Having watched both TV specials last night, with special attention to the 911 call, I would fire that operator in an instant and make sure he never again works in a capacity where public safety is at stake.
Something is seriously missing with the guy when he wastes time playing juvenile word games with the caller. He is clearly in over his head in that job, doesn’t know what to ask, how to ask and has no discernment. But, there are many operators like this. Listening to him and reading the transcript just infuriated me.
Of course, the whole story is abysmal. Those poor little boys never had a chance.
Yes, La ‘Dita, the whole darned story is hellish. I’m with you on the dispatcher guy. He claims he’s been doing this for “so long,” yet he has no ability to listen—to hear and discern, like you said. Maybe he’ll learn now.