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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 Point0-10s11-15s16-20s21-40s41-60s61-120s120s+TotalNENA (%)NFPA (%)
Bartlett Police2700000027100100
Collierville Police3700000037100100
Germantown Police3100000031100100
Memphis Fire Primary Site B (Flicker)34453731136494.5195.88
Memphis PD Primary Site A0000000000
Memphis PD Primary Site B156744203716162170292.0794.65
Millington Police1400000014100100
Shelby County Fire Department2900000029100100
Shelby County Sheriffs Office0000000000
Total204949234419173220492.9795.19

Answer Times - Last full month

Public Safety Answering Point0-10s11-15s16-20s21-40s41-60s61-120s120s+TotalNENA (%)NFPA (%)
Bartlett Police280000000280100100
Bartlett Police Backup73220000073499.73100
Collierville Police855223300088396.8399.32
Germantown Police7100000071100100
Memphis Fire Primary Site B (Flicker)10904203106186106142891173692.9194.64
Memphis PD Primary Site A0000000000
Memphis PD Primary Site B54074125166912806446202485878691.9894.11
Millington Police57760000058398.97100
Shelby County Fire Department1002200000100499.8100
Shelby County Sheriffs Office3470211716413012384190.3495.83
Total71965169784915337637623497791892.3694.54

Class Of Service - Last full day

Public Safety Answering PointBUSNPBXBRESDVOIPWPH1WPH2TOTAL
Bartlett Police441927
Collierville Police153137
Germantown Police12142331
Memphis Fire Primary Site B (Flicker)232119319364
Memphis PD Primary Site A0
Memphis PD Primary Site B9498422113751702
Millington Police11314
Shelby County Fire Department442129
Shelby County Sheriffs Office0
TOTAL1241811525418012204

Class Of Service - Last full month

Public Safety Answering Point$2WYBUSNMOBLNONEPBXBRESDVOIPWPH1WPH2WRLSTOTAL
Bartlett Police51373622206280
Bartlett Police Backup4910656559734
Collierville Police10188792676883
Germantown Police31212104371
Memphis Fire Primary Site B (Flicker)12314211788548009754111736
Memphis PD Primary Site A0
Memphis PD Primary Site B146089812235923918392469421358786
Millington Police185193531475583
Shelby County Fire Department423506448771004
Shelby County Sheriffs Office133145323415533693841
TOTAL16401512714469538199562629011477918
  • 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.

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.