You probably learned this as a kid: When something goes wrong, you call 911. Someone answers, and help is on the way. But across America’s biggest cities, more than 1 in 5 911 centers can’t answer calls fast enough to meet the national standard.

Often, there simply aren’t enough people on staff to pick up the phone.

Reporter Byard Duncan spent a year finding out how often emergency calls go unanswered. His reporting was the source of recent episode of the investigative podcast Reveal called “911, Please Hold.” His search took him from California to Capitol Hill, and one common theme emerged: emergency call centers dispatchers are not classified as first responders.

In the federal government’s eyes, they sit alongside receptionists and bill collectors. There’s a move in Congress to change that, and this past winter, a team from Detroit’s 911 center went to Washington to fight for it.

Why aren’t emergency call dispatchers considered first responders? Duncan joined The Metro to share his findings.

“911, Please Hold” was produced by Byard Duncan for Type Investigations in partnership with Reveal.

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