| 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. |
