The compassion of local first responders was on quiet display during a recent 911 call from a distraught daughter who didn’t know where else to turn.
Choking back sobs, the woman explained to the dispatcher that her father—who suffers from dementia—had become increasingly agitated and confused. He was yelling, refusing to calm down, and insisting he needed to “go home,” even though he was already there.
“I guess it’s not really an emergency,” the woman said through tears. “But he’s extremely agitated and yelling. He’s really gotten worse over the last couple of weeks.”
She told dispatch her father had called her 13 times in a single day, convinced he was somewhere else. Each time she tried to explain that he was home, it only escalated his frustration. When she arrived to help, he refused to leave with her—but warned that if she left him alone, he would walk off.
“I’m afraid he’s going to disappear somewhere and get hurt or hit by a car,” she said.
The woman told dispatch the family had already taken steps to protect him and others. His car keys had been removed, and when the dispatcher asked the standard safety question about weapons—a critical concern in dementia-related calls—the woman confirmed the family had already secured his rifle.
She explained her father was experiencing sundowning, a common and frightening symptom of dementia that causes confusion, agitation, and aggression later in the day.
Throughout the call, the dispatcher remained calm, patient, and reassuring, validating the woman’s fears while explaining that help would be sent.
“I will get somebody out there,” the dispatcher told her.
When It’s an Emergency — Even If It Doesn’t Feel Like One
Calls like this fall into a difficult gray area. There is often no crime, no immediate medical crisis, and no simple solution—yet the danger is real. A confused person walking away from home can quickly become injured, lost, or worse.
In these situations, first responders are limited in what they can do. Typically, EMS is dispatched to evaluate the patient, de-escalate the situation if possible, and transport the individual to the hospital for further assessment. While families often hope for a fix or a long-term solution, emergency services are designed to address immediate safety concerns—not ongoing care needs.
Still, for families overwhelmed by dementia, that calm voice on the other end of the phone can make all the difference.
A Reminder for Caregivers
Calls like this are a reminder that asking for help is not overreacting—and that emotional distress, confusion, and safety fears are legitimate emergencies.
They are also a reminder of the compassion shown every day by 911 dispatchers and first responders, who must balance protocol with humanity, often serving as the first source of reassurance for families facing heartbreaking situations.
Sometimes, the most important help they provide isn’t just sending a unit—it’s listening, believing, and staying calm when someone else can’t.