MILWAUKEE — A 99-year-old Milwaukee woman was attacked inside her home Monday while 911 was called three separate times — and police did not arrive for roughly three hours after the first call was made.
Two Milwaukee Department of Emergency Communications (DEC) dispatchers have been placed on administrative leave pending a review of the incident.
Milwaukee police say a 22-year-old man forcefully entered the woman's home on 14th Street and attacked her. The woman was rushed to the hospital with non-life-threatening injuries. The 22-year-old suspect was arrested and is awaiting charges from the district attorney.
Watch: Milwaukee dispatchers on leave after delayed response to 99-year-old's attack:
According to Milwaukee's Department of Emergency Communications, the first 911 call was made by a third-party operator at around 5:15 a.m. Monday to report a disturbance and that threats of physical harm may have been occurring.
A second call from the same third-party operator followed shortly after, confirming the location and providing what is believed to be a live audio feed from inside the residence. On that call, the operator told the 911 dispatcher what she was hearing.
"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 third-party operator said.
Neither of the first two calls resulted in the immediate dispatch of emergency responders.
At approximately 7:51 a.m., the woman called 911 directly and reported she had been physically attacked and was injured. That call was classified as a high-priority incident and first responders were dispatched. Milwaukee Fire Department personnel arrived at approximately 7:57 a.m. Milwaukee police arrived at approximately 8:23 a.m.
Newly obtained 911 audio captures the sounds of the attack, including the woman's cries and the suspect's voice.
Neighbors who spoke with TMJ4 News called the delayed response unacceptable.
"You see them flying past if it's a gun situation, supposedly. Why they can't do that for another type of situation, especially if that lady is 99 years old," Otis Charleston said.
"911 is 911 regardless of what it is," Charleston said.
"I do feel that there should be better training and practices being had," neighbor Rachel Krutsch said.
DEC Director Tony Bueno said leaders are deeply concerned about what happened.
"We are deeply concerned about what this resident experienced and about the length of time that passed before emergency responders were dispatched," Bueno said. "We are carefully reviewing the initial call, the information available to DEC personnel, the classification and handling of the incident, and whether established procedures were followed. We owe the victim, the public and our employees a complete and fact-based review."
The DEC said the two employees were placed on administrative leave as "a precautionary personnel action, not a final finding" and that "appropriate corrective action based on the verified findings" will be taken.
"The public must be able to trust that we will examine difficult incidents honestly, learn from what occurred and make necessary improvements," Bueno said. "That commitment also requires us to avoid assumptions and allow the review process to establish the facts."
The department said it is also reviewing policies and procedures to identify and address deficiencies.
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