After Years of Criticism Portland 911 Has Slashed Answer Times by 80%
PORTLAND, Ore. — Portland’s 911 center’s average answering time dropped 80% since the summer of 2022, after the agency implemented several interventions, including reducing the number of calls.
Portland’s 911 Now Answers In 15 Seconds On Average
After coming under criticism for taking an average of 77 seconds in July 2022, Portland’s 911 operators answered nearly 40,000 911 calls in February in 15 seconds, on average, after the city rolled out automated assistance and alternatives to calling 911 dispatchers for non-emergency callers.
In July 2022, Portland 911 call takers answered 29% of calls within 15 seconds and 33% within 20 seconds. National standards dictate that 90% of 911 calls should be answered within 15 seconds and 95% within 20 seconds.
Closing the gap with national standards, Portland 911 saw a dramatic increase in the number of calls answered within 15-20 seconds. In February, call takers answered 74% of calls within 15 seconds and 77% within 20 seconds.
Sources: Portland BOEC Director Reports, KATU and NENA call processing standard
Dailytidings.com
The massive improvement was attributed to success in hiring. According to the director’s report, the agency is also in the background phase for a September 2026 training academy for 21 people.
Portland’s Bureau of Emergency Communications (BOEC) also announced it was designated as an Accredited Center of Excellence (ACE) in Emergency Medical Dispatch through the International Academies of Emergency Dispatch- accreditation enjoyed by fewer than 10% of more than 4,200 911 agencies worldwide.