Atlanta Strengthens Emergency Response Through Dispatch Updates and Caller Guidance

The City of Atlanta has reduced emergency call answer times in half since May 2024, with the average caller now waiting only 6.25 seconds before a dispatcher responds.

Response Time Improvements

Atlanta’s 911 center reached 84 percent of calls answered within 20 seconds during 2024, an increase from 71 percent the prior year. These changes bring operations closer to the industry target of 95 percent. The reductions in wait times reflect operational adjustments at the E-911 center that prioritize faster connections for residents.

New Medical Dispatch Protocol

Atlanta E-911 launched an Emergency Medical Dispatch protocol that equips trained call takers to provide lifesaving medical instructions such as CPR and the Heimlich maneuver over the phone while first responders are en route. This step allows immediate assistance to begin even before units arrive at the scene.

Handling Non-Emergency Calls

About 60 percent of 911 calls in Atlanta involve non-emergencies. The city directs residents to ATL311 for matters including noise complaints, potholes, and abandoned vehicles. Shifting these reports away from the emergency line helps keep dispatchers available for urgent situations.

System Resilience

During a Verizon wireless outage, Atlanta’s E-911 system remained fully operational. Residents could still reach emergency services through the web portal at atlantaga.gov/request-dispatch or by using Text-to-911. These alternatives maintained access when standard phone service faced disruption.

City communications continue to encourage the use of ATL311 for appropriate issues and the listed backup contact methods during any future service interruptions. Residents are advised to review the official city resources for current guidance on when to call 911 versus ATL311.