911 Call Center update

 

FOR IMMEDIATE RELEASE

April 11, 2017

FOR MORE INFORMATION CONTACT
Richard Hill -  Public Information Office
richard.hill@dallascityhall.com
(214) 243-2042

911 Call Center update

Here is an update from City Manager T.C. Broadnax that was shared with Mayor and Council today:

Monday, April 10: We did not experience any call spikes.  911 call takers answered 5,769 calls for service.  The service level, which is the percentage of 911 calls answered within 10 seconds was 94.95%.  Average call answer time was 00:02 seconds.

Sunday, April 9: We did not experience any call spikes. 911 call takers answered 6,185 calls for service. The service level was 87.26% and the average call answer time was 00:04 seconds. Several incidents resulted in multiple calls; major incidents included the Mega March, multiple accidents and random gunfire calls.

Saturday, April 8: The emergency siren malfunction that occurred on first watch impacted the entire day’s service level. The siren malfunction resulted in 4,413 calls received from 11:30 p.m. to 3 a.m. There were several 15-minute intervals with high call volume - 578, 677, 797, 702 and 493 calls received. (Typical call volume during these intervals is 70 to 90 calls). Hang-ups were printed and calls were returned by other Communications employees so call takers could answer live calls faster. The longest hold time was 6:05 between midnight and 12:15.

911 call takers answered 9,996 calls for service. The service level was 55.15%. Average call answer time was 0.52 seconds.  Multiple major incidents occurred on third watch, including shootings and a major freeway accident with an overturned vehicle.

Friday, April 7: We did not experience any call spikes. 911 call takers answered 6,150 calls for service. The service level was 96.80% and the average call answer time was 0.01 seconds. No phone issues.

Please continue to provide any questions you may have as we prepare for an upcoming Council Briefing this month.

• 911+update+April+11.docx