The RCMP apologized Thursday for "a mistake" in the way a civilian operator handled a 911 call from stranded Saskatchewan motorists – one of whom later died trying to get help.
"We did not live up to their expectations or the standards we have set for ourselves and for that we apologize," Chief Supt. Randy Beck, officer in charge of criminal operations for "F" Division, told reporters.
Kerry Canepotatoe was found dead on a highway near Big River, about 565 kilometres northwest of Regina, on April 12 – four days after a 911 call failed to bring timely help. Canepotatoe died of exposure after walking 60 to 70 kilometres, and her relatives – Melissa Rabbitskin and Rabbitskin’s two young sons – were left stranded in a car on a quiet northern road for a week without food or water. They were found alive several days after Canepotatoe’s body was found and a search was launched.
Rabbitskin had made three calls to 911, but two didn’t connect. The third went to a dispatch centre in Prince Albert, Sask., and was transferred to the RCMP’s main communications centre as a request for a tow truck before the connection was lost.
In revealing details of its review into the incident, Beck said an error was made by the RCMP call centre operator in not dispatching the call. Beck said the operator had been working on trying to get a tow truck to the vehicle, which was stuck in a slough, but reception was poor and the call was eventually lost.
"The very next moment that this call was dropped, where the cellphone coverage was lost, the next call came in which was a robbery," Beck added.
"His attention was diverted to dealing with the caller on that robbery and (he) subsequently erred in not dispatching. It was a simple human error.
"We feel terrible. The operator feels terrible, and our operational communications staff as well share that same feeling."
The error led to changes – implemented earlier this month – in the way 911 calls are handled. Supervisors must now review each occasion where a 911 call isn’t dispatched, something previously left up to the call-taker.
"We’ve enhanced it by a safety net to say, ‘Every one of those calls before dropping has got to go to – or at least the database record – has got to go to a supervisor to have a second look at that call,’ " Beck said.
"While this enhancement to our 911 system will not change the tragic outcome of the events from April of this year, we are confident that the changes we have made will reduce the likelihood of a similar event occurring in the future. I want to stress and assure the public the 911 system in Saskatchewan is a safe and effective service. It can and must be trusted in times of emergency."
While the call centre is busy – it receives 250,000 calls per year – Beck said the RCMP has determined staffing levels didn’t contribute to the error.
Between six and 12 civilian RCMP employees staff the call centre at any given time.
Beck wouldn’t comment on whether the tragic outcome might have been different had the operator dispatched the call as he should have.
An independent reviewer from the Saskatoon Police Service reviewed the investigation and will submit findings to the ministers of Justice and Corrections, Public Safety and Policing. RCMP officials will be advised of the results of that review. It wasn’t immediately known when it might be complete.
Meanwhile, the operator involved remains employed full-time by the RCMP within the 911 communications centre. Beck said the man, who has 33 years experience, has never before had an error on his record. Even so, Beck said "the matter is with our discipline services right now." He wouldn’t comment on what stage the discipline process is at.
Beck was also questioned about the call-taker’s sometimes-abrupt tone with Rabbitskin.
At one point, when Rabbitskin said, "Hello?" while apparently trying to determine if the operator was still there, he responded, "Yeah, just hang on here . . . don’t be pushing it girl."
Later, Rabbitskin asked, "Can you guys please help us?"
"I told you to hang on, I’m trying to find a tow truck," the operator replied.
"I have two kids with me here and I just want to get them home safe," Rabbitskin said.
Beck wouldn’t comment directly on the operator’s tone, but said "each call is different, and needs to be handled differently based on the circumstance of the call."
He said some calls require "direct, focused communication" to get to the bottom of the complaint while others call for a more compassionate tone.
Peter Abrametz Sr., the lawyer representing Rabbitskin and Canepotatoe’s parents, said the families met with RCMP in Prince Albert on Wednesday to review the report in advance of its public release – and to listen to 911 audio of Rabbitskin’s calls from her stranded vehicle.
"It was a tragedy that unfolded again for them as the tapes played,"
Abrametz said. "It was a difficult and trying moment in terms of bringing back to them, front and centre, the enormity of the disaster and how their child lost her life."
The family does not at this time wish to speak about the report, he added.
"The whole ordeal of listening through the tapes was rather traumatic for them," Abrametz said.
About 30 people – friends and family of Rabbitskin and Canepotatoe – met with RCMP on Wednesday. Those in attendance appeared to accept the RCMP’s explanation for failing to help the stranded travellers, Abrametz said.
"The family wanted to know what happened and . . . the family wasn’t looking to find blame with anyone, because of course the tragedy has happened and can’t be rolled back," Abrametz said. "They were looking for an honest explanation of what happened, and they got that and the additional assurance that changes have been made to prevent similar tragedies."
RCMP described for the family how the dispatch system works and how calls are handled, Abrametz said. "The RCMP were very frank and very forthright, and in that way it was a good briefing," Abrametz said. "On the positive side, there were weaknesses of the dispatch system discussed and steps have been taken to strengthen that system to ensure something like this does not happen again."
In April, Rabbitskin was considering a lawsuit against the RCMP. Abrametz and his clients agreed to meet again in October to discuss possible legal action.
"There may be litigation and there may not be," he said.
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