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 June, A TIME’s helplines and programs answered 17,757 calls and spent 2,108 hours listening, guiding, and walking alongside the families who reached out — including those across Florida.
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 | Answered | Missed | Attempts | Answer % | Talk hrs | Callers | Voicemail | Queue | Direct | Dept |
|---|---|---|---|---|---|---|---|---|---|---|
| Medical | 6,350 | 5,959 | 12,309 | 51.6% | 446 | 3,413 | 5,117 | 5,545 | 6,755 | 9 |
| Rabbinic | 1,630 | 6,753 | 8,383 | 19.4% | 44 | 1,303 | 571 | 0 | 8,383 | 0 |
| Supervision | 3,488 | 2,472 | 5,960 | 58.5% | 145 | 1,785 | 1,917 | 4,547 | 1,140 | 273 |
| Office | 2,421 | 1,482 | 3,903 | 62.0% | 67 | 1,551 | 1,341 | 0 | 3,903 | 0 |
| Conference | 2,284 | 387 | 2,671 | 85.5% | 780 | 1,004 | 312 | 2,645 | 26 | 0 |
| HUG | 766 | 203 | 969 | 79.1% | 52 | 597 | 84 | 278 | 691 | 0 |
| Reservations | 91 | 246 | 337 | 27.0% | 7 | 188 | 246 | 337 | 0 | 0 |
| Fundraising | 193 | 114 | 307 | 62.9% | 21 | 123 | 100 | 0 | 307 | 0 |
| Shabbos | 82 | 176 | 258 | 31.8% | 5 | 151 | 172 | 200 | 58 | 0 |
| General | 121 | 52 | 173 | 69.9% | 4 | 123 | 21 | 11 | 162 | 0 |
| Singles | 90 | 68 | 158 | 57.0% | 3 | 70 | 58 | 158 | 0 | 0 |
| Insurance Advocacy | 104 | 1 | 105 | 99.0% | 5 | 75 | 0 | 0 | 105 | 0 |
| Kol Chaya | 48 | 12 | 60 | 80.0% | 0 | 46 | 0 | 0 | 60 | 0 |
| Kallahs | 36 | 21 | 57 | 63.2% | 2 | 43 | 8 | 11 | 46 | 0 |
| Executive | 25 | 24 | 49 | 51.0% | 1 | 40 | 24 | 0 | 49 | 0 |
| Adoption | 7 | 4 | 11 | 63.6% | 1 | 9 | 2 | 4 | 7 | 0 |
| Auction | 6 | 4 | 10 | 60.0% | 0 | 8 | 4 | 0 | 10 | 0 |
| System | 0 | 10 | 10 | 0.0% | 0 | 10 | 0 | 10 | 0 | 0 |
| Meals | 3 | 6 | 9 | 33.3% | 0 | 8 | 5 | 9 | 0 | 0 |
| Chicago | 4 | 1 | 5 | 80.0% | 0 | 3 | 1 | 5 | 0 | 0 |
| EarlyMorningRides | 4 | 1 | 5 | 80.0% | 0 | 5 | 1 | 5 | 0 | 0 |
| Florida | 0 | 3 | 3 | 0.0% | 0 | 2 | 1 | 3 | 0 | 0 |
| Post-Hysterectomy | 2 | 0 | 2 | 100.0% | 0 | 2 | 0 | 0 | 2 | 0 |
| Neshomaleh | 2 | 0 | 2 | 100.0% | 0 | 1 | 0 | 2 | 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 | 5,891 | 266 |
| Supervision | 3,010 | 77 |
| Fundraising | 2,165 | 120 |
| Office | 1,732 | 44 |
| HUG | 324 | 13 |
| Executive | 72 | 2 |
| Conference | 32 | 1 |
| Rabbinic | 20 | 1 |
| Shabbos | 19 | 1 |
| General | 10 | 0 |
| Reservations | 7 | 0 |
| Insurance Advocacy | 5 | 0 |
| Auction | 2 | 0 |
| Singles | 1 | 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 | 8,252 | 1,599 |
| 845 | Hudson Valley / Rockland | 5,462 | 1,163 |
| 917 | NYC Metro | 4,860 | 931 |
| 718 | NYC Metro | 4,644 | 1,007 |
| 929 | NYC Metro | 2,970 | 509 |
| 732 | New Jersey | 2,016 | 476 |
| 848 | New Jersey | 1,208 | 258 |
| 646 | NYC Metro | 1,153 | 294 |
| 516 | Long Island | 802 | 188 |
| 201 | New Jersey | 306 | 84 |
| 908 | New Jersey | 285 | 65 |
| 216 | Cleveland Metro | 184 | 30 |
| 914 | Westchester | 161 | 50 |
| 443 | Baltimore / MD | 148 | 31 |
| 773 | Chicago | 140 | 39 |
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 561 and 727 and 754 and 904 and 239 and 386 and 941 and 689 and 813 and 772 and 407 and 321 and 656 and 352 and 863 and 850 cover statewide — Miami-Dade, Broward, Palm Beach, Orlando, Tampa Bay, and beyond.
| Area code | Coverage | Inbound | Answered | Callers |
|---|---|---|---|---|
| 305 | Miami-Dade | 48 | 38 | 16 |
| 786 | Miami-Dade | 48 | 21 | 20 |
| 954 | Broward | 35 | 19 | 9 |
| 561 | Palm Beach / Boca | 28 | 12 | 6 |
| 727 | Pinellas / St. Pete | 14 | 9 | 1 |
| 754 | Broward | 6 | 1 | 1 |
| 904 | Jacksonville | 6 | 4 | 6 |
| 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 |
| 772 | Treasure Coast | 0 | 0 | 0 |
| 407 | Orlando | 0 | 0 | 0 |
| 321 | Space Coast | 0 | 0 | 0 |
| 656 | Tampa | 0 | 0 | 0 |
| 352 | North Central | 0 | 0 | 0 |
| 863 | Polk / Central | 0 | 0 | 0 |
| 850 | Panhandle / Tallahassee | 0 | 0 | 0 |
| Division | Answered | Missed | Callers | Talk hrs |
|---|---|---|---|---|
| Medical | 38 | 31 | 26 | 5 |
| Supervision | 36 | 28 | 23 | 2 |
| Office | 12 | 16 | 21 | 0 |
| Conference | 13 | 3 | 10 | 6 |
| HUG | 7 | 3 | 7 | 0 |
| Rabbinic | 2 | 1 | 2 | 0 |
| Singles | 1 | 2 | 1 | 0 |
| Shabbos | 0 | 2 | 2 | 0 |
| Executive | 0 | 1 | 1 | 0 |
| Florida | 0 | 1 | 1 | 0 |
| Fundraising | 0 | 1 | 1 | 0 |
Covers Florida area codes only; out-of-state snowbird numbers are not reassigned.
Every figure is computed from 55,507 call detail records (CDRs) pulled directly from the NetSapiens platform API (v2 /domains/ATIME/cdrs) for the reporting period 2026-01-01 to 2026-06-30. 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 (0 of 35,249 compared). Internal calls and the main auto-attendant IVR greeting leg (ext 998, 4,663 legs) are excluded from division metrics; 8.5% 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 98.3% 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.