One year after Oakland officials announced a $2.5 million initiative to improve the struggling 911 Emergency Call Center, average response times continue to be the longest in California by a significant margin. Current state data reveals that Oakland Police Department takes an average of 50 seconds to answer calls, far exceeding the state standard of 15 seconds.
City leaders, however, view this as a sign of progress. A year ago, the center managed to answer only 36% of its 911 calls within the 15-second benchmark; this figure has now increased to 51%. The California Office of Emergency Services (Cal OES) has indicated that Oakland needs to reach a compliance rate of 90%.
The city received a notice of non-compliance in mid-2023, shortly after an NBC Bay Area Investigative Unit report highlighted that Oakland had the worst 911 response times in the state. The announced investment of $2.5 million aims to extend over two years, with approximately half allocated for hiring additional dispatchers, including a 911 supervisor and mental health therapists. Other planned improvements include upgrading dispatch technology, recruiting operators for non-emergency calls, engaging a consultant, and conducting job fairs.
During a recent press conference, Mayor Thao showcased the ongoing efforts: “We’re doing ongoing hiring and ongoing testing. That was not happening previously. We are providing more mental health support for dispatchers. That wasn’t happening previously.”
Despite these efforts, substantial improvements in call answer times may still take up to another year. Mayor Thao noted that while new operators undergo training, their pairing with seasoned dispatchers creates a temporary slowdown in efficiency, impacting overall response times.
Cal OES has started to enhance its oversight of Oakland’s call center, initiating monthly meetings following the city’s failure to meet the state’s 90% response target within 15 seconds. The deputy director of services expressed confidence that compliance will be achieved by the end of the next year.
For Oakland residents facing long wait times during emergencies, such lengthy training periods can be frustrating. Resident Jennifer Pahlka recounted her experience of attempting to reach emergency services after an intruder broke into her home. Despite her efforts, it took several attempts to connect with a dispatcher, and the police did not arrive until two days later when neighbors alerted them.
Pahlka, who previously served as the U.S. Deputy Chief Technology Officer, reflected on her ordeal, stating, “I think I just really needed to connect with someone. I felt very alone.” Her story has resonated widely, reaching over two million views on social media.
While Pahlka acknowledges the serious flaws in Oakland’s 911 system, she emphasizes the importance of moving beyond outrage to engage in a constructive dialogue about governmental issues. “The lack of willingness to get into the weeds of how our government operates is part of that holding us back,” she said, calling on both leaders and the community to recognize their shared responsibility in addressing these challenges.