Published: May 16, 2013 5:10 PM EDT
Updated: May 16, 2013 6:33 PM EDT

COLLIER COUNTY, Fla. - "The county, the residents, the visitors are safe when they call 911," said Collier County's EMS Chief, Walter Kopka.

When an emergency call comes in, crews aim to respond in eight minutes. Lieutenant Paul Passarettie is often first to respond.

"Because of the nature of the call or just in that vicinity and we can go in and evaluate," said Lt. Passaretti.

Lt. Passaretti is constantly listening to the radio, part of what's called a "redunant system" to alert them of an emergency.

"The crew is activated by 800 mHz tone, by an audible by the Sheriff's Office letting them know they have a call," said Chief Kopka.

They're expected to respond to that alert within two minutes. If not, they get a call from a dispatcher. But a just-realeased internal investigation by EMS shows on December 14th, the day EMS crews were dispatched to Chaz Minard's home, there was a four minute delay in responding to that call. The investigation explains that the "dispatcher missed recognizing a visual display that two minutes had passed and Medic 42 had not responded yet."

Chief Kopka said there are back-up notifications in place that include a tablet device and a pager.

"When the tone comes out from the Sheriff's Office dispatch center it activates those pagers to notify them of a 911 call," said Chief Kopka.

But he said that on that day, they failed, and do so on a weekly basis.

"But we track them and we try to develop and see if there's patterns, areas that needs to be improved, areas that need to be fixed," said Chief Kopka.