Two cases recently decided by New Jersey's Appellate Division addressed a statute which was previously thought to provide immunity to 911 operators engaged in the course of their employment. The Appellate Division in Massachi v. City of Newark Police Department and Wilson v. City of Jersey City held that 911 operators and dispatchers could be held liable for injuries sustained or proximately cause by their failure to adhere to established protocols and guidelines. In Massachi, a female student was abducted directly outside the Seton Hall University Campus in South Orange, New Jersey. Two of her friends immediately called 911 to report the abduction. The 911 operator failed to follow the appropriate departmental procedures and guidelines in that although she put the information into the 911 computer system, she failed to note the last known location of the abductor's car, failed to note that the car was in motion, failed to record the vehicle's path of travel and mis-identified the car as a Chevy Blazer as opposed to a Plymouth Blazer. Further, she failed to keep the person reporting the crime on the phone to enable to provide an update to the responding unit.

In addition to the above, two off-duty Essex County Sheriff's Officers also witnessed the abduction and also called 911. The 911 operator that they spoke with ran the license plate of the abductor's vehicle and printed out the name and address of the vehicle's owner. Unfortunately, he failed to issue a general alert to all police units in neighboring municipalities and also failed to contact the police in the municipality where the abductor resided. It was the plaintiff's decedent's claim that the girl who was abducted was ultimately murdered due to the fact that the police units could not properly respond as a result of the 911 dispatcher's failure to comply with guidelines.

Importantly, a New Jersey statute (N.J.S.A. 52:17C-10) provides various immunities to phone carriers and dispatchers concerning the failure of the 911 system. The Appellate Division under the two cases before it, specifically held that the above-referenced statute does not afford immunity to the 911 emergency communication center or its employees where they negligently render 911 services including dispatching police to an incorrect location, failing to keep the caller on the line to update the police of the location of the perpetrator and for failing to broadcast an alert to surround municipalities. Accordingly, although there is immunity for the failure of the system to work, there will be no immunity for 911 operators or dispatchers where they fail to follow protocol.

In the event you or a family member believes you have suffered injuries as a result of improper actions of a 911 operator, it is imperative that you seek the advice of a qualified personal injury attorney.