One year after Oakland officials pledged a $2.5 million investment to improve the city’s struggling 911 Emergency Call Center, average answer times remain significantly behind the rest of California. Currently, the Oakland Police Department (PD) averages 50 seconds to answer calls, well over three times the state standard of 15 seconds.
While state data shows the situation has not dramatically improved, city leaders argue there has been progress. Last summer, the call center managed to answer just 36% of its calls within the California standard, but as of this month, that figure has risen to 51%. To meet state guidelines, Oakland needs to reach a compliance rate of 90%, as mandated by the California Office of Emergency Services (Cal OES).
In mid-2023, the city received a notice of non-compliance from Cal OES shortly after investigative reports highlighted Oakland as having the longest 911 response times in California. The investment announced in September is intended to cover initiatives over two years, with about half of the funds allocated for hiring additional dispatchers, including a 911 supervisor and mental health professionals. Other plans include upgrading dispatch technology, recruiting more staff to handle non-emergency calls, engaging a consulting firm, and organizing job fairs.
During a recent press conference, Mayor Thao emphasized the city’s ongoing hiring and support 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,” she stated.
However, substantial improvements in response times may still be a year away. Mayor Thao outlined a timeline of ten to twelve months for training new operators, during which seasoned staff will mentor newcomers, temporarily reducing the call center’s efficiency as both staff focus on individual calls. As they complete their training, the capacity for answering calls is expected to increase.
Cal OES has intensified its oversight of the call center with monthly meetings following Oakland’s failure to meet the deadline of answering 90% of calls within the stipulated time. The city’s deputy director of services expressed optimism that 911 answer times would be compliant by the end of next year.
This ongoing situation has prompted frustration among Oakland residents, particularly those who have faced long wait times during emergencies. Jennifer Pahlka, an Oakland resident, recounted her experience after someone broke into her house while she was on a call. She attempted to reach 911 but encountered lengthy hold times. After finally getting through, she faced an additional wait of two days for police to respond.
Pahlka, who previously served as U.S. Deputy Chief Technology Officer under the Obama Administration, expressed concern about the lengthy training process for new 911 responders and advocated for a deeper examination of the systemic issues affecting Oakland’s emergency services. “I think that our collective response shouldn’t just be outrage. If we aren’t willing to dive into how our government operates, we will remain stuck,” she concluded.