Raymond Kalra
COACHELLA VALLEY, Calif. (KESQ) – When someone calls 911, every second counts. But repeated emergency service disruptions across the Coachella Valley are raising concerns about whether residents can always rely on getting through when they need help most.
Following another widespread disruption on October 22, News Channel 3 went inside the Palm Springs Police Department’s dispatch center to find out how emergency responders are handling these incidents and what needs to change to prevent them.
For Jennifer Hill, a dispatch supervisor with the Palm Springs Police Department, the importance of answering those calls is personal.
“Seconds is lives,” Hill said.
Hill has worked as a 911 dispatcher for more than 21 years. During that time, she’s helped people through emergencies, supported officers in the field and witnessed firsthand how critical communication can be during life-threatening situations.
But she says repeated disruptions to emergency phone service have become an increasingly frustrating part of the job.
“It’s very frustrating,” Hill said. “The public needs help. And that’s what we’re here to do.”
What caused the latest 911 disruption?
On October 22, problems with emergency phone service affected several Coachella Valley cities, including Palm Springs, Indio and Cathedral City.
Some AT&T and T-Mobile customers experienced difficulty connecting to 911, prompting local police departments and Riverside County officials to issue public safety alerts and provide alternate numbers for emergency assistance.
According to previous News Channel 3 reporting, Palm Springs began reporting problems shortly after 2 a.m., while Indio reported disruptions around 3:30 a.m.
Indio Police announced that its 911 lines were restored shortly after 4 p.m. Riverside County later issued an alert around 5 p.m. confirming that emergency phone service was operational countywide.
Palm Springs dispatch supervisor Jennifer Hill told News Channel 3 that the disruption involved damaged fiber-optic infrastructure, including reports of cut lines locally and in the Los Angeles area.
The precise location of the damage and whether the same infrastructure problem was responsible for all reported carrier disruptions have not been independently confirmed.
The issue also affected phone carriers differently. At one point during the disruption, Indio Police reported that AT&T customers could reach 911 again while T-Mobile customers were still experiencing problems.
It remains unclear why service was restored at different times for different carriers.
Dispatchers working behind the scenes to keep residents safe
Despite the disruption, Palm Springs Police Acting Captain Mike Torres told News Channel 3 that the department did not experience any known missed emergency calls or delays in response.
“No. We were very fortunate that we didn’t have any issues because of the protocols and the procedures that we have in place and that our staff is already prepared for if these events do occur,” Torres said.
Hill explained that when dispatchers learn of a disruption, they immediately begin troubleshooting to determine which emergency communication systems remain operational.
That includes testing different cellphone carriers, checking text-to-911 capabilities and determining whether calls are being redirected to other emergency dispatch centers.
In some cases, calls intended for Palm Springs may be received by the Riverside County Sheriff’s Office or other agencies, which can then transfer them to the appropriate department.
Hill also described an emergency location system that can alert dispatchers to incoming 911 calls before they reach the center.
“We can actually look and see where the caller is calling from. We have the phone number. So we’ve been able to call those callers back to see whether they have an emergency or not,” Hill said.
But those backup systems can present challenges of their own.
Hill said certain fiber-optic disruptions have affected the department’s ability to make outgoing calls, forcing dispatchers to rely on backup cellphones or an alternate landline.
“We can receive calls into the center. We just can’t make outgoing phone calls,” Hill explained, describing problems the department has encountered during some disruptions.
The department also uses public notification systems to alert residents when emergency communications are affected.
Why do these 911 disruptions keep happening?
News Channel 3 has documented numerous emergency communication disruptions across the Coachella Valley in recent years.
For Hill, the frequency of these incidents has raised serious questions about the reliability of the telecommunications infrastructure that connects residents to emergency dispatchers.
She said her department began documenting the disruptions several years ago because they appeared to be happening so frequently.
“We have redundancy within our system,” Hill explained. “But what redundancy do these carriers have? It seems like there’s none. You cut a line and now things are disrupted.”
Hill says one of the biggest frustrations is the lack of detailed information dispatch centers receive from telecommunications providers when service is interrupted.
She explained that dispatchers often receive generic notifications informing them that repairs are underway, without learning exactly what went wrong or when the problem will be resolved.
Acting Captain Torres echoed those concerns, saying reaching the companies responsible for maintaining phone service can be difficult during overnight disruptions.
“We don’t have the luxury of being to call the 8 a.m. or in the morning when there’s a live person on,” Torres said, describing the challenges of contacting carriers outside regular business hours.
Torres said the department has established procedures to continue handling emergencies when service is disrupted, but acknowledged that communication technology must continue improving.
He described Palm Springs’ current backup systems as adequate while emphasizing the importance of adapting as technology changes.
For Hill, improvements must also include better communication between telecommunications companies, emergency dispatch centers and the public.
“I would think just better communication, better communication with us, better communication with the public, because we just want to know what’s going on and that a fix is coming,” Hill said.
Riverside County reviewing emergency notification procedures
In a statement to News Channel 3, Riverside County Sheriff’s Public Information Officer Lieutenant Deirdre Vickers said Sheriff’s Dispatch notified the Riverside County Emergency Management Department after learning about the October 22 disruption.
Both agencies shared social media notices advising residents about the problem and providing an alternate emergency phone number.
The county’s Emergency Management Department also initiated a countywide Wireless Emergency Alert to notify residents.
Vickers said neither the Sheriff’s Office nor Emergency Management was aware of any residents who were unable to reach emergency services or experienced delays. However, she recommended contacting individual police and fire departments for additional information.
County officials said they will review their response protocols and encouraged residents to register for Alert RivCo to receive emergency notifications through alternate methods.
What should residents do if they can’t reach 911?
Palm Springs Police say residents should still attempt to call 911 first during an emergency.
If the call does not connect, residents in Palm Springs can try texting 911 or calling the department’s alternate dispatch number at 760-327-1441.
Other communities have their own alternate numbers, which residents should keep accessible in case emergency calling services are disrupted.
Residents can also sign up for Riverside County emergency notifications at RivCoReady.org/AlertRivCo.
While local dispatchers have established backup procedures, Hill says broader improvements are needed to ensure emergency communications remain reliable when infrastructure is damaged.
“There definitely needs to be some redundancy because emergencies aren’t going to wait,” Hill said.
For the people answering those calls, the goal remains the same: making sure residents can reach help when they need it most.
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