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 July, A TIME’s helplines and programs answered 20,931 calls and spent 2,473 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 | Total In | Total Out | Grand Total |
|---|---|---|---|
| Medical | 14,580 | 6,980 | 21,560 |
| Rabbinic | 10,653 | 24 | 10,677 |
| Supervision | 7,095 | 3,448 | 10,543 |
| Office | 4,586 | 1,940 | 6,526 |
| Conference | 3,063 | 37 | 3,100 |
| HUG | 1,135 | 382 | 1,517 |
| Reservations | 337 | 7 | 344 |
| Fundraising | 330 | 2,323 | 2,653 |
| Shabbos | 297 | 22 | 319 |
| General | 224 | 28 | 252 |
| Singles | 165 | 1 | 166 |
| Insurance Advocacy | 122 | 5 | 127 |
| Kol Chaya | 74 | 0 | 74 |
| Kallahs | 72 | 2 | 74 |
| Executive | 70 | 85 | 155 |
| Meals | 18 | 0 | 18 |
| Adoption | 13 | 0 | 13 |
| Auction | 12 | 2 | 14 |
| System | 11 | 0 | 11 |
| Florida | 7 | 0 | 7 |
| Chicago | 5 | 0 | 5 |
| EarlyMorningRides | 5 | 0 | 5 |
| Post-Hysterectomy | 3 | 0 | 3 |
| Neshomaleh | 3 | 0 | 3 |
| Division | Answered | Missed | Attempts | Answer % | Talk hrs | Callers | Voicemail | Queue | Direct | Dept |
|---|---|---|---|---|---|---|---|---|---|---|
| Medical | 7,534 | 7,046 | 14,580 | 51.7% | 523 | 3,844 | 6,056 | 6,536 | 8,034 | 10 |
| Rabbinic | 1,919 | 8,734 | 10,653 | 18.0% | 55 | 1,505 | 672 | 0 | 10,653 | 0 |
| Supervision | 4,177 | 2,918 | 7,095 | 58.9% | 173 | 2,015 | 2,252 | 5,402 | 1,375 | 318 |
| Office | 2,843 | 1,743 | 4,586 | 62.0% | 78 | 1,728 | 1,585 | 0 | 4,586 | 0 |
| Conference | 2,646 | 417 | 3,063 | 86.4% | 928 | 1,100 | 341 | 3,036 | 27 | 0 |
| HUG | 902 | 233 | 1,135 | 79.5% | 62 | 685 | 92 | 321 | 814 | 0 |
| Reservations | 91 | 246 | 337 | 27.0% | 7 | 188 | 246 | 337 | 0 | 0 |
| Fundraising | 202 | 128 | 330 | 61.2% | 22 | 134 | 109 | 0 | 330 | 0 |
| Shabbos | 92 | 205 | 297 | 31.0% | 5 | 170 | 197 | 233 | 64 | 0 |
| General | 149 | 75 | 224 | 66.5% | 5 | 152 | 29 | 15 | 209 | 0 |
| Singles | 91 | 74 | 165 | 55.2% | 4 | 76 | 63 | 165 | 0 | 0 |
| Insurance Advocacy | 121 | 1 | 122 | 99.2% | 6 | 88 | 0 | 0 | 122 | 0 |
| Kol Chaya | 48 | 26 | 74 | 64.9% | 0 | 51 | 0 | 0 | 74 | 0 |
| Kallahs | 47 | 25 | 72 | 65.3% | 2 | 53 | 12 | 12 | 60 | 0 |
| Executive | 32 | 38 | 70 | 45.7% | 2 | 51 | 36 | 0 | 70 | 0 |
| Meals | 4 | 14 | 18 | 22.2% | 0 | 14 | 13 | 18 | 0 | 0 |
| Adoption | 9 | 4 | 13 | 69.2% | 2 | 11 | 2 | 4 | 9 | 0 |
| Auction | 8 | 4 | 12 | 66.7% | 0 | 10 | 4 | 0 | 12 | 0 |
| System | 0 | 11 | 11 | 0.0% | 0 | 11 | 0 | 11 | 0 | 0 |
| Florida | 4 | 3 | 7 | 57.1% | 0 | 6 | 1 | 3 | 0 | 4 |
| Chicago | 4 | 1 | 5 | 80.0% | 0 | 3 | 1 | 5 | 0 | 0 |
| EarlyMorningRides | 4 | 1 | 5 | 80.0% | 0 | 5 | 1 | 5 | 0 | 0 |
| Post-Hysterectomy | 2 | 1 | 3 | 66.7% | 0 | 3 | 0 | 0 | 3 | 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 | 6,980 | 314 |
| Supervision | 3,448 | 87 |
| Fundraising | 2,323 | 125 |
| Office | 1,940 | 50 |
| HUG | 382 | 15 |
| Executive | 85 | 3 |
| Conference | 37 | 1 |
| General | 28 | 1 |
| Rabbinic | 24 | 1 |
| Shabbos | 22 | 1 |
| Reservations | 7 | 0 |
| Insurance Advocacy | 5 | 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 | 10,178 | 1,759 |
| 845 | Hudson Valley / Rockland | 6,517 | 1,315 |
| 917 | NYC Metro | 5,934 | 1,068 |
| 718 | NYC Metro | 5,447 | 1,110 |
| 929 | NYC Metro | 3,499 | 568 |
| 732 | New Jersey | 2,361 | 534 |
| 848 | New Jersey | 1,412 | 282 |
| 646 | NYC Metro | 1,375 | 320 |
| 516 | Long Island | 904 | 200 |
| 201 | New Jersey | 366 | 90 |
| 908 | New Jersey | 341 | 74 |
| 216 | Cleveland Metro | 207 | 36 |
| 914 | Westchester | 191 | 55 |
| 443 | Baltimore / MD | 168 | 33 |
| 773 | Chicago | 151 | 40 |
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 | 207 | 118 | 36 |
| 440 | Outer suburbs / Greater Cleveland (Lake, Geauga, Lorain, Medina) | 14 | 10 | 4 |
| Division | Answered | Missed | Callers | Talk hrs |
|---|---|---|---|---|
| Medical | 49 | 40 | 21 | 3 |
| Supervision | 38 | 27 | 11 | 2 |
| Office | 11 | 9 | 7 | 0 |
| Rabbinic | 6 | 10 | 4 | 0 |
| HUG | 12 | 1 | 7 | 1 |
| Conference | 8 | 2 | 8 | 2 |
| General | 2 | 1 | 1 | 0 |
| Singles | 0 | 1 | 1 | 0 |
| Adoption | 0 | 1 | 1 | 0 |
| Insurance Advocacy | 1 | 0 | 1 | 0 |
| Florida | 1 | 0 | 1 | 0 |
| Fundraising | 0 | 1 | 1 | 0 |
Akron–Canton (330 / 234) is a separate metro and is not included in these figures.
Every figure is computed from 66,175 call detail records (CDRs) pulled directly from the NetSapiens platform API (v2 /domains/ATIME/cdrs) for the reporting period 2026-01-01 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 42,582 compared). Internal calls and the main auto-attendant IVR greeting leg (ext 998, 5,448 legs) are excluded from division metrics; 8.4% 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.