911 Operator Criticized Over Amanda Berry Phone Call

May 8, 2013 Updated: July 18, 2015

The 911 call operator who handled the desperate phone call from Amanda Berry, a woman who was held captive along with two others in a Cleveland home, was criticized for being insensitive.

Cleveland officials are going to review the operator’s response, according to the Cleveland Plain Dealer.

“While the call-taker complied with policies and procedures, which enabled a very fast response by police, we have noted some concerns which will be the focus of our review, including the call-taker’s failure to remain on the line with Ms. Berry until police arrived on the scene,” Martin Flask, director of public safety for Cleveland, told the paper.

He said that the operator, who was not named, was not sensitive and did not handle the situation well.

Ramsey used neighbor Charles Ramsey’s phone, but Ramsey said the operator didn’t take the call seriously.

“Please be assured that this matter will be investigated, and if necessary, appropriate corrective action taken,” Flask said.

A “Fire the dispatcher that took Amanda Berry’s 911 call” page was created on Facebook.

“The 911 dispatcher that took former missing teen Amanda Berry’s 911 call should be fired. The said dispatcher acted unprofessionally and was very rude regarding the situation. We demand disciplinary action!!!!!” the page’s description reads. A post on Wednesday said, “The media seems to think the dispatcher is gonna keep the job but be re-trained. This should open the eyes of all 911 call centers throughout the country. Serious training should be mandated before someone can work as a dispatcher-because one call could be the matter of life and death.”

In the call, the dispatcher told Berry that police would get to the home where she was allegedly held captive “as soon as we get a car open.” Berry shot back: “No, I need them NOW!”

Dennis Root, co-founder of Tactical Advantage Solutions, told the broadcaster that its important for dispatchers to stay on the line to get more information.

“You’re the lifeline between this caller and responding units. She’s been captive for 10 years. A few extra minutes on the phone is not going to hurt anybody,” Root said.