311 Non-Emergency Call System
311 for Non-Emergencies: Helping Communities Once Call at a Time, COPS Fact Sheet, August 2003
Office of Community Oriented Policing Services (COPS), August 2003. Fact sheet detailing COPS funding history for 311 call systems.
Call Management and Community Policing: A Guidebook for Law Enforcement, July 2003
Office of Community Oriented Policing Services (COPS), July 2003. Using practical examples from police agencies around the country, this guidebook focuses on police call management strategies, such as 311 call systems, and their relationship to community policing.
Calling 311: Guidelines for Policymakers, February 2005
National Institute of Justice (NIJ), February 2005. This report examines issues on 311 system implementation, including the impact of 311 on 911 calls, the link between 311, 911 and community policing, technology considerations, and citizen education.
Managing Calls to the Police With 911/311Systems, February 2005
National Institute of Justice (NIJ), February 2005. Implementing a 311 call system can help police better manage citizen calls and determine the appropriate response, but capitalizing on this major change in citizen reporting requires careful planning and organizational changes.
Managing Citizen Calls to the Police: An Assessment of Non-Emergency Call Systems, October 2001
Office of Community Oriented Policing Services (COPS), October 2001. This report reveals the results of a COPS-funded study examining the impact of the non-emergency call systems, including 311. Case studies include Baltimore (MD), Buffalo, (NY); Dallas (TX); and Phoenix (AZ). (NCJ 199060)
Misuse and Abuse of 911, July 2004
Office of Community Oriented Policing Services (COPS), July 2004. This guidebook, part of the COPS’ Problem Oriented Guides for Police series, addresses the various misuse and abuse problems of 911 systems and provides possible solutions for these problems.
Promising Strategies From the Field, March 2003
Office of Community Oriented Policing Services (COPS), March 2003. Eleven case studies of police agencies are presented to highlight innovative uses of COPS funding, including the Houston (TX) 311 call system initiative.