BOSTON POLICE DEPARTMENT REVIEWS 911 RESPONSE TO RECENT ELDERLY ASSAULTOn April 20, 2008 a 76-year-old male was assaulted and robbed at Braeburn Road in Hyde Park. A robbery suspect approached the victim and struck him with a blunt object causing injury. A concerned citizen, who was assisting the victim at the scene, dialed 911 requesting a police response. Boston Police arrived on the scene 35 minutes after the original call due to a priority coding error made by the call taker and the neglect of the dispatcher to properly re-evaluate the gravity of the incident.
A preliminary review of this incident has resulted in the immediate re-training for the call-taker and dispatcher involved, who will receive further instruction on Standard Operating Procedures and performance expectations. The call taker and dispatcher will also receive reprimands.
Commissioner Ed Davis stated, “Our community members deserve and require exemplary 911 service. Rest assured that the Boston Police Department is taking every step necessary to ensure that individuals in crisis receive efficient, timely and customer-friendly police response.” Commissioner Davis added, “On behalf of the department, I would like to once again extend my apologies and regret to the victim of this troubling incident.”
The police department is taking the following immediate steps to improve 911 response:
• Expedite a previously schedule ‘Value Training’ course for all 911 call-takers and dispatchers. The continuing education seminar re-enforces the guiding principles of 911 response speaking specifically to topics such as; priority coding correctly, properly verifying addresses, customer service, call handling, stress management, critical thinking and practical application.
• Upgrade our existing ‘Quality Assurance Monitoring Program’ by conducting a comprehensive performance review to identify and address any improvement areas.
• Conduct research of best practices of 911 call centers nationwide to determine if there any additional elements that the Boston Police should implement into our current policies and procedures.
• Expand our current technology so that members of the Boston Police Command Staff in addition to Operations Supervisors can monitor 911 calls in ‘real-time’ as an extended measure of quality control.
The Boston Police Operations Center receives upwards of 600,000 calls per year. It is the mission of the department to consistently strive to deliver model service worthy of the citizens and guests of this great City.
The suspect involved in this tragic incident remains at large. He is described as a black male in his late 20’s and was last seen wearing a ¾ length black leather jacket and green pants. We urge anyone who may have seen something, heard something, or may know anything about this incident to contact District E-18 detectives at (617) 343-5607.
For those wishing to remain anonymous, please call our CrimeStoppers Hotline at 1-800-494-TIPS or text ‘TIP’ to CRIME (27463).

BOSTON POLICE DEPARTMENT REVIEWS 911 RESPONSE TO RECENT ELDERLY ASSAULTOn April 20, 2008 a 76-year-old male was assaulted and robbed at Braeburn Road in Hyde Park. A robbery suspect approached the victim and struck him with a blunt object causing injury. A concerned citizen, who was assisting the victim at the scene, dialed 911 requesting a police response. Boston Police arrived on the scene 35 minutes after the original call due to a priority coding error made by the call taker and the neglect of the dispatcher to properly re-evaluate the gravity of the incident.
A preliminary review of this incident has resulted in the immediate re-training for the call-taker and dispatcher involved, who will receive further instruction on Standard Operating Procedures and performance expectations. The call taker and dispatcher will also receive reprimands.
Commissioner Ed Davis stated, “Our community members deserve and require exemplary 911 service. Rest assured that the Boston Police Department is taking every step necessary to ensure that individuals in crisis receive efficient, timely and customer-friendly police response.” Commissioner Davis added, “On behalf of the department, I would like to once again extend my apologies and regret to the victim of this troubling incident.”
The police department is taking the following immediate steps to improve 911 response:
• Expedite a previously schedule ‘Value Training’ course for all 911 call-takers and dispatchers. The continuing education seminar re-enforces the guiding principles of 911 response speaking specifically to topics such as; priority coding correctly, properly verifying addresses, customer service, call handling, stress management, critical thinking and practical application.
• Upgrade our existing ‘Quality Assurance Monitoring Program’ by conducting a comprehensive performance review to identify and address any improvement areas.
• Conduct research of best practices of 911 call centers nationwide to determine if there any additional elements that the Boston Police should implement into our current policies and procedures.
• Expand our current technology so that members of the Boston Police Command Staff in addition to Operations Supervisors can monitor 911 calls in ‘real-time’ as an extended measure of quality control.
The Boston Police Operations Center receives upwards of 600,000 calls per year. It is the mission of the department to consistently strive to deliver model service worthy of the citizens and guests of this great City.
The suspect involved in this tragic incident remains at large. He is described as a black male in his late 20’s and was last seen wearing a ¾ length black leather jacket and green pants. We urge anyone who may have seen something, heard something, or may know anything about this incident to contact District E-18 detectives at (617) 343-5607.
For those wishing to remain anonymous, please call our CrimeStoppers Hotline at 1-800-494-TIPS or text ‘TIP’ to CRIME (27463).