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NCJ Number: NCJ 205987     Find in a Library
Title: Building a 3-1-1 System for Non-Emergency Calls: A Process and Impact Evaluation
  Document URL: PDF 
Corporate Author: Austin Police Dept
Research and Planning Unit
United States of America

21st Century Solutions Inc.
United States of America
Date Published: 09/2003
Page Count: 60
  Annotation: This report evaluates the implementation of the Austin Police Department’s (APD) 3-1-1 non-emergency call system and its impact on APD operations and regional 9-1-1 calls.
Abstract: Following an Executive Summary, Chapter 1 outlines the background for the 3-1-1 system. In 1967, the 9-1-1 emergency call system was put into place to help in life threatening emergencies. By the mid-1980’s, the 9-1-1 call system was overburdened with calls from citizens without true emergencies but who just did not know where else to call for assistance. By 1997, the Federal Communications Commission (FCC) set aside a National 3-1-1 help number for non-emergency assistance calls. APD was 1 of 13 jurisdictions to receive Federal funding for the 3-1-1 implementation. The evaluation of the implementation elements of the 3-1-1 system involved an assessment of the functioning of the 3-1-1 system, the obstacles faced by APD staff, and the impact of the 3-1-1 system on APD operations. The impact evaluation involved as assessment of how the 3-1-1 system impacted regional calls to 9-1-1. Evaluation methods included interviews with key stakeholders conducted throughout the implementation process and direct observations of weekly implementation meetings and daily work meetings. Evaluation staff also participated in training sessions and observed Teleserve, 9-1-1, 3-1-1, and dispatch workers on the job before, immediately after, and 6 months following the implementation of the 3-1-1 system. Calls were monitored and two surveys were conducted of call takers and dispatchers, the first immediately following implementation of 3-1-1 and the second 6 months following implementation. Chapter 2 presents the implementation finding, which revealed that APD implemented the 3-1-1 system on time and within budget and that interagency collaborations were effective. The one drawback involved the eschewing of a crucial, in-depth software evaluation for the sake of on-time implementation. The skipping of this step may produce problems in the future for the small APD staff. Chapter 3 presents the six main findings of the impact evaluation. Findings indicated that regional 9-1-1 calls were reduced by 20 percent during the first 12 months that 3-1-1 was in operation, although the 3-1-1 system resulted in a substantial increase in total calls for service. Chapter 4 presents conclusions and recommendations. While the overall goal of reducing the volume of calls to 9-1-1 was reached by the APD, focus should turn to renewing the public education campaign.
Main Term(s): Emergency communications ; Program evaluation
Index Term(s): Nine-one-one (911) emergency telephone number ; Texas
Sponsoring Agency: Office of Community Oriented Policing Services (COPS)
US Dept of Justice
United States of America
Grant Number: 2000-CK-WX-K114
Sale Source: NCJRS Photocopy Services
Box 6000
Rockville, MD 20849-6000
United States of America

21st Century Solutions Inc.
P.O. Box 12279
Silver Spring, MD 20908
United States of America
Type: Program/Project Evaluation
Country: United States of America
Language: English
Note: Downloaded July 7, 2004.
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