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911 wait‑time report shows improvement against NENA standards; committee requests follow‑up on abandoned calls and long non‑emergency holds
Summary
The committee reviewed the Q3 2024 911 wait‑times report and learned call‑answer performance met NENA standards after staffing increases. Members requested follow‑up on a September spike in abandoned 911 calls and on outlier non‑emergency calls that took 10–20 minutes to answer.
Deputy director Nicole Fleck presented the Q3 2024 911 wait‑times report and told the committee both emergency communications units were meeting NENA (National Emergency Number Association) standards: roughly 90% of calls answered within 15 seconds and 95% within 20 seconds, representing a notable improvement from Q3 2022 figures.
Fleck attributed improvements primarily to increased staffing and reclassifications that improved telecommunicator capacity. Committee members raised two follow‑up concerns: a spike in abandoned 911 calls in September (the number of abandoned calls rose sharply compared with July and August) and long outliers on non‑emergency administrative calls (the report shows a number of calls that took between 10 and 20 minutes to answer in July). Committee members asked whether analysts had investigated causes for the September spike and whether the department has or can adopt a callback procedure when callers face long hold times.
Fleck committed to getting the committee answers on both the abandoned‑call spike and the feasibility of call‑back procedures and staffing‑related drivers for the outliers. Alderman Westmoreland moved that the item be placed on file with the understanding the committee would receive follow‑up information; the committee approved that motion.
