Title
Police Call Data and Response Time Information Requests
Description
This report provides the Public Safety and Justice Subcommittee with information on previously requested items relating to Police Department response times and calls for service data.
THIS ITEM IS FOR INFORMATION ONLY.
Report
Summary
The Phoenix Police Department has been asked to provide information and data regarding patrol response times and call data related to emergency calls including dropped calls (abandoned calls) and call hold times for calendar year 2024.
Response Times
Police response time data measures the time it takes for law enforcement to arrive at the scene after being dispatched. Because the average response times can be disproportionately affected by the inclusion of a small number of calls with extreme times, the median (the midpoint of the frequency distribution) is presented to demonstrate the response time for the majority of calls (see Attachment A).
This data is categorized based on the priority level of the call, which indicates the urgency of the situation:
- Priority 1 Calls: These are high-priority, emergency situations requiring immediate police response. Examples include life-threatening incidents, violent crimes in progress, or serious injuries.
- Priority 2 Calls: These are urgent but not immediately life-threatening situations. They require a prompt response, but there is usually no immediate danger to life. Examples include non-violent crimes in progress or urgent, non-life-threatening injuries.
- Priority 3 Calls: These are low-priority, non-emergency situations. They do not require immediate attention and can be addressed when officers are available. Examples include minor thefts, vandalism, or non-urgent service requests.
Police response time data is dictated by a combination of factors:
- Call Priority: As mentioned earlier, the priority level assigned to a call (Priority 1, 2, or 3) dictates how quickly the police need to respond. Higher priority calls typically receive faster responses.
- Location: Geographic factors such as the distance from the police station to the incident scene, traffic conditions, and road infrastructure affect response times.
- Availability of Units: The number of available police units and their proximity to the incident can significantly impact response times. If units are busy with other calls response times may increase.
- Time of Day: Response times can vary based on the time of day. For example, during peak traffic hours, it might take longer for officers to reach a scene compared to quieter times.
- Resource Allocation: The distribution of resources within the Police Department, such as the number of officers on duty and their areas of patrol, affects response efficiency.
- External Factors: Uncontrollable factors like weather, road conditions, or large public events can influence response times by creating barriers or diversions.
Calls for Service Data
The Phoenix Police Department's Communications Bureau collects data on total calls for service handled by Communications, which includes 911 calls received, Crime Stop calls, outbound calls made by operators (which includes calling back abandoned call, calling a citizen back or calling another department), and calls dispatched (see Attachment B).
Call Hold Time and Abandoned Calls
The reports attached (see Attachment C) show total calls, total answered calls, total abandoned calls and the ring and answer time. It also shows the percentage of time that calls were answered within 15 seconds or less which is the national standard for answer time for 9-1-1 calls.
Per the National Emergency Number Association (NENA), abandoned calls are defined as “a call placed to 9-1-1 in which the caller disconnects before the call can be answered by the PSAP call taker. Note: The Call Taker can still answer the abandoned call which would then show under abandoned and answered." The automatic call back program within the phone system will return calls that citizens immediately hung up on. The citizen will either state they do have an emergency and will be put back into the 9-1-1 queue or state that it was a misdial. If it was a misdial, it will never be routed to an operator. This explains why there is a difference in total calls vs. abandoned calls.
Department
Responsible Department
This item is submitted by Assistant City Manager Lori Bays and the Police Department.