What Is the Standard for 911 Call Center Response Times?

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Photo of emergency crews at a crash scene

When we face a serious injury or threat, our first instinct is to dial 9-1-1. Austin’s 911-call center has undergone some hard times. Fortunately, a recent report from KXAN says that government officials are making changes at the 911-call center to maintain efficient response times.

The national standard for emergency call centers is answering 90 percent of all calls in less than 10 seconds. In 2013, Austin’s call center lived up to that standard except on Halloween.

On Halloween last year, a flood of calls overwhelmed the small staff at the call center. Following that event, officials responsible for safety created a new action plan to avoid similar issues in the future.

How Is Austin Improving its 911 Call Center?

A report listed many recommendations for helping the Austin 911 call center improve its intake:

  • It recommends continual call taker training for emergency preparedness.
  • It recommends developing alternate call centers during a disaster.
  • The report recommends developing plans for handling unexpected call loads.

How Many Call Takers Are on Duty?

The time of day usually determines the number of 911-calls the center receives. Staffing is based on demand during those times. Below, KXAN listed the number of call takers on duty during a typical day:

  • 2:00 p.m. – 6:00 p.m.—23 call takers
  • 6:00 p.m. – 10:00 p.m.—21 call takers
  • 10:00 p.m. – 12:00 a.m.—16 call takers
  • 12:00 a.m. – 6:00 a.m.—14 call takers

Our emergency providers play a big part in protecting our community. We are glad to see the city of Austin actively trying to improve our call center to serve our community to the best of its ability.

Did You Know? It is estimated that Austin’s 911 Emergency Communications Center is going to receive more than 939,000 calls in 2014.

The Law Offices of Aaron Allison – Austin Personal Injury Attorney



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