Council orders review of 911 non-emergency response after long hold times

The Los Angeles City Council voted to seek recommendations on reducing long wait times for non-emergency 911 calls after councilmember Nithya Raman said average waits can exceed three minutes and, during high volume, climb above an hour.

Raman told colleagues that while emergency calls meet the 15-second state standard about 57% of the time, non-emergency calls are often delayed because the same call takers handle all incoming 911 calls and Police Service Representative (PSR) staffing is insufficient. "Non-emergency calls are still taking much longer," Raman said, adding that delayed responses leave victims feeling unsettled after property crimes and other incidents.

The council adopted the motion asking the City Administrative Officer and relevant departments to identify options for improving non-emergency response, including staffing, technological changes or procedural reforms. The motion and related item (Item 27) were approved by recorded vote, 15 ayes.

Raman emphasized the human costs of delay: when a caller reports a burglary after the suspect has left, waiting on hold for a long time can prolong trauma for victims. The requested report will look beyond hiring additional PSRs to recommend process improvements, technology changes and other reforms to shorten waits for callers who need police assistance but do not require an immediate emergency response.

The council's action asks departments to return with recommendations and, where feasible, cost estimates for implementing changes so the Budget and Finance Committee can consider funding options. The motion passed on the council floor by unanimous recorded vote.

The request does not immediately change operations; it directs staff to explore and recommend changes, including potential timelines and budget impacts, for council consideration.