A TIME · Call Activity Report · Prepared for Florida supporters

Showing up for families.

2026-01-01 – 2026-07-31 (2026 YTD through July) · All reporting divisions · Prepared for A TIME by PressONE

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 Florida.

20,931

Inbound calls answered

48.8% of attempts answered live

1,875 hrs

On the phone with callers

inbound talk time (112,515 minutes)

8,317

Unique people who called

76.1% reached a live person

58,166

Overall interactions (in + out)

42,880 in · 15,286 out

15,286

Outbound follow-up calls

staff calling families back · 597 hrs of talk time

1,380

Inbound calls overnight (10p–6a)

3.2% of inbound · 18.7% outside 8a–7p

01The year, month by month

Answered liveMissedAnswer rate

Inbound calls answered vs. missed each month, with the live-answer rate overlaid.

02Call activity by Reporting Division

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.

Totals by division

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

Inbound

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.

Outbound (staff follow-up calls)

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

03The Medical Helpline team

The Medical Helpline (MHL) is A TIME’s busiest division. Here is the call volume carried by each case manager this year.

Vivienne Moskowitz

2,391 answered · 54.9% · 239.9h in / 3.5h out

Miriam Rosenthal

1,333 answered · 44.1% · 55.5h in / 0.0h out

Leah Heller

1,465 answered · 60.8% · 70.7h in / 0.1h out

Elky Miller

650 answered · 50.9% · 46.2h in / 0.1h out

Meira Mansour

398 answered · 56.5% · 27.7h in / 0.2h out

Shaina Yormark

518 answered · 53.5% · 41.3h in / 0.0h out

MHL Main Q

287 answered · 35.0% · 10.2h in / 0.0h out

Meryl Nerenberg

312 answered · 53.3% · 24.2h in / 0.0h out

Volunteer Call Out

16 answered · 100.0% · 0.8h in / 0.5h out

R Mordechai Koenig

72 answered · 49.3% · 1.4h in / 0.0h out

R BenZion Dembitzer

64 answered · 50.4% · 4.2h in / 0.0h out

Nuta Rosenfeld

5 answered · 7.7% · 0.5h in / 0.0h out

Koenig/nuta

0 answered · 0.0% · 0.0h in / 0.0h out

Rabbi Koenig 7184837262

0 answered · 0.0% · 0.0h in / 0.0h out

04When families call

Business hours (8a–7p)After hours

Inbound calls by hour of day (US/Eastern). 18.7% arrive outside business hours.

By day of week

Mon

9,984

Tue

8,665

Wed

8,249

Thu

7,286

Fri

4,029

Sat

444

Sun

4,223

05A week in the life

Inbound call volume by day and hour. The quiet Saturday band reflects Shabbos; the helplines come back to life Saturday night.

Mon

Tue

Wed

Thu

Fri

Sat

Sun

Darker cells = more calls. Each cell is one hour.

06Where callers reach out from

Inbound calls by region, based on caller area code.

NYC Metro

26,550

Hudson Valley / Rockland

6,517

New Jersey

4,723

Other / Outside listed regions

1,829

Long Island

952

Baltimore / MD

308

Cleveland Metro

221

South Florida

203

Westchester

191

Chicago

183

Top area codes

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

FLOFlorida — a closer look

For our Florida-area supporters: here is exactly how A TIME showed up for families across State of Florida (all metros) this year. Area codes 305 and 786 and 954 and 727 and 561 and 904 and 754 and 239 and 386 and 941 and 689 and 813 and 656 and 772 and 407 and 321 and 352 and 863 and 850 cover statewide — Miami-Dade, Broward, Palm Beach, Orlando, Tampa Bay, and beyond.

263

inbound calls from Florida (53.2% answered live)

unique Florida-area callers reached out — 73.4% connected with a person

16 hrs

of phone support to Florida families (929 minutes)

By area code

Area code	Coverage	Inbound	Answered	Callers
305	Miami-Dade	72	48	23
786	Miami-Dade	65	29	21
954	Broward	37	20	11
727	Pinellas / St. Pete	32	19	1
561	Palm Beach / Boca	29	12	6
904	Jacksonville	7	5	7
754	Broward	6	1	1
239	Naples / SW FL	5	2	2
386	Volusia / Daytona	3	1	2
941	Sarasota	3	1	2
689	Orlando	2	2	1
813	Tampa	1	0	1
656	Tampa	1	0	1
772	Treasure Coast	0	0	0
407	Orlando	0	0	0
321	Space Coast	0	0	0
352	North Central	0	0	0
863	Polk / Central	0	0	0
850	Panhandle / Tallahassee	0	0	0

Which divisions Florida families reached

Division	Answered	Missed	Callers	Talk hrs
Medical	53	53	31	6
Supervision	45	32	27	2
Office	12	19	23	0
Conference	16	3	11	7
HUG	8	3	8	0
Shabbos	0	3	3	0
Rabbinic	2	1	2	0
Singles	1	2	1	0
Florida	2	1	3	0
Meals	0	3	1	0
Kallahs	0	1	1	0
Executive	0	1	1	0
Fundraising	0	1	1	0

Covers Florida area codes only; out-of-state snowbird numbers are not reassigned.

07What this means for the families we serve

A TIME answered 20,931 calls live in 2026 YTD through July and spent 2,473 hours — the equivalent of 103 full days — on the phone with families (1,875 hrs with inbound callers, 597 hrs of outbound follow-up).

8,317 different people reached out across 24 reporting divisions; 76.1% connected with a real person.

3.2% of inbound calls came overnight (10pm–6am) and 18.7% outside business hours — the helplines are there when families have nowhere else to turn.

When no one could pick up, 11,713 callers were able to leave a voicemail so their call was never simply lost.

Florida-area families placed 263 calls and received 16 hours of dedicated phone support.

08How these numbers were produced

Data source

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).

How calls are assigned to a Reporting Division

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.

Voicemail detection

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 geography

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.

Metric definitions

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.

Known limitations

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.