COUNCIL ADOPTS MOTION TO REDUCE 911 CALL WAIT TIMES

For Immediate Release: September 11, 2025

Los Angeles, CA – Today, Council adopted legislation to reform the 911 emergency response system in the City of Los Angeles, as brought forth in a motion introduced earlier this year by Councilmember Nithya Raman, and seconded by Councilmember John Lee. The City is currently experiencing ongoing challenges in its 911 system, resulting in some emergency and non-urgent calls not being answered within an acceptable timeframe. Councilmember Raman’s legislation seeks to improve wait times through several avenues including hiring additional Police Service Representatives (PSRs) dedicated to exclusively handle non-emergency calls and exploring the creation of a separate non-emergency call line. 

Addressing long wait times for 911 calls is extremely important: it can be destabilizing and traumatic when the city does not pick up the phone when you need help, whether in an emergency or for non-urgent issues. State standards mandate that the City answer 90% of all 911 calls within 15 seconds. In Los Angeles, as of 2024, 57% of emergency calls are addressed in 15 seconds or less, and wait times for non-urgent calls are even longer – in extreme cases, up to an hour. 

Due in part to low recruitment for open positions for 911 operators, emergency and non-emergency calls are currently being routed through the same operators. Councilmember Raman’s legislation outlines several options the City should explore to address this issue, including assessing the feasibility of establishing dedicated non-emergency operators within the Los Angeles Police Department’s (LAPD) Communications Division to enhance service efficiency and exploring the creation of a separate, dedicated non-emergency line housed within the city or externally contracted that is tasked with dispatching unarmed crisis response teams, filing reports, and providing other non-emergency assistance.

“Reforming our 911 call system is essential to this city getting serious about public safety,” said Councilmember Nithya Raman. “Non-emergency calls are still calls from people who are feeling unsafe, and we must explore all of our options for improving all 911 call wait times. The City can and must do much more to ensure that Angelenos who need help get what they need.” 

Councilmember Raman’s legislation requests the Chief Legislative Analyst (CLA) and Los Angeles Police Department (LAPD), in consultation with the Mayor’s Office of Community Safety to report back within 30 days with recommendations to improve 911 call times for both emergency and non-emergency calls for service.

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