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 2026 YTD through August, A TIME’s helplines and programs answered 23,683 calls and spent 2,773 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 | 16,543 | 7,858 | 24,401 |
| Rabbinic | 12,232 | 26 | 12,258 |
| Supervision | 8,221 | 3,915 | 12,136 |
| Office | 5,288 | 2,258 | 7,546 |
| Conference | 3,428 | 41 | 3,469 |
| HUG | 1,279 | 386 | 1,665 |
| Reservations | 377 | 12 | 389 |
| Shabbos | 347 | 22 | 369 |
| Fundraising | 343 | 2,621 | 2,964 |
| General | 258 | 36 | 294 |
| Singles | 178 | 1 | 179 |
| Insurance Advocacy | 139 | 7 | 146 |
| Kallahs | 85 | 2 | 87 |
| Kol Chaya | 79 | 0 | 79 |
| Executive | 78 | 122 | 200 |
| Meals | 19 | 0 | 19 |
| Auction | 14 | 2 | 16 |
| Adoption | 13 | 0 | 13 |
| System | 12 | 0 | 12 |
| Florida | 10 | 0 | 10 |
| EarlyMorningRides | 6 | 0 | 6 |
| Post-Hysterectomy | 5 | 0 | 5 |
| Chicago | 5 | 0 | 5 |
| Neshomaleh | 3 | 0 | 3 |
| Division | Answered | Missed | Attempts | Answer % | Talk hrs | Callers | Voicemail | Queue | Direct | Dept |
|---|---|---|---|---|---|---|---|---|---|---|
| Medical | 8,616 | 7,927 | 16,543 | 52.1% | 592 | 4,233 | 6,794 | 7,415 | 9,115 | 13 |
| Rabbinic | 2,089 | 10,143 | 12,232 | 17.1% | 61 | 1,640 | 783 | 0 | 12,232 | 0 |
| Supervision | 4,719 | 3,502 | 8,221 | 57.4% | 199 | 2,231 | 2,698 | 6,272 | 1,549 | 400 |
| Office | 3,261 | 2,027 | 5,288 | 61.7% | 91 | 1,939 | 1,848 | 0 | 5,288 | 0 |
| Conference | 2,980 | 448 | 3,428 | 86.9% | 1,035 | 1,194 | 371 | 3,400 | 28 | 0 |
| HUG | 1,015 | 264 | 1,279 | 79.4% | 68 | 780 | 110 | 369 | 910 | 0 |
| Reservations | 95 | 282 | 377 | 25.2% | 8 | 208 | 282 | 377 | 0 | 0 |
| Shabbos | 112 | 235 | 347 | 32.3% | 6 | 194 | 226 | 265 | 82 | 0 |
| Fundraising | 207 | 136 | 343 | 60.3% | 22 | 144 | 116 | 0 | 343 | 0 |
| General | 170 | 88 | 258 | 65.9% | 6 | 179 | 34 | 16 | 242 | 0 |
| Singles | 96 | 82 | 178 | 53.9% | 4 | 84 | 69 | 178 | 0 | 0 |
| Insurance Advocacy | 138 | 1 | 139 | 99.3% | 8 | 100 | 0 | 0 | 139 | 0 |
| Kallahs | 57 | 28 | 85 | 67.1% | 3 | 65 | 12 | 15 | 70 | 0 |
| Kol Chaya | 48 | 31 | 79 | 60.8% | 0 | 53 | 0 | 0 | 79 | 0 |
| Executive | 36 | 42 | 78 | 46.2% | 2 | 57 | 40 | 0 | 78 | 0 |
| Meals | 5 | 14 | 19 | 26.3% | 0 | 15 | 13 | 19 | 0 | 0 |
| Auction | 9 | 5 | 14 | 64.3% | 0 | 12 | 5 | 0 | 14 | 0 |
| Adoption | 9 | 4 | 13 | 69.2% | 2 | 11 | 2 | 4 | 9 | 0 |
| System | 0 | 12 | 12 | 0.0% | 0 | 12 | 0 | 12 | 0 | 0 |
| Florida | 7 | 3 | 10 | 70.0% | 0 | 8 | 1 | 3 | 0 | 7 |
| EarlyMorningRides | 5 | 1 | 6 | 83.3% | 0 | 6 | 1 | 6 | 0 | 0 |
| Post-Hysterectomy | 3 | 2 | 5 | 60.0% | 0 | 5 | 0 | 0 | 5 | 0 |
| Chicago | 4 | 1 | 5 | 80.0% | 0 | 3 | 1 | 5 | 0 | 0 |
| Neshomaleh | 2 | 1 | 3 | 66.7% | 0 | 2 | 1 | 3 | 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 | 7,858 | 355 |
| Supervision | 3,915 | 99 |
| Fundraising | 2,621 | 130 |
| Office | 2,258 | 62 |
| HUG | 386 | 15 |
| Executive | 122 | 4 |
| Conference | 41 | 1 |
| General | 36 | 1 |
| Rabbinic | 26 | 1 |
| Shabbos | 22 | 1 |
| Reservations | 12 | 0 |
| Insurance Advocacy | 7 | 0 |
| Kallahs | 2 | 0 |
| Auction | 2 | 0 |
| Singles | 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 | 11,685 | 1,915 |
| 845 | Hudson Valley / Rockland | 7,467 | 1,446 |
| 917 | NYC Metro | 6,737 | 1,138 |
| 718 | NYC Metro | 6,075 | 1,181 |
| 929 | NYC Metro | 3,965 | 631 |
| 732 | New Jersey | 2,810 | 599 |
| 848 | New Jersey | 1,635 | 316 |
| 646 | NYC Metro | 1,572 | 349 |
| 516 | Long Island | 1,009 | 216 |
| 908 | New Jersey | 417 | 83 |
| 201 | New Jersey | 410 | 102 |
| 914 | Westchester | 242 | 59 |
| 216 | Cleveland Metro | 239 | 43 |
| 443 | Baltimore / MD | 191 | 36 |
| 514 | — | 173 | 38 |
Every figure is computed from 77,592 call detail records (CDRs) pulled directly from the NetSapiens platform API (v2 /domains/ATIME/cdrs) for the reporting period 2026-01-01 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 (4 of 48,758 compared). Internal calls and the main auto-attendant IVR greeting leg (ext 998, 6,343 legs) are excluded from division metrics; 8.3% 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 98.4% 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.