Okay, I really don't understand this. Aren't the dispatchers typing in stuff as they're on the phone? I thought it was all computerized and they multi-tasked a lot?
Thank goodness I've never had to call 911, just the non-emergency number.
I do agree the times do seem reasonable in this case, I just also agree with those that thought it was mighty weird for the operator not to keep her on the line until officers actually arrived.
Do we have any dispatcher sleuths here that could offer more information on the protocols, etc.?
Just sharing my experience with 911 calls. I tried a Google search and it looks like the call handling/routing may vary by state and possibly even by county, so I don't know how they're handled in Cleveland (couldn't find it), but still hope this might be helpful.
Every time I've called, they've always been multi-tasking and typically had the appropriate people on the way while we were still talking. They've asked me to hold on while they typed or got on the radio before, but they had me stay on until they were sure they had all the info they needed.
One other thing that may or may not apply - I remember learning quite awhile ago that if you're reporting something traffic related, particularly a traffic hazard where no one's injured or in immediate danger, it's best to call from a cell because it's routed to a highway patrol dispatcher first (at least where I live). In my experience those calls have been quicker to get off the line because it's been for traffic hazards as opposed to something like an accident, but still they've always asked if I wanted them to wait.
The couple of times I've called in something more serious and knew I needed a Sheriff or Ambulance, I've called from a landline. Once for a brewing domestic dispute, and once for a really bad car accident that left a man pinned under a huge SUV across from my house.
With the landline calls they were more persistent making absolutely sure I was ok/not in danger before hanging up. The domestic dispute was at a neighbor's house and I didn't feel threatened so I didn't stay on once I gave them the info, but they specifically confirmed that I was safe before they hung up. I was very surprised they didn't confirm that with Amanda - I kept expecting to hear "Are you safe where you are now?"
The only time I stayed on was when the guy was pinned under the SUV because I knew his life was in immediate danger and wanted to make absolutely sure help arrived. The dispatcher in that case was insistent about staying on the line too, and even after she heard the sirens she didn't hang up until I confirmed I saw both police and ambulance at the scene. That's what I would've expected to happen with Amanda's call. I know the dispatcher can't do a whole lot from the other end of a phone, but at least if AC had showed back up at the house they would've had the chance to warn LE that he was in the area.
I wonder how much this varies across states, counties, etc. There must be guidelines for how they handle which type of calls, right? I couldn't find anything on Google, but I ran out of time to look. I'm definitely curious about it now though.