What is the general guideline in a law enforcement PSAP for answering an incoming call?

• A. 5 seconds
• B. 10 seconds
• C. 15 seconds
• D. 20 seconds

Answer: (B)

In a PSAP, getting to the caller quickly is critical because it starts the process of gathering essential details, verifying location, and initiating dispatch. The generally accepted guideline is to answer incoming calls within ten seconds. This target helps ensure you connect with the caller fast enough to reduce distress, prevent information loss from a caller hanging up, and begin triage and response without unnecessary delay. If you try to push for an even faster window, like five seconds, it can be hard to sustain while still greeting the caller and extracting necessary information. Slower targets, such as fifteen or twenty seconds, risk delaying critical help. Many agencies measure Average Speed of Answer and aim for most calls to be answered within about ten seconds, balancing speed with accuracy and proper call handling.