Message from Mayor Josh Losardo – July 24, 2026

Mayor Josh Losardo addressed the strain placed on 911 emergency communications during the severe storm on July 3rd, clarifying what occurred and providing guidance for residents going forward.

The 911 system serving Scotch Plains is operated by the Union County Regional Communications Center, not the Township. On July 3rd, the system experienced an overwhelming surge in call volume rather than a technology failure.

Union County typically handles approximately 50 calls per hour. Between 7 p.m. and midnight that Friday, the county received 2,855 calls—more than 11 hours' worth of normal volume each hour for five consecutive hours. Thousands of people across Union County were experiencing or believed they were experiencing emergencies simultaneously.

Firefighters, police, and EMS personnel were staffed and ready throughout the storm. The delay was not in emergency response but in call intake and dispatch. Emergency responders can only be deployed once a 911 call is received and entered into the system.

Mayor Losardo and Deputy Fire Chief Skip Paul provided specific guidance for residents going forward. Call 911 for any immediate threat to life, safety, or property—fire, medical emergencies, crashes with injuries, gas leaks, downed wires, or flooding entrapment. If uncertain whether something is an emergency, call anyway. Dispatchers would rather rule it out than have residents hesitate.

For non-emergencies, use PSE&G to report power outages or restoration timing. Use municipal non-emergency lines for storm damage that is not an immediate hazard. This keeps 911 available for true emergencies.

If a 911 call rings continuously, stay on the line. Hanging up and calling back adds new calls to the queue. During the storm surge, one emergency generated five separate contacts before reaching a dispatcher, each counted as separate calls. If a call disconnects, call back immediately.

Scotch Plains is now working with Union County to identify lessons learned from the event and improve 911 coordination during future emergencies.

For government news and municipal updates in Scotch Plains, visit Union County Life.

FAQ

Q: What caused the 911 system delay on July 3rd?
A: An overwhelming surge in call volume overwhelmed the Union County Regional Communications Center. Between 7 p.m. and midnight, the county received 2,855 calls—more than 11 hours' worth of normal volume in just five hours. It was not a technology failure but a volume problem.

Q: Who operates Scotch Plains 911?
A: The Union County Regional Communications Center operates 911 dispatch for Scotch Plains. The Township does not run the system itself.

Q: Were firefighters, police, and EMS ready to respond during the storm?
A: Yes. All emergency personnel were staffed and ready. The delay was in the 911 call intake and dispatch process, not in the emergency response times themselves. Responders can only be deployed once a call is received and entered into the system.

Q: When should I call 911?
A: Call 911 for any immediate threat to life, safety, or property—fire, medical emergencies, crashes with injuries, gas leaks, downed wires, or flooding entrapment. If you are unsure, call anyway. Dispatchers prefer to rule out false emergencies than have residents hesitate.

Q: What should I not call 911 for?
A: Do not call 911 for power outages (call PSE&G) or storm damage that is not an immediate hazard (call your municipality's non-emergency line). These non-emergency calls can overload the system when it is already strained.

Q: What should I do if my 911 call keeps ringing without connecting?
A: Stay on the line. Do not hang up and call back, as each call adds to the queue. During the July 3rd surge, one emergency generated five separate contacts before reaching a dispatcher. If your call disconnects, call back immediately once.

Q: Is the 911 system better prepared for future emergencies?
A: Scotch Plains is working with Union County to identify lessons learned from the July 3rd event. The Township is committed to improving 911 coordination during future emergencies.