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 Police4700000047100100
Collierville Police3900000039100100
Germantown Police3800000038100100
Memphis Fire Primary Site B (Flicker)36012912812341686.5489.42
Memphis PD Primary Site A10000001100100
Memphis PD Primary Site B20417335521690222691.6994.97
Millington Police1700000017100100
Shelby County Fire Department4000000040100100
Shelby County Sheriffs Office153245700018980.9593.65

Answer Times - Last full month

Public Safety Answering Point0-10s11-15s16-20s21-40s41-60s61-120s120s+TotalNENA (%)NFPA (%)
Bartlett Police10201430000103798.3699.71
Collierville Police897201000091897.7199.89
Germantown Police70620000070899.72100
Germantown Police Backup421000004397.67100
Memphis Fire Primary Site B (Flicker)113383571402511532141141256790.2293.06
Memphis PD Primary Site A7324193387016444.5159.15
Memphis PD Primary Site B540473097212238771313660456516182.9487.7
Millington Police53275400054897.0898.36
Shelby County Fire Department66461100067298.8199.7
Shelby County Sheriffs Office35184131281081941419183.9493.8

Class Of Service - Last full day

Bartlett Police31337347
Collierville Police4330239
Germantown Police11330338
Memphis Fire Primary Site B (Flicker)51123731744416
Memphis PD Primary Site A11
Memphis PD Primary Site B33192299215605002226
Millington Police1717
Shelby County Fire Department22133240
Shelby County Sheriffs Office4791645189

Class Of Service - Last full month

Bartlett Police92225114774931037
Collierville Police141213205775151918
Germantown Police55128216650730708
Germantown Police Backup311828243
Memphis Fire Primary Site B (Flicker)2331175532187831012193812567
Memphis PD Primary Site A4212632164
Memphis PD Primary Site B8651101302936772602117471561331065161
Millington Police29242144232548
Shelby County Fire Department15953445456672
Shelby County Sheriffs Office6226114915035972064191

  • 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.