I work 12 hour shifts doing 911 calltaking overnight. Call volume fluctuates wildly, as do the length of my calls. I’ve had nights where our supervisors get nervous that the phones aren’t ringing and start doing test calls to make sure everything is working right, and I’ve had nights where the phone never seems to stop. On average I probably handle in the ballpark of 100 calls a night to make it a nice round number.

In a perfect world, I could handle each of those calls in probably about 2 minutes or less if every caller is calm and cooperative, prepared to answer all of my questions, and the situation isn’t actively evolving while I’m on the phone, but that’s not always the case, I’ve had some extreme outliers I’ve been on with for over an hour, I have some that are less than a minute, and everything in between, so with no real data to back it up I’m going to say it averages to about 5 minutes a call to keep the math easy.

So about 500 minutes of actually being on the phone, or 8⅓ hours.

That actually sounds a bit high to me, I probably went a little high on both of my guestimates, but that’s probably pretty close when I figure in the other little stuff I have to do besides actually taking calls, re-listening to calls, adding additional notes once the call has ended, email, going over my QA reviews, training stuff, etc.

But except for the outliers when we get really busy, that’s mostly broken up pretty well. I usually get at least a couple minutes between calls, I get a few minutes to mess around on my cell phone, do some reading, and when things die down later at night I can even bust out my switch and game a little between calls. My agency doesn’t really care what we do between calls as long as we’re not being disruptive and can put it down when the phone rings.