In one year, the average 9-1-1 emergency service dispatcher will answer 2,400 phone calls, many of which will be of life-or-death importance. As call answer time is critical during an emergency, national standards dictate that at least 90% of all 9-1-1 calls should be answered within 15 seconds. Dispatch centers responsible for answering emergency calls, i.e., public safety answering points (PSAPs), are failing to meet this standard, thus increasing wait times for panicked callers.
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