Abandoned Calls
Abandoned calls are 911 calls that go unanswered. All Public Safety
Answering Points (PSAP) experience abandoned calls. They occur at peak
times when the call volume exceeds the number of call takers that are
available. However, these are a concern and should be monitored and
mitigated. As the chart above reflects the number of abandoned calls has
decreased over the past three years. This can be attributed to the
installation of a new 911 phone solution in 2018 as well as the attentive-
ness and sense of urgency exhibited by dispatch personnel. In 2019 two ad-
ditional full-time dispatcher positions were added. Continuing the mainte-
nance of effort in obtaining the needed personnel will serve to continue
the trend in the decrease of abandoned calls.