MIAMI BEACH, Fla. – A Miami Beach man said he had to call 911 twice before police arrived after an intruder broke into his home while his girlfriend was there.
Steve Berke said the intruder broke in through a locked window about 10 p.m. Tuesday while his girlfriend was home alone.
"She came face to face with the intruder," Berke told Local 10 News reporter Glenna Milberg. "She was scared for her life."
Berke's girlfriend called him first in a panic. Then Berke called 911.
"How long ago did this happen?" the 911 dispatcher asked Berke.
"Fifteen minutes ago," Berke said.
Miami Beach police wouldn't arrive until 33 minutes later, according to an incident report, and after a second call by Berke to 911.
"I called 911 about 15 minutes ago," Berke told another 911 dispatcher during his second call. "…How long does it take for cops to get to the house?"
"OK, sir, we're going to send somebody out, OK? I'm sorry," the dispatcher replied.
"You were supposed to make that 20 minutes ago," Berke said. "What happened?"
What happened, by all accounts so far, appears to be a 911 operator who considered the crime to be over and done.
"I think the confusion came from the nature of the priority, being whether it be a crime-in-progress versus a crime that was discovered after-the-fact," Miami Beach Commissioner Michael Grieco said.
The commissioner said city leaders are investigating if what happened to Berke was an isolated incident or a sign of more serious miscues, as well as where the breakdown occurred.
A Local 10 News investigation about sleeping dispatchers led to a change in procedure last year. City leaders moved 911 communications out of the Miami Beach Police Department and under the umbrella of emergency management.
The dispatcher was apologetic, but Berke is still upset about it.
"Had they had known that the intruder might have still been on the property, there would have been six cop cars coming here within 30 seconds and they would have set up a perimeter," Berke said. "Instead, we got two police officers, who were very nice, walking in with a Slurpee."
Do civilian dispatchers receive law enforcement-style communications training? The city hasn't yet replied with an answer.
Follow Glenna Milberg on Twitter @GlennaOn10
Follow Local 10 News on Twitter @WPLGLocal10