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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.)
7.4.1.1 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 Point | 0-10s | 11-15s | 16-20s | 21-40s | 41-60s | 61-120s | 120s+ | Total | NENA (%) | NFPA (%) |
|---|---|---|---|---|---|---|---|---|---|---|
| Bartlett Police | 37 | 0 | 0 | 0 | 0 | 0 | 0 | 37 | 100 | 100 |
| Collierville Police | 36 | 0 | 0 | 0 | 0 | 0 | 0 | 36 | 100 | 100 |
| Germantown Police | 42 | 0 | 0 | 0 | 0 | 0 | 0 | 42 | 100 | 100 |
| Memphis Fire | 375 | 12 | 5 | 4 | 3 | 6 | 2 | 407 | 92.14 | 95.09 |
| Memphis PD Primary Site A | 75 | 3 | 0 | 3 | 1 | 2 | 0 | 84 | 89.29 | 92.86 |
| Memphis PD Primary Site B | 1580 | 68 | 34 | 52 | 16 | 14 | 0 | 1764 | 89.57 | 93.42 |
| Millington Police | 30 | 1 | 0 | 0 | 0 | 0 | 0 | 31 | 96.77 | 100 |
| Shelby County Fire Department | 22 | 0 | 0 | 0 | 0 | 0 | 0 | 22 | 100 | 100 |
| Shelby County Sheriffs Office | 146 | 1 | 0 | 0 | 0 | 0 | 0 | 147 | 99.32 | 100 |
| Total | 2343 | 85 | 39 | 59 | 20 | 22 | 2 | 2570 | 91.17 | 94.47 |
Answer Times - Last full month
| Public Safety Answering Point | 0-10s | 11-15s | 16-20s | 21-40s | 41-60s | 61-120s | 120s+ | Total | NENA (%) | NFPA (%) |
|---|---|---|---|---|---|---|---|---|---|---|
| Bartlett Police | 1170 | 4 | 0 | 1 | 0 | 0 | 0 | 1175 | 99.57 | 99.91 |
| Collierville Police | 1002 | 15 | 6 | 1 | 1 | 0 | 0 | 1025 | 97.76 | 99.22 |
| Collierville Police Backup | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 1 | 100 | 100 |
| Germantown Police | 997 | 6 | 0 | 1 | 0 | 0 | 0 | 1004 | 99.3 | 99.9 |
| Memphis Fire | 10148 | 445 | 213 | 368 | 232 | 320 | 122 | 11848 | 85.65 | 89.41 |
| Memphis PD Primary Site A | 339 | 11 | 11 | 6 | 1 | 2 | 0 | 370 | 91.62 | 94.59 |
| Memphis PD Primary Site B | 51602 | 2656 | 1437 | 2065 | 659 | 377 | 64 | 58860 | 87.67 | 92.18 |
| Millington Police | 463 | 17 | 6 | 3 | 0 | 0 | 0 | 489 | 94.68 | 98.16 |
| Shelby County Fire Department | 661 | 9 | 2 | 3 | 0 | 0 | 0 | 675 | 97.93 | 99.26 |
| Shelby County Sheriffs Office | 4214 | 277 | 43 | 50 | 1 | 0 | 0 | 4585 | 91.91 | 97.95 |
| Total | 70597 | 3440 | 1718 | 2498 | 894 | 699 | 186 | 80032 | 88.21 | 92.51 |
Class Of Service - Last full day
| Public Safety Answering Point | BUSN | NONE | PBXB | RESD | VOIP | WPH2 | WRLS | TOTAL |
|---|---|---|---|---|---|---|---|---|
| Bartlett Police | 6 | 1 | 3 | 2 | 14 | 11 | 37 | |
| Collierville Police | 4 | 1 | 3 | 20 | 8 | 36 | ||
| Germantown Police | 1 | 1 | 7 | 25 | 8 | 42 | ||
| Memphis Fire | 30 | 3 | 18 | 30 | 269 | 57 | 407 | |
| Memphis PD Primary Site A | 10 | 1 | 9 | 5 | 14 | 45 | 84 | |
| Memphis PD Primary Site B | 54 | 4 | 26 | 48 | 92 | 887 | 653 | 1764 |
| Millington Police | 2 | 2 | 13 | 14 | 31 | |||
| Shelby County Fire Department | 4 | 4 | 1 | 13 | 22 | |||
| Shelby County Sheriffs Office | 1 | 3 | 2 | 125 | 16 | 147 | ||
| TOTAL | 112 | 6 | 39 | 79 | 142 | 1380 | 812 | 2570 |
Class Of Service - Last full month
| Public Safety Answering Point | BUSN | CNTX | COIN | LECO | NONE | PBXB | PBXR | RESD | VOIP | WPH2 | WRLS | TOTAL |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Bartlett Police | 98 | 27 | 4 | 81 | 75 | 486 | 404 | 1175 | ||||
| Collierville Police | 47 | 1 | 8 | 36 | 58 | 715 | 160 | 1025 | ||||
| Collierville Police Backup | 1 | 1 | ||||||||||
| Germantown Police | 69 | 3 | 3 | 11 | 47 | 79 | 594 | 198 | 1004 | |||
| Memphis Fire | 466 | 3 | 5 | 208 | 116 | 671 | 804 | 7847 | 1728 | 11848 | ||
| Memphis PD Primary Site A | 34 | 1 | 1 | 12 | 8 | 27 | 81 | 206 | 370 | |||
| Memphis PD Primary Site B | 1596 | 3 | 8 | 3 | 936 | 345 | 1 | 1372 | 2598 | 29783 | 22215 | 58860 |
| Millington Police | 33 | 2 | 34 | 19 | 214 | 187 | 489 | |||||
| Shelby County Fire Department | 46 | 72 | 1 | 66 | 43 | 401 | 46 | 675 | ||||
| Shelby County Sheriffs Office | 100 | 2 | 86 | 6 | 166 | 117 | 3370 | 738 | 4585 | |||
| TOTAL | 2490 | 6 | 14 | 8 | 1336 | 503 | 1 | 2481 | 3820 | 43491 | 25882 | 80032 |
- 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
Meeting Minutes and Agenda
Non-Emergency Numbers
For situations that require assistance but are not life-threatening, contact the public safety agency listed below that serves your location.
Police
- 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
Fire
- 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.