A Euclid family says they were left on their own for hours after an elderly relative fell, despite repeatedly calling 911 for help during severe weather. They say they were told emergency crews were tied up on working house fires, and that a squad initially assigned for a simple lift assist never made it to the home.
According to 19 News, the first 911 call came around 3:30 p.m. on Sunday, with a second call placed roughly an hour later. Audio obtained by the outlet captures dispatchers saying the fire department was dealing with two working house fires. A later, third call again referenced the earlier fall. The family says they subsequently heard radio traffic suggesting crews had been diverted, and that dispatch confirmed the squad assigned to the lift assist was redirected and never responded.
Monica Surgeon, whose 80-year-old mother made the initial call, told 19 News her 68-year-old aunt was not physically injured but is shaken and still wants answers about why help never arrived. “How could this happen? Who is going to pay for this?” The surgeon asked, explaining that after hours of waiting, she and her daughter finally went to the home themselves to help. The episode has the family demanding a clearer explanation of how calls are prioritized when several emergencies hit at once.
How Regional Dispatch Handles Calls And Records
Chagrin Valley Dispatch describes itself as the regional communications center for dozens of municipalities, and says its dispatchers are trained in emergency medical dispatch and NIMS protocols, according to the agency’s website. The center’s public records portal notes that 911 calls, non-emergency calls, and radio traffic are retained for only five months. That relatively short window can complicate efforts by families to obtain audio or radio logs unless record requests are filed quickly.
Legal Backdrop And Past Scrutiny
Several Chagrin Valley employees were named in litigation tied to the 2024 killing of Euclid police officer Jacob Derbin. The Derbin estate’s complaint alleges that dispatch omitted critical details when officers were sent to the prior call, according to reporting by Spectrum News. The high-profile lawsuit has added scrutiny to how regional dispatch centers relay information during complex or overlapping emergencies.
What The Family Says It Will Pursue
Surgeon says her family intends to keep pushing for answers, and may seek recordings or other records to pin down the timeline and decisions that left them waiting for help that never came. With audio and radio traffic typically preserved for only a few months, advocates say quick public records requests are essential for anyone hoping to review what dispatchers and first responders were told in the middle of an emergency.
