What I think happened, is they didn't have a checklist
It always seems to be the case when there is a procedural screwup. Don't know procedure well enough, don't get regular exercise, don't have a checklist.
911 operators have a computer screen in front of them,
very hard to forget something when you have a script (and it notifies your supervisor).
They also handle a large volume of calls, and run through training scenarios regularly. If you don't do it every day, or practice everyday, you forget, which is why you need a checklist.



STOP and Hug-a-Tree, its not just for kids.