Kansas City hold times for emergency calls hit record wait for 2024

KANSAS CITY, Mo. (KCTV) - It’s a Kansas City reality. If you call 911 in an emergency, you’ll likely experience being placed on hold.

It’s a shocking reality for families in a medical emergency or victims of crime.

Newly released data revealed the average hold time is now 53 seconds, completely outside nationwide standards.

The best month in 2024 was February. September represents the worst.

In September, one day had an average wait time of 1:31. Nine days in total topped a full minute wait.

Crisis

Mayor Quinton Lucas referred to the 911 hold time problem as a “crisis” and recently shared the story of a family needing emergency help during a home delivery. The family called 911 three separate times and were placed on hold each time.

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The mayor himself stepped forward with his own personal story of a long hold time in a medical emergency involving his own mother.

Mayor Pro Tem Ryana Parks-Shaw has also shared how the long 911 wait times have personally impacted her cousin.

There is a new plan to unify KCFD and KCPD 911 under one roof to hopefully help with delays.

The plan passed on Sept. 26.

City Manager Brian Platt will take the idea to the Police Board of Commissioners. He’ll report back to the mayor and city council within 45 days.

What to do if you call 911

There’s little you can do if you call 911 and hear that recorded message.

It advises you to sit on hold and your call will be answered by the next available call taker.

Hanging up and calling back simply moves a person to the back of the queue.

ALSO READ: Kansas City Council agrees with mayor, passes ordinance pushing to unify 911 dispatch centers

Families have shared stories of giving up on 911 and running to firehouses or driving young children with medical emergencies to the hospital themselves.

KCPD reported there are 25 open positions out of 95 total positions.

Thirteen people are currently being trained but more help is needed.

“We are always looking for those who want to serve their city. It is a challenging yet rewarding career opportunity, where you are truly the first responders anytime a citizen calls 911. There is a $2,500 hiring bonus currently offered for all professional staff positions,“ said police spokesperson Sgt. Phil DiMartino.

For more reports on 911 wait times, click here.

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