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PHOENIX (3TV/CBS 5) – A just-completed internal investigation has found three violations in the moments leading up to the death of Phoenix 911 operator Pamela Cooper earlier this year.
The 48-year-old dispatcher had just returned to work in late February after five weeks at home recovering from COVID-19. On her fourth day back to work, she was assigned to work “mandatory hold over,” resulting in a 15-hour workday. She worked the longer shift, despite the fact that she made repeated complaints to her supervisor that she did not feel well. The following morning, she was taken to the hospital. She died six days later.
(“Mandatory hold over” is different from “mandatory overtime.” Mandatory overtime is scheduled in advance. Mandatory hold over is required when there are unexpected staffing shortages that day, according to the department.)
Cooper’s death prompted widespread media coverage, along with a variety of claims made by her family, co-workers, and union representatives. Her husband said he was convinced the City of Phoenix was to blame. “It was stupid, and it was unprofessional,” said Joel Cooper. “It showed how they care about employees – they don’t – and it cost me, my wife. I have to live with that for the rest of my life.” He has since filed a $35 million wrongful death notice of claim against the City of Phoenix.
According to the notice of claim, “Cooper explained… that she was feeling ill, that her oxygen level had significantly dropped… having trouble breathing.” The claim states that when she was told to work the extra hours, Cooper told the supervisor, “I might die, but O.K.” The supervisor’s alleged response: “Please don’t. Not on my watch.”
“There has to be repercussions for that,” said Joel Cooper at the time. “It cost someone their life for the simple fact they did not follow protocol and send them home because they weren’t feeling well. It’s ridiculous. It’s absolutely ridiculous, and there no excuse for it at all.”
The internal investigation found three policy violations in the department:
On February 26, 2021, Cooper informed her supervisor that if they mandated her to work overtime, she would go home in an ambulance.
The report does confirm Cooper was asked to work the additional hours, but there’s no evidence that shows she would be disciplined if she declined to do it. The investigation shows that the department did communicate with workers that they could decline “hold over hours” and would not be disciplined.
Additionally, the report states that Cooper had what is known in the Communications Bureau as a “free pass” that she could have used to be excused from the mandated holdover without question or repercussion. The report states did not request to use her free pass when assigned to stay.
As a result of the investigation, the department says it will make the following changes:
Issue corrective action to the Communications Supervisor that mandated the holdover, to whom Cooper reported symptoms of illness.
Develop a communication policy for the Communications Supervisors to assist them in sharing information, such as overtime exceptions and return-to-work issues.
Update the Police Department COVID Positive Worksheet to include directions for staff members who receive positive test results while at work. Those employees should be sent home immediately, and the worksheet completed later.
Dan Wilson with the City of Phoenix said: “Dispatch center employees work four days per week on 10 hour shifts. When minimum staffing needs are not met, employees may be required to work during their three days off or work extended hours. However at no time would this be required of an employee who is sick as employees who notify their supervisor of illness are instructed to return home.”
The Phoenix Police Department has been previously criticized for how it handles staffing shortages.
According to the new report, the department is continuing to work on solutions to staffing shortages. Prior to this incident, the department was already in the process of implementing changes to recruiting and staffing methods, to include higher pay for Police Communications Operators. The Police Department has also developed a plan to completely revise schedules to better accommodate operational needs and reduce mandatory overtime for staff by more than 84%.
https://www.azfamily.com/news/investigation-finds-3-policy-violations-linked-to-death-of-phoenix-911-dispatcher/article_4ab82118-fba8-11eb-a209-03cc3dc00158.html
