You make a valid point. However, in fairness to the dispatchers, everything they say and do is under scrutiny. It’s all recorded. That makes it prime for Monday-Morning-Quarterbacking. I’m not sure if NYC has this technology, but there are computer programs that show the dispatchers’ screens and every keystroke. You can see the dispatcher accidentally select Avenue instead of Road which can effect the whole response.
Just imagine if every firefighter had a helmet cam that recorded sound too! There would be such scrutiny of every move they made (dropping the axe, not putting the engine in pump correctly, overextending the ground ladder to a window, talking with a victim who states others in the B stair but it’s relayed as D, etc.) No one is perfect! Mistakes, no matter how minor, are examined after a tragedy or even a mess-up that’s questioned.