A major city with undoubtedly overloaded 911 system. What happened is thus not surprising to me at all.
That said:
A sad situation true and based only on the article if it is proven the woman was alive when the boy made his calls I would bring manslaughter charges based on depraved indifference against both dispatchers.
However, PC will probably prevail and the poor overworked dispatchers will receive ought but counseling and maybe lose a few days pay (maybe - well - probably not).