Overview

• Joaquín A. began his shift at 3 p.m. on October 29 and saw the call queue remain stuck at 150 lines without any drop throughout his eight-hour shift
• The center registered nearly 20,000 calls that day, with a sharp surge after the Poyo stream overflowed at 16:40
• Operators encountered hearing failures where victims either heard their own voice or experienced complete silence, forcing repeated redials
• Staffing was ramped up to as many as 50 emergency operators and complementary hours were activated after the scale of the flood was underestimated
• The investigation continues with further testimonies scheduled from the head of the Emergency Service on June 17 and other officials later in the week