Fire the dispatcher. After this they cannot be trusted.
Don’t want to excuse them-—but my understanding is 911 operators are trained to keep the caller on the line.
So what seems to be inane questions could be the way-—however inept-—to keep the caller talking.
Keep in mind, the 911 center does not know who is calling-—could even be a perp.
There might also a need to get directions in rural locations.
In some 911 centers when a person calls, the address and phone number where they are calling from appears on a screen.
In the Powell tragedy, the caller was obviously not at the address of the inferno.