"911 St. Louis County. Location of your emergency?"
On the line is a hotel desk clerk. In a thick accent, she says a guest needs immediate medical attention. No, she doesn't know what the medical issue is. She only knows that the guest is a woman, she's in room 126 and needs an ambulance.
"Let me get the paramedics on the phone, do not hang up," says Kranz, a watch supervisor for the St. Louis County Police Department. He swivels in a towering leather office chair to face three computer monitors. In seconds, he hammers out a few keystrokes and routes the call through the fire department to reach emergency medical services, or EMS. As he listens to a paramedic question the hotel clerk, Kranz sends updates to a radio dispatcher sitting on the other side of this sprawling, cubicle-filled call center in the basement of county police headquarters in Clayton.
Barely one minute after taking the call, an officer confirms with Kranz that he's heading to the hotel to assist the paramedics. Kranz hangs up the phone.More »