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 New York City.
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 New York City-area supporters: here is exactly how A TIME showed up for families across New York City — the five boroughs this year. Area codes 347 and 917 and 718 and 929 and 646 and 212 and 332 cover Manhattan, Brooklyn, Queens, the Bronx, and Staten Island.
| Area code | Coverage | Inbound | Answered | Callers |
|---|---|---|---|---|
| 347 | Brooklyn / Queens / Bronx / SI | 8,252 | 3,841 | 1,599 |
| 917 | NYC mobile (all boroughs) | 4,860 | 2,240 | 931 |
| 718 | Brooklyn / Queens / Bronx / SI | 4,644 | 2,136 | 1,007 |
| 929 | Brooklyn / Queens / Bronx / SI | 2,970 | 1,408 | 509 |
| 646 | Manhattan | 1,153 | 596 | 294 |
| 212 | Manhattan | 72 | 39 | 30 |
| 332 | Manhattan | 41 | 26 | 22 |
| Division | Answered | Missed | Callers | Talk hrs |
|---|---|---|---|---|
| Medical | 4,064 | 3,720 | 2,056 | 274 |
| Rabbinic | 1,186 | 5,109 | 994 | 29 |
| Supervision | 1,993 | 1,414 | 964 | 80 |
| Office | 1,252 | 758 | 840 | 32 |
| Conference | 1,016 | 194 | 477 | 338 |
| HUG | 402 | 101 | 312 | 28 |
| Reservations | 51 | 170 | 121 | 5 |
| Shabbos | 53 | 80 | 79 | 3 |
| Fundraising | 39 | 66 | 68 | 4 |
| General | 71 | 21 | 68 | 2 |
| Singles | 39 | 34 | 31 | 1 |
| Insurance Advocacy | 49 | 0 | 39 | 3 |
| Kallahs | 27 | 9 | 26 | 2 |
| Kol Chaya | 23 | 6 | 20 | 0 |
| Executive | 7 | 13 | 19 | 1 |
| Adoption | 6 | 1 | 5 | 0 |
| Auction | 5 | 1 | 6 | 0 |
| System | 0 | 5 | 5 | 0 |
| EarlyMorningRides | 2 | 1 | 3 | 0 |
| Meals | 0 | 2 | 2 | 0 |
| Post-Hysterectomy | 1 | 0 | 1 | 0 |
Five-borough area codes only; Long Island (516/631), Westchester (914), and Rockland/Hudson Valley (845) are reported separately in the regional rollup.
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.