Trust me, 911 does their job well. This was only 1 of a few operator/dispatchers involved. As the plane was in flight, ATC was also communicating with fire dispatch for the affected area the plane was flying in. That's built into the crash phone network. All calls are forwarded to the respective area where the emergency is occurring.
Fire crews and other emergency personnel who were already en route to the airport, diverted to the accident site.
The pilot was a hero. No one on the ground was seriously injured. He, unfortunately, gave his life trying to land the aircraft in an extremely populated area, in the least hazardous location he could.