MILWAUKEE — Milwaukee officials say two 911 call takers resigned following an internal investigation into the delayed emergency response connected to the brutal assault of a 99-year-old woman, but key questions about why help was not sent for nearly three hours remain unanswered.
The City of Milwaukee Department of Emergency Communications announced the resignations Wednesday during a brief news conference outlining the findings of its investigation into how multiple emergency calls were handled before police and firefighters were finally dispatched.
“Based on that review, the DEC has taken appropriate actions with regard to personnel,” DEC Director Tony Bueno said. “Two call takers have resigned their position, separated from employment with the department.”
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Officials also said a dispatcher involved in the incident was not found to have violated department policy or procedures, but will receive additional training.
The briefing lasted a little more than 10 minutes and ended after only a few questions from reporters, drawing frustration from media members seeking more details about what investigators found and why emergency responders were not immediately sent.
The department did not release the full investigative report Wednesday, with Bueno saying employees must first be given time to review or respond to the findings before records can be released publicly.
The case has drawn widespread scrutiny since officials confirmed a 99-year-old Milwaukee woman was attacked inside her South 14th Street home on July 27 while 911 was called multiple times before emergency crews arrived hours later.
The first 911 call came from a third-party operator around 5:15 a.m. reporting a disturbance and possible threats of physical harm.
A second call followed shortly afterward, with the operator reporting what sounded like live audio from inside the residence.
Milwaukee County
Milwaukee dispatchers on leave after delayed response to 99-year-old's attack
“I just took them off hold and listened for a minute and it sounds like he is kicking an elderly woman while they’re down on the floor,” the operator told a dispatcher.
Despite that information, emergency responders were not immediately dispatched.
At approximately 7:51 a.m., the woman herself called 911 and reported she had been attacked and injured. Milwaukee Fire Department crews arrived around 7:57 a.m., and Milwaukee police arrived at approximately 8:23 a.m.
During Wednesday’s briefing, officials repeatedly defended the department’s training standards and highlighted ongoing accreditation efforts, but did not directly explain why the calls were not elevated sooner or why help was delayed.
Alderman Scott Spiker, who represents the district where the attack happened and chairs the Common Council’s Public Safety and Health Committee, said the public still has not received a full explanation.
“Not clear enough yet,” Spiker told TMJ4. “We know some people were let go. We know there were failures there, but the bigger question about how deep the problems go wasn’t answered.”
Spiker said he plans to bring DEC officials before the Public Safety and Health Committee in September for further questioning.
“I have scheduled a communication file before my committee, Public Safety, so that Department of Emergency Communications will come in and answer some tough questions, not only from me but from other members of the Public Safety Committee,” Spiker said.
He also questioned why the city held a news conference before publicly releasing the full investigative report.
“It’s kind of strange to have the press conference and then not be able to release the results of the investigation directly for the press to see and the public to see,” Spiker said.
Neighbors near the home where the attack happened say the case has shaken trust in the city’s emergency response system.
“I guess, why does it take so long?” neighbor Aaron Krystowiak told TMJ4. “Like, we pay taxes for you to come protect us… But then you call 911 and they don’t get there for three hours.”
Krystowiak said the delay has left him questioning whether residents can rely on help arriving during emergencies.
“When you call them, they don’t come,” he said. “So what are people supposed to do?”
Spiker said restoring public trust will be critical moving forward.
“We need people to know that when they call help, help is on the way,” he said. “And I’ll dig as long and as hard as it takes to figure out why that wasn’t happening in this incident.”
Court records show 23-year-old Joseph Guadalupe Macias is charged with battery to an elder person causing great bodily harm, first-degree reckless injury and burglary of a dwelling in connection with the attack.
Milwaukee County
Milwaukee man charged after brutal attack on 99-year-old; 911 probe ongoing
According to the criminal complaint, the victim suffered severe injuries, including broken jaw bones, extensive bruising and multiple lacerations.
Investigators say Macias forcefully entered the woman’s home and repeatedly beat her. Police later found him inside the residence when officers eventually responded to the scene.
TMJ4 has submitted additional questions to DEC regarding the investigation findings and has requested the full investigative report once it becomes publicly available.
This story was reported on-air by a journalist and has been converted to this platform with the assistance of AI. Our editorial team verifies all reporting on all platforms for fairness and accuracy.
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