"I thought I was going to witness somebody getting killed," said Wesley Chapel resident Nicole Elliot.
Just two weeks ago, Elliot witnessed a wrong-way driver barreling towards a semi on I-75.
"I phone 911 and no answer, and I phone 911 again and no answer," said Elliot.
She is just one of dozens of Pasco County residents who've called 911 for help with no answer on the other end of the line.
"It took 19 times before they answered the phone," said another Pasco man.
"There's staffing issues, there's some protocol issues that are in there and those are things that need to be addressed," Pasco County Sheriff Chris Nocco said.
Nocco said the number one need is a full time director, one the center hasn't had for nearly 18 months now. On Tuesday, he called for county commissioners to promote assistant director Lt. Dan Olds, while moving a fire service supervisor to the assistant position.
"Lt. Olds has been with the Sheriff’s Office for numerous years, he's been patrol, investigations, he's supervised people, but the thing Dan brings to the table is he knows our operations," Nocco said.
The sheriff says that "street sense" will help reform operations and remove doubts in a department that many have lost confidence in.
"Sometimes you only get once chance to call 911 and that call would have been unanswered," said Elliot.
County commissioners are expected to pick the matter back up at their next meeting in two weeks.