One year after Oakland officials pledged a $2.5 million investment to improve the city’s struggling 911 Emergency Call Center, average response times continue to be the worst in California by a considerable margin. Current state data indicates that with an average answer time of 50 seconds, the Oakland Police Department’s performance is more than three times the state standard of 15 seconds.
City leaders highlight a modest improvement, noting that the percentage of 911 calls answered within the 15-second target rose from 36% last summer to 51% this month. However, Oakland still needs to reach a compliance level of 90%, as mandated by the California Office of Emergency Services (Cal OES). This notice of non-compliance was issued in mid-2023, following reports by the NBC Bay Area Investigative Unit revealing Oakland’s worst 911 response times in the state.
The announced investment is meant to be distributed over two years, with approximately half allocated for hiring more dispatchers, including a 911 supervisor and therapists. Other initiatives include updating 911 dispatch technology, hiring operators for non-emergency calls, consulting services, and hosting recruitment fairs.
At a recent press conference, Mayor Thao outlined ongoing efforts in staffing and mental health support for dispatchers, which she stated were not prioritized before. However, significant improvements in emergency call response times may still take up to another year to materialize as new operators undergo training. Mayor Thao explained that seasoned operators are paired with trainees, which temporarily slows down efficiency as both focus on individual calls. Once trained, they will be able to handle more emergency calls effectively.
CalOES is closely monitoring progress with monthly meetings, especially after Oakland failed to meet the state deadline of answering 90% of calls within the appropriate timeframe. The deputy director of services indicated that compliance with 911 answer time standards is expected by the end of next year.
Residents who have faced long wait times for emergency assistance express frustration over the training timelines. Oakland resident Jennifer Pahlka recounted her experience with a home burglary where she struggled to reach 911. After finally getting through, it still took police two days to respond, only arriving after neighbors called to report the intruder returning.
Pahlka, who previously served as U.S. Deputy Chief Technology Officer during the Obama Administration, reflected on her ordeal, emphasizing a need for connection during a terrifying moment. Her personal account of the incident gained significant attention on social media, sparking discussions about the shortcomings of Oakland’s 911 system.
In an interview, Pahlka noted that while there are many aspects of the situation that are troubling, she believes continual outrage isn’t fruitful. She advocates for a more profound inquiry into how government operates, which she feels is essential for improvement and is a collective responsibility, extending beyond elected officials.