After a four-hour call, the woman finally asked a Chicago police officer to report the car theft.

After a four-hour call, the woman finally asked a Chicago police officer to report the car theft.


Kiamadoil was checked when her Nissan Rogue sports utility vehicle was stolen outside her mother’s Far Southside home.

But what really offended her was that she couldn’t get a police officer in the city’s alternative response section when she called the city’s non-emergency 311 call center. To Get a police report.

According to city records and her own phone log, Doyle made 20 calls, a total of four hours, and was repeatedly hung up by city employees.

Finally, she intervened in the emergency 911 operator and asked the supervisor to contact the police officer who received her report, but not before the 911 operator also hung up four times.

“I didn’t like how I was treated,” Doyle says.

The city’s 311 Center, operated by the City’s Emergency Management Communications Department, is the first contact for anyone trying to call the police by phone.

According to city officials, callers can have 311 operators forward to an alternative response section operated by police and stationed by police officers. Alternatively, press number 7 to transfer automatically.

However, just contacting the 311 operator in the first place can take a long time. In the months of this year, callers have experienced a long delay in reaching the 311 system.

February was the worst. That month, people made more than 238,000 calls to the 311 Center. These calls took an average of 3 minutes and 21 seconds to answer. About 20% of callers gave up trying. Only 41% were able to contact the operator within 41 seconds, the agency’s own standard.

In March, it took an average of about 3 minutes for the 311 Center to answer the call.

The city does not provide performance figures for alternative-capable sections.

Performance measurement of 311 centers this year.
Chicago city

Doyle, 41, says a former Chicago sergeant, former husband, gave hints on how to work on submitting and obtaining police reports. It didn’t help.

Her problem in obtaining police reports arose after the SUV was stolen in late March. Her 81-year-old mother returned to Chicago from a visit with Doyle in Phoenix, where she currently lives. I noticed that my daughter’s car wasn’t parked on the street near my home on 12300 blocks on South Indiana Avenue.

According to city records, two other cars were stolen this year within two blocks of Doyle’s mother’s house. No one has been arrested, but this is not uncommon. Of the more than 9,100 vehicles stolen in Chicago between January and mid-May, less than 4% were arrested.

So Doyle realized that he would never see an SUV at a distance of 41,000 miles and that no one was likely to be arrested. But she needed a police report from the insurance company.

12300 blocks on South Indiana Avenue where a Kiamadoil sport utility vehicle was stolen from the street.
Google map

She asked her mother to go to the District 5 Police Station to report the stolen car. However, she was told she could not submit a report because she does not own an SUV. So, on March 31, Doyle tried to submit a police report by phone from Arizona. That was her first call to 311.

Chicago’s 311 Center was founded over 20 years ago to allow 911 operators to focus on life-threatening calls. Until then, about 20% of 911 calls in Chicago were non-emergency.

The 311 Center receives millions of calls annually from people reporting all sorts of problems, including graffiti that needs to be removed, noisy planes overhead, street lights that are off, and holes that need to be filled. I am.

Anyone who calls for a non-urgent police report will be transferred to an alternative response section with approximately 220 Chicago police officers for “permanent light work” for medical reasons. ..

According to Doyle’s cell phone records, she was before the city officials finally confirmed that the police report had been submitted to the police “hot desk” that kept the stolen vehicle information. Spent more than 4 hours on the phone.

The person she first spoke to — — It’s unclear if it’s a 311 operator or a policeman — — Asked if her boyfriend might have had her car, Doyle says. Insulted by the question, she asks her boss to talk and says she hangs up. She keeps calling 311 and says she hung up 16 more times.

311 Operation and Alternate Response section is 2111W. The building headquartered in Lexington St.

311 Operation and Alternate Response section is 2111W. The building headquartered in Lexington St.
Ashley Resin Garcia / Sun Times

She says she reached the board at Her license plate sticker has expired and she needs to go to the police station, get a quote for the breach, pay a ticket, buy a new sticker and then call back about the stolen vehicle. Alternate response section told to.

Doyle says the policeman hung up and hung up, saying, “Tell me what to do.”

She says she called 311 three more times, hung up each time, and then tried 911.

According to the recorded phone that the Chicago Sun-Times got from the city hall, the 911 operator told Doyle, “You are my seventh phone about this,” and others would reach the alternative response section. He said he was having a hard time.

The 911 operator tried to call the 311 center himself for help. But she was also crazy about it.

The operator received information about Doyle’s name and the missing SUV and said he wanted to inform his boss.

“He’ll call over there and contact his boss for you, and you’ll get your boss to call you, so you can take your report,” said the 911 operator. I told her.

When the supervisor answered the phone, the 911 operator said, “I was on the phone with her and hung up four times.”

Doyle then said to the 911 operator, “Thank you for your efforts.”

“No problem,” said the operator. “I hope you have a better day.”

The 911 supervisor contacted Doyle to get her information and told her that 311 would contact her. Approximately 45 minutes later, the Chicago Police Department in the Alternative Response section filled out the report, Doyle says.

She says 911 usually doesn’t handle calls about stolen cars, but the 911 supervisor followed up and said, “I’ll make sure everything is done. This will be resolved today.” It states.

About an hour later, Doyle said someone at the 911 Center called and confirmed that the report had been submitted.

She says she reported to her insurance company that she paid off her remaining debt on her mortgage for an SUV.

Doyle says he called the city’s police department and filed a complaint. A COPA spokesman said Doyle’s complaint was referred to the police’s Interior Department. The investigation was completed without disciplinary action.

The Sun Times asked police officials: Does this woman’s experience show how people are treated when they try to file a crime report over the phone?

The police replied: “Chicago Police Department members are expected to act professionally and treat all individuals fairly and respectfully. Residents are also not urgently reported online or at CPD’s 22 district stations. Remember that you can submit. “

When asked about the delay in picking up police reports over the phone, police blamed the “COVID-19 pandemic” and said the alternative response section was “temporarily relocated to an education and training academy facility.” It was.Relocation and technical restrictions reduced the number of calls to ARS [was] You can take it all at once. “

But they say it returned to their home on West Lexington Street on April 19.

According to the Office of Emergency Management and Communications, 311 call volume increased by nearly 30% in the first three months of 2021 in 2020. This was because he was answering calls about coronavirus testing and vaccine-related questions. Due to the prolonged severe cold and snowfall in January and February, residents demanded snow removal, information on the Warming Center, no heat complaints, and health checks. ”

City officials did not provide information on call volume in the Alternate Answers section.

After a four-hour call, the woman finally asked a Chicago police officer to report the car theft.

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