911 Dispatchers Handled Nearly 100-Car Pileup on I-196

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When nearly 100 vehicles piled up on I-196 in Michigan on January 19, the team at Ottawa County Central Dispatch had to handle a surge of over 500 calls in real time as chaos unfolded on the freeway. Dispatchers described the experience as high-stress but also rewarding, knowing they helped coordinate the emergency response.

Why it matters

The story highlights the critical role 911 dispatchers play in managing large-scale emergencies, serving as the first point of contact and the "glue" that holds the emergency response system together. It provides a behind-the-scenes look at how dispatchers remained calm and steady under immense pressure to get help to those in need.

The details

According to Ottawa County Central Dispatch Supervisor Katie Holzman, they received the first call about a jackknifed semi on the highway, and then shortly after started getting numerous calls about multiple pileups. In total, they took 534 calls during the incident, more than double a typical winter day. Many of the callers were directly involved in the massive pileup. Dispatch Executive Director Matt Groesser said 911 dispatchers handle "just about every phase of life" and are responsible for coordinating the entire emergency response system.

• The 100-vehicle pileup on I-196 occurred on January 19, 2026.
• Ottawa County Central Dispatch received over 500 calls during the incident.

What they’re saying

What’s next

Authorities are still investigating the cause of the massive pileup on I-196 and will work to improve emergency response protocols to handle such large-scale incidents in the future.