LOUISVILLE, Ky. —

The staff at MetroSafe were able to "control the chaos" the night of the UPS plane crash, as they coordinated dozens of first responders and took more than 1,000 phone calls simultaneously.

"It was a matter of doing your normal day-to-day operations, just at a higher level," said Justin Bagby, the telecommunications supervisor at Metro Safe. " When it initially happened, everybody, no matter who you are, was like, 'OK, this is actually happening.' Take a deep breath, put your game face on, and you just get to work."

Bagby described the room at MetroSafe, filled with around 20 call takers and dispatchers, as controlled chaos.

"So it was a normal day until it wasn't, right. We get the initial call for service. Then, at the same time, I look up at the call board, and I

See Full Page