JACKSONVILLE, Fla. -- When a cashier at a local fabric store called 911 after witnessing a woman hit a child in the face, she expected to get immediate help for the injured boy.
However, instead of sending an officer, the emergency operator told the cashier to call an abuse hotlline; a response that police admitted was an unfortunate case of operator error.
Mabel Quinones said she was working the cash register at AC Moore Fabric Store on Feb. 8 when a customer and her two children came through her line.
"That's when the mom said in Spanish, 'You see, you see, you need to keep your mouth shut. Once we leave here, you're getting one right on your month,'" Quinones said
Quinones said she kept a close eye on the family as they left the store because she was worried for the boy's safety.
"They left the store and she turned and she hit her son. The son bent down and that's when I saw blood coming out," Quinones said.
The bloodstains from the alleged child abuse remain on the ground outside the fabric store. It was the reason Quinones rushed out and immediately called for help.
"I called 911, thinking he's going to get immediate help, they'll go right out, they'll be able to find her car," Quinones said.
However, what happened next left Quinones speechless.
Dispatcher: Jacksonville 911.
Quinones: Um, I just had a customer leave and, um, she hit her son on his face on purpose. He's got a bloody mouth or a bloody nose, something.
Dispatcher: Where's he at?
Quinones: They just pulled out but I have the make of the car and the license plate.
Dispatcher: Let me go ahead and give you the phone number for the Child Abuse Hotline 1-800-96-ABUSE and just give them that information. They'll investigate it.
Jacksonville Sheriff's Office spokesperson Ken Jefferson said the dispatcher should have dispatched an officer to the location, so that he could get more information from the complainant and the incident could be properly investigated.
"The dispatcher made a mistake in this case," Jefferson said.
"It surprises me that the dispatcher didn't understand the urgency of the call. Like I said, I think if the Sheriff's Office knew about it, they would definitely want to go out in a situation like that, right away," said Nora Milne, operations manager for the Department of Children and Families.
As a mother and a victim of abuse, Quniones said she was disappointed, because when she was attacked 911 came through immediately. She said she wonders why this case did not get the same response.
"We have our own voice. He doesn't have anybody and I felt that 911 would be the people. Yes, the abuse hotline should be called also, but I felt the No. 1 person that let him down here was 911," Quinones said.
911 Fails
I can't I'm hearing this!!...
However, instead of sending an officer, the emergency operator told the cashier to call an abuse hotlline; a response that police admitted was an unfortunate case of operator error.
Mabel Quinones said she was working the cash register at AC Moore Fabric Store on Feb. 8 when a customer and her two children came through her line.
"That's when the mom said in Spanish, 'You see, you see, you need to keep your mouth shut. Once we leave here, you're getting one right on your month,'" Quinones said
Quinones said she kept a close eye on the family as they left the store because she was worried for the boy's safety.
"They left the store and she turned and she hit her son. The son bent down and that's when I saw blood coming out," Quinones said.
The bloodstains from the alleged child abuse remain on the ground outside the fabric store. It was the reason Quinones rushed out and immediately called for help.
"I called 911, thinking he's going to get immediate help, they'll go right out, they'll be able to find her car," Quinones said.
However, what happened next left Quinones speechless.
Dispatcher: Jacksonville 911.
Quinones: Um, I just had a customer leave and, um, she hit her son on his face on purpose. He's got a bloody mouth or a bloody nose, something.
Dispatcher: Where's he at?
Quinones: They just pulled out but I have the make of the car and the license plate.
Dispatcher: Let me go ahead and give you the phone number for the Child Abuse Hotline 1-800-96-ABUSE and just give them that information. They'll investigate it.
Jacksonville Sheriff's Office spokesperson Ken Jefferson said the dispatcher should have dispatched an officer to the location, so that he could get more information from the complainant and the incident could be properly investigated.
"The dispatcher made a mistake in this case," Jefferson said.
"It surprises me that the dispatcher didn't understand the urgency of the call. Like I said, I think if the Sheriff's Office knew about it, they would definitely want to go out in a situation like that, right away," said Nora Milne, operations manager for the Department of Children and Families.
As a mother and a victim of abuse, Quniones said she was disappointed, because when she was attacked 911 came through immediately. She said she wonders why this case did not get the same response.
"We have our own voice. He doesn't have anybody and I felt that 911 would be the people. Yes, the abuse hotline should be called also, but I felt the No. 1 person that let him down here was 911," Quinones said.
911 Fails
I can't I'm hearing this!!...
I knew you were going to say that.....That's our Steel!! LOL
Here is someone who's heart was in the right place to help this little boy, and call 911 when she knew that this boy's safety maybe in jeopardy. I bet now this 911 dispatcher did things differently, because this boy could be in a much safer place right now, or at least, I hope he is. I hope this dispatcher has learned a very unfortunate lesson, and so things a lot differently now, if she still has her job.