Citizen Calls to the Police: The Impact of 3-1-1

Lorraine Green Mazerolle, Griffith University
Dennis Rogan, Statistical Analysis for Law Enforcement

ABSTRACT
This paper examines the impact of introducing 3-1-1 non-emergency call systems on the nature and volume of citizen calls for police service. Using calls for service data to both 3-1-1 and 9-1-1 call systems in Dallas and Baltimore over five years, we show large reductions in 9-1-1 calls after the introduction of 3-1-1. We also show that the drop in 9-1-1 calls was somewhat offset by calls made to the 3-1-1 system. As expected some categories of citizen complaints migrated in large numbers from 9-1-1 to the 3-1-1 system. We examine the dispatch policies of the 9-1-1 and 3-1-1 systems and discuss how the introduction of 3-1-1 call systems impacted on officer time.

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Updated 05/20/2006