because a bunch of punks on July 4th wanted to start fights. This operator was exactly lile that. "Can you see, what car are they driving? Who is there?"
Surreal to recognize some of the survivors voices (from interviews). Also, some people sound so calm!! At least calm enough to describe where they’re going. Amazing they were able to stay this calm. Major props. I don’t think I’d be able to.
4:40 “there’s people in the rubble yelling, by the way, just so you know” is he talking about the people that were in the side of the building that collapsed and were stuck in the rubbles? The ones that sadly perished? Because if that’s so, it means people were alive at the beginning :(!
The fire department reported that they spent hours trying to get to a woman that said she was trapped between 2 beds in the rubble. She kept tapping and yelling the entire time to help them find her. Eventually the taping and her yelling stopped. So saddening to hear that story.
@@garagegamer6484 That wasn't widely reported. It was reported that they heard a woman yelling in the rubble, for a short time, and then she stopped. I wonder if the "hours" part of it was correct.
I am haunted by the final voices of those possibly lost, and the voices of survival. My heart is broken for those who lost their lives in this building collapse and their families and friends. I hope those responsible will be held accountable.
Weeks later. Now we can hear why. We all needed the time to absorb the reality. Probably why the 911 operators sound as they do. They can’t absorb the calamity any faster than the rest of us.
Aint nobody interested in get used to witness suffering? If that was your family u would feel differently about it being listened to in a loop. Whom ever profited from this disaster and the punishment , I got all the time in the world to get to the bottom of.
@@yourgirlfriendlllll it’s so sad. This whole situation is sad. It should not have happened. I can’t imagine what the survivors are going through, feeling confused and somewhat helpless.
This is so very sad to hear. And I’m sure the screams, crying, people begging for help because their stuck, etc, will stay with the survivors for a long time. My heart breaks for these people, the deceased, the survivors, All the families that are still waiting to hear that their loved ones are found, & to the ones that have been found, the pets. What a tragedy! God Bless them all as well as the many fireman, volunteers, everybody on the front line. I know these clips of the disaster taking place can not compare to & does no justice to how bad this was having to see, hear, breathe, & live this horrible event in real time!
911 operators/dispatchers are actually trained to try to remain calm and dispassionate in order to get as much pertinent information as possible, and make appropriate response decisions. It at times can feel cold and non-empathetic, but they have to try to check their emotions as much as possible. We should give them a break.
@@Floridafanatic28 I get where you're coming from and understand the sentiment, and yes some of those responses border on obtuse, but again time management and keeping a clear head are important and part of their training.
These people make it sound like they expect Mary frigging Poppins to answer the phone - actually she was sarcastic. It seems very infantile and entitled these laments.
@Sun Flower: Yes, I believe I've learned a lesson from this. Don't call 911 until you've exhausted your own resources. They aren't going to help you immediately . . . and they're more likely than not to frustrate (or anger) you. Only ONE of these operators seems like a competent person: 1:45.
@@ShannaLaesway They didn't seem rude to me. They were probably frustrated because they were trying to get answers and their phones were running hot. Unless you do their job, you shouldn't judge. I'm sure they're well under staffed as well.
@@samanthadpaul did you not hear how annoyed they sounded at each caller??Phones blowing up or not it is their job and they weren't being professional...it's just mine and hundreds of other people's opinions...
These heartbreaking calls remind me of the calls made to 911 from people above the impact zones in the twin towers on Sept 11, 2001. 💔 I will never, *ever* forget the voice of Kevin Cosgrove who cried into the phone that he didn't want to die and then seconds later screamed as the tower came crashing down on him. 😢 The operators on the other end of emergency calls like this are heroes, each and every one of them. ❤️
"There's people in the rubble yelling, by the way." @4:40 Jesus Christ. That's got to be the most harrowing part of these calls. RIP, hope all the families involved get the help they need and reparations from those that were negligent enough to caused this tragedy.
I listened to very little . Just enough to process the situation. Me listening more than 10 seconds serves no useful purpose. Thats Something for the courts to listen to.
It was the middle of the night, dark, no one knew what was going on. People are calling panicked. In the first calls, the 911 operators are trying to figure out what happened. In the later calls, they have a vague idea of what happened, so they are not asking questions but the advice varies, get out, stay there. By the very last call, when the operator tells them get out of the building and keep walking away, she has a much better idea of what happened. Also, operators need facts, as fast as possible, so they can get help to the caller, that's why they respond with calm or abrupt responses. Once people are physically safe, then you can take the time to be compassionate. It is so easy to judge when you have all the facts and aren't in the middle of the crisis.
Exactly. A ton of emergency calls comes in at once in the middle of the night about something catastrophic that occurred. The operators have no clear idea what exactly happened or even what kind of building this event occurred at. Their response makes sense - they have to be curt so that they can get the important information quickly to send out the appropriate emergency response in a promptly manner and to try to get the people to safety as soon as possible. Time is of the essence. A second is all it takes between life and death.
One of the things I find disturbing is comments from people who have no concept of what it would be like to be an operator taking calls on this night, expecting perfection from people when they would be completely unable to handle the same situation themselves. They got rescuers to the scene in droves which is what they are supposed to do. There was no one that I heard that was outright nasty or cold to any of the callers.
@@Floridafanatic28 If you listen to the calls, most of these callers didn't even know what had happened yet and are describing different things. It's not surprising that different operators are telling people different things considering they're getting all different kinds of information. This is the chaos immediately after this happened, it wasn't actually clear what had happened yet.
What gets me is people in the rubble yelling for help. I don’t understand how they could demolish the rest of the building without knowing there could have been others still alive.
But there was NO way there would have been survivors. no water or food for days, loss of blood, it is just simply impossible there were survivors after that long. but the ppl yelling thru the rubble they did rescue :-) they could find exactly where they are
They also needed to because hurricane elsa. If they didn’t tear it down before the hurricane came, it would collapse down even harder and be even more of a disaster, the rubble could get thrown anywhere in any direction. They couldn’t have done anything...and sadly they needed to to prevent further disaster
i always hear the same advice in calls like this. Stay put. Stay in your apt. Etc. So far in a situation like this is damn if you do, damn if you dont. A building connected to mine just collapse. Yeah i think i would do my best to die trying to get out. The people that survived got very lucky. Cant imagine the fear they felt. Heartbreaking all those people died. 💔
Yeah, if I were one of those people across the way in the other building witnessing the collapse I would immediately exit my own building for fear of my building collapsing next due to close proximity of the other building! I'd be gone.
@@queennoneya601 i think i don't understand your question. Is it a straight up question, or an argumentative? Based on my experience listening to 911 calls similarities. Only you can decide in that situation what might be best for you, not always the operator. You look at a lot of examples of 9-11 calls and we can take those situations to perhaps learn from it and be ready if you ever find yourself one. My comment is not to judge, or pretend like i know. Any situation similar to it. There are many high rise buildings with 911 calls. The Honolulu Condo fire. September 11. Some of these people were told to stay put and someone would be there to help them. Hope that somewhat answers your question.
There was a fire in Chicago but the air/smoke release in the stairs didn't work right. 7 people died. That's why you don't leave. It's subjective, though.
To understand these calls, 911 was first called to report the collapse of a parking garage. At this point there were no injuries and the dispatchers understood it to be only a minor problem. A few minutes later the entire building collapsed. That is when 911 was flooded with a bunch of calls from the same address. At first the dispatchers thought they were calling in about the earlier collapse of the garage. Because of all the dust and smoke none of the witnesses could tell the dispatchers what was going on. It took them a bit of time reassess the situation. It wasn't until the a few minutes after the collapse that the gravity of the situation had become apparent. This is when the first policeman on the scene described it as being "like the trade center" and told them to dispatch all units and activate the disaster response teams.
Wow, it takes a lot to make me cry, but with these calls, I can’t stop. There were so many mean comments judging the people in the half that was still standing about leaving their pets and not taking their things with them, but you can see they were absolutely in survival mode just trying to get out... trying to get to the bottom before more collapses, stuck in the garage, can’t leave because of flooding in the basement and rubble, trapped on balconies. This is truly horrifying for survivors on the other side of the building.
Please know that the 911 operators are under a lot of stress akin to a military operation and keeping very calm, even the ones most commenters are perceiving as "rude". They are literally taking notes on every call to triage cases and people in need by their apartment numbers and position at the scene. Once they have the information and can determine if the caller is in immediate danger or just a perimeter bystandard, they need to clear the phone lines for the next call. All these notes are read by the dispatchers to get the right services to the right area of the scene. The 911 operators are not therapist. They did their core job very well. For comparison go listen to military radio samples of the line chatter after an attack. The point is to gather the information, assess the need of each person's call in and send the right forces and/or aid to the right location. In short, feelings are not as important as saving a life. Fixing blood shed before fixing tears shed.
So heartbreaking hearing the people screaming from the rubble.Looking back most of them passed away that could have been saved.This is horrible. My heart and prayers go out to all involved.
@Gary Brehm the gentlemen from NJ was saying while he was on this very call the garage was flooding and there were several people still in there. On the call he says it and you can hear them in the background. They were trying to escape too. He (the NJ Man and his son) were carrying a the 88 year woman survivor. So he says on 911 call to let dispatch know that they were there basically that he couldn’t save them. He said that he could hear them … awful… on all the calls not just the video they said people were trapped in garage. I just was wondering if any of them were survivors, or victims of this terrible tragedy. Thank you for answering my question. ruclips.net/video/ni3A1DU8TL8/видео.html
@Gary Brehm Since a lot of people are asking the same question, I'll clarify because I've been following the Surfside situation closely. These are 911 calls from the people who were lucky enough to be in the remaining tower (west). They are fine (physically). The collapse of the east and the middle sections had already happened by the time of these calls. Everyone in units ending in 05-09 survived. Units ending in 04 were split (sheared off). The rest fell. In the towers that collapsed, only 3 people (and 1 cat) survived the actual collapse, ie, were on an upper level and in a portion that collapsed. (The Gonzalez mom and daughter, the Handler boy, and Binx the cat, who was found later.) An additional few (4-5?) people made it out before the collapse because they were awoken by the noise. But not many...
I'm curious to know, so please don't attack me. If this situation was to ever occur again. Is it possible for the national guard or the military assigned to this so more lives will be saved? I mean, the firefighters are trained, but this is out of their training since the debris were heavy and a lot. They couldn't handle lifting the debris in time to save the people that were screaming out for help.
@Jibo Da Grey aren't we all humans to see someone in need and we are to help? Why do we help other countries and people in ours need that same help under the condo collapsed site? I understand the States selects officials to make effective decisions for their residents. However, in this case, common sense were not used, neither they did not have the right tools, trained manpower to handle crisis situation such as a collapsed building killing people, as well as powerful devices to help save these people trapped under rubbles which ended up killing many. Protect and serve can also be aided from our national guards or military solders in crises our citizens suffers from in our own country. If you don't agree that we don't see eye to eye. I am aware that federal and state laws differs, however, in a crises we should show compassion and help our own people that needs help.
They ought to have a 911 camera phone app where if you call 911 with a cell phone, you can livestream whatever your phone camera can see. It could be used to provide 911 operators a visual of the scene, and be saved on servers for later analysis.
@@derricksmith8978 Actually I posed the question to someone at quora and they came right back to google NG911. Apparently Next Generation 911 WILL include a full array of digital services in addition to the audio and it is already being rolled out in select locations for beta testing in 2021. So you can shove your snarky reply where the sun don't shine.
@@nobodyknows3180 I mean it’s actually a smart really smart idea because these days most phones in our pockets have the ability to FaceTime or do video calls. Although I imagine it would be even harder to be one of these operators having to watch someone potentially die in a tragic way if there is nothing they can do. Hopefully they’d have mental health resources available if not already.
@@strangespice2996 well, apparently this next generation of 911, called NG911 is taking the system from being phone based to full digital communications, sort of like full internet access on steroids, and even Alexa and Siri rolled into one, and a dedicated cellular communications network called FirstNet that prioritizes bandwidth for first responders. Apparently they've been working on this for years, and it's about ready for implementation. I'm not a techno-geek so this was actually the first I'd heard about it.
Hey 911 operator ...you can tell the people are in the middle of an emergency. You can hear materials collapsing and desperate cries in the background. Why are you trying to start a conversation when people are in the middle of trying to save their lives. Just get EMT, the Fire Dept and the Police out to that address pronto, and let them figure it all out once they get there.
That is a ridiculous idea. Their job is to get as much information about the situation as possible and pass that information on to police responders and firemen so they can do their job more quickly and effectively when they get there, instead of getting there and having somebody die while they're "figuring it all out". They also need to know what's going on so they can help the person manage the situation effectively until first responders arrive.
@@ButtThuck Yeah ...but when people are saying "THE BUILDING IS COLLAPSING" and they're looking for an exist that's not blocked, how much more info does the 911 operator need? The 911 caller does not need to be distracted by the 911 operator when seconds count to "Get the F OUT". If it were me, I would've just told 911, Hey, I made the call, you have the address, you know the high-rise apartment building is collapsing ...I'm hanging up because I need to GTFO!!
The 911 Operator needed to listen to these people. Unbelievable!! I realize they need to stay calm, but what I just heard is just ridiculous!! I feel like the Operator was short with the callers.. These callers were in Shock! My heart just breaks for all the victims, families, and friends. My prayers continue for all involved. 🙏🙏🙏
??? They do not know the layout of the apartments and if any exits are blocked. What if the operator gives instructions to escape and something happens and they get killed?
There are a lot of comments mentioning the attitude of the 911 operators. They are there to get as much information as possible so it can be relayed to responding firefighters, paramedics, etc. They often have to be assertive and guide the conversation to where it needs to go. People tend to forget it's a call center, and there are many other callers they need to get to. They can't stay on the line with someone who is across the street baffled at what they are seeing and not really communicating anything useful to the 911 operator, when someone from inside the rubble could be calling with vital location information.
@@raffaellavitiello1762 Seconds count when it comes to saving lives, and all so many of you people care about is "tone". Those 911 operators are doing their job. They are trying to keep people safe and send appropriate help in a timely manner. Their "tone" is about keeping control of the conversation, and getting information from a potentially panicked/hysterical/confused caller. They are trained like this for a reason. Their goal isn't to make you like them. They aren't doing this for you.
Trying to give grace to the operators who sound curt and impatient. It is hard to listen to how they respond. Guessing they were overwhelmed? Appreciated the lady who asked the man to get away with his family because she wanted them to be okay.
I feel for these 911 Operators as well. I know they sound gruff and uncaring, but, they are trained to gather facts and remain in control of the situation. I recently (three months ago) had the experience of watching my husband go into deep, deep distress and he was near death when help arrived. Once ambulance service pulled up and got out to assist, the lead paramedic began by asking my husband questions,... but he was unable to answer her. I began answering for him....she stopped and looked at me and said, "I need him to answer". I remember thinking how cold, callus and uncaring she seemed. And yet, once it was all over, and we were at the hospital and the "emergency response" was no longer needed, she turned into the most wonderful, loving, caring person and was hugging me and kissing my husbands forehead as he thanked her for saving his life. She was so ecstatic to have seen a "good" outcome and we all knew she'd for certain "saved a life". I now have a much greater appreciation of emergency responders and I am very quick to get out-of-the-way when i hear sirens... as I know what they do is far more important than the general population realizes.
many people don't understand what happens in crisis. the brain stops thinking basically. the operators have to fight against the part of the brain that goes into fight or flight response in the caller. they must use firm and clear speech. it's not a time for sympathy, it's a time for control and factual communication.
My mother told me that I wouldn’t make a very good dispatcher. I get far too emotional in situations like this. These operators sound way too nonchalant for me.
@@windsofmarchjourneyperrytr2823 yes some had made it down there trying to escape. It was on the recorded calls and they were being told to go back up if it wasn't obstructed. The first responder is standing right near that area
the woman panicking on the phone about people dying broke my heart
Same 💔😢
Godbless the families how heart breaking
The guy who said he could hear people screaming in the rubble…. Broke my heart in pieces 💔💔💔
time stamp?
It’s like when 9/11 happened, watching those buildings fall, all you could think was-so many deaths! So many lives lost.
It was so extreme and outside of normal experience that people were struggling to communicate what they were seeing.
Exactly
I heard more of a language barrier rather than shock.
@@Whiteyda3rd derp
@@Whiteyda3rd All of them were fluent enough to communicate that a building fell over, come on man.
@@natsfan100 i heard that the building fell into a sink hole!
Did I miss anythjng??
The mom telling the operator where her child is and to get her help. That is heartbreaking as a parent, and just as a person. You don’t have to be a parent to feel the devastation.
And now we all that child has passed :( 💔
She didn't say child
A lot of people are traumatized from witnessing that.
I hope they’re getting help.
Just reading about it has some effect on people. Cant imagine the people there
They will have PTSD...I’ve had it just from witnessing something horrible. I hope they are providing lots of behavioral resources.
And the first responders and rescue/recovery personnel likely will be traumatized as well
The most important thing is exiting the structure. They should think about therapy when they are out of physical danger.
@@PretentiousFF PTSD can have so many effects. The symptoms have often been mistaken for something else.
Fortunately the medical community has come a long way with recognition. Unfortunately, there isn’t often enough reaching out to witnesses of traumatic events.
I'm a former 911 dispatcher and the way these dispatchers responded to these callers is wrong. "Hellooooo?" "Is anyone injured?" Omg. Clearly did not take the callers seriously.
when I have called 911 I got this kind of run around, when you don't have specifics that the operators can relay to emergency services they just keep repeating questions you can't answer. maybe its a florida thing. before cell phones i was alerted to a woman that fell behind the building, that was all the information i had, and they made me go out and around the building and look at her before they would send police, and she died somewhere during all of it.
@@notverynotoriousg5674 I get the questions, it is the tone and unnecessary things, like the dispatcher said "If you don't know where you are going don't just run around causing problems" or something like that. THAT was completely an unnecessary thing to say. The woman was trapped in the garage and needed to get out. Period. The Dispatcher had all she needed to know and then she needed to shut up.
Agree. I've heard other 911 calls from other cities and often time I hear the same irritation in the operators voice. This is not just a Miami problem, it's everywhere and it needs to change.
Thank you I agree. Not great communication. The dispatchers don't seem to understand what these Victims are saying. 🤦♀️You're gonna need more people dispatched. 😢💔
Oh come on. These dispatchers don't have the 20/20 hindsight of the knowledge of what happened. You complain about them asking if anyone is injured. I mean...what kind of complaint is this?
“There’s people in the rubble yelling.” Heartbreaking…
Now this broke my heart.....prayers to the victim's families
How were there not more survivors that night
@@kassandrasalazar6987 One of the guys interviewed that helped that one boy who survived the first night said that he couldn't pull him from underneath the rubble alone because it was way too heavy. He only saw the boy's arm. Imagine that, but ten more floors of people. The rubble was just too heavy to remove. Concrete plus rebars.
@@supreme7057 Many of these people died slow and painful deaths, and that's what gets to me. They heard people tapping stuff even one or two days after the collapse, and the search and rescue was so painfully slow and extra careful. Then the fires in the rubble. It was bad.
Disturbing because some of the people who initially survived were screaming for help but didn’t make it until the rescue team reached them. How long were they buried alive?
I don’t think 911 dispatchers never imagined the magnitude of what was going on.
They have to stay calm no matter what. An emotional and panicked dispatcher is useless in an emergency.
@@mikenelson8377 yes, but I don’t think they ever imagined how horrible the situation was. Such a tragedy 😓
@@s.p.3702 Yes, they have to stay calm, but can they at least TRY to sound like they a heart? A little compassion goes a long
way. People that call in are going though a traumatic event and could use some reassurance.
@@rebeccacastro2525 Dispatchers glean info and type. Thats job number 1. Severe multi-tasking. Then they can worry about getting emotional. People like you give way to much hate to these people. They're coordinating the rescue.
@@rebeccacastro2525 yes, I have mix feelings towards this because one gets told they have to be like this because it is their job to be calm. But some sound so annoyed 🤷♀️... but others stay calm and do try to understand more of what is actually happening. I think it depends on the person that answers. The people are there all confused of what is going on and the dispatchers don’t understand the magnitude until they start getting more calls.
Since a lot of people are asking the same question, I'll clarify because I've been following the Surfside situation closely. These are 911 calls from the people who were lucky enough to be in the remaining tower (west). They are fine (physically). The collapse of the east and the middle sections had already happened by the time of these calls. Everyone in units ending in 05-09 survived. Units ending in 04 were split (sheared off). The rest fell. In the towers that collapsed, only 3 people (and 1 cat) survived the actual collapse, ie, were on an upper level and in a portion that collapsed. (The Gonzalez mom and daughter, the Handler boy, and Binx the cat, who was found later.) An additional few (4-5?) people made it out before the collapse because they were awoken by the noise. But not many...Oh, and I forgot, there was that other woman who did survive the collapse and was trapped in the rubble, talking with rescuers through the rubble for hours after the collapse. But they were unable to rescue her... 😢
They were unable to rescue her because she stop making noises and they couldn’t find her at that point. She probably only had a few minutes before being crushed 🥴
I believe a fire started in the middle of the rescue. Sad sad
@UC5CZ3dtZIVbi6bKRzcZgkcg actually it WAS 2, nearly 3 hrs. But they needed machinery that could hold walls up while rubble was removed.
Firemen, and rescuers stayed and kept her talking, but by the time the machinery arrived, and things were able to be moved she stopped talking minutes after rubble started being removed.
It was well longer than a few mins. Smh
The news covered it, filmed the whole event.
Im sure many could've been saved, but events on this scale are a rarity so the tools and machines, lifts, etc. Needed for this rescue weren't readily available.
It took time to get what was needed, and the number needed to the area, and to the rescuers.
Ppl alive in that rubble didn't have that much time sadly. 😥
the first two calls actually took place before the building collapsed, i believe the guy with his mom next to him lived on the first floor of the collapsed side but made it out alive by noticing the commotion concerning the pool deck
Thank you for this clear factual explanation. A tragedy for sure.
The guy saying there were people screaming from the rubble! 💔 so it seems like there were survivors initially but perhaps couldn't be saved in time.
I know...unless it was the Gonzalez mom and daughter. But we know at least one person was trapped alive that first day and never recovered, sadly. Probably Theresa Velasquez. :(
Yeah, I saw amother video where the guy was there immediately after the collapse. I think they just so happened to be outside the building. He said you could hear people screaming and crying out for help from the rubble but he said he knew just from looking at it that really no one would saved.
Honestly, as terrible as it is, they were likely beyond saving. What is horrific is it seems some were aware & hurting before they passed. Unimaginable tragedy.
Without air and being crushed….. you basically have a few minutes 💔🥺
I Was really wondering if the rescuers actually got everyone out of the building before they demolished what was left of it, if callers were saying there was people still stuck in the building??
First call was 8 minutes before the collapse, ugh if only the fire alarm was set off. More people could have gotten out 💔 so heart breaking
Really??? 😭😭😭😭
@@ericahoward8273 yes! the initial collapse of the pool deck was caught by a few people in neighboring building and they called
@B Win According to the floor plans, the pool deck was one level above the garage. So when the pool deck collapsed, it collapsed into the parking garage below approx. 8 minutes prior to the collapse of the building.
Sadly, most residents who felt/heard the cave-in didn’t evacuate. Never did any of them think the building would come down.
They didn't need a fire alarm.... they said the building shook like an earthquake. Some ppl were maybe sleeping or ignored or didn't know what to do... some got out of the building.... so sad.
the fire alarm was set off, but its possible the actual audio alarm didn't go off all the way. One of the very first 911 calls (not in this video) was from the fire alarm company alerting 911 that there was an alert from the alarms they had installed. It's possible that the alarm systems that activated didn't alert the entire building
there is also eyewitness video where you can hear the alarm after the collapse
“People yelling for help in the rubble.” That gave me chills 😢 R.I.P
Yes, me too, because none of them were saved, except that young boy who was right on top of the rubble.
I was hoping the call helped get them out alive.
@@aloha8410 I did not here a report about the callers makin it out alive or not.
@@queennoneya601 I believe they made it out alive, because those callers are from the section of the building that didn't collapse at first.
@@aloha8410 I hope you are right. I need a little more faith on this one.
Why are these emergency call centre people not trained to LISTEN properly. If they were then they'd likely identify the seriousness of the situation and be more patient. I've heard many be rude to victims because they aren't comprehending peoples dire circumstances.
The career is traumatizing however some of these people wanted them off the phone or just lacking compassion. Some have a very cold voice instead of someone using skills they’re trained to use to gather necessary information and calm the person and assist them to safety. Some did well, but some didn’t seem to want to gather information
The operators are just so stupid and so insensitive!!
Yeah that is ridiculous, how many peop[ploe must tell the operators the building is collapsing. Paramedics are constantly on the way, wtf.
@limelight81 eh...
911 is dialed when there is an emergency which often creates a high intensity/pressure environment that would require the need for law enforcement, fire fighters, and paramedics.
When you have multiple calls all being connected to 1 area with messages like "something just collapsed," or "there are people trapped in the building," or "please help, i heard something like an earthquake" or things of that nature regarding the state of the situation, it is LITERALLY the 911 operator's job to keep the caller on the line by whichever means necessary, even if that means "yes, please do alright, you have nothing to fear, we have many people on the scene" and etc. They don't have to make it lengthy.
While the 911 operators tried their best, I think they could've done better in reducing panic and directing people on what to do knowing the information they had.
@limelight81 not getting a attitude helps you don’t have to cry but people are dying and confused and scared
It's painful to listen to the 911 dispatchers.
It is!! 😩😩😩
Completely agree, they’re so insensitive
💯
Don't know if it's true, but I've heard/read that they're trained to sound "emotionless" so whatever they're actually feeling doesn't get in the way of them helping. It kind of makes sense...
@@Mommyoftt2010 what do you want them to be like? They need to get as much information as possible in the shortest amount of time to send you help.
How sad. We, as Americans, need to wake up & realize that every next moment of our lives is not guaranteed!! STOP all the hate and Love Thy Neighbor!!!
Well said! My prayers and love go out to ALL that have suffered through this tragedy!
Amen!!
You are absolutely correct. Life is is precious. Americans should stop negativity and needs to have unity.
And get vaccinated!
@Queen MOON you are right the entire Mankind.
Horrible, devastating. I can’t imagine what these people went through and what they witnessed. My heart goes out to them and all the people that lost their lives. 🙏💔
I understand that 911 operators are trained to remain calm but I absolutely disagree that it's ok for them to speak in such an unempathetic way. I've personally had multiple incidents in my life where I've had to dial 911 for emergencies (a fire, someone breaking into our car, etc) and it makes ALL the difference when the operator has a slight bit of compassion. It's also extremely unnerving and disorienting when you call a place that's MEANT for help and the person speaking sounds like a lifeless robot.
I'll never understand you normies and your need for people to behave in such a specific way just to satisfy your selfish desires. Horrifying
Do you know how many calls they take? The awful things they hear and have to respond to? They are human too and I am certain get exhausted after putting up with endless hours of BS.
I'm a former 911 Dispatcher and many of these Dispatchers were clearly condescending and wrong. No excuse for that, go work someplace else if you don't want to deal with stress.
They have to be robotic in order to do their jobs! I was a 911 dispatcher for 5 years. That job is not for the faint of heart hence why I only lasted 5 years! As a 911 dispatcher you have to gather as much information from the caller as possible to relate to the emergency responders simultaneously as you’re speaking with the caller. So you’re communicating with several depts, and people at the same time. While you’re typing and looking up maps and deciding which officer to send on the call! Multitasking to the extreme. Dispatchers might come across as cold & uncaring but they have to disconnect emotionally from the situation in order the keep a clear head and do their job. When you’re talking to someone who is panicked and in a heightened emotional state as a dispatcher you have to remain calm otherwise everyone panics and it’s leads a chaotic situation. It is a very difficult job!
@@tamlynn786 I'm a former 911 Dispatcher for a large city... there is no reason for the condescending tone these dispatchers showed.
Oh my god these calls are chilling these poor people 💔💔💔💔💔💔💔💔🙏🏼🙏🏼🙏🏼🙏🏼🙏🏼😢😢😢😢😢😢😢😢
We are all one big family and this hurts us all.
We are witnessing hearing people in shock! I hope they get support for PTSD!
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Yes I hope they do too. I have C-PTSD and know how difficult it is to live with it. I wish I could hug all of them.
@@babyhandgrenade4004 welcome dear nice moment for to know ourselves better: Reach me out on Gmail sections okay:
vinscully19@Gmail.com
The operator sounds irritated. It's your job lady 🙄 it might be repeat callers about the same thing, but an ENTIRE building collapsed! For the caller, this is the first person they've probably talked to.
The operator is beyond stupid !!
Don't worry mam, dispatch will be out with some warm towels and a cup of coffee mam, everything's gonna be fiiineee. Mam calm dowwwwn
Okay Karen
what do you think 911 is? You expect Bubby Weinstein to come down with babka, chicken soup, and a rectal thermometer? Grow up lady!
@@philj9594 Karens want to be catered to but as for the others - those people....
I can’t imagine how shocking and utterly terrifying that must have been.
Yup another witness that saw the pool deck going down first
@@joseph9770 The pool was not on the roof. It was at ground level and the deck around the pool was also the same floor shared by ground level parking.
@@NachoKitty the pool deck/garage roof on which the building was built feel in
@@NachoKitty there are a few good videos where they go over the collapse. It started when the pool area collapse.
@@KayInMaine I guess you must have scared Joseph off, he apparently deleted his comment.
@@will19741970 Actually the building is built on columns that extend down through the parking garage and those columns rest on poured concrete footings sitting directly on bedrock. You make it seem as if they built a parking garage and put a roof over that, then built a building on top of that, lol!
This is devastating. My heart is aching listening to this recording!
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The way these people died is what breaks my heart the most. Makes me want to vomit actually.
Heart breaking for those who fighting for life and unable to come out.
Rip
I hope the ones who were trapped all got out.
@@lauravictoriano9920 they didn't. A lot of them if not all of them died. They were not able to reach them.
@@babyhandgrenade4004 that's horrible! I feel bad for those people :'(
This all happened because of money, incompetence, and greed. All safety rules are written in blood.
I just wonder if the sight and sound of a huge building pancaking straight down might stir up traumatic memories from 20 years ago. And you KNOW what I'm talking about, except that this time the building didn't even have to be hit by a plane. It just fell down due to poor maintenance and ignoring warnings from engineers.
IT DID
IGN0RANT STATEMENT ,,, "Y0U W0NDER" ?? WHAT ARE U 5 YRS 0ID ??
ferociousgumby There's more than 1 building that's been evacuated since this has happened. These builders cut too many corners so they can put the money into their pockets, but they don't think about the consequences of their actions.
I think this property will be haunted now!
@@stvnm5282 Yup, I wonder!
Whoever took the first 911 call operator should be fired
I hope someone reads these comments and fires that operator pronto !!
911 callers are like mindless robots. Sometimes, the caller just needs to know someone is with them. A little empathy goes a long way.
I think you mean 911 operators.
ya but they do it all day man think about that, traumatic call after traumatic call its why there emotionless
I’m sure they are trained to be calm and non-reactive so that they can help the caller who is frantic or distraught.
They have to remain calm. If they get wrapped up in their emotions, they won't be able to do their job.
he said where Send someone , tell him stop asking idiot ! poor employees . they got better. Ahhh . No tell them to get out and away .
I completely understand the 911 operators have to remain calm during these situations. However! LISTEN to them! Ask them where they are, or listen, assure them help is there/on the way. Not give them an attitude Bc they don’t know their exact location etc
Like come on! There is no empathy in their voices at all.
Sadly, I think that is the way that it is with many people today.😢
I was thinking the same thing I balled my eyes out hearing how the dispatchers just seemed like they had more calls these people were terrified and scrambling to save not only them self and their family but others too this is so sad god bless & everyone stay safe 😞 terrible tragedy.
I was thinking this as well. Unbelievablely rude during a traumatic event. 😔
They do this all day and they have to get try to extract important information people in distress
@@mssha1980 yeah but I’m sure they had an idea when they getting so many calls like that just because of their job doesn’t mean they can’t show compassion yet continue to be professional .
Some of the operators seemed strange, true... however I think too much empathy would be worst they cannot panic with the callers they have to remain calm.
Exactly! They are trained to ask questions and to remain calm!
Best to remain calm. I am sure the dispatchers could use extra support after this tragedy!
Who wants a panicky operator in a crisis? Now it's about the operator goin thru it.
That is their job, just like the people in the emergency room.
They probably didn’t realize the severity of the situation.
This is extremely difficult to listen to 😪😪 Devastating beyond words 😞 RIP to all who didn't make it . And condolences to all the families .. 🙏🙏
I’m amazed at how very rude some of these operators are.
They have to remain calm for the sake of the callers.
Their job is to pull information out of people as quickly as possible and move onto the next call. They're not therapists
Right. Everyone’s saying they have to remain calm, but operators can be calm without them sounding like the caller is annoying or inconveniencing them.
@@firstnamelastname7708 exactly!
@@firstnamelastname7708 Well some of the callers WERE inconveniencing them by not giving proper information.The dispatcher needs to know wtf is going on.
Where was security when there was this “boom” in the garage. An alarm should have been issued. Everyone had at least 10 minutes to evacuate. This breaks my heart. So many lives lost.
I guess I'm just completely lost, but what exactly was the boom? I guess that boom must be the reason why there were those people filming that video eight minutes before collapse?
@@laurendaryani4893 the a garage had started to collapse and had water rushing in for about ten minutes prior to the building coming down.
They probably didn't imagine the whole building would collapse :(
Operators are acting like they are sleeping. Crazy indifference
WTF? Would you have preferred they were hysterical?
How many people were told to stay in the apartment or help is on the way only to die from the lack of communication from dispatch.
@limelight81 she was falling asleep, and she asked nothing useful to save lives
@limelight81 at least her questions should be useful, not stupid
These are probably the people on the side that didn't collapse and had to be rescued
Yes
No kidding, Sherlock.
@@rubyoro0 I know. I meant to reply to another comment on this link🤪
So why we just now hearing the recordings?
@@queennoneya601 I think they thought it would not be appropriate with all that was going on.
I have had to make a 911 call to get help and I got a bit frazzled at first, but the dispatcher helped calm us down. They must calm you down to get the right help! I don’t blame them, they are only human too!
Beth, dispatchers are humans with caring hearts.
These operators are so damn insensitive
They're trained to ask those questions.
Yeah, calm down Karen.
They are bishes. They sound like they are being bothered.
@@kristinatidwell6563 They aren't trained to be bishes. They are in the wrong job.
These operators are trained to remain calm so that they can send help in an effective manner
Breaks my heart .
Operator: "what do you see"?
Me: "one building minus one building equals what I see."
Lol but I know. I’m sure you wouldn’t believe what you were seeing.
"Do you think anyone was hurt?"
A 12-story building that now is about 2 stories tall.
tbh I wouldn't have the right words either after seeing such a tragic disaster so quickly
It’s sad that all of those people screaming in the rubble are dead now. 😢
I don't hear screaming? All I hear are people screaming when they call 911.
@@zackd2852 I didn’t hear screaming either, , but the guy said people are screaming! 😢
They pulled 3 people from the collapsed portion of the building on the first day. They haven't pulled anyone else since but it stands to reason that those 3 people could have been the people screaming.
@@amaryllith I hope so!
yeah, and that there was probably a number of people who were alive after, but died of starvation and dehydration after days of no food and water in that heat.
Wow! They’re way more composed than I would be.
Guy talking to his family "we gotta go"
Operator: "sIr ArE yOu ThErE?"
911 isn't set up for actual emergencies, its really annoying. the operator has to extract specific information and relay it to emergency and police and if you don't have specifics the whole system breaks down. i had a woman die right in front of me while I was on the phone with 911, they were asking questions I couldn't answer and kept asking the same questions, after what seemed like forever they finally called the police.
@@notverynotoriousg5674 That's not how 911 works, emergency rescue is automatically rolled police/fire/ambulance. The reason they try to extrapolate specific facts is they need to know how much resources need to be directed and they need to confirm your location so that first responders aren't wandering around confused, or showing up short handed. or not at all due to wrong location data on what is commonly a cellphone used to call 911.
@@Randomadventureswithpaul You’re right. I was a certified medical (EMD) and fire (EFD) dispatch operator (as well as an EMT). These mostly sound like police dispatch, but when there are more than two people on the phone, it’s likely police and medical/fire rescue. If it’s a medical emergency, within the first question or so, medical dispatchers have a system which allows us to quickly categorize the type of emergency so we know what type of help to send (an advanced life support ambulance w/paramedics or critical care technician vs. a basic life support ambulance with an EMT and this is so we can most effectively and efficiently handle calls. The reason for this is If you have a broken arm, you probably don’t need advanced life support and sending them would be unnecessary and possibly prevent them from being dispatched to another call which requires that help). The same goes for fire/rescue.
Depending on where you live, you may have different numbers of dispatchers. The more dispatchers you have the quicker the process is. I’m located on Eastern Long Island in NY and our county dispatch has people taking calls and separate people dispatching them so the dispatches can go out to the departments while the original call taker stays on the phone with the caller. When you call 911 up here and in many/most non-rural areas, you’re most likely to get a police dispatcher on the line first and they’re going to quickly transfer you to the appropriate dispatch as medical and fire dispatchers are trained to identify the type of emergency and provide help over the line before help arrives in person. However, the police dispatcher usually stays on the line just in case other assistance is needed.
@@notverynotoriousg5674 I think they probably called the police first thing, and continued trying to get additional information from you past that point.
Lol my mom omce called because a bunch of punks on July 4th wanted to start fights. This operator was exactly lile that. "Can you see, what car are they driving? Who is there?"
Surreal to recognize some of the survivors voices (from interviews). Also, some people sound so calm!! At least calm enough to describe where they’re going. Amazing they were able to stay this calm. Major props. I don’t think I’d be able to.
4:40 “there’s people in the rubble yelling, by the way, just so you know” is he talking about the people that were in the side of the building that collapsed and were stuck in the rubbles? The ones that sadly perished? Because if that’s so, it means people were alive at the beginning :(!
I know, right?..
He was leading his family by the pool towards the beach. It had to be from the side that collapsed.
The fire department reported that they spent hours trying to get to a woman that said she was trapped between 2 beds in the rubble. She kept tapping and yelling the entire time to help them find her. Eventually the taping and her yelling stopped. So saddening to hear that story.
@@garagegamer6484 10 hours
@@garagegamer6484 That wasn't widely reported. It was reported that they heard a woman yelling in the rubble, for a short time, and then she stopped. I wonder if the "hours" part of it was correct.
I am haunted by the final voices of those possibly lost, and the voices of survival. My heart is broken for those who lost their lives in this building collapse and their families and friends. I hope those responsible will be held accountable.
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Absolutely disturbing. Lord help us all. Please. How terrifying my heart is with all of you.
Weeks later. Now we can hear why. We all needed the time to absorb the reality. Probably why the 911 operators sound as they do. They can’t absorb the calamity any faster than the rest of us.
Aint nobody interested in get used to witness suffering? If that was your family u would feel differently about it being listened to in a loop. Whom ever profited from this disaster and the punishment , I got all the time in the world to get to the bottom of.
They can't fathom that such a large building would just fall.
@@eddielane9569 engineers knew.
Those poor people trying to escape in all that darkness, rubble & smoke…tragic
It's why to ALWAYS learn and observe your surroundings
I can’t stand these 911 operators who can’t show any empathy or have an attitude with these people who are in obvious trauma
Exactly imagine seeing a building fall knowing babies kids adults PEOPLE are falling from the building and are guaranteed to be dead
@@yourgirlfriendlllll it’s so sad. This whole situation is sad. It should not have happened. I can’t imagine what the survivors are going through, feeling confused and somewhat helpless.
@@isabellavillanueva4639 yea it’s so sad no one has a clue as to what there going through I hope they get better
They're trained to get information to pass along to the police/fire/rescue people. They have to remain calm also.
@@KayInMaine yes but do it with a bit more compaction.
This is so very sad to hear. And I’m sure the screams, crying, people begging for help because their stuck, etc, will stay with the survivors for a long time. My heart breaks for these people, the deceased, the survivors, All the families that are still waiting to hear that their loved ones are found, & to the ones that have been found, the pets. What a tragedy! God Bless them all as well as the many fireman, volunteers, everybody on the front line. I know these clips of the disaster taking place can not compare to & does no justice to how bad this was having to see, hear, breathe, & live this horrible event in real time!
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God have mercy and help them get through this.
God also, prosecute the owners. amen.
911 operators/dispatchers are actually trained to try to remain calm and dispassionate in order to get as much pertinent information as possible, and make appropriate response decisions. It at times can feel cold and non-empathetic, but they have to try to check their emotions as much as possible. We should give them a break.
For real! People in this comment section are so misinformed.
Screw that! Lets see if you feel the same way if it's your life that is in danger.
@@Floridafanatic28 I get where you're coming from and understand the sentiment, and yes some of those responses border on obtuse, but again time management and keeping a clear head are important and part of their training.
@@CR-wk2re So easy to criticize from the comfort of ones home, isn’t it? They weren’t even there!
These people make it sound like they expect Mary frigging Poppins to answer the phone - actually she was sarcastic. It seems very infantile and entitled these laments.
You are better off calling a family member to tell them how much you love them instead of calling the 911 operator.
@Sun Flower: Yes, I believe I've learned a lesson from this. Don't call 911 until you've exhausted your own resources. They aren't going to help you immediately . . . and they're more likely than not to frustrate (or anger) you. Only ONE of these operators seems like a competent person: 1:45.
I've seen heroin addicts with more pip than the operator.
Operators need to stay calm no matter what.
@@samanthadpaul calm is correct.Rude is unacceptable and they were being rude.They seemed annoyed to even be doing their jobs.
@@ShannaLaesway Yes. Exactly She sounds *annoyed*. She is another 911 operator in the wrong job.
@@ShannaLaesway They didn't seem rude to me. They were probably frustrated because they were trying to get answers and their phones were running hot. Unless you do their job, you shouldn't judge. I'm sure they're well under staffed as well.
@@samanthadpaul did you not hear how annoyed they sounded at each caller??Phones blowing up or not it is their job and they weren't being professional...it's just mine and hundreds of other people's opinions...
I must say the operators handled this as well as they could given the situation. If you haven’t done this job, don’t criticize them.
So heartbreaking
These heartbreaking calls remind me of the calls made to 911 from people above the impact zones in the twin towers on Sept 11, 2001. 💔 I will never, *ever* forget the voice of Kevin Cosgrove who cried into the phone that he didn't want to die and then seconds later screamed as the tower came crashing down on him. 😢 The operators on the other end of emergency calls like this are heroes, each and every one of them. ❤️
I cried the whole time I listened to this. How sad. Poor people. I could hear their fear in their voice. RIP.
Same. I tried not to, but it’s so sad.
"There's people in the rubble yelling, by the way." @4:40 Jesus Christ. That's got to be the most harrowing part of these calls. RIP, hope all the families involved get the help they need and reparations from those that were negligent enough to caused this tragedy.
Jesus Christ understands what they went They went through.
I listened to very little . Just enough to process the situation. Me listening more than 10 seconds serves no useful purpose. Thats Something for the courts to listen to.
This is a bone chilling series of recordings.
It was the middle of the night, dark, no one knew what was going on. People are calling panicked. In the first calls, the 911 operators are trying to figure out what happened. In the later calls, they have a vague idea of what happened, so they are not asking questions but the advice varies, get out, stay there. By the very last call, when the operator tells them get out of the building and keep walking away, she has a much better idea of what happened. Also, operators need facts, as fast as possible, so they can get help to the caller, that's why they respond with calm or abrupt responses. Once people are physically safe, then you can take the time to be compassionate. It is so easy to judge when you have all the facts and aren't in the middle of the crisis.
Exactly. A ton of emergency calls comes in at once in the middle of the night about something catastrophic that occurred. The operators have no clear idea what exactly happened or even what kind of building this event occurred at. Their response makes sense - they have to be curt so that they can get the important information quickly to send out the appropriate emergency response in a promptly manner and to try to get the people to safety as soon as possible. Time is of the essence. A second is all it takes between life and death.
LOL you're a joke!
One of the things I find disturbing is comments from people who have no concept of what it would be like to be an operator taking calls on this night, expecting perfection from people when they would be completely unable to handle the same situation themselves. They got rescuers to the scene in droves which is what they are supposed to do. There was no one that I heard that was outright nasty or cold to any of the callers.
@@Floridafanatic28 Please stay away from being an emergency operator, yourself. I don't think you're cut out for the job.
@@Floridafanatic28 you need to sniff a better grade of glue.
These dispatchers did an excellent job telling people to "just get out" and get away from the building. Kudos!!
Not all of them did that. One of them told the woman NOT to be walking around. They are a joke.
@@Floridafanatic28 If you listen to the calls, most of these callers didn't even know what had happened yet and are describing different things. It's not surprising that different operators are telling people different things considering they're getting all different kinds of information. This is the chaos immediately after this happened, it wasn't actually clear what had happened yet.
What gets me is people in the rubble yelling for help. I don’t understand how they could demolish the rest of the building without knowing there could have been others still alive.
But there was NO way there would have been survivors. no water or food for days, loss of blood, it is just simply impossible there were survivors after that long. but the ppl yelling thru the rubble they did rescue :-) they could find exactly where they are
They also needed to because hurricane elsa. If they didn’t tear it down before the hurricane came, it would collapse down even harder and be even more of a disaster, the rubble could get thrown anywhere in any direction. They couldn’t have done anything...and sadly they needed to to prevent further disaster
i always hear the same advice in calls like this. Stay put. Stay in your apt. Etc. So far in a situation like this is damn if you do, damn if you dont. A building connected to mine just collapse. Yeah i think i would do my best to die trying to get out. The people that survived got very lucky. Cant imagine the fear they felt. Heartbreaking all those people died. 💔
Yeah, if I were one of those people across the way in the other building witnessing the collapse I would immediately exit my own building for fear of my building collapsing next due to close proximity of the other building! I'd be gone.
@@romainejayne1811 right. Run fast and far from the building.
How many other highrises falling to the ground and people screaming for help situations have you witnessed?
@@queennoneya601 i think i don't understand your question. Is it a straight up question, or an argumentative? Based on my experience listening to 911 calls similarities. Only you can decide in that situation what might be best for you, not always the operator. You look at a lot of examples of 9-11 calls and we can take those situations to perhaps learn from it and be ready if you ever find yourself one. My comment is not to judge, or pretend like i know. Any situation similar to it. There are many high rise buildings with 911 calls. The Honolulu Condo fire. September 11. Some of these people were told to stay put and someone would be there to help them. Hope that somewhat answers your question.
There was a fire in Chicago but the air/smoke release in the stairs didn't work right. 7 people died. That's why you don't leave. It's subjective, though.
These recordings are more horrifying then seeing the collapse footage
It puts you directly in the building itself during the moment before the collapse.
Omg these operators are so stupid I would hate to call her in an emergency !!
How exactly are they stupid?
Yes. How are they stupid?
They did literally nothing wrong.
Lady, are you allowed to operate heavy machinery as you don't seem to be the brightest bulb in the lamp. You could always call Ghostbusters.
“There are people yelling from the collapse who are stuck” RIP 💔
Oh God …please help those people 🙏🙏🙏❤️
@Nathan Stewart I know , I hope people who survived got help ..
To understand these calls, 911 was first called to report the collapse of a parking garage. At this point there were no injuries and the dispatchers understood it to be only a minor problem. A few minutes later the entire building collapsed. That is when 911 was flooded with a bunch of calls from the same address. At first the dispatchers thought they were calling in about the earlier collapse of the garage. Because of all the dust and smoke none of the witnesses could tell the dispatchers what was going on. It took them a bit of time reassess the situation. It wasn't until the a few minutes after the collapse that the gravity of the situation had become apparent. This is when the first policeman on the scene described it as being "like the trade center" and told them to dispatch all units and activate the disaster response teams.
"M'am, you need to focus on the operator". She needs to focus on saving her life!!
They hire mean idiots like walmart because they can pay them less
Wow, it takes a lot to make me cry, but with these calls, I can’t stop. There were so many mean comments judging the people in the half that was still standing about leaving their pets and not taking their things with them, but you can see they were absolutely in survival mode just trying to get out... trying to get to the bottom before more collapses, stuck in the garage, can’t leave because of flooding in the basement and rubble, trapped on balconies. This is truly horrifying for survivors on the other side of the building.
I got goosebumps my hair standing up .how awful !!!
Dispatcher thinks that they are sitting there and they are going to report everything calmly in a emergency catastrophic situation
This is traumatizing to live through. I can’t imagine knowing your neighbors are dead or stuck there. 😔 so sad
It traumatized me just listening
This is so unbelievable to know something like this can happen.
5:19 this must be the man that helped the 88 year old lady get out. Wow
I’m not impressed with the dispatchers. Saying I know” or some of their responses or lack of hearing what the people were saying. Ugh
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Please know that the 911 operators are under a lot of stress akin to a military operation and keeping very calm, even the ones most commenters are perceiving as "rude". They are literally taking notes on every call to triage cases and people in need by their apartment numbers and position at the scene. Once they have the information and can determine if the caller is in immediate danger or just a perimeter bystandard, they need to clear the phone lines for the next call. All these notes are read by the dispatchers to get the right services to the right area of the scene. The 911 operators are not therapist. They did their core job very well. For comparison go listen to military radio samples of the line chatter after an attack. The point is to gather the information, assess the need of each person's call in and send the right forces and/or aid to the right location.
In short, feelings are not as important as saving a life. Fixing blood shed before fixing tears shed.
Sorry, I have heard 911 operators be calm and exude empathy in extremely stressful situations. They can do it.
@@Benjaminleo815 Lucky you.
There’s 8 billion people on this planet. They can find enough that manage to be calm collected and aware of vocal tone.
So sad 😞 you don't know how long you have each other spend as much as possible with your families!God bless
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Breaks my heart !
So heartbreaking hearing the people screaming from the rubble.Looking back most of them passed away that could have been saved.This is horrible. My heart and prayers go out to all involved.
I start to imagine what it would be like to be trapped in that building. But I start to panic and have to stop. 71421
Literally i do the same and i feel like i cant breathe
I keep imagining what the people and the animals went through and it makes me sad
I wonder if any of those people trapped in garage that was flooding lived. How awful
@Brandi Cappetta, he told the opperator that he got out of the building.
@Gary Brehm they were trying to get out of the collapsing building via that way.
@Gary Brehm the gentlemen from NJ was saying while he was on this very call the garage was flooding and there were several people still in there. On the call he says it and you can hear them in the background. They were trying to escape too. He (the NJ Man and his son) were carrying a the 88 year woman survivor. So he says on 911 call to let dispatch know that they were there basically that he couldn’t save them. He said that he could hear them … awful… on all the calls not just the video they said people were trapped in garage. I just was wondering if any of them were survivors, or victims of this terrible tragedy. Thank you for answering my question.
ruclips.net/video/ni3A1DU8TL8/видео.html
@Gary Brehm Miami is the city that doesn't sleep. a lot of people are up. last call isn't even past at the bars
@Gary Brehm Since a lot of people are asking the same question, I'll clarify because I've been following the Surfside situation closely. These are 911 calls from the people who were lucky enough to be in the remaining tower (west). They are fine (physically). The collapse of the east and the middle sections had already happened by the time of these calls. Everyone in units ending in 05-09 survived. Units ending in 04 were split (sheared off). The rest fell. In the towers that collapsed, only 3 people (and 1 cat) survived the actual collapse, ie, were on an upper level and in a portion that collapsed. (The Gonzalez mom and daughter, the Handler boy, and Binx the cat, who was found later.) An additional few (4-5?) people made it out before the collapse because they were awoken by the noise. But not many...
I'm curious to know, so please don't attack me.
If this situation was to ever occur again. Is it possible for the national guard or the military assigned to this so more lives will be saved?
I mean, the firefighters are trained, but this is out of their training since the debris were heavy and a lot. They couldn't handle lifting the debris in time to save the people that were screaming out for help.
Absolutely agree.
@Jibo Da Grey aren't we all humans to see someone in need and we are to help? Why do we help other countries and people in ours need that same help under the condo collapsed site?
I understand the States selects officials to make effective decisions for their residents. However, in this case, common sense were not used, neither they did not have the right tools, trained manpower to handle crisis situation such as a collapsed building killing people, as well as powerful devices to help save these people trapped under rubbles which ended up killing many. Protect and serve can also be aided from our national guards or military solders in crises our citizens suffers from in our own country. If you don't agree that we don't see eye to eye.
I am aware that federal and state laws differs, however, in a crises we should show compassion and help our own people that needs help.
They ought to have a 911 camera phone app where if you call 911 with a cell phone, you can livestream whatever your phone camera can see. It could be used to provide 911 operators a visual of the scene, and be saved on servers for later analysis.
Wow what a not so smart person
@@derricksmith8978 Actually I posed the question to someone at quora and they came right back to google NG911. Apparently Next Generation 911 WILL include a full array of digital services in addition to the audio and it is already being rolled out in select locations for beta testing in 2021.
So you can shove your snarky reply where the sun don't shine.
@@nobodyknows3180 I mean it’s actually a smart really smart idea because these days most phones in our pockets have the ability to FaceTime or do video calls. Although I imagine it would be even harder to be one of these operators having to watch someone potentially die in a tragic way if there is nothing they can do. Hopefully they’d have mental health resources available if not already.
@@strangespice2996 well, apparently this next generation of 911, called NG911 is taking the system from being phone based to full digital communications, sort of like full internet access on steroids, and even Alexa and Siri rolled into one, and a dedicated cellular communications network called FirstNet that prioritizes bandwidth for first responders. Apparently they've been working on this for years, and it's about ready for implementation. I'm not a techno-geek so this was actually the first I'd heard about it.
Thoughts and prayers for victims and their families.
“people in the rubble is yelling (4:43)”. they were alive. this just confirmed one of my greatest worries. we didn’t make it to them in time. how-😭😢
Hey 911 operator ...you can tell the people are in the middle of an emergency. You can hear materials collapsing and desperate cries in the background. Why are you trying to start a conversation when people are in the middle of trying to save their lives. Just get EMT, the Fire Dept and the Police out to that address pronto, and let them figure it all out once they get there.
911 didn’t call those people. Those people called 911.
911 operators should have maps and floor plans available so they understand the predicaments better. They sound very confused.
The dispatchers answering are not the same dispatchers sending the units out. The call takers have to gather as much information as possible
That is a ridiculous idea. Their job is to get as much information about the situation as possible and pass that information on to police responders and firemen so they can do their job more quickly and effectively when they get there, instead of getting there and having somebody die while they're "figuring it all out". They also need to know what's going on so they can help the person manage the situation effectively until first responders arrive.
@@ButtThuck Yeah ...but when people are saying "THE BUILDING IS COLLAPSING" and they're looking for an exist that's not blocked, how much more info does the 911 operator need? The 911 caller does not need to be distracted by the 911 operator when seconds count to "Get the F OUT". If it were me, I would've just told 911, Hey, I made the call, you have the address, you know the high-rise apartment building is collapsing ...I'm hanging up because I need to GTFO!!
The 911 Operator needed to listen to these people. Unbelievable!! I realize they need to stay calm, but what I just heard is just ridiculous!! I feel like the Operator was short with the callers.. These callers were in Shock! My heart just breaks for all the victims, families, and friends. My prayers continue for all involved. 🙏🙏🙏
She did though
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These operators are not properly trained. They need to instruct the people to get out in whatever manner they can!
4:05, 5:02 do you not have ears?
The operators did advise the callers to look for a way out, but we have to remember it was DARK! Think you could do better?
Always one 🙄🙄
??? They do not know the layout of the apartments and if any exits are blocked. What if the operator gives instructions to escape and something happens and they get killed?
There are a lot of comments mentioning the attitude of the 911 operators. They are there to get as much information as possible so it can be relayed to responding firefighters, paramedics, etc. They often have to be assertive and guide the conversation to where it needs to go. People tend to forget it's a call center, and there are many other callers they need to get to. They can't stay on the line with someone who is across the street baffled at what they are seeing and not really communicating anything useful to the 911 operator, when someone from inside the rubble could be calling with vital location information.
Yes and they did none of this , there is a way to do the correct thing ..... it was the tone , that was all wrong , there is a difference .
@@raffaellavitiello1762 Seconds count when it comes to saving lives, and all so many of you people care about is "tone". Those 911 operators are doing their job. They are trying to keep people safe and send appropriate help in a timely manner. Their "tone" is about keeping control of the conversation, and getting information from a potentially panicked/hysterical/confused caller. They are trained like this for a reason. Their goal isn't to make you like them. They aren't doing this for you.
Trying to give grace to the operators who sound curt and impatient. It is hard to listen to how they respond. Guessing they were overwhelmed? Appreciated the lady who asked the man to get away with his family because she wanted them to be okay.
Yeah ,that operator seemed well-trained, but some of the others could use lessons in how to talk to people who are in a dire situation.
That one operator seemed like the only compassionate one 😢💔🙏🏼
This is DEVASTATING
I feel for these 911 Operators as well.
I know they sound gruff and uncaring, but, they are trained to gather facts and remain in control of the situation.
I recently (three months ago) had the experience of watching my husband go into deep, deep distress and he was near death when help arrived. Once ambulance service pulled up and got out to assist, the lead paramedic began by asking my husband questions,... but he was unable to answer her. I began answering for him....she stopped and looked at me and said, "I need him to answer". I remember thinking how cold, callus and uncaring she seemed. And yet, once it was all over, and we were at the hospital and the "emergency response" was no longer needed, she turned into the most wonderful, loving, caring person and was hugging me and kissing my husbands forehead as he thanked her for saving his life. She was so ecstatic to have seen a "good" outcome and we all knew she'd for certain "saved a life". I now have a much greater appreciation of emergency responders and I am very quick to get out-of-the-way when i hear sirens... as I know what they do is far more important than the general population realizes.
many people don't understand what happens in crisis. the brain stops thinking basically. the operators have to fight against the part of the brain that goes into fight or flight response in the caller. they must use firm and clear speech. it's not a time for sympathy, it's a time for control and factual communication.
My mother told me that I wouldn’t make a very good dispatcher. I get far too emotional in situations like this. These operators sound way too nonchalant for me.
Truly heartbreaking
I couldn't finish listening, this is absolutely devastating. Praying for those lives lost and families that are left heart broken.
God Bless everyone. I am so sorry. These are heartbreaking calls-
The people yelling from the rubble are most likely the ones that were in the garage
At 1:30 am?
@@windsofmarchjourneyperrytr2823 yes some had made it down there trying to escape. It was on the recorded calls and they were being told to go back up if it wasn't obstructed. The first responder is standing right near that area