Statistics
The National Emergency Number Association (NENA) sets multiple standards for all 911 Public Safety Answering Points in the United States. Standard STA020.1-2020 section 2.2.1 sets the standard for the answering of 9-1-1 calls.
2.2 Call taking standards
2.2.1 Standard for answering 9-1-1 Calls
Ninety percent (90%) of all 9-1-1 calls arriving at the Public Safety Answering Point (PSAP)
SHALL be answered within (≤) fifteen (15) seconds. Ninety-five (95%) of all 9-1-1 calls
SHOULD be answered within (≤) twenty (20) seconds.
The application of the standard SHALL begin at the time of Call Arrival and extend to the
time of Call Answer at the point when two-way communication can begin.
The interval between Call Arrival and Call Answer should be evaluated, at a minimum, for
each preceding month using a full month of data. Determining if a PSAP has successfully
met the call interval metric of 90% in 15 seconds (and 95% in 20 seconds), should be
based upon the one-month evaluation. An authority having jurisdiction (AHJ) may measure
this metric on a weekly or daily basis for a more detailed analysis.