This story, headlined "911 operators confront grim task, ghastly calls," was originally published Sept. 19, 2005. It is being republished for the 20th anniversary of Hurricane Katrina as part of The Times-Picayune's Pulitzer-winning coverage.

As she took that first call from a woman trapped in her 9th Ward attic, 911 operator Lechia Allen ached with the grim realization that the next call would be the same. And the next. And the next. She couldn't do a thing for any of them.

Working in the downtown 911 center at Broad and Gravier streets, next to the Falstaff antenna, Allen knew police wouldn't respond to calls while the winds of Hurricane Katrina roared. She knew the rescue operation wouldn't start for hours and, in many cases, days. Laboring under the heavy weight of helplessness, all

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