The operators at any 911 headquarters are the unsung heroes of emergencies. They calm people who are dealing with horrifying situations and dispatch the proper help as quickly as possible.
Veteran 911 dispatcher Jordan Turner (Halle Berry) is having a regular day when she gets a call from a teenager at home alone while a man is trying to break in. Turner gives the girl some smart advice and is keeping her on the line until help arrives. When the connection is cut, Turner calls back.
The phone rings once and the criminal realizes there is someone in the house. Turner hears the man take the girl and before he hangs up the phone, he gives her a brief, chilling message. When the girl's body is found, Turner blames herself.
Six months later, she still is a mess. Her police officer boyfriend Paul Phillips (Morris Chestnut) does his best to console her, but she has nightmares about the girl's death.
She now trains new dispatchers and has them in the call center when a young operator gets a call from a teenager who has been kidnapped from a shopping mall parking lot. Luckily, she has a friend's prepaid cellphone.
The new dispatcher cannot handle the situation, leaving Turner no choice but to take over the call.
Casey Welson (Abigail Breslin) finally calms down enough to listen, and take the advice Turner is giving. She knocks out a back light and waves to get attention. She does, but it also alerts the driver that he needs to change his plans.