1. The Implementation of 3-1-1 Public Awareness Campaign Presented by Mary Sharp June 11, 2001

2. Vision In an effort to improve service to visitors, businesses and the citizens of Austin, it was decided to consolidate several areas of the Austin Police Emergency Communications Division into a unified center. This center is capable of handling both emergency and non-emergency calls to enhance 9-1-1 and to provide a new non- emergency service called 3-1-1.

3. Goals Expand 9-1-1 service level through consolidation without additional costExpand 9-1-1 service level through consolidation without additional cost Enhance non-emergency services without a complicated telephone menu system or transferring customersEnhance non-emergency services without a complicated telephone menu system or transferring customers Reduce the call wait time for customersReduce the call wait time for customers Reduce numerous customer service telephone numbers to just oneReduce numerous customer service telephone numbers to just one

4. Criteria for 3-1-1 Calls A non-emergency call is described as any incident that does not: Involve a crime in progress Pose an imminent threat to life or bodily injury Involve any major property damage or loss Require the immediate dispatch of a police unit

5. 3-1-1 and Community Policing By reducing 9-1-1 calls for service, 3-1-1 will help APD attain its community policing goals by providing officers more time to work with residents and businesses to prevent crime and address community problems. 3-1-1 operators will have the capability to connect citizens directly to individual employees, district reps or assigned case investigators.

6. Improving Efficiency Currently 9-1-1, Teleserve and PBX receive and process approximately 1 million calls per year Estimates between 40% - 60% of calls received through the 9-1-1 system are not true emergencies Most of these still need to be addressed in some manner by public safety

7. Call Takers All call takers are trained to handle both 9-1-1 and 3-1-1 calls from the same workstationAll call takers are trained to handle both 9-1-1 and 3-1-1 calls from the same workstation. TDD and Bilingual Translation/Services will still be accessible.TDD and Bilingual Translation/Services will still be accessible.

8. Partnerships Police and Fire DispatchPolice and Fire Dispatch Water UtilitiesWater Utilities Street ServicesStreet Services Sanitations ServicesSanitations Services Code Compliance and Animal ControlCode Compliance and Animal Control Transportation and Parking EnforcementTransportation and Parking Enforcement Other City DepartmentsOther City Departments

9. Public Awareness Perhaps the most important aspect of the implementation of 3-1-1 is public education.Perhaps the most important aspect of the implementation of 3-1-1 is public education. Success of this program will depend on the public embracing and using 3-1-1 for non emergencies and 9-1-1 for legitimate emergencies.Success of this program will depend on the public embracing and using 3-1-1 for non emergencies and 9-1-1 for legitimate emergencies.

10. Public Education Goals Publicize the original intent of 9-1-1, emphasizing the difference between legitimate emergencies and non-emergencies.Publicize the original intent of 9-1-1, emphasizing the difference between legitimate emergencies and non-emergencies. Inform the public about the availability and accessibility of 3-1-1Inform the public about the availability and accessibility of 3-1-1 Maintain an aggressive campaign after the initial kick off phase of the system.Maintain an aggressive campaign after the initial kick off phase of the system.

11. Educating our Children Launch a contest for kids to create/name a mascot for 3-1-1 such as the “Red E. Fox” character for 9-1-1. Conduct presentations/games/role playing on 9-1-1 and 3-1-1 for elementary school students. Distribute 3-1-1/9-1-1 coloring and comic books.

12. People with Special Needs Regularly publish information in community magazines and newsletters for deaf or non-English speaking citizens. Produce audio messages and embossed stickers for visually impaired. Provide interpreters at presentations

13. Speakers Bureau Develop a pool of trained speakers that includes 3-1-1 personnel and members of the community that have been recruited to help. This pool should be diversified to match the speaker to the audience.

14. Public Awareness Campaign Distribute fliers and brochures at community meetings and public eventsDistribute fliers and brochures at community meetings and public events Advertise on television, radio, internet, buses and billboardsAdvertise on television, radio, internet, buses and billboards Add 3-1-1 insignias to police vehicles such as the 9-1-1 designs

15. Employee Buy In Have Communications employees submit ideas for 3-1-1 logo and slogan creation. Train 3-1-1 personnel to give presentations at high visibility public and local speaking events. Publicize 3-1-1 success stories and the operators that handled them.

16. Internal Education Conduct briefings at staff meetings and show ups. Publish informative articles about 3-1-1 in various police publications. Utilize our most valuable resource - APD Employees to spread the word.

17. Official 3-1-1 Day Designate March 11th annually as official “ 3-1-1 Day” Host open house and tours of the communications center Promote success stories to relay positive messages about 3-1-1.

18. Continuing Education Advertise and promote 3-1-1’s availability and its legitimate uses even after the initial public awareness campaign has ended. This will enhance retention and will continue to build customer confidence in the 3-1-1 system.

19. APD and the Community Working together as a unified team, the community and the Austin Police Department will improve service to all citizens and make our 3-1-1 program a success.