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IndicatorMeasure #100717836Value #104033166

EMERGENCY CALL VOLUME

Total number of 9-1-1 and emergency telephone calls

A complete source packet for this Performance Portland measure: current value, official scale, history, narrative notes, context, and links.

1

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Use the latest official value and current trend as the first read.

2

Check why it matters

The Bureau of Emergency Communications (BOEC) answers and dispatches for all of Multnomah County.

3

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Continue to the chart, official notes, topic links, source URLs, and full history table.

History

Official values

This chart uses the official actual values cached from ClearImpact. The latest point is highlighted; the table below preserves every raw row.

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Latest

698,823

FY 2024 - 25

First shown

524,455

FY 2015 - 16

Change shown

174,368

Within visible history

-88,695.2140,434.1369,563.5598,692.9827,822.2FY 16524,455FY 17FY 18FY 19FY 20FY 21FY 22FY 23FY 24FY 25698,823X-axis: reporting period. Y-axis: official actual value.

Full source history

Every cached ClearImpact row for this measure.

PeriodActualTargetTrend
FY 2024 - 25698,823—-1
FY 2023 - 24704,328—-1
FY 2022 - 23739,127—1
FY 2021 - 22731,908—1
FY 2020 - 21662,038—1
FY 2019 - 20599,441—-1
FY 2018 - 19618,835—1
FY 2017 - 18530,564—-1
FY 2016 - 17536,521—1
FY 2015 - 16524,455—0

Narrative Tabs

Official Performance Portland notes

Why Is This Important?

The Bureau of Emergency Communications (BOEC) answers and dispatches for all of Multnomah County. BOEC maintains the drive to meet and exceed national performance standards. The National Emergency Number Association (NENA) sets the standard for public safety answering points (PSAPs). The standard states, “90% of all 911 calls shall be answered within fifteen seconds. 95% of all 911 calls should be answered within 20 seconds.” Compared to primary public safety answering points (PSAPs), which serve a similar population (such as Seattle, Kansas City, and Sacramento Police), BOEC processes a very high call volume. To answer calls more quickly, BOEC makes procedural adjustments based on analyzing call answering and processing statistics. A highly customized Operations Staff Scheduling and Performance Analysis System aids in efficient staffing and identifying staffing gaps.

What Do The Numbers Show?

The numbers show the total count of inbound calls received from FY 2017-18 to the most recent data in FY 2024-25. The data reveals a spike in FY 2022-23, when 739,127 inbound calls were processed. However, the call volume declined in FY 2023-24, with only 704,328 calls. The most recent data for FY 2024-25 shows further decline, with 698,823 inbound calls. 9-1-1 is a barometer of the condition of a community. This metric tells us that our community has faced a number of challenges in recent years and we at BOEC experience that firsthand. One caveat to consider with this metric is human behavior. When an emergency such as a traffic crash occurs, the 9-1-1 center receives multiple calls. For that reason, we may have an increase in the number of seconds callers are waiting in the 9-1-1 queue. This may be one of the reasons we have multiple number of caller-disconnected calls. Caller-disconnected calls are tracked and called back by an automated callback system or by a call taker. However, a caller may choose to disconnect and call the 9-1-1 line back, which also increases the call volume. BOEC uses Language Link for 911 and non-emergency, over-the-phone interpretation services. Language Link is available 24/7, connects within seconds, and provides a state-of-the-art call center with high-quality interpreters. They offer interpreters for more than 240 languages and dialects. If you or someone you know does not speak English, they can dial 9-1-1 (or the non-emergency line) and say the language they speak. If they are able to say in English the type of help they need (Police, Fire, Medical, Portland Street Response) and the address, the call taker can start emergency responders while the conference call with the interpreter connects.

How Did We Arrive at These Numbers?

The total is the sum of all inbound Emergency line telephone calls.