Research Reports / Beyond the Dial Tone: Leveraging Data for Better Understanding of 911 Hang-Up Calls

Beyond the Dial Tone: Leveraging Data for Better Understanding of 911 Hang-Up Calls

This report explores data recording practices of 911 calls, specifically around those calls that are coded as hang ups. Drawing on data in two cities, this report explores what the data tell us about 911 hang-up calls and identifies common limitations that hinder deeper insights. The report concludes with a series of recommendations for 911 data collection initiatives. 

Download the Report

Why It Matters

While it’s difficult to know the full scope of the challenge, current estimates suggest Americans call 911 nearly 240 million times a year and hang-ups make up nearly one-in-three of those calls. Understanding the nature of these calls – whether they are true emergencies or prank calls, for example, will allow for more informed decision-making around emergency response protocols and community needs. 

Key Insights

  1. Police departments across the country prioritize and respond to 911 hang up calls differently. 
  2. Current data collection practices allow us to see key insights into these calls, including the frequency of hang-up calls over time, the location a call originated from, and police response time.
  3. Still, there is limited information to speak to priority influencers. Challenges to data recording practices hinder deeper analysis and underscore the importance of data collection in better understanding call drivers, prioritization, and outcomes.

Recommendations

1. Create spaces for partnership and education.

2. Succinctly track contextual information about 911 calls.

3. Evaluate department practices against national standards.