Pleas to 911 for aid ignored
As a woman chokes to death, a supervisor in Pasco refuses to offer help, records say.
By Camille C. Spencer
Published April 11, 2007


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NEW PORT RICHEY - The call came in to Pasco's 911 center at 9:14 p.m. March 24.

Jennie Montanino, dispatcher: 911, what is your emergency?

Chris Cooper: My girlfriend's choking.

Cooper didn't know how to do the Heimlich maneuver. Montanino, who is not yet certified in emergency medical dispatch, was not qualified to talk him through it.

Montanino asked three times for a trained dispatcher to help, according to Pasco County records released Tuesday. Several co-workers heard dispatch supervisor David Cook respond:

"I am not getting on with a hysterical caller."

Seven minutes after the distraught boyfriend first called 911, Cook picked up the line and talked Cooper through the Heimlich maneuver. It didn't work.

Paramedics arrived a few minutes later. Nancy McGhee, 37, was dead.

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McGhee had choked on a piece of steak at Cooper's home in Land O'Lakes.

According to county documents, while Cooper begged for help and Montanino was asking for assistance, Cook was on the phone joking with someone from the Sheriff's Office.

Montanino "yelled out for emergency medical dispatch and no one responded," co-worker Judie Faille wrote. Montanino "repeatedly threw her arms up in the air in frustration."

Pasco County has 29 dispatchers and supervisors. Only 18 have certification in emergency medical dispatch, or EMD. The state doesn't require all dispatchers to have EMD training. Local requirements vary from one county to the next.

Pasco's other 11 dispatchers, including Montanino, will be certified after completing a course that ends April 27. In the meantime, when a 911 call requires that level of assistance, they are supposed to ask for help from someone with the training.

According to written employee accounts, Montanino asked for help three times. One of her co-workers, Dan Dede, echoed her calls for help twice.

According to a letter Montanino wrote about the incident, lead communications officer Maureen Thomas said, "I am not getting on."

Thomas' written response: "I do not remember being asked to do (emergency medical dispatch) or saying that I would not get on the phone."

But several co-workers distinctly remember Cook, the dispatch supervisor, declining to help because he didn't want to deal with a "hysterical" caller.

Eventually, Cook got on the phone and explained the Heimlich maneuver, which can help dislodge items from a choking victim's windpipe. Cooper put down the phone to try it.

"He left the freakin' phone," Cook muttered, according to the 911 tape.

When that didn't work, Cook passed the caller back to Montanino. Several dispatchers said Cook slammed the phone on his desk and said, "I'm over this already."

Cooper was sobbing as McGhee died, frustrated that nothing he did was working, and help wasn't coming fast enough.

The ambulance came 11 minutes after Cooper called 911. The closest units were fighting a house fire, according to county records, so responders had to come over from another district.

John Fatolitis, a shift supervisor who later reviewed the 911 tape, urged his bosses to investigate.

"Since our training program puts call takers live without EMD training," he wrote, "it's up to supervisors and (lead communications officers) to monitor these employees and give priority assistance when needed and requested.

"Could we have made a difference? We will probably never know."

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Pasco officials began investigating the day after McGhee's death. Cook was placed on paid leave. Then, before officials concluded their investigation last week, Cook, 58, announced he would take an early retirement.

He didn't return calls Tuesday for comments.

His 18-year tenure with county dispatch has been a mixed bag, according to his personnel file.

He received mostly positive performance evaluations, although a 1993 evaluation said he "can sometimes be short with public and field (personnel)" and has "little patience with stupidity." He was promoted to supervisor in 1996, only to be demoted a few months later without any explanation in the file.

He was promoted back to supervisor in 2003. Earlier last month, however, he received a verbal warning for falling asleep twice during a shift.

Thomas, the lead communications officer, has been on sick leave since April 4. Officials are also looking into her role in the March 24 call, human resources director Barbara DeSimone said.

DeSimone said Montanino did everything she could.

Dispatchers, who work 12-hour shifts, routinely deal with the stressful task of handling other people's crises, said Scott McDermid, deputy chief of the state's Emergency Medical Services.

"That is a very, very difficult job to have," he said. "Some people are good at it, and some people aren't."

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McGhee's family has not yet heard the tape, but they wonder whether anything more could have been done to save her life.

"It sounds to me that somebody dropped the ball here," said McGhee's older brother Richard, 38, of Mount Vernon, Ill. "They shouldn't have lost their patience."

After paramedics arrived at Cooper's home, word reached dispatch that McGhee had died.

According to written accounts from several coworkers, Cook responded:

"She must have bitten off more than she can chew."

Camille C. Spencer can be reached at (727) 869-6229 or cspencer@sptimes.com.

[Last modified April 11, 2007, 07:43:28]



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Comments on this article by kerrie 04/13/07 08:03 AM
Well, THIS ought to make people feel all comfy and secure! Pasco had TWO cold, calloused supervisors working 911? Perhaps the PTB ought to consider a nice long series of supervisor in-service. Looks as if ANYTHING would be an improvement.
by Karen 04/13/07 07:34 AM
If this is an accurate portrayal of the events, then in our society you can be tried for negligence. Personally, I think he should be tried for involuntary manslaughter.
by Mel 04/13/07 07:03 AM
If these events happened as stated, it is appaling. Mr. Cook should be let go immediately, no retirement & Thomas given proper training. But, according to the reply from "Kelly" I ask, "So, what really happened? What is the other side to the story?"
by Siomara 04/13/07 06:21 AM
How can he sleep at night? Why was he a supervisor? What was he thinking? He was very insensitive. He needs to pay for what happened adn also give a public apology. If he did not like his job he should have quit a long time ago.
by Brian EMT-P 04/13/07 03:16 AM
Cook should be fired. He did nothing to help this pt or the family. They got rid of Imus, and he didn't kill anyone
by David 04/13/07 01:59 AM
What can I say that hasnt been said already? Training for ALL dispatch employees, and FIRE Cook, no retirement pension, and charges of involuntary manslaughter. He knew full well his actions COULD result in a death.
by Cheryl 04/12/07 06:57 PM
That SOB Cook should go to jail then to Hell
by Fred 04/12/07 06:43 PM
Why is someone who answers 911 medical, not EMD cert? Total of approx 15 mins. from the Icall to ALS being on scene. This is why the fire departments should not transport. County operated EMS service would of been there for Nacy in under 8 mins.
by Jesse 04/12/07 03:46 PM
What in the name of creation was this person doing handling 911 calls? They're unfit to work at a fast food place. Make certification required, and then you won't have idiots like this in place. I hope other people who call get good assistance.
by Jenny 04/12/07 03:17 PM
It's unfortunate that it takes an event like this to get people thinking. 911 operators are expected to work overtime, at short notice, 24/7 no matter the weather, handle bad news calls all day & still function afterwards. Takes a toll eventually.
by Kelly 04/12/07 11:52 AM
If I read this and didn't know someone involved I'd be apalled..but I know someone involved in this, and i just want to say you can't believe all you read...2 sides to every story....
by Aida 04/12/07 10:08 AM
I agree with all the comments about Cook's punishment, but I also believe that NO ONE should be taking those calls that are not CERTIFIED! God forbid had it been one of my family members I would have choked Cook to death myself...
by Saddenedbutnot surprised 04/12/07 09:31 AM
Providing Emergency Medical Dispatch (EMD)instructions is a standard of care throughout Florida and the United States. As far as I am aware, Pasco does not utilize any EMD protocol. This situation has been a matter of when it happens, not if....
by Chrissy 04/12/07 09:00 AM
Im Nancy Mcghee's daughter and I think he should pay for what he did to my mother! Ive forgivin' him but he needs to pay. Now my brother's and sister have no mother to grow up with! I'll be fine I know she's in a good place! I LOVE MY MOM!! RIP MOMMY
by Pam 04/12/07 08:02 AM
Unbelievable! This guy (Cook) needs to be punished-severely. Early retirement is not a punishment! I hope he gets his someday!
by Annonymous 04/12/07 07:57 AM
It is easy to catch the attention of the public with negative and shocking news. Please do not forget the thousands of lives that are saved each year by proper medical dispatching. Try a positive follow up story of a life being saved. There are many.
by Linda 04/12/07 06:49 AM
Take Cook's pension away, reverse his retirement to firing, bring him up on charges of homicide, and subject him to humiliating community service for the duration of his life - which isn't worth very much!!
by Annonymous 04/12/07 06:45 AM
As a Communications Supervisor in a 9-1-1 center (different agency) I totally agree that both Cook and Thomas should be fired and that any pension or other monies owed to them should go towards training and to the family of the victim.
by Annonymous 04/12/07 05:58 AM
I hope our citizens realize that there are personnel that can handle these situations and really do care about the people in our Community. This is a very stressful position and it is a shame that you only hear about the mistakes and never the good.
by PAT 04/12/07 01:07 AM
WOW THAT GUY WAS COLD, REMINDS ME OF THAT GUY RUSTY! HE TOOK EARLY RETIREMENT TOO!!
by Ted 04/11/07 10:06 PM
There is no way David Cook should be allowed to receive any kind of a pension and Maureen Thomas needs to be fired.
by Gary 04/11/07 07:55 PM
He should be charged with manslaughter. His pension revoked.
by Nettie 04/11/07 07:53 PM
I can't believe this Mr. Cook..how can he live with himself!! I believe he should be reprimanded for his actions and be fired. I know from my own experience with 911..my father died. Took them 2hrs to get there. The population 2,000. Makes you think.
by Jackie 04/11/07 05:56 PM
It seems like rewarding this insensitive JERK with early retirement is a slap in the face to taxpayers and the McGhee family and friends. Fire his lazy butt.
by Christine 04/11/07 04:42 PM
If Mr. Cook's nerves and frustration level were this frazzled he should have been on R and R. He neglected to perform his duty-He should be fired. No pension. After all, Ms. McGee won't reap any benifit from his actions-Why should he.
by Shawn 04/11/07 04:35 PM
The incompetent city officials who shuffled this moron around should be sued. The city failed this this couple, and should pay dearly. Maybe the good ol boys will think twice before sweeping glaring incompetence under the rug. Disgraceful!
by Sal 04/11/07 04:18 PM
In response to "Leanne", 911 is not a privlede at all it is an important emegency SERVICE that our taxes pay for. The idea that it is a privledge is ridiculous.
by Sal 04/11/07 04:13 PM
I think this is a travesty! Of course quicker action could have possibly saved this woman's life. Typical Florida incompetance!
by ll 04/11/07 04:01 PM
David Cook should be 'fired' w/o the benefit of collecting retirement. his actions were criminal, if not just callous. his job is to provide emergegency assistance at all times he is on duty -- his personal business be dammned!
by Teresa 04/11/07 03:31 PM
Yes Cook deserves to be punished but it is also a message that everybody needs to be trained in basic CPR. You can't depend on someone else especially if it takes them 11 minutes to respond to a call.
by Frank 04/11/07 03:15 PM
I HOPE MR.COOK DO NOT GET ANY PENSION...
by christina 04/11/07 03:08 PM
How can a emergency medical person answer a 911 call and can not assist the caller in an emergency? People get a job that you are qualified for like at your local super market or mortuary! Saving lives is sourious business.911 is for saving lives.
by Diane 04/11/07 02:19 PM
I don't feel any taxes should be used for this useless man's retirement. He basically murdered her by not helping. Can we say criminally liable? He didn't do his job when it was MOST important-put him in jail w/couey! He's no better!
by Jennifer 04/11/07 02:13 PM
This is such a tragedy that may have been prevented had Cook done his job. I feel Cook should be charged with either wrongful death or negligent homicide for his actions. He should definitely be held accountable for her death.
by Dale 04/11/07 02:05 PM
The county needs to terminate this man's employment immediately, so he's ineligible for the retirement. His actions reflect poorly on the county and the department. Oh yeah, I hope the boyfriend and her family all SUE


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