The emergence of new programs, initiatives, and changes in policing tactics offer a unique opportunity for an efficient and consistent call intake point for City services, evaluation of community needs through request tracking, non-emergency 911 call diversion, and referral to non-emergency resources via the Community Safety Health and Wellness program.
As a bureau of the Public Safety Communications Department, the 311 Program intends to expand and share technology platforms, including 911 phone, Computer Aided Dispatch (CAD), scheduling, call processing protocols and other shared resources for efficiency and consistency.
This strategy provides for similar training, support, policy, and oversight, with the potential to serve as a feeder bureau to 911 call intake and dispatch.
3-1-1 SERVICES BUREAU Shared use of technology and workflow development will allow for seamless 911 to 311 handoff, and vice versa, in the event a call initiated through 911 but handed to 311 escalates and requires an emergency response, therefore reducing risk.