City Auditor report reveals 911 operations exceed national standards with 95% call response rate

The Audit and Accountability Committee of the San Antonio City Council convened on December 16, 2024, to discuss the findings of the city auditor's report on the public safety 911 operations. The report, presented by Audit Manager Mark Bigler, evaluated the effectiveness, efficiency, and compliance of the 911 operations with national standards set by the National Emergency Number Association (NENA).

Bigler highlighted significant improvements since the last audit in 2016. At that time, the police department was answering only 58% of calls within the NENA standard of 10 seconds, while the fire department managed 63%. The latest audit revealed that the police department has now increased its performance to over 95%, demonstrating a substantial enhancement in response times.

Despite these positive results, the audit identified areas for improvement. It noted that the San Antonio Police Department (SAPD) had inconsistencies in reviewing call takers, with the established metric of three monthly reviews not being consistently applied. Additionally, failed call reviews were not adequately communicated to call takers.

The audit also pointed out that the San Antonio Fire Department lacked a reliable methodology for determining staffing levels necessary to meet the NENA standard. Similar to the police department, the fire department was found to be inconsistent in documenting communication regarding failed call reviews.

Lastly, the report addressed operational continuity procedures, revealing that while the police department maintains a small team at a backup call center to ensure readiness during emergencies, the fire department had not implemented similar practices.

The findings underscore the importance of ongoing improvements in emergency response operations, with the city council expected to consider the recommendations for enhancing the efficiency and effectiveness of 911 services in San Antonio.