What do you think? Did the dispatcher show a lack of sympathy? I used to be a 911 dispatcher, and that's a very important part of the job. You have to be sympathetic to the caller, no matter what they are going through.
The director is trying to make excuses by saying that the dispatcher might be too young to remember the case, but I think that's bunk. If someone calls you and says they were kidnapped, it doesn't matter WHO they are - that dispatcher should have stayed on the line with the caller. That was another thing we were taught - in an emergent situation, you stay on the line, to calm the caller. This dispatcher tried twice to get off the phone with this kid, and she was obviously upset.
Fail, fail, fail.