Managing citizens calls to the police: The impact of Baltimore's 3-1-1 call system

Mazerolle, Lorraine, Rogan, Dennis, Frank, James, Famega, Christine and Eck, John (2002) Managing citizens calls to the police: The impact of Baltimore's 3-1-1 call system. Criminology and Public Policy, 2 1: 97-124. doi:10.1111/j.1745-9133.2002.tb00110.x

Author Mazerolle, Lorraine
Rogan, Dennis
Frank, James
Famega, Christine
Eck, John
Title Managing citizens calls to the police: The impact of Baltimore's 3-1-1 call system
Journal name Criminology and Public Policy   Check publisher's open access policy
ISSN 1538-6473
Publication date 2002-11-01
Sub-type Article (original research)
DOI 10.1111/j.1745-9133.2002.tb00110.x
Volume 2
Issue 1
Start page 97
End page 124
Total pages 8
Place of publication Columbus, OH, United States
Publisher John Jay College of Criminal Justice
Language eng
Formatted abstract
Research Summary: Our paper explores the impact of implementing a nonemergency 3-1-1 call system in Baltimore, Maryland. We found a large (34.2%) reduction in 9-1-1 calls following the introduction of the 3-1-1 nonemergency call system. Many, but not all, of these calls simply migrated over to the 3-1-1 call system. Overall, we identified a 7.7% reduction in recorded citizen calls to the police post 3-1-1 intervention. This recorded reduction in citizen calls was confounded by an increase in high priority calls to the 9-1-1 system (27.5%), a large overall reduction in low priority calls (54.3%), and an estimated increase (perhaps 8%) in unrecorded calls to the police. We also note a small increase in response times to high priority 9-1-1 calls following the implementation of the 3-1-1 call system and virtually no change in the amount of officer time available for community policing or problem-oriented policing activities.

Policy Implications:
Our findings suggest that nonemergency call systems, such as 3-1-1, can greatly facilitate police efforts to better handle citizen calls for police service. However, the intrinsic value of nonemergency call systems is tightly woven with a police department's willingness to change dispatch policies (especially for those calls received via the 3-1-1 system), reallocate patrol resources, and adopt organizational reforms to support alternative methods (apart from dispatch) for handling nonemergency calls for service.
Keyword Police workloads
Non-emergency calls
Emergency calls
Community policing
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Non-UQ

Document type: Journal Article
Sub-type: Article (original research)
Collection: Institute for Social Science Research - Publications
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Created: Fri, 08 Jul 2011, 00:52:29 EST by Anna Bartos on behalf of Institute for Social Science Research