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NCJ Number: NCJ 206257     Find in a Library
Title: Calling 311: Guidelines for Policymakers
  Document URL: PDF 
Author(s): Lorraine Mazerolle ; Dennis Rogan ; James Frank ; Christine Famega ; John E. Eck
Date Published: 02/2005
Page Count: 7
  Annotation: This booklet provides guidelines to policymakers considering implementing nonemergency 311 call systems.
Abstract: Nonemergency calls to emergency 911 call systems have overloaded technical and human police capacity across the United States. In response, many jurisdictions have implemented nonemergency 311 call systems; calls can instantaneously be switched between 311 and 911 call centers to facilitate prompt and appropriate response. Recent studies have shown the effectiveness of 311 call systems in reducing the amount of nonemergency calls to 911 operators and in improving the quality of policing in terms of more appropriate responses to citizen complaints. Some of the considerations for policymakers interested in implementing a 311 system are that such systems are expensive and complex to maintain; technological considerations are briefly outlined and the issue of caller identification versus anonymity is discussed. However, 311 systems have the potential to facilitate and greatly improve community-oriented policing by contributing important data on crime and complaint patterns in cities. Additionally, citizens in Baltimore overwhelmingly approved of and used the 311 system, making it a good bet that such a system has the potential to be embraced in all communities. Notes
Main Term(s): Emergency telephone number
Index Term(s): Police effectiveness ; Police response time ; Science and Technology ; NIJ grant-related documents ; Maryland
Sponsoring Agency: National Institute of Justice (NIJ)
US Department of Justice
Office of Justice Programs
United States of America
Grant Number: 98-IJ-CX-0067
Sale Source: NCJRS Photocopy Services
Box 6000
Rockville, MD 20849-6000
United States of America
Type: Issue Overview
Country: United States of America
Language: English
Note: NIJ Research for Policy
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