Sherrill Turner lay on the ground suffering from an enlarged heart. Robert, her 5-year-old son, dialed 911 in order to get help for his ailing mother. According to phone records, the operator demanded that Robert put an adult on the phone. When he explained that he couldn’t, the operator promptly stated that she’d send the police and then hung up on him. No police arrived.

After waiting three hours, Robert called back and spoke to another operator. Instead of sending an ambulance, the following exchange occurred:

911 Operator: “911. What’s the problem?”
Robert: “My mom has passed out.”
911 Operator: “Where’s the grownups at?”
Robert: (Inaudible)
911 Operator: “Let me speak to her before I send the police over there.”
Robert: ["I tried to tell them she wouldn't talk," said Robert.]
911 Operator: “I don’t care. You shouldn’t be playing on the phone. Now put her on the phone before I send the police out there to knock on the door and you gonna be in trouble.”
Robert: “Ugh!” (Hangs up.)

Later on, a police car, not an ambulance, finally arrived. Unfortunately, given the limited window of time in which to treat enlarged hearts, Sherrill Turner died.

The operator who refused to send an ambulance has NOT BEEN FIRED because of her “years of service.”

I understand that operators deal with innumerable prank calls every day. I’m sure that the operator had no malicious intent. Still, this type of behavior is unacceptable and must be punished.