Sometimes they literally don’t have the ability to press 1.
Which is why I’m saying it should go through automatically after a short delay.
It’s easy to say “just over staff” until you’re faced with the reality that maybe once every five years, for a grand total of one hour, you’re faced with call pressure 1000 times higher than the second highest spike. It’s not viable to staff a response center to deal with thousands of people calling in the same bomb attack or shooting within minutes, when you normally see on the order of hundreds of calls per week.
What you need is the capacity to deal with 99.99… % of situations, and a safety mechanism to prevent the remaining situations from overloading your system more than necessary.
In a mass casualty event, you need to be able to filter out the people making redundant reports in order to effectively handle the important reports. You need to do that without blocking out the important reports, that’s the hard part.
Which is why I’m saying it should go through automatically after a short delay.
It’s easy to say “just over staff” until you’re faced with the reality that maybe once every five years, for a grand total of one hour, you’re faced with call pressure 1000 times higher than the second highest spike. It’s not viable to staff a response center to deal with thousands of people calling in the same bomb attack or shooting within minutes, when you normally see on the order of hundreds of calls per week.
What you need is the capacity to deal with 99.99… % of situations, and a safety mechanism to prevent the remaining situations from overloading your system more than necessary.
In a mass casualty event, you need to be able to filter out the people making redundant reports in order to effectively handle the important reports. You need to do that without blocking out the important reports, that’s the hard part.