On August 8, 2016 Graham received an abandoned call from a 15 year old female. Graham tried to call her back but she refused to answer her cellphone to verify her condition. Graham then reached out to her by initiating a text session through the Smart911 platform. He was then able to coax a response from the young woman and began a line of communication to confirm her condition and ascertain if there was a weapon involved. Graham was able to check her condition and learned she had overdosed. Graham relayed this vital information to EMS who was on their way which allowed them to understand the situation they were entering and how best to save the young women.
“This is a great example of how Smart911 delivers more tools to ensure residents are getting the help they need.” Dispatcher Mark Graham, “Smart911Chat helped to make contact with this young woman. It also helped our responders to know what kind of medical attention she would need before they even arrived."
Since very little information is provided when a mobile phone dials 9-1-1, it can result in a longer response time or no response at all. Graham was awarded the SmartSave award because he utilized the Smart911Chat feature to overcome the limitations of the current 9-1-1 infrastructure and quickly provide help to a person in need.