Penny, an 82 year old female who is mentally competent and resides in a nursing home was in severe pain. For several hours, facility staff prevented her from using the 911 system to get emergency help. After Penny was placed in the hospital, the family contacted our office and requested assistance. We were able to ensure that the facility changed its policy to allow competent residents access to 911. In addition we were able to work with the 911 system operators to ensure that they respond to residents in care facilities.