When Rickey Spivey Towner had a heart attack in his Coachella Valley home last September, his stepdaughter Megan Conner found him unconscious and called 911.
But there was a problem: The equipment used to answer 911 calls at the Desert Hot Springs Police Department malfunctioned and Conner couldn’t connect with a dispatcher for more than two minutes, according to dispatch records obtained by NBC Bay Area.
In a recording of one of Conner’s 911 calls, the dispatcher is immediately disconnected, and Conner is met by silence for 25 seconds until the dispatcher can get back on the line.
Towner did not survive. His family said he died of a heart attack.
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Ricky Spivey Towner’s death is the first documented fatality that may be linked to Cal OES’ problematic 911 upgrade.
Towner’s death may be the first documented fatality potentially linked to the state’s ongoing 911 system overhaul.
Newly obtained records under the California Public Records Act reveal the connection problems were linked to call processing equipment approved by the state as part of California’s troubled Next Generation 911 rollout, sold by a state contractor called NGA 911, and deployed by the Desert Hot Springs Police Department in 2023.
Police records reveal emergency dispatchers were unexpectedly logged out of their phone system as Conner called 911 to report her stepfather lying unresponsive on the floor.
Records obtained by NBC Bay Area show all of the dispatchers were logged out of their systems when the 911 call came in.
It’s unclear if Towner could have been saved had his stepdaughter been able to summon help faster, but records show a police dispatch manager sent a scathing email shortly after his death to NGA 911. She also copied top officials with the California Office of Emergency Services (Cal OES).
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“People’s lives are on the line and your failed system may have just cost this person their life,” the dispatch manager wrote on September 12, 2025. “I believe that your engineers are continuously making changes to our live environment which is affecting our user experience. Which again is unacceptable, especially when I had continuously asked you to stop.”
Desert Hot Springs dispatch manager’s email to NGA 911 and Cal OES shortly after Towner’s death.
Records from the police department lay out the details of what went wrong and show Conner had to call 911 three times that morning before she was finally able to relay any information to a dispatcher. It took nearly two-and-a-half minutes.
The national standard calls for 90% of 911 calls to be answered within 15 seconds.
The equipment that failed is called call processing equipment (CPE) and it was purchased by Desert Hot Springs police after Cal OES suspended new sales of existing call processing equipment and began pushing dispatch centers toward cloud-based systems designed for the state’s Next Generation 911 network.
State officials say the Next Generation 911 project is a critical upgrade to California’s antiquated 911 system and will improve emergency response.
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After a series of reports by NBC Bay Area’s Investigative Unit, however, the overhaul has faced mounting scrutiny from lawmakers over delays, technical problems and a rising price tag exceeding $450 million.
WATCH NBC BAY AREA’S INVESTIGATIONS CA 911: TOO BIG TO FAIL
Like most emergency dispatch centers across California, Desert Hot Springs has not switched over to the new Next Gen 911 network. However, it was among the first to use the new cloud-based CPE that Cal OES promoted after suspending sales of legacy call processing equipment that failed to meet Next Generation 911 standards.
NGA 911’s equipment had passed state lab testing conducted by Cal OES and was among a handful of vendors approved to sell the new cloud-based CPE when Desert Hot Springs purchased its equipment.
While Cal OES, NGA 911, and Desert Hot Springs police were discussing the equipment failure during Conner’s 911 call, the family says they were left in the dark. They say nobody had told them about what happened until they were recently contacted by NBC Bay Area.
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“Why didn’t I know any of this,” said Lakisha Romero, Towner’s daughter. “My dad has been talked about around the state and I had no clue what was going on.”
Lakisha Romero (left) and Megan Conner (right).
A timeline of “major events and challenges” in the state’s implementation of Next Gen 911 that has since been posted on Cal OES’ website shows the CPE purchased by Desert Hot Springs had been plagued by persistent problems since it was first deployed more than two years before Towner’s death.
“911 calls that were disconnected before being answered by the [911 center] are not displaying for dispatchers,” the Cal OES timeline states. “A workaround was immediately implemented that required dispatchers to use third party technology. NGA 911, LLC is notified of the problem and indicates it is working on a solution.”
About a year later, the Wasco Police Department also purchased NGA 911 call processing equipment and experienced “the same problems as [Desert Hot Springs],” according to Cal OES.
By May 2025, police in Desert Hot Springs and Wasco had opened roughly 300 trouble tickets concerning issues with NGA 911’s CPE, including 17 of “critical importance” and 99 of “high importance.” Two months later, both departments canceled their CPE orders with NGA 911.
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In a statement, the Desert Hot Springs Police Department said it “worked collaboratively with NGA and Cal OES regarding operational and technical concerns that arose during implementation and operation.”
Cal OES said it took “immediate steps” to help both departments swap out the problematic CPE with equipment from a new vendor, but the process took months to complete and had not occurred before Towner died.
Three weeks after his death, Cal OES said it removed NGA 911 from the approved CPE vendor list and the agency eventually cancelled the company’s CPE contract in March of this year.
Cal OES declined an on-camera interview request but said in an email the agency is committed to oversight and accountability of its contractors.
NGA has not responded to NBC Bay Area’s repeated requests for comment regarding Towner’s death and the equipment failure in Desert Hot Springs. It has posted this timeline on its website explaining its project record in California.
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California’s Next Generation 911 project is years behind schedule, but state officials say there’s a new plan in place to get the project moving forward again and hope to have the Los Angeles region hooked up to the network in time for the 2028 Olympics.
The state agency recently requested another $142 million to meet that goal, which would be paid for by an additional 13 cent surcharge on the phone bill of Californians.
As the state moves forward with Next Generation 911 and upgraded call processing equipment that 911 centers desperately need, Towner’s family continues to seek answers.
Romero visited the Desert Hot Springs Police Department in May to get some clarity about what happened in her father’s case but said she was disappointed by the response.
Lakisha Romero is still searching for answers about what went wrong.
“I went asking for answers and nobody wanted to tell me anything,” Romero said.
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In a statement, the department said it’s “committed to transparency and reliable emergency response services.”
Towner’s family said nobody has contacted them about the long history of problems associated with the 911 equipment and questioned why it wasn’t removed a long time ago.
“Why should it take someone dying for them to do that,” Romero asked.
Candice Nguyen is the reporter on this story. If you have a comment or a question, email her at candice.nguyen@nbcuni.com.
HUMBOLDT, Calif. — As Northern California’s recreational salmon season ramps up, the U.S. Coast Guard says they are increasing patrols to help keep anglers safe and ensure boaters are following federal and state safety regulations.
This marks the second recreational salmon season after several years of closures, bringing more boat traffic to the water as anglers head out in search of salmon. The Coast Guard says their focus during the busy season will be less about fishing violations and more about making sure boaters are prepared before leaving the dock.
“The majority of the violations that we see on the wreck side from the Coast Guard standpoint typically are safety here,” said Lieutenant Junior Grade Amanda Bourgeois with the U.S. Coast Guard. “So, less living marine resources and more safety recreational. So you’re looking at like fire extinguishers, flares, personal flotation devices, that kind of thing.”
According to Humboldt Bay Surface Operations Chief Scott Bock, some of the biggest violations seen during Northern California’s salmon season involve missing required safety gear and paperwork.
“It is imperative that boaters carry the required safety equipment per state and federal law,” Bock said in an emailed statement. “As a reminder, children under 13 are required to wear a lifejacket all times, above decks, on a moving vessel.”
Bock said officers also regularly encounter boaters without vessel documentation and registration paperwork onboard.
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“It is also important that boaters carry their vessel’s documentation and registration paperwork onboard, similar to what you carry in your vehicle,” Bock said. “Last year, we saw numerous boats that did not have that paperwork onboard.”
The Coast Guard says the most common citations involve not carrying required safety equipment for the size of the vessel or the number of people onboard.
“Not carrying the required safety equipment, including lifejackets, fire extinguishers, and flares for the size of vessel and number of people onboard,” Bock said.
Bourgeois said the Coast Guard often works alongside California Department of Fish and Wildlife during enforcement operations, particularly when it comes to fishing regulations and living marine resource violations.
As for catch limits, Bock said the current recreational limit remains two salmon per person per day with a minimum size requirement of 20 inches. However, he said anglers should continue checking with California Fish and Wildlife throughout the season, as regulations can change.
While California Fish and Wildlife manages state waters within three nautical miles of shore, Bock said federal regulations take over farther offshore, though recreational limits currently mirror state rules.
Before heading out, Coast Guard officials are also encouraging boaters to check weather and ocean conditions, follow safety regulations and make smart decisions on the water.
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“Our pitch in the Coast Guard is always please be safe, follow the recreational and commercial safety regulations, be smart about being out there, check the weather, and as always follow all laws and regulations,” Bourgeois said.
A showdown between Xavier Becerra and Tom Steyer in the California governor’s race would have made climate policy one of the most talked-about issues through November.
Now, environmental advocates are preparing for their work to fade into the background.
Steyer, the billionaire climate activist who ran as a progressive, finished third in the primary behind Becerra and Republican Steve Hilton, the Trump-backed political commentator. His loss ended a campaign that spent millions on ads attacking Becerra for accepting oil industry money and promising to break up power companies.
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“I’m proud of the enemies we made,” Steyer said in a concession statement Tuesday, singling out energy corporations like Chevron and PG&E that infused millions in independent expenditure committees opposing him.
A pest that is considered a major threat to California’s vineyards and its $73-billion wine industry has been found on grapevines sold at Northern and Central California Costco stores between April 21 and May 21, according to authorities.
The glassy-winged sharpshooter, which was first identified and detected May 19 from grapevines sold at a wholesaler in Fresno, is a small invasive insect that can spread a strain of bacteria, Xylella fastidiosa, that kills grapevines by “clogging their water-conducting vessels (xylem).” The deadly plague is called Pierce’s disease. Several other strains of the bacteria exist and can infect other host plants, including citrus, stone fruits, almonds, oleander and some shade trees, according to the California Pierce’s Disease Control Program.
If the insect was left unchecked, the disease could cost the California wine industry $166 million annually, California Department of Food and Agriculture officials said in an email.
The insect can be identified by its flat triangular head, large eyes and clear wings. The head is brown to black and has several ivory to yellowish spots, which helps separate it from its native counterpart, the smoke-tree sharpshooter. The insect is often found on the stems of plants and grows up to about half-an-inch as fully grown adults, according to the University of California.
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“While many vines have been intercepted and destroyed, locating the thousands that may still be in customers’ hands remains our top priority,” said California Secretary of Agriculture Karen Ross in a press release. “Anyone who purchased these vines should contact their local agricultural commissioner immediately.”
California’s wine grape industry supports more than 422,000 jobs statewide, according to the CDFA.
The glassy-winged sharpshooter was first reported in California in the early 1990s and is native to the southeastern U.S. and northeastern Mexico. The insect was first identified as a threat in August 1999, when more than 300 acres of grapevines in Temecula were infested with the glassy-winged sharpshooter and Pierce’s disease and subsequently destroyed, the CDFA reported.
Overall, the disease has costs growers and government agencies about $110 million a year in losses and compliance costs, according to a March 2025 report titled The Costs of Pierce’s Disease in the California Grape and Wine Industry.
Up to 13,000 grapevine plants potentially infected by the bacteria have been sold across a total of 24 Northern and Central California counties, the CDFA said.
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“In addition to destroying infested stock still in Costco warehouses, CDFA is working with agricultural commissioners and conducting public outreach to locate vines sold to consumers across 24 counties, as well as neighboring at-risk counties,” CDFA authorities said in a press release.
“Officials are responding to public reports, conducting inspections and public outreach, and trapping near stores and locations where purchased vines were taken. They are also ensuring that potentially infested plants are safely contained and disposed of,” the press release said.
Costco has also been working with the CDFA to notify customers, issue refunds to those who purchased the grapevines and assisted in connecting them to local agricultural officials in the impacted counties “for inspection and disposal guidance,” the CDFA said in a notice about the pests.
Authorities are asking residents that purchased the grapevines in the impacted counties to follow strict guidelines, including to isolate the plant and wrap it in double trash bags and contact their county agricultural commissioner, authorities said.
