Behind every number on this page is a person who picked up the phone, and a family who needed someone on the other end. In June 2026, A TIME’s helplines and programs answered 3,412 calls and spent 390 hours listening, guiding, and walking alongside the families who reached out — including those across Cleveland, Ohio.
Every A TIME department rolls up to a Reporting Division — the nine classic helplines plus the organization’s other programs — each with its own callers, rhythms, and specialists. Inbound calls (families reaching out) and outbound calls (staff following up) are shown separately.
| Division | Answered | Missed | Attempts | Answer % | Talk hrs | Callers | Voicemail | Queue | Direct | Dept |
|---|---|---|---|---|---|---|---|---|---|---|
| Medical | 1,199 | 1,211 | 2,410 | 49.8% | 83 | 885 | 1,059 | 1,060 | 1,346 | 4 |
| Rabbinic | 339 | 1,803 | 2,142 | 15.8% | 12 | 358 | 100 | 0 | 2,142 | 0 |
| Supervision | 692 | 542 | 1,234 | 56.1% | 30 | 521 | 438 | 959 | 226 | 49 |
| Office | 507 | 253 | 760 | 66.7% | 14 | 351 | 229 | 0 | 760 | 0 |
| Conference | 366 | 58 | 424 | 86.3% | 130 | 264 | 54 | 422 | 2 | 0 |
| HUG | 166 | 45 | 211 | 78.7% | 11 | 138 | 14 | 50 | 161 | 0 |
| Reservations | 34 | 66 | 100 | 34.0% | 2 | 65 | 66 | 100 | 0 | 0 |
| Shabbos | 13 | 35 | 48 | 27.1% | 1 | 27 | 34 | 36 | 12 | 0 |
| Singles | 24 | 18 | 42 | 57.1% | 1 | 21 | 16 | 42 | 0 | 0 |
| General | 28 | 14 | 42 | 66.7% | 1 | 26 | 6 | 0 | 42 | 0 |
| Fundraising | 12 | 18 | 30 | 40.0% | 0 | 22 | 17 | 0 | 30 | 0 |
| Insurance Advocacy | 18 | 0 | 18 | 100.0% | 1 | 13 | 0 | 0 | 18 | 0 |
| Executive | 4 | 8 | 12 | 33.3% | 0 | 9 | 8 | 0 | 12 | 0 |
| Kol Chaya | 1 | 10 | 11 | 9.1% | 0 | 8 | 0 | 0 | 11 | 0 |
| Kallahs | 6 | 2 | 8 | 75.0% | 0 | 7 | 2 | 0 | 8 | 0 |
| Meals | 1 | 4 | 5 | 20.0% | 0 | 5 | 3 | 5 | 0 | 0 |
| Florida | 0 | 2 | 2 | 0.0% | 0 | 1 | 0 | 2 | 0 | 0 |
| Neshomaleh | 2 | 0 | 2 | 100.0% | 0 | 1 | 0 | 2 | 0 | 0 |
| Adoption | 0 | 1 | 1 | 0.0% | 0 | 1 | 0 | 1 | 0 | 0 |
| System | 0 | 1 | 1 | 0.0% | 0 | 1 | 0 | 1 | 0 | 0 |
Queue, Direct, and Dept show how each inbound attempt was matched to its division (routing queue, staff extension, or the CDR department label) — the three always add up to the attempts column.
| Division | Calls | Talk hrs |
|---|---|---|
| Medical | 1,271 | 63 |
| Supervision | 595 | 14 |
| Office | 311 | 8 |
| Fundraising | 222 | 14 |
| HUG | 119 | 4 |
| Executive | 21 | 0 |
| Reservations | 4 | 0 |
| Shabbos | 4 | 0 |
| General | 4 | 0 |
| Rabbinic | 3 | 0 |
| Conference | 2 | 0 |
The Medical Helpline (MHL) is A TIME’s busiest division. Here is the call volume carried by each case manager this year.
Inbound call volume by day and hour. The quiet Saturday band reflects Shabbos; the helplines come back to life Saturday night.
Inbound calls by region, based on caller area code.
| Area code | Region | Inbound calls | Unique callers |
|---|---|---|---|
| 347 | NYC Metro | 1,769 | 455 |
| 845 | Hudson Valley / Rockland | 1,181 | 337 |
| 917 | NYC Metro | 1,017 | 272 |
| 718 | NYC Metro | 897 | 273 |
| 929 | NYC Metro | 705 | 163 |
| 732 | New Jersey | 321 | 121 |
| 848 | New Jersey | 289 | 77 |
| 646 | NYC Metro | 267 | 76 |
| 516 | Long Island | 134 | 54 |
| 908 | New Jersey | 71 | 21 |
| 201 | New Jersey | 52 | 21 |
| 443 | Baltimore / MD | 40 | 12 |
| 405 | — | 38 | 1 |
| 914 | Westchester | 35 | 16 |
| 973 | New Jersey | 30 | 14 |
For our Cleveland, Ohio-area supporters: here is exactly how A TIME showed up for families across Cleveland–Elyria, OH Metro (Cuyahoga, Geauga, Lake, Lorain, Medina) this year. Area codes 216 and 440 cover Cuyahoga, Geauga, Lake, Lorain, and Medina counties.
| Area code | Coverage | Inbound | Answered | Callers |
|---|---|---|---|---|
| 216 | Cleveland city + inner-ring Cuyahoga suburbs | 22 | 13 | 10 |
| 440 | Outer suburbs / Greater Cleveland (Lake, Geauga, Lorain, Medina) | 5 | 2 | 1 |
| Division | Answered | Missed | Callers | Talk hrs |
|---|---|---|---|---|
| Supervision | 8 | 7 | 4 | 0 |
| Medical | 6 | 5 | 6 | 0 |
| Conference | 1 | 0 | 1 | 1 |
Akron–Canton (330 / 234) is a separate metro and is not included in these figures.
Every figure is computed from 11,291 call detail records (CDRs) pulled directly from the NetSapiens platform API (v2 /domains/ATIME/cdrs) for the reporting period 2026-06-01 to 2026-06-30. Records are pulled in pages of 100 to preserve the full 99-field record (larger page sizes silently strip caller-ID and department fields).
Every department is mapped to exactly one Reporting Division by an authoritative department → division matrix, so each user (including anyone added later) inherits a division through their department. Calls are matched in priority order: (1) the call’s queue / auto-attendant / bridge extension, (2) the direct user extension and its department, (3) the raw CDR department text — all through the same matrix. This assignment agrees with the CDR’s own department labels 100.0% of the time (0 of 7,718 compared). Internal calls and the main auto-attendant IVR greeting leg (ext 998, 861 legs) are excluded from division metrics; 7.8% of all records remain unmapped and are excluded to avoid double-counting.
A call is counted as reaching voicemail when its terminating URI contains VMail or its match URI contains record-vmail. Voicemails occur on unanswered (missed) inbound calls.
Caller phone numbers are extracted from the originating SIP URI (call-orig-from-uri), which yields a usable 10-digit number for 98.2% of inbound calls. The area code is the first three digits. The Cleveland–Elyria metro is defined as area codes 216 and 440; Akron–Canton (330 / 234) is a separate MSA and is excluded.
Answer rate = answered ÷ (answered + missed). Reach rate = unique callers who reached a live person at least once ÷ all unique callers. Talk time uses call-talking-duration-seconds (connected time only, not ring time), reported separately for inbound and outbound calls. Queue / Direct / Dept counts cover inbound attempts only and describe how each attempt was matched to its division; they sum to the attempts column. Hour-of-day and day-of-week are in US/Eastern.
A share of calls are classified from the CDR department text rather than a direct extension match (the handling extension is not always recorded on every call leg); these agree with the extension-based logic where both exist. A small number of callers place calls from numbers that cannot be parsed (~3% of inbound) and are excluded from geography only.