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Q&A
Council Member Ayala questions Commissioner Tisch about 911 response times and improvement efforts
1:34:00
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136 sec
Council Member Diana I. Ayala inquires about 911 response times, leading to a discussion with Commissioner Jessica Tisch about current average answer times, recent issues with calls going to recordings, and ongoing efforts to improve the situation. Commissioner Tisch outlines steps being taken to address the problem, including staffing changes and procedural reviews.
- The average 911 call answer time is under six seconds, but there has been an increase in calls first going to recordings.
- The NYPD is implementing an aggressive plan to hire more staff and make management changes to address the issue.
- Both Council Member Ayala and Commissioner Tisch express surprise at the recent longer wait times, acknowledging it as a new and concerning development.
Diana I. Ayala
1:34:00
I had a question regarding the 09:11 response time.
1:34:04
I just needed some clarity.
1:34:05
So you mentioned that the response times are usually around six minutes I believe.
Jessica Tisch
1:34:10
No, I'm so sorry.
1:34:12
Question was how what's the average time in which a 09:11 caller's call is first answered and it is under six seconds?
Diana I. Ayala
1:34:22
Under six seconds.
1:34:23
Okay.
1:34:24
Is that all of the time because it's kind of contrary to what we've been That is the Excuse
Olufunmilola Obe
1:34:29
me.
Jessica Tisch
1:34:29
That is the average.
1:34:31
And I said that because the vast majority of nine eleven calls are answered immediately.
1:34:41
But over the past year, and this was raised at the last hearing, we've seen an unacceptable rise in the number of nine eleven calls that first get that go to a recording.
1:34:55
Under the leadership of the first deputy commissioner, we are taking a real good hard look and turning over lots of stones at the communications division.
1:35:07
And that plan with the purpose of driving down the number of calls that first go to that recording.
1:35:18
We are looking at our staffing levels, making an aggressive plan to hire two budgeted headcount over the next year in the PCT title.
1:35:28
We've done management changes there.
1:35:30
We're looking at changes in procedures.
1:35:32
And we are also working very closely on all of this with DC thirty seven who's really rolled up their sleeves under Henry's leadership and been a very good partnership in helping us begin to address the issues that this council so ably called out.
Diana I. Ayala
1:35:49
Yeah, no I really appreciate that because this is kind of new territory for us.
1:35:54
I hadn't ever heard of a situation where the wait times had been as long as they were so
Jessica Tisch
1:35:59
I really appreciate it.
1:35:59
Me neither and I in my previous role at the NYPD I oversaw communications division which includes the nine eleven call takers.
1:36:10
And so when this issue was first brought to my attention I too was shocked.
Diana I. Ayala
1:36:15
Yeah, yeah.
1:36:15
No, it was pretty bad.