One year after Oakland officials announced a $2.5 million investment aimed at improving the city’s struggling 911 Emergency Call Center, the average response times remain the slowest in California. According to state data, Oakland Police Department’s average answer time stands at 50 seconds, significantly above the state standard of 15 seconds.
City leaders highlight that progress has been made, noting an increase in the percentage of calls answered within the 15-second standard from 36% last year to 51% this month. The goal is to reach 90% compliance, as mandated by the California Office of Emergency Services (Cal OES). The city received a notice of non-compliance from Cal OES in mid-2023, shortly after reports revealed Oakland’s 911 response issues.
The funds from the announced investment are intended to be used over two years, with approximately half allocated for hiring additional dispatchers and staff, including a 911 supervisor and mental health support for dispatchers. Other planned improvements include updating dispatch technology, hiring operators for non-emergency calls, consulting services, and organizing job fairs.
During a recent press conference, Mayor Thao emphasized ongoing hiring efforts and mental health support initiatives for dispatchers, which were previously lacking. However, she acknowledged that substantial improvements in emergency response times may still take another year. The training process for new operators has a timeline of ten to twelve months, with seasoned operators mentoring newcomers, which temporarily reduces the center’s efficiency as both focus on a single call to ensure quality response.
Cal OES has increased scrutiny of the call center, instituting monthly meetings as Oakland missed its deadline to respond to 90% of calls within 15 seconds. The deputy director of services has indicated compliance with state guidelines should be achievable by the end of next year.
For Oakland residents facing lengthy wait times in emergencies, the training timeline provokes frustration. One resident, Jennifer Pahlka, shared her distressing experience when she encountered a burglar in her home. Despite calling 911 multiple times, she faced delays before police eventually responded two days later, responding only after neighbors alerted them to the intruder’s return.
Pahlka, who once served as Deputy Chief Technology Officer for the Obama Administration, reflected on her experience, emphasizing the importance of connecting with someone in a crisis. She expressed her desire for deeper inquiry into the failures of Oakland’s 911 system rather than mere outrage, stressing that the responsibility for improvement lies with both elected officials and the community.