A woman from Arlington, Texas was desperate to reach her daughter and grandchildren caught in the path of Hurricane Harvey; she could not contact them by phone and wanted to know if rescue could be sent to them.
She called emergency services for the Town of Beaumont – but was actually calling Beaumont, Alberta, not Beaumont, Texas.
That didn’t stop the operator who took her call from over 3,700 km away, who could have just said “sorry, you’ve called the wrong number.”
READ MORE: Operator says “it’s the Canadian way”
Shiva Shunmugam, the communications coordinator with the Town of Beaumont, AB, saw that the caller was describing how entire homes were underwater, and realized where the call was likely originating from. He knew the emergency services in Texas were likely overwhelmed, so her took her call, contacted fire officials in Texas on her behalf, and said he’ll be in touch with the woman until he knows the family is safe.