Atlanta's E911 center slashes response times, aims for national standards

Atlanta’s E911 center has achieved a significant reduction in average response times for 911 calls, decreasing from over 24 seconds in 2023 to just over 10 seconds this year. Although this is a notable improvement, the center still does not meet the national standards, which mandate that 90% of calls be answered within 15 seconds. Deputy Director Ryan Solis attributes the enhancements to a combination of better staffing, upgraded call-routing technology, and increased public awareness about using 311 for non-emergency issues. The center has implemented location-based routing, which allows callers’ GPS coordinates to direct them to the correct 911 facility, resolving past issues with misrouted calls. Solis shared a humorous example of non-urgent calls that have historically clogged the system, highlighting the need for public education.

The department has hired 48 new employees over the past year and aims to fill its remaining vacancies soon. Despite still trailing behind other local call centers, such as Cobb County, which answers 95% of calls within 15 seconds, Solis remains hopeful. Continued technological upgrades and improved staffing are expected to help Atlanta meet national standards soon.