A documentary rarely achieves national prominence, particularly one featuring unstable, occasionally askew video, yet Netflix’s The Perfect Neighbor proves exceptionally captivating. The movie, which relies almost exclusively on footage from surveillance cameras, doorbell cameras, and police bodycams, documents the growing animosity over several months between Susan Lorincz, a white woman of middle age, and her predominantly Black neighbors in an Ocala, Florida neighborhood. 

For eighteen months, police officers are repeatedly shown answering Lorincz’s 911 calls concerning children playing on an adjacent grassy parcel, which she asserts is disruptive. These officers, consistently in pairs and frequently the same individuals, then proceed across the street to engage with neighbors. The neighbors refer to Lorincz as the “Karen lady” due to her incessant complaints, her acts of tossing toys, her use of racist slurs, and—in a particularly odd moment—her accusation that fourth and fifth graders stole her vehicle. This escalating feud concludes tragically on June 2, 2023, when Lorincz fatally shoots Ajike “AJ” Owens, a Black mother of four, through her locked front door after Owens crosses the street to address the latest disagreement.

The Perfect Neighbor presents an insightful examination of significant deficiencies within the country’s 911 systems. In contrast to widely publicized events where responding officers exacerbate conflicts, leading to fatalities, here the emergency personnel demonstrated commendable professionalism and self-control. They highlighted clear facts: Lorincz did not own the land, children are entitled to play outdoors, and they even conceded Lorincz’s behavior was problematic and illogical. The footage illustrates the officers’ avoidance of punitive measures (leading some observers to contend they displayed excessive consideration for Lorincz post-interrogation, prompting questions regarding whether a Black individual facing similar accusations would receive comparable treatment.)

Nevertheless, the tragic conclusion of this incident directly results from what my extensive research into emergency response systems identifies as a core defect in 911—a concept I term “mismatched dispatch.” This disparity originates from the reality that, predominantly, 911 offers merely three responder options: law enforcement, fire departments, or emergency medical personnel. Police act as the standard first responders for more than 65% of all 911 calls, yet my studies indicate that only approximately of these calls pertain to a criminal act or a genuine public safety crisis. Consequently, in most instances, armed police are deployed to scenarios where their presence is neither genuinely required nor where they possess adequate training. 

The —a collection of recommendations formulated through collaborative agreement with over 130 national specialists—proposes an alternative framework. This model aims to enhance public health and safety by ensuring the appropriate response is deployed for every call, rather than automatically assigning law enforcement.

Consider what could have occurred if a professional skilled in conflict resolution had been sent to Susan Lorincz’s initial 911 call—or her third, or sixth—to facilitate a discussion among all involved parties about appropriate boundaries for children’s outdoor activities. Alternatively, what if a social worker had been dispatched to address Lorincz’s disruptive conduct that was causing neighborhood friction? 

Occasionally, the absence of a preventative measure can prove as lethal as an excessive reaction. The Perfect Neighbor unequivocally reveals the profound issues inherent in our conventional emergency response paradigm—one that anticipates law enforcement will resolve every type of societal problem.

Fortuitously, over the last five years, 911 response mechanisms have started to broaden, aligning more closely with the Transform911 Blueprint. Following the death of , an increasing number of municipalities are tackling mismatched dispatch by deploying social workers and mental health professionals to handle calls that more accurately address community needs, thereby enabling police to concentrate on active crimes and genuine security threats. With significant backing from law enforcement, enhanced dispatch models have been effectively introduced in cities such as Albuquerque, Atlanta, Dayton, Denver, Durham, Seattle, and others. However, as illustrated in The Perfect Neighbor, a frequently neglected yet immensely vital component of this endeavor must include sending specialists in conflict and dispute resolution.

Given that 911 is predominantly financed by local taxation, it is imperative for us as community members to demand that our emergency response allocations incorporate mediation, mental health, and other specialized provisions. Both locally and nationwide, we must also press our legislators to institute minimum benchmarks for emergency dispatch services that mandate the provision of these kinds of responses.

Presumably because of the blatant racism and preventability of this tragic event, The Perfect Neighbor has attracted considerable viewership. We should not permit the momentum created by this film to dissipate, nor should we allow Mrs. Owens’ passing to be without purpose.

We ought to dismiss the notion that law enforcement can singularly resolve every issue merely because a 911 call is placed. Rather, the future of emergency response should envision 911 as an entry point to a broader array of professional public health and conflict resolution specialists, equipped to address the communal disputes and societal issues that frequently trigger emergency calls. Only through embracing such a refined strategy can we avert future calamities and adequately cater to the genuine requirements of communities.