Atlanta’s E911 system has faced public scrutiny in recent years for long wait times, but dialing 911 is still the quickest way to get the police or fire department dispatched to your location.
While hiring more dispatchers is one part of the solution, the city has also said that non-emergency calls coming to 911 contributed to the serious delays Atlantans were experiencing.
In a move that could help alleviate the issue, Atlanta is expanding 311’s hours to midnight on weekdays starting July 1 and educating residents about when to dial 311 versus 911.
Here is some useful information and tips for getting the help you really need.
The difference between 311 and 911
Non-emergency situations are primarily meant to be dealt with by the city’s Department of Customer Service, which runs ATL311. Unlike 911, which you can call anytime of day, any day of the year, the 311 line is open from 7 a.m. to 7 p.m. Monday through Friday.
The operator who answers your 311 call can help with such things as how to pay a water and sewage bill, as well as take a report of a broken stoplight at the intersection near your home or a report of a water main break.
311 operators also work closely with Policing Alternatives and Diversion (PAD), which responds to non-emergency quality of life situations often involving people who are unhoused and/or dealing with substance abuse or mental health issues.
PAD’s team can respond to a number of public disturbance calls that are often directed toward police, including a person blocking traffic, bathing or defecating outdoors, using drugs in public, or displaying erratic behavior. They can also respond to businesses that have people panhandling outside their door or suspect an individual of shoplifting.
Instead of making an arrest, PAD will connect the individual causing the public disturbance with support services which can include housing, counseling, substance abuse treatment and give them a hot meal.
PAD only operates when 311 is open between 7 a.m. and 7 p.m.
There is currently no plan for PAD to extend its hours to midnight. However, a spokesperson from the Department of Customer Service told Capital B Atlanta that it isn’t out of the question if PAD has the capacity to meet the new hours.
Though 311 is not an emergency line, staff do coordinate with the city during major events or severe weather to provide information to residents who call in.
When to call 311
- Potholes
- Water leaks and water main breaks
- Traffic signal repair or replacement
- New sidewalk requests
- Bulk junk collection requests
- Reporting junk, trash, and debris
- Code enforcement issues
- Supportive Services
- Finding court information
- Tree inspections
- Graffiti removal
You can also explore the full range of 311 services and submit a request via this online portal.
When to call 911
- Situations of immediate danger
- Medical emergencies
- Active outdoor burning
- Requesting police to direct traffic
- Missing person reporting
- Welfare check requests for an Atlanta resident
- Reporting receiving threatening calls
- Car accidents with serious injuries
Click here to read more about the city’s Make the Right Call initiative.
