When I first heard the call, I was taken aback a bit by how meh the call taker was. And then she didn't stay on the line. I have been in the Communications area where I work when they have taken emergency calls, and we usually stay on the line until police arrive at the location.
I mean, its not like she was calling about being held against her will or anything.
Any opinions?
Re: Cleveland 911 Call Taker
While they should have stayed on the line, I have no problem otherwise.
This is an unbelievably hard job. You are dealing with people during their worst moments, and you never know what you are going to be dealing with at any time. I also agree with PP that there have been many hoaxes on this case.
The three brothers are the suspects here, and people should not be associating the horror of this case with the dispatcher in any way.
+1
I don't think she should lose her job over it, either. I don't buy the hoax argument. It doesn't matter if every other call was a hoax regarding this case, you still have to treat each call as if it is the real deal. Unless she was the only call taker on that night, she shouldn't have rushed off the phone so quickly. We are a smallish agency, and we stay on the line with important calls like this one. There are times we have only three call takers, and it isn't an easy job. I still think this one lacked empathy and hung up too quickly, IMHO.
I believe the dispatcher is a man despite the sound of his voice BTW. I know this is important to the discussion. <---sarcasm
DD 12/20/99, DS 12/14/12, M/C 9/2014, M/C 1/2015
You know when you dine out and the server is polite and reasonably prompt, but not all that friendly and doesn't do anything to really impress you?
I feel like the 911 call taker was a bit like that. B-/C+ service. Not like "Oh my god, she was awful! but not impressive either.
QTF. It could be an UO, but I really wish they didn't release 911 calls to the public. It makes me feel squicky, especially when the call results in someone losing their life.
FTR, I don't think she should lose her job. If there was a buttload of calls coming in that night, and the department was understaffed, then she (or he) did what she could with the resources available to her. Otherwise, depending on her department's protocol, her supervisor should probably have a talk with her regarding the rushing through the phone call.
Our department writes you up for being a minute late in dispatch, so that is where I am coming from. I will ask one of our dispatchers what they think (a professional opinion) and report back.
I can only imagine how hard it is to be a dispatcher in a city compared to a small town...how many calls are coming in at once that you're trying to get to, etc.
I agree that I don't understand why 911 calls have to be released, either. Or like how 2 hours' worth of police radio tapes from Sandy Hook are on YouTube. =
My problem with it is that Amanda sounds like a little girl. The dispatcher never asks her how old she is and never asks her if she is in a safe place/feels safe. She said she was at the neighbors' house but she also said she was held for 10 years. She didn't know the neighbors, she probably didn't feel safe with anyone. She sounds terrified and doesn't sound like she wants to get off the phone.
The dispatcher should not be punished (unless she did break protocol), she did get the police to her. But I think there is a lesson to be learned. If someone (especially someone that sounds like a child) is obviously terrified and requesting police, the dispatcher should offer to stay on the line until police arrive.
I know I was always taught growing up to stay on the phone with 911 until the police arrived.
I believe this is all part of the Freedom of Information Act. Basically, anything that is paid for with public money and doesn't have a pressing need to be classified is available to the public.
+1
It wasn't so much the dispatchers tone, but when a person tells you they are free from a kidnapper who held them for 10 years and you say, "mm k. police will be there when a car opens up.." and the person CLEARLY seems to be grasping to stay on the line... You should probably stay on the line to comfort the person if nothing else. IMO
ETA: I also agree with who ever said they wish these calls weren't made public. Dispatcher sucking or not is NOT what's on trail or should be on trail.