The Impact of Baltimore's 3-1-1 Call System on Street Level Officer Work Routines

James Frank, University of Cincinnati

ABSTRACT
This paper examines the impact of the introduction of a 3-1-1 non-emergency call system on the activities of patrol officers. Using data collected through systematic social observations of Baltimore city policy officers the paper assesses the quantity and quality of 3-1-1 calls and the effect on these calls on officer work routines. In general, it was found that when compared to self-initiated and 9-1-1 mobilizations, officers spend considerably less time on 3-1-1; that many of these calls could be handled by alternative responses; and that the contextual characteristics surrounding 3-1-1 calls differed from those of other officer mobilizations.

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Updated 05/20/2006