San Antonio’s Animal Care Services (ACS) is rapidly closing the gap on its critical‑call response rate, moving from roughly 44% three years ago to an expected 93% by the end of the current fiscal year. The improvement reflects a concerted effort by ACS leadership to add personnel and streamline operations, ensuring that dogs reported as aggressive, roaming, or in need of care receive prompt attention.
Critical calls and the new response rate
Each year the city logs more than 50,000 “critical calls” involving public‑safety concerns such as aggressive dogs, stray animals near schools or businesses, and incidents on highways. These calls also cover animal‑cruelty reports and health emergencies. ACS Director Jon Gary said the department now expects to close the fiscal year with a response rate exceeding 93%, a dramatic rise from the 44% figure recorded three years prior. Most of those calls are being answered the same day they are received.
Staffing surge drives the turnaround
Gary attributes the surge in performance to a significant staffing increase. “We’re close to doubling the number of officers that we had to respond to critical calls,” he explained. The department now fields 69 field‑officer positions, up from 44 in fiscal year 2023, though the numbers span all investigative teams. This expansion was part of a broader push that began in FY 2025, when ACS set an ambitious goal of a 100% response rate.
While the original target proved “a little unrealistic,” the department adjusted its expectations to 80% for FY 2025 and ultimately achieved an 86% response rate. Gary, who joined ACS midway through that fiscal year, believes the agency has now built the capacity needed to approach a full‑service level.
Challenges remain, but optimism is high
Despite the progress, ACS acknowledges that reaching a perfect 100% response rate will be challenging. “We want to respond to 100%, but we do know that’s going to be a challenge given the volume of calls we get,” Gary said. He cited occasional technical glitches, such as missed computer entries, as potential obstacles.
ACS also tracks bite incidents separately. From October through August, the department handled more than 96% of reported bite cases, with the remainder either still under investigation, deemed unfounded, or reported after the 10‑day quarantine window.
Community impact
Residents have already noticed the difference. In a recent incident on Cincinnati Avenue, Cpl. Martin Garza and his fellow officers safely captured a nervous shepherd mix that had been chasing pedestrians near a West Side ice‑cream shop. Garza’s quick response and the subsequent same‑day handling of the animal illustrate the department’s new, faster approach.
By improving response times, ACS not only enhances public safety but also supports families who rely on safe neighborhoods for their children’s daily activities. The department’s focus on rapid, humane animal care aligns with the community’s values of responsibility, stewardship, and respect for life.
Looking ahead
ACS aims to hit a 98.5% response rate in the 2027 fiscal year, beginning Oct. 1. Gary emphasized that retaining the newly hired officers will be key to sustaining the gains. “We have as many as we need to get to a 100% response rate, or as close as we possibly can anyway,” he said.
With continued support from city leadership and the public, San Antonio’s Animal Care Services is poised to maintain its upward trajectory, ensuring that critical animal‑related calls receive the swift, professional attention the community deserves.
Original reporting: San Antonio, TX News (HLL/CB) — read the source article.
