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 August 2026, A TIME’s helplines and programs answered 2,752 calls and spent 301 hours listening, guiding, and walking alongside the families who reached out.
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 | 1,963 | 878 | 2,841 |
| Rabbinic | 1,579 | 2 | 1,581 |
| Supervision | 1,126 | 467 | 1,593 |
| Office | 702 | 318 | 1,020 |
| Conference | 365 | 4 | 369 |
| HUG | 144 | 4 | 148 |
| Shabbos | 50 | 0 | 50 |
| Reservations | 40 | 5 | 45 |
| General | 34 | 8 | 42 |
| Insurance Advocacy | 17 | 2 | 19 |
| Kallahs | 13 | 0 | 13 |
| Singles | 13 | 0 | 13 |
| Fundraising | 13 | 298 | 311 |
| Executive | 8 | 37 | 45 |
| Kol Chaya | 5 | 0 | 5 |
| Florida | 3 | 0 | 3 |
| Post-Hysterectomy | 2 | 0 | 2 |
| Auction | 2 | 0 | 2 |
| EarlyMorningRides | 1 | 0 | 1 |
| Meals | 1 | 0 | 1 |
| System | 1 | 0 | 1 |
| Division | Answered | Missed | Attempts | Answer % | Talk hrs | Callers | Voicemail | Queue | Direct | Dept |
|---|---|---|---|---|---|---|---|---|---|---|
| Medical | 1,082 | 881 | 1,963 | 55.1% | 69 | 739 | 738 | 879 | 1,081 | 3 |
| Rabbinic | 170 | 1,409 | 1,579 | 10.8% | 6 | 285 | 111 | 0 | 1,579 | 0 |
| Supervision | 542 | 584 | 1,126 | 48.1% | 26 | 485 | 446 | 870 | 174 | 82 |
| Office | 418 | 284 | 702 | 59.5% | 13 | 326 | 263 | 0 | 702 | 0 |
| Conference | 334 | 31 | 365 | 91.5% | 106 | 219 | 30 | 364 | 1 | 0 |
| HUG | 113 | 31 | 144 | 78.5% | 6 | 103 | 18 | 48 | 96 | 0 |
| Shabbos | 20 | 30 | 50 | 40.0% | 1 | 31 | 29 | 32 | 18 | 0 |
| Reservations | 4 | 36 | 40 | 10.0% | 1 | 31 | 36 | 40 | 0 | 0 |
| General | 21 | 13 | 34 | 61.8% | 1 | 29 | 5 | 1 | 33 | 0 |
| Insurance Advocacy | 17 | 0 | 17 | 100.0% | 1 | 12 | 0 | 0 | 17 | 0 |
| Kallahs | 10 | 3 | 13 | 76.9% | 0 | 12 | 0 | 3 | 10 | 0 |
| Singles | 5 | 8 | 13 | 38.5% | 0 | 11 | 6 | 13 | 0 | 0 |
| Fundraising | 5 | 8 | 13 | 38.5% | 0 | 12 | 7 | 0 | 13 | 0 |
| Executive | 4 | 4 | 8 | 50.0% | 0 | 7 | 4 | 0 | 8 | 0 |
| Kol Chaya | 0 | 5 | 5 | 0.0% | 0 | 4 | 0 | 0 | 5 | 0 |
| Florida | 3 | 0 | 3 | 100.0% | 0 | 2 | 0 | 0 | 0 | 3 |
| Post-Hysterectomy | 1 | 1 | 2 | 50.0% | 0 | 2 | 0 | 0 | 2 | 0 |
| Auction | 1 | 1 | 2 | 50.0% | 0 | 2 | 1 | 0 | 2 | 0 |
| EarlyMorningRides | 1 | 0 | 1 | 100.0% | 0 | 1 | 0 | 1 | 0 | 0 |
| Meals | 1 | 0 | 1 | 100.0% | 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 | 878 | 40 |
| Supervision | 467 | 12 |
| Office | 318 | 11 |
| Fundraising | 298 | 5 |
| Executive | 37 | 1 |
| General | 8 | 0 |
| Reservations | 5 | 0 |
| Conference | 4 | 0 |
| HUG | 4 | 0 |
| Rabbinic | 2 | 0 |
| Insurance Advocacy | 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 | 1,507 | 406 |
| 845 | Hudson Valley / Rockland | 950 | 304 |
| 917 | NYC Metro | 803 | 204 |
| 718 | NYC Metro | 628 | 183 |
| 929 | NYC Metro | 466 | 134 |
| 732 | New Jersey | 449 | 129 |
| 848 | New Jersey | 223 | 78 |
| 646 | NYC Metro | 197 | 70 |
| 516 | Long Island | 105 | 33 |
| 908 | New Jersey | 76 | 23 |
| 914 | Westchester | 51 | 10 |
| 201 | New Jersey | 44 | 18 |
| 216 | Cleveland Metro | 32 | 13 |
| 973 | New Jersey | 31 | 6 |
| 818 | — | 27 | 5 |
Every figure is computed from 11,409 call detail records (CDRs) pulled directly from the NetSapiens platform API (v2 /domains/ATIME/cdrs) for the reporting period 2026-08-01 to 2026-08-31. 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 6,176 compared). Internal calls and the main auto-attendant IVR greeting leg (ext 998, 895 legs) are excluded from division metrics; 8.2% 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 98.9% 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.