MILWAUKEE— Two Milwaukee 911 call takers have resigned after a city investigation into how emergency calls were handled before police and firefighters responded to an attack on a 99-year-old woman.
The woman was attacked inside her home on Milwaukee’s south side July 27. Nearly three hours passed between the first call for help and the arrival of emergency crews.
The first call came from an operator with a medical alert company around 5:15 a.m. The operator reported a disturbance and possible threats of violence involving the woman.
A second call came shortly afterward. During that call, the operator connected the 911 center to audio from inside the home.
The operator told a Milwaukee dispatcher it sounded like a man was kicking an elderly woman who was on the floor.
Despite the information provided during those calls, emergency crews were not immediately sent to the home.
The woman eventually called 911 herself right before 8 a.m. and told dispatchers she had been attacked and injured.
Firefighters arrived about six minutes later. Milwaukee police arrived at about 8:23 a.m.
Two call takers resign
The Department of Emergency Communications completed its internal investigation and announced Wednesday that two call takers involved in the initial response have resigned.
DEC Director Tony Bueno said the department took personnel action based on the findings of the review.
“Two call takers have resigned their position. They’ve separated from employment with the department. With respect to the dispatcher involved our investigation did not establish that dispatcher violated DEC policy or procedures. That employee will, however receive additional training,” he said.
A dispatcher involved in the incident was not found to have violated department policies or procedures. That employee will receive additional training.
Officials have not released the full investigation, so details about why the initial calls were not given higher priority remain unclear. It is also unclear what Standard Operation Procedures the call takers did not follow in this incident.
Department reviews training
Bueno defended the department’s existing training program during the briefing.
He said emergency communications employees complete extensive classroom instruction, on-the-job training and testing before handling calls.
“As a director, I’m responsible for ensuring that the content that we have, the training programs that we have and our operational procedures and policies in place are adequate,” Bueno said. How those are used is another question. Our training is extensive. It is meeting and actually exceeding national benchmarks and national best practices.”
Officials also discussed efforts to compare the department’s operations and training with outside standards.
However, officials did not provide specific details about changes being made as a result of the investigation.
Reporters press officials for “timely” answers
The briefing drew pointed questions from reporters about how the emergency response broke down, to complete full transparency for the public.
Reporters asked why the initial calls were not given a higher priority and why emergency responders were not dispatched sooner, particularly after the second call included audio from inside the home.
One reporter directly asked why the call classification was not elevated.
Officials did not answer that question during the briefing. Instead, reporters were directed to submit additional questions by email. The room was told that those emails will be sent in a “timely manner” for answered questions.
620 WTMJ asked, “What’s the timely manner for email, and how do we know more information because we don’t really get much information?” The DEC employee claimed no timeline would be given at this moment.
The briefing ended after roughly 15 minutes. Officials cited time constraints and said they wanted to provide additional information when they are legally able to release it.
Reporters continued pressing officials as the briefing ended, including asking when the remaining information would be available for the public.
Investigation report still pending
The city did not release the full investigative report Wednesday.
Officials said the report still needs to go through procedural and personnel reviews before it can be made public.
Criminal Case
The man accused of attacking the woman, 23-year-old Joseph Guadalupe Macias, faces felony charges connected to the July 27 incident.
Macias is charged with battery to an elder person causing great bodily harm, first-degree reckless injury and burglary of a dwelling.
The woman survived the attack but suffered extensive injuries, according to court records.
