Average Answer Time by Department

Shelby County TN: Answer Times and Class of Service

The Current National Emergency Number Association (NENA) Call Answering Standard/Model Recommendation:

3.1 Standard for answering 9-1-1 Calls. Ninety percent (90%) of all 9-1-1 calls arriving at the Public Safety Answering Point (PSAP) shall be answered within ten (10) seconds during the busy hour (the hour each day with the greatest call volume, as defined in the NENA Master Glossary). Ninety-five (95%) of all 9-1-1 calls should be answered within twenty (20) seconds.

National Fire Protection Association (NFPA) Standards:

7.4.1* Ninety-five percent of alarms received on emergency lines shall be answered within 15 seconds, and 99 percent of alarms shall be answered within 40 seconds. (For documentation requirements, see 12.5.2.) Compliance with 7.4.1 shall be evaluated monthly using data from the previous month.

12.5.2  Statistical analysis for call and dispatch performance measurement shall be done monthly and compiled over a 1-year period.

Public Safety Answering Point Name and Average Answer Time (in Seconds)

Answer Times - Last full day

Public Safety Answering Point0-10s11-15s16-20s21-40s41-60s61-120s120s+TotalNENA (%)NFPA (%)
Bartlett Police3800000038100100
Collierville Police2300000023100100
Germantown Police271000002896.43100
Memphis Fire Primary Site B (Flicker)3741541095041789.6993.29
Memphis PD Primary Site A100100025050
Memphis PD Primary Site B201385395211150221590.8894.72
Millington Police1400000014100100
Shelby County Fire Department170100001894.4494.44
Shelby County Sheriffs Office1151511813015375.1684.97

Answer Times - Last full month

Public Safety Answering Point0-10s11-15s16-20s21-40s41-60s61-120s120s+TotalNENA (%)NFPA (%)
Bartlett Police1060810000106999.1699.91
Bartlett Police Backup3200000032100100
Collierville Police857180300087897.6199.66
Germantown Police67211000067499.799.85
Germantown Police Backup2800000028100100
Memphis Fire Primary Site A (Poplar)10000001100100
Memphis Fire Primary Site B (Flicker)101203391352451291921121127289.7892.79
Memphis PD Primary Site A3983145006956.5268.12
Memphis PD Primary Site B48428177210731779464256145378690.0493.33
Millington Police51421220052198.6699.04
Shelby County Fire Department79231010079799.3799.75
Shelby County Sheriffs Office341529369641910386188.4596.04

Class Of Service - Last full day

Bartlett Police12628138
Collierville Police1120123
Germantown Police2518328
Memphis Fire Primary Site B (Flicker)9182834724417
Memphis PD Primary Site A22
Memphis PD Primary Site B388132593716443872215
Millington Police111214
Shelby County Fire Department111618
Shelby County Sheriffs Office21451365153

Class Of Service - Last full month

Bartlett Police21344179736861069
Bartlett Police Backup1424332
Collierville Police22262195670746878
Germantown Police4013195850737674
Germantown Police Backup41517128
Memphis Fire Primary Site A (Poplar)11
Memphis Fire Primary Site B (Flicker)220111513397681896291911272
Memphis PD Primary Site A211551069
Memphis PD Primary Site B854514624266522856439899962653786
Millington Police262122941141521
Shelby County Fire Department21272546462797
Shelby County Sheriffs Office3816213214232872533861

  • BUSN = Business
  • COIN = Pay phone
  • NONE = No data
  • PBXB = Business PBX
  • RESD = Residential
  • VOIP = Voice over IP
  • WPH2 = Wireless Phase 2
  • WRLS = Wireless Phase 1

Non-Emergency Numbers

For situations that require assistance but are not life-threatening, contact the public safety agency listed below that serves your location.


    • Bartlett Police
    • 901-385-5555

    • Collierville Police
    • 901-853-3207

    • Germantown Police
    • 901-754-7222

    • Memphis Police
    • 901-545-2677

    • Millington Police
    • 901-872-3333


    • Memphis Fire
    • 901-458-8281

    • Shelby County Fire
    • 901-222-8000

Shelby County Sheriff’s Office

    • Shelby County Sheriff
    • 901-379-7625

You may also call 2-1-1 for information on how to contact resources to help you with a wide variety of non-emergency situations, or visit the 2-1-1 website for additional information.

For information on road and traffic conditions in the area, call 5-1-1 or visit the 5-1-1 website.