Absolutely. Just based on what's in the story, we know that their procedures and training were poor, which is the responsibility of their managers. Their front-line supervision appears also to have been poor, which is the responsibility of their supervisors.

But how would you handle a blind caller who was unsure of his street address? Or a driver who was lost at the time of the incident he called about? Each operator's robotic inability to respond with something as simple as, "What was your last known location?" is surprising.

This is basic stuff. Regardless of training and procedures, you have to wonder what their thought process was.