Austin has established a new office dedicated to overseeing 911 call-takers, with the intention of enhancing emergency response times. However, this initiative has faced skepticism from the city’s leading public safety officials regarding its potential effectiveness. The Austin City Council recently approved the transition of the 911 call-taking system from the Austin Police Department to a standalone office, aiming to address long-standing concerns about response times.
This initiative is part of the city’s extensive $6.6 billion budget and follows years of discussions on improving emergency services in Austin. Advocates, including Council Member Krista Laine, believe this new office will facilitate quicker assistance for individuals who dial 911. Laine, along with five other council members, allocated over $1 million to launch the office and hire four initial staff members.
Despite this support, the chiefs of Austin’s police, fire, and emergency medical services have voiced their opposition to the plan. Mayor Kirk Watson also cast a dissenting vote, asserting that response times have already seen improvement due to efforts to alleviate staffing shortages within public safety departments. “911 response times at our call center have improved significantly since 2023,” Watson stated. “In fact, we now meet the national average, thanks to our APD recruiting initiatives that have reduced long-standing vacancies and boosted employee morale.”
A city audit conducted in 2024 revealed that approximately 77% of 911 calls were answered within 15 seconds, compared to the 90% benchmark recommended by the National Emergency Number Association. During peak periods, such as nights and weekends, this percentage dropped to 50%. However, current improvements in staffing have elevated the response rate to above 90%, according to Austin Police Department Chief Lisa Davis.
Laine argues that further enhancements are essential. “I initiated this because the 911 response in my district — in far North and Northwest Austin — has been a persistent issue,” she explained. Moreover, Laine highlighted that her district experiences complications where calls for assistance are frequently transferred among various law enforcement agencies, including the Austin Police, Round Rock ISD Police Department, and multiple county sheriff’s offices.
She recounted an incident involving a constituent who, after calling 911 about a car accident on FM 620—straddling Travis and Williamson counties—was transferred multiple times between different sheriff’s offices. Council Member Paige Ellis echoed similar concerns regarding her Southwest Austin district, which borders Hays County.
Laine believes that a standalone office could provide an executive-level supervisor to effectively address these issues. As a result, she proposed a resolution during last year’s budget process to investigate this possibility. However, city staff have taken longer than anticipated to deliver their findings, with the report now expected next month. Mayor Watson and public safety officials deem it premature to act before this report is finalized, while Laine insists that Austinites cannot afford further delays.
“This was intended to refocus our efforts on improving conditions for those in our city who have been neglected, where families have faced trauma, and where response times have resulted in loss of life,” Laine stated.
Calls for change have intensified following recent incidents, including the tragic death of 17-year-old Anthoneil Williams II, who was shot by Austin police in Northeast Austin last month. Williams reportedly called 911 to report an armed individual. Officers responding to the call fatally shot him as he reached for his waistband, though he was unarmed. Chief Davis described the incident as a potential “suicide by police,” prompting activists to urge city leaders to enhance coordination for mental health emergencies.
Council Member Mike Siegel emphasized the importance of ensuring the appropriate agency responds to calls. “There is significant concern that we sometimes dispatch police officers to mental health crises,” he noted. “This can exacerbate the situation and pose risks to both the individuals in crisis and the responding officers.”
Siegel argued that creating an independent 911 call system could guarantee that the right agency addresses each situation. “The primary advantage of a standalone office is having a civilian leader focused on best practices and improving operational details,” he explained. “The chief of police has numerous other responsibilities, so establishing a dedicated civilian oversight for 911 ensures it receives the attention it warrants.”
However, public safety officials and other city leaders have expressed reservations. Assistant City Manager Ramón Batista, responsible for overseeing public safety, asserted that improvements are already in progress and warned that forming a separate office could complicate the existing system. He referenced a preliminary report from a consulting team that advised against the separation, stating that the availability and deployment of first responders are central to the challenges faced.
“Introducing another bureaucracy could complicate how calls are processed, from initial intake to the dispatch of police, fire, and EMS personnel,” Batista remarked. Michael Bullock, president of the Austin Police Association, echoed this sentiment, suggesting that disjointed coordination could lead to more complications in the long run.
City Manager T.C. Broadnax reiterated these concerns in a recent memo, highlighting significant legal and administrative challenges that must be addressed before implementing such changes. “There is no established timeline for overcoming these hurdles and establishing a new 911 department,” he stated. Nevertheless, Broadnax indicated his commitment to proceeding with the council’s directive to create the office.
Starting in October, when the new fiscal year commences, Broadnax will begin the search for the inaugural civilian director of the office. He and his team will provide periodic updates to the council as the process evolves.
