VIDEO: Portland 911 callers are experiencing significantly shorter wait times compared to just a few years ago, according to a new report from Portland’s Bureau of Emergency Communications.
In July 2022, callers waited an average of 77 seconds before someone would answer their 911 call. In February of this year, that number was down to just 15 seconds, according to the report.
Nearly 74% of all calls were answered within 15 seconds in February. In 2022, only 29% of calls were answered in that same time frame. The turnaround is attributed to two main factors. There were about 16% fewer 911 calls when comparing the two time frames.
Much of that is because of a drop in non-emergency calls as programs like Portland Street Response have been rolled out along with an expansion of 311 services. Staffing is also a major reason. Four years ago, there were 33 vacant dispatch positions. That number is now down to just eight.
A new training academy just started this week with nine candidates, bringing the bureau close to being fully staffed.
The improvement has led to Portland meeting the requirements to be recognized as an “accredited center of excellence” when it comes to emergency dispatch. This is the highest standard of service, met by just 10 percent of emergency call centers in the world.
