By Julia Ferrante
Tampa Tribune (Florida)
Copyright 2007 The Tribune Co. Publishes The Tampa Tribune
NEW PORT RICHEY, Fla. — Pasco County officials have taken the unusual step of appointing a communications officer to handle media and public queries about two 911 dispatch supervisors who failed to offer lifesaving advice to a man whose girlfriend was choking to death.
Overwhelmed by what seemed like nonstop calls and e-mail from local and national media, top officials late last week named acting public communications manager Eric Keaton as their spokesman on the issue. The county’s communications officers usually step in only during states of emergency, such as hurricanes.
“It just got crazy,” Pasco County Personnel Director Barbara De Simone said Tuesday. “That’s all we were doing all day long for several days.”
The spotlight fell on Pasco last week when officials released preliminary findings of an investigation into the March 24 call, in which Chris Cooper called 911 for help with his girlfriend, Nancy McGhee, 37, who was choking on a piece of steak.
Pasco emergency dispatcher Jennie Montanino answered the call, but she was untrained to instruct Cooper in the Heimlich maneuver, according to reports. Montanino asked for help three times before shift supervisor David Cook got on the phone — only after complaining about dealing with a “hysterical caller.” He instructed Cooper in the Heimlich, but it didn’t work. McGhee was dead when paramedics arrived five minutes later.
Lead communications officer Maureen Thomas also refused to get on the phone, fellow dispatchers said. Thomas resigned Monday in lieu of termination.
Cook, who others say joked after he found out McGhee was dead that she “bit off more than she could chew,” opted for early retirement March 25.
Pasco County Emergency Services Director Anthony Lopinto is recommending several policy changes. Among them is to provide Emergency Medical Dispatch training to new employees before they take calls.
Public’s Callers Frustrated
Keaton, 40, has been fielding dozens of calls from local and national media, including “Inside Edition,” and from the public, he said Tuesday.
A former TV personality and Army officer, Keaton’s primary duties include promoting Pasco as a tourist destination and overseeing the county’s cable TV station. He has a bachelor’s degree in mass communications from the University of South Florida.
Keaton, who has worked for the county since November, said he was asked to help after “Good Morning America” called county officials.
“I think any county wants to have a person that can represent them, especially when an unusual event has occurred,” Keaton said.
The calls from the public outnumbered media queries Tuesday, he said. Most did not have questions but wanted to express frustration that the dispatchers resigned and will receive compensation for sick time rather than getting fired.
County commissioners were urged by County Administrator John Gallagher and other top administrators to direct calls to Keaton, an unusual step for an outspoken board.
Commissioner Michael Cox said he was briefed last week about the incident and told to filter questions to Keaton.
Lawsuit Probable
“It’s pretty obvious there’s going to be some litigation, and first and foremost I want to protect the county,” Cox said. “What was laid out to me was that Eric would handle the media.” Cox said he is confident Lopinto is working to change procedures.
Commissioner Ted Schrader also said he has faith that Lopinto “will make all the changes that need to be made.”
“It certainly is an unfortunate incident,” Schrader said. “I don’t think it’s a reflection on the 911 system. The citizens are protected. If they call 911, they will get a response.”
Commission Chairwoman Ann Hildebrand received numerous e-mails from residents wanting county officials to withhold retirement benefits from the former dispatchers, she said. “Contrary to public opinion that we should strip them of their pension and retirement, that’s in the state’s purview,” Hildebrand said. “What is our call is that we address policies and procedures and make corrections where they need to be made.”