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Woman says she was put on hold, disconnected after calling 911

A call for help goes unanswered. A Baltimore woman says she was put on hold when she called 9-1-1 to report a fire Wednesday night. A member of city council says it's a problem that can't be tolerated. (WBFF)

BALTIMORE (WBFF) -- A call for help goes unanswered. A Baltimore woman says she was put on hold when she called 9-1-1 to report a fire Wednesday night. A member of city council says it's a problem that can't be tolerated.

Chief Samuel Johnson, a spokesman with the city's fire department, which oversees 9-1-1 says operators get up to 4,000 calls a day.

"We work very hard to make sure every call gets answered," said Johnson -- but when they don't, it's a problem.

Stephanie Hedglin says she was driving down East Baltimore Street last night, when she saw flames jumping from the roof of a 3-story row home. She called 9-1-1 for help, but like the fire, the answer to that call left her feeling uneasy. Hedglin says she was placed on hold, before being disconnected from the call. "It's 911, it's an emergency," said Hedglin, "Somebody's supposed to answer when you're calling that number. So, I was like, this is a big deal," said Hedglin.

Councilwoman Mary Pat Clarke and other council members have said they want to return the handling of 9-1-1 calls to the police department.

Clarke said the change would make police more accountable for its own response to 9-1-1 calls.

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