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 July 2026, A TIME’s helplines and programs answered 3,174 calls and spent 365 hours listening, guiding, and walking alongside the families who reached out — including those across New York City.
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 | Total In | Total Out | Grand Total |
|---|---|---|---|
| Medical | 2,271 | 1,089 | 3,360 |
| Rabbinic | 2,270 | 4 | 2,274 |
| Supervision | 1,135 | 438 | 1,573 |
| Office | 683 | 208 | 891 |
| Conference | 392 | 5 | 397 |
| HUG | 166 | 58 | 224 |
| General | 51 | 18 | 69 |
| Shabbos | 39 | 3 | 42 |
| Fundraising | 23 | 158 | 181 |
| Executive | 21 | 13 | 34 |
| Insurance Advocacy | 17 | 0 | 17 |
| Kallahs | 15 | 1 | 16 |
| Kol Chaya | 14 | 0 | 14 |
| Meals | 9 | 0 | 9 |
| Singles | 7 | 0 | 7 |
| Florida | 4 | 0 | 4 |
| Adoption | 2 | 0 | 2 |
| Auction | 2 | 0 | 2 |
| Post-Hysterectomy | 1 | 0 | 1 |
| Neshomaleh | 1 | 0 | 1 |
| System | 1 | 0 | 1 |
| Division | Answered | Missed | Attempts | Answer % | Talk hrs | Callers | Voicemail | Queue | Direct | Dept |
|---|---|---|---|---|---|---|---|---|---|---|
| Medical | 1,184 | 1,087 | 2,271 | 52.1% | 78 | 766 | 939 | 991 | 1,279 | 1 |
| Rabbinic | 289 | 1,981 | 2,270 | 12.7% | 11 | 363 | 101 | 0 | 2,270 | 0 |
| Supervision | 689 | 446 | 1,135 | 60.7% | 28 | 491 | 335 | 855 | 235 | 45 |
| Office | 422 | 261 | 683 | 61.8% | 11 | 290 | 244 | 0 | 683 | 0 |
| Conference | 362 | 30 | 392 | 92.3% | 149 | 240 | 29 | 391 | 1 | 0 |
| HUG | 136 | 30 | 166 | 81.9% | 10 | 103 | 8 | 43 | 123 | 0 |
| General | 28 | 23 | 51 | 54.9% | 1 | 33 | 8 | 4 | 47 | 0 |
| Shabbos | 10 | 29 | 39 | 25.6% | 0 | 23 | 25 | 33 | 6 | 0 |
| Fundraising | 9 | 14 | 23 | 39.1% | 0 | 13 | 9 | 0 | 23 | 0 |
| Executive | 7 | 14 | 21 | 33.3% | 0 | 11 | 12 | 0 | 21 | 0 |
| Insurance Advocacy | 17 | 0 | 17 | 100.0% | 1 | 14 | 0 | 0 | 17 | 0 |
| Kallahs | 11 | 4 | 15 | 73.3% | 0 | 10 | 4 | 1 | 14 | 0 |
| Kol Chaya | 0 | 14 | 14 | 0.0% | 0 | 8 | 0 | 0 | 14 | 0 |
| Meals | 1 | 8 | 9 | 11.1% | 0 | 6 | 8 | 9 | 0 | 0 |
| Singles | 1 | 6 | 7 | 14.3% | 0 | 6 | 5 | 7 | 0 | 0 |
| Florida | 4 | 0 | 4 | 100.0% | 0 | 4 | 0 | 0 | 0 | 4 |
| Adoption | 2 | 0 | 2 | 100.0% | 2 | 2 | 0 | 0 | 2 | 0 |
| Auction | 2 | 0 | 2 | 100.0% | 0 | 2 | 0 | 0 | 2 | 0 |
| Post-Hysterectomy | 0 | 1 | 1 | 0.0% | 0 | 1 | 0 | 0 | 1 | 0 |
| Neshomaleh | 0 | 1 | 1 | 0.0% | 0 | 1 | 1 | 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 | 1,089 | 48 |
| Supervision | 438 | 10 |
| Office | 208 | 7 |
| Fundraising | 158 | 5 |
| HUG | 58 | 2 |
| General | 18 | 0 |
| Executive | 13 | 1 |
| Conference | 5 | 0 |
| Rabbinic | 4 | 0 |
| Shabbos | 3 | 0 |
| Kallahs | 1 | 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 | 1,926 | 424 |
| 917 | NYC Metro | 1,074 | 260 |
| 845 | Hudson Valley / Rockland | 1,055 | 318 |
| 718 | NYC Metro | 803 | 210 |
| 929 | NYC Metro | 529 | 141 |
| 732 | New Jersey | 345 | 114 |
| 646 | NYC Metro | 222 | 58 |
| 848 | New Jersey | 204 | 61 |
| 516 | Long Island | 102 | 30 |
| 201 | New Jersey | 60 | 19 |
| 908 | New Jersey | 56 | 22 |
| 410 | Baltimore / MD | 46 | 13 |
| 514 | — | 32 | 9 |
| 914 | Westchester | 30 | 9 |
| 617 | Boston | 27 | 2 |
For our New York City-area supporters: here is exactly how A TIME showed up for families across New York City — the five boroughs this year. Area codes 347 and 917 and 718 and 929 and 646 and 212 and 332 cover Manhattan, Brooklyn, Queens, the Bronx, and Staten Island.
| Area code | Coverage | Inbound | Answered | Callers |
|---|---|---|---|---|
| 347 | Brooklyn / Queens / Bronx / SI | 1,926 | 809 | 424 |
| 917 | NYC mobile (all boroughs) | 1,074 | 452 | 260 |
| 718 | Brooklyn / Queens / Bronx / SI | 803 | 305 | 210 |
| 929 | Brooklyn / Queens / Bronx / SI | 529 | 226 | 141 |
| 646 | Manhattan | 222 | 88 | 58 |
| 212 | Manhattan | 4 | 3 | 3 |
| 332 | Manhattan | 0 | 0 | 0 |
| Division | Answered | Missed | Callers | Talk hrs |
|---|---|---|---|---|
| Rabbinic | 196 | 1,523 | 263 | 9 |
| Medical | 770 | 704 | 481 | 51 |
| Supervision | 389 | 241 | 260 | 16 |
| Office | 220 | 129 | 162 | 6 |
| Conference | 186 | 9 | 109 | 63 |
| HUG | 77 | 18 | 58 | 4 |
| Shabbos | 7 | 24 | 16 | 0 |
| General | 12 | 8 | 13 | 1 |
| Kallahs | 6 | 2 | 4 | 0 |
| Insurance Advocacy | 8 | 0 | 7 | 0 |
| Executive | 3 | 5 | 4 | 0 |
| Fundraising | 5 | 2 | 6 | 0 |
| Singles | 1 | 4 | 4 | 0 |
| Meals | 0 | 3 | 3 | 0 |
| Adoption | 2 | 0 | 2 | 2 |
| Kol Chaya | 0 | 2 | 2 | 0 |
| Post-Hysterectomy | 0 | 1 | 1 | 0 |
| Florida | 1 | 0 | 1 | 0 |
Five-borough area codes only; Long Island (516/631), Westchester (914), and Rockland/Hudson Valley (845) are reported separately in the regional rollup.
Every figure is computed from 10,668 call detail records (CDRs) pulled directly from the NetSapiens platform API (v2 /domains/ATIME/cdrs) for the reporting period 2026-07-01 to 2026-07-31. 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 (2 of 7,333 compared). Internal calls and the main auto-attendant IVR greeting leg (ext 998, 785 legs) are excluded from division metrics; 7.5% 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 98.5% 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.