After yearslong downturn, city 911 response times meet state standard once again
As San Francisco faces more wet weather and windy conditions this week, local leaders say the recent renovation of The City’s 911 dispatch center has improved response times during emergencies and other unexpected circumstances.
Officials with the Department of Emergency Management are monitoring a storm system moving this week through San Francisco. Meteorologists forecast up to 4 inches of rain by Thursday and wind gusts topping 50 miles per hour, with the potential of downing tree branches and snapping power lines. The storms come on the heels of a hectic weekend in which over 130,000 residents lost power following a fire at a PG&E substation near Eighth and Mission streets that damaged equipment. Jackie Thornhill, DEM’s communications manager, says that recent investments in the department’s dispatch system, including recruiting and hiring more employees and the $9 million renovation of the department’s dispatch center completed last year have “further strengthened our preparedness” for responding to emergencies. October marked the first month in nearly four years that the department met the state’s standard of answering 90% of all 911 calls within 15 seconds, while responding to 89% of calls within that timeframe in November. Reaching the 90% threshold was “the result of a multi-year effort” by the department to “improve dispatch recruitment and retention,” Thornhill said, and it represents a turnaround following a yearslong decline in response times after the COVID-19 pandemic. In October 2023, the department hit a post-pandemic low of responding to just 72% of 911 calls within 15 seconds. Thornhill said new employees spend more of their time training once they’re hired, and ramped-up recruitment has increased the size of the applicant pool. September 2024 marked the first time since the pandemic that DEM graduated its first full class of 15 trainees. Thornhill said the department had three full academy classes this year. The dispatch center’s renovation included additional workstations with room to accommodate new hires in the future and an elevated supervisor bridge that provides better sightlines of each dispatcher. Thornhill said both changes have “enhanced operational readiness for significant citywide events.” To continue its improvements Thornhill said DEM is working on modernizing the infrastructure used by 911 dispatchers. The department is installing a computer-aided dispatch system, allowing users to log and prioritize calls based on information like the time of the incident, the location and when first responders arrive at the scene. It is expected to be completed late next year. Ex // Top Stories As first year in office ends, Lurie says SF still has ‘so many challenges’ Lurie savors victories in ‘strong start’ to term, but mayor adds ‘we have to go execute’ Why autonomous vehicles are essential to SF disability community Technology has already made a difference in the lives of San Franciscans living with disabilities, Lana Nieves argues Unwrap fun in The City this week with these 18 events Gift yourself a holiday concert, a classical ballet performance or a Champagne toast this week in The City DEM’s phone system has also been upgraded, moving away from analog devices relying on landlines in favor of those that can receive information from cell towers, two-way radios and other communication technologies. “We’ll keep investing in our people and our tools so 911 is there for everyone who needs it — every call, every shift,” Thornhill said. Local leaders and officials are actively monitoring the effects of a storm system that on Tuesday began moving through Northern and Central California. Heavy rain and strong winds are expected by Wednesday, conditions that PG&E spokesperson Jeff Smith said “could lead to power outages across all of PG&E’s service territory.” In preparation for the storms, Smith said that PG&E has launched a central command facility where employees can address severe weather issues and several temporary operating facilities. The company is also pre-positioning crews throughout the Bay Area “so we can respond quickly and safely,” Smith said. There are currently 5,500 front-line workers, like gas and electric crews, and almost 3,000 tree workers “ready to support restoration efforts,” Smith said. To help residents living in flood-prone areas, the San Francisco Department of Public Works has been providing free sandbags to residents and business owners. Bags are available every day through Saturday from 8 a.m. to 2 p.m. at DPW’s operations yard at the intersection of Marin and Kansas streets. Rachel Gordon, DPW’s director of policy and communications, said the department also has arborist crews on standby to address downed trees and limbs. Street-cleaning teams are also keeping storm drains clear of leaves and litter to mitigate flooding possibilities. Engineers are also on call and ready to respond to hillsides, Gordon said, as are asphalt workers who can address sinkholes.
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