It seems that most people here share your opinion. But, personally, I think the dispatcher handled the call well. His tone of voice sounded appropriate, imho. When a 911 operator is asking questions, the police have already been dispatched.
Actually, the 911 operator said: we will send a car as soon as one is free. Never should have said that. As soon as he said that, the gal’s emotions and panic escalated.
I accept that he has to remain calm and motivate her to control herself to say where and what, but when he said that, she almost lost control. And, he could have offered to stay on the line with her until she heard sirens or saw the police car. She had waited over 10 years for this moment, he could have given her 90 seconds more.
Tone was fine. What he said was not. And, no, in this case no police were on the way when the operator was talking to the caller. . . Not until the victim insisted.
Prioritizing 911 calls is like triage. Some calls go to the head of the line— like this one. My gawd, she was a victim for 10-yrs and escaped and it is okay to just go oh-hum, the cops will get there when they get there is absolute madness.