RCMP apologize for not responding to 9-1-1 call

Family members of Kerry Canepotatoe and Melissa Rabbitskin met at police headquarters in Regina on Sept. 16 to hear an apology for the way an operator handled a 9-1-1 call after the women and two children found themselves stranded on a side road by Big River last April.

The incident left Canepotatoe dead after she walked approximately 70 kilometers to seek help. Her cousin Rabbitskin—and Rabbitskin’s two children—remained in the car and were found four days later only after Canepotatoe’s body was located on the side of the road.
At the time they got stuck Rabbitskin made five calls to 9-1-1 to request help in the form of a tow truck, but one was never sent and the dispatcher neglected to respond to the request.

At the Regina meeting, police played the recordings of five calls Rabbitskin made to 9-1-1, revealing the exchange of words that occurred between Rabbitskin and the dispatcher.

In one of the calls, Rabbitskin asked if the dispatcher would be sending help, only to be told by him “to hang on” and ‘don’t be pushing it girl.” Rabbitskin said her cell phone battery was dying and repeatedly asked if the dispatcher would be sending help.

In another of her calls, Rabbitskin asked “can you guys please help us?” and the dispatcher replied by shouting in what sounded like an impatient tone “I told you to hang on, I’m trying to find you a tow truck.”

Rabbitskin responded “I have two kids with me here and I just want to get them home safe.”

The dispatcher then said “hang on til I’m ready for you,” and at this point it sounded like the dispatcher was writing down information. There was silence and the call was apparently cut off. It appeared that Rabbitskin was unable to call again because her cell phone battery died completely.

In the end, the dispatcher did not send the requested help.

“We did not live up to their expectations of the standards we have set for ourselves and for that we apologize,” said Chief Supt. Randy Beck of “F” Division Criminal Operations as he spoke to the families and media at the Regina headquarters.

Along with members of the Major Crime Unit from Saskatoon and the RCMP Aboriginal Policing section, Beck shared the results of an investigation into the matter. Beck said the employees working within the Division Operational Communication Centre(DOCC) are professional and compassionate people.

“(They) are dedicated to public safety and strive on a daily basis to perform their duties to the best of their ability,” he told those gathered at the meeting. “Our DOCC handles over a quarter million calls for service each year throughout every corner of the province of Saskatchewan,” he added.

The investigation into Canepotatoe’s sudden death and the circumstances surrounding it were initiated in accordance with Section 91.1 of the Saskatchewan Police Act. The findings will be submitted to the Minister of Justice and the Minister of Corrections, Public Safety & Policing and the RCMP will be presented with the findings.

A direct review by the RCMP found that the operator made an error when he did not dispatch the call made by Rabbitskin.  As a result, said Beck, the RCMP made a change to the policy regarding 9-1-1 calls in which DOCC supervisors will play a greater role in the dispatch of the calls while previously the call operator made the decision to dispatch the call or not.

“Whenever a 9-1-1 call is not dispatched,” stated a release. “There is now a requirement for a supervisor to review the action taken by the call taker.”

“With this procedure being implemented, I am confident that our process in handling these calls has been made even more stringent,” Beck said.

Beck also reported that the dispatcher was facing disciplinary measures, however, when asked by reporters what sort of discipline, he did not elaborate on the matter.