New Port Richey, Florida -- There's new information on 10 Investigates' exclusive story on another botched emergency call at Pasco 911. The recording was released Thursday along with a response from Pasco County officials.
As the 10 Investigates explained Wednesday night, Pasco County officials admitted there was a massive failure in the system when a 911 operator couldn't transfer a call to a 911 operator certified for law enforcement dispatch.
Pasco 911 operators are supposed to be certified to dispatch both fire and law enforcement to emergencies, but clearly they are not.
And while the county says the transfer problem didn't slow down deputies being sent to the scene, county officials released their timeline that shows it did take 3 minutes and 41 seconds to dispatch a deputy from the original emergency call, and deputies were even initially sent to the wrong address while a gunfight was in progress.
On the call, a pre-recorded message comes up saying, "If this is an emergency, hang up and dial 911..." WTSP
On the 911 call, the victim of the home invasion, John Breau, is heard saying "They're in my driveway."
The 911 operator asks, "What are they doing?" Breau responds "They are trying to shoot us."
Also on the call, as we reported Wednesday, when the fire-qualified 911 operator tried to transfer the call to a law enforcement-qualified operator a pre-recorded message came up saying, "If this is an emergency, hang up and dial 911, thank you for calling the Pasco Sheriff's office non-emergency number."
The 911 operator says, "Alright sir, please give me one second."
Then you can hear Breau screaming to the men who entered his home, "I have family in here have give me gun. Please state your name I have family."
Then you can hear Brea's wife scream on the tape.
Pasco County spokesman Ed Caum admits, as we have reported in the past, there are problems getting 911 operators certified in both fire and law enforcement.
"We are still going through the certification process, which you told in your story before too. So it takes a while to get certified, that's something you brought to the attention of your viewers and we are definitely moving down the road to make that happen," Caum says.
But it has been months and the complete dual certification still has not happened. Meanwhile, it took the 911 operator 8 minutes and 46 seconds from the initial call for help to ask if an ambulance was needed. And it took more than 9 minutes from the initial call before deputies arrived at the house.
As we explained Wednesday and have detailed in the past Pasco 911 is still experiencing problems.
AUDIO: Part 1: Botched Pasco home invastion 911 call
Part 1: Botched Pasco home invasion 911 call WTSP
AUDIO: Part 2: Botched Pasco home invastion 911 call
Part 2: Botched Pasco home invasion 911 call WTSP
AUDIO: Part 3: Botched Pasco home invastion 911 call
Part 3: Botched Pasco home invasion 911 call WTSP
Here is the timeline Pasco County released for the 911 call
3:53:53 – Initial 911 call received – open line – activity heard in the background - cell phone tower location of 7509-C Rottingham Rd used
3:55:06 - Caller provided address – unable to verify – entered as 10907 Gawain Rd
Caller hung up or connection was lost
3:55:48 - Attempted callback to cell number – no answer
3:56:24 - PSO CAD event generated as an Unverified 911
3:56:16 - Attempted 2nd callback to cell number – made contact with reporting party
3:57:34 - PSO unit (3F3) dispatched to event
3:57:58 - Address verified and updated to 10917 Gawain Rd
3:58:04 - PSO unit (3F1) dispatched to event
3:58:06 - PSO unit (3F2) dispatched to event
3:58:24 - PSO unit (K6) dispatched to event
3:58:27 - First attempt to transfer caller to LE - failed – system does not allow transfer of an administrative call to 911 line (fast busy)
3:58:29 - Second attempt to transfer caller to LE - failed – system does not allow transfer of an administrative call to 911 line (fast busy)
3:59:08 - First attempt to transfer caller to LE – 7711 number – recording reached (call taker could have bypassed recording by pressing 1)
3:59:27 - Attempt to transfer caller to LE – 7095 number – unknown why call taker did not maintain this conference call (under internal review)
3:59:33 - Second attempt to transfer caller to LE – 7711 number – recording reached (call taker could have bypassed recording by pressing 1)
4:00:06 - LE call taker added to call by utilizing the "barge in" feature
4:00:25 - Nature code of CAD event changed to Shooting Delayed
4:00:26 - PSO unit (3E6) dispatched to event
4:00:38 - Nature code of CAD event changed to Shooting To A Person in Progress
4:00:43 - Fire Rescue CAD event generated (2014-244130)
4:00:55 - Fire Rescue CAD event generated (2014-244131)
4:01:05 – Fire Rescue units (E11, R11) dispatched
4:01:26 – PSO unit (3F1) arrived on scene
4:08:51 – Fire Rescue (E11) arrived on scene
Items highlighted will be reviewed with initial call taker.