skip navigation

Justinfo Subscribe to Stay Informed

Add your conference to our Justice Events calendar


NCJRS Abstract


Subscribe to Stay Informed
Want to be in the know? JUSTINFO is a biweekly e-newsletter containing information about new publications, events, training, funding opportunities, and Web-based resources available from the NCJRS Federal sponsors. Sign up to get JUSTINFO in your inbox.

The document referenced below is part of the NCJRS Library collection.
To conduct further searches of the collection, visit the NCJRS Abstracts Database.

How to Obtain Documents
NCJ Number: NCJ 203482     Find in a Library
Title: Building a 3-1-1 System for Non-Emergency Calls: A Case Study of the City of Austin Police Department
  Document URL: TEXT PDF 
  Agency Summary: Agency Summary 
Author(s): Shellie E. Solomon ; Craig D. Uchida
Corporate Author: 21st Century Solutions Inc.
United States of America
Date Published: 09/2003
Page Count: 117
  Annotation: This report documents how the Austin Police Department (Texas) identified the need for a 3-1-1 system (phone number for non-emergency requests for public service and information), designed and procured the system, and marketed it to the citizens.
Abstract: In Austin, 9-1-1 call volumes were increasing faster than the city's population, and existing technology and staff levels could not support the increasing call load. The Austin Police Department (APD) concluded that 40-50 percent of the 9-1-1 calls were either for police non-emergencies or situations that were not appropriate for police, fire, or rescue operations. This was particularly true for citywide crisis situations, such as weather emergencies. The 3-1-1 calling system was developed to take such calls to relieve the 9-1-1 system. APD's implementation of 3-1-1 focused on developing highly trained and skilled call-takers, building critical partnerships, and changing public perceptions of 9-1-1. APD assured 3-1-1 callers that the staff were cross-trained as 9-1-1 call-takers who are capable of handling potential emergencies. Call-takers have been provided with advanced technological tools to enable the resolution of caller issues in an effective and efficient manner. Technology partners built the tools for call-takers, and civic and community leaders notified the public of the upcoming service and the need for the service. In marketing the new system, the APD explained the problems of overtaxing 9-1-1 and provided an alternative, as the APD encouraged citizens to continue to partner with the department to create safer neighborhoods by using 3-1-1 to report non-emergency public safety concerns. The 3-1-1 system began operating on September 17, 2001. Although calls to APD increased during the period following September 11th and the subsequent anthrax scare, calls to the 9-1-1 center decreased as non-emergency calls were taken by the 3-1-1 system, thus confirming the need for and the anticipated impact of such a system. 19 notes and a glossary of terms
Main Term(s): Police resource allocation
Index Term(s): Case studies ; Police services coordination ; Nine-one-one (911) emergency telephone number ; Emergency services training ; 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 Description
Country: United States of America
Language: English
Note: Downloaded January 17, 2004.
  To cite this abstract, use the following link:

* A link to the full-text document is provided whenever possible. For documents not available online, a link to the publisher's web site is provided.