Calling 311: Guidelines for Policymakers

Do 311 call systems reduce the 911 call burden? Will citizens use 311 appropriately, saving 911 for true emergencies? The answer appears to be "yes," according to a study sponsored by NIJ. During the first year of operating its 311 system, Baltimore police saw a 99-percent drop in lowest priority calls to 911. This Research for Policy discusses the researchers' findings, focusing on key considerations for police managers and public policymakers.