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 Police2900000029100100
Collierville Police3000000030100100
Germantown Police2900000029100100
Memphis Fire Primary Site B (Flicker)348753481238789.9291.73
Memphis PD Primary Site A101000025050
Memphis PD Primary Site B17734316301960188793.9696.24
Millington Police90000009100100
Shelby County Fire Department2600000026100100
Shelby County Sheriffs Office857110009490.4397.87

Answer Times - Last full month

Public Safety Answering Point0-10s11-15s16-20s21-40s41-60s61-120s120s+TotalNENA (%)NFPA (%)
Bartlett Police994420000100099.499.8
Collierville Police939165200096297.6199.27
Germantown Police92330324093598.7299.04
Germantown Police Backup1000000010100100
Memphis Fire Primary Site B (Flicker)108293431432541712471091209689.5392.36
Memphis PD Primary Site A46109191008554.1265.88
Memphis PD Primary Site B4936515861078197355924785481690.0692.95
Millington Police44401520045298.2398.23
Shelby County Fire Department1013100000101499.9100
Shelby County Sheriffs Office5861343881062145642891.1896.52

Class Of Service - Last full day

Bartlett Police323329
Collierville Police1127130
Germantown Police132529
Memphis Fire Primary Site B (Flicker)51111830943387
Memphis PD Primary Site A22
Memphis PD Primary Site B191421461313114721887
Millington Police12429
Shelby County Fire Department531826
Shelby County Sheriffs Office6578594

Class Of Service - Last full month

Bartlett Police97401107261081000
Collierville Police10123287875288962
Germantown Police35323410867479935
Germantown Police Backup9110
Memphis Fire Primary Site B (Flicker)2121134632286649361127112096
Memphis PD Primary Site A111602285
Memphis PD Primary Site B801312159234707242650385351188954816
Millington Police1924182034427452
Shelby County Fire Department2273646778261014
Shelby County Sheriffs Office34264514515931972486428

  • 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.