DeKalb County deputy director reports 400,000 calls and outlines 911 capacity challenges

Deputy Director Ingrid McNeely of DeKalb County 911 told attendees the center handled roughly 400,000 inbound calls between January and April and that more than 260,000 of those were 911 voice or text calls. "Approximately 81% of our calls were answered within the national standard of 95% of the calls answered in 20 seconds," she said, and she reported about 46,000 abandoned calls in the same period.

McNeely explained an "abandoned call" is one where a caller hangs up before a live call taker answers; the center must still verify whether anyone on the line needs help and, when necessary, call back, which ties up staff and can slow response to active emergencies. She said the center went live on a new telephone system in November with an automatic callback feature designed to reduce that load. "We cannot disconnect a 911 call for any circumstance," McNeely said, explaining why abandoned-call callbacks are required. The deputy director also reminded the public that text-to-911 remains an option and urged callers to stay on the line when possible.