b'Mission statement | To serve as the primary point of contact for citizens to access information and enhance government service delivery in the Tucson region through the use of technology and compassion.Vision statement | To be a trusted and innovative link to regional services by supporting 9-1-1 operations and simplifying access to resources, identifying needs, and partnering to expand services of a thriving community.3-1-1SERVICES BUREAUWhat is 3-1-1? Shared use of technology and workflow The City of Tucson strives to provide an environmentdevelopment will allow for seamless 911 to in which all Tucsonans can thrive by providing311 handoff, and vice versa, in the event a equitable service to the community through timelycall initiated through 911 but handed to 311 and accurate responses. To adapt to changingescalates and requires an emergency response, community needs and expectations, the 311 programtherefore reducing risk. has been embedded within the PSCD with theTechnical support of the 24/7 911 and 311 primary objective of reducing non-emergency 911model will be managed through existing calls and improving 911 call answer times. contracts and agreements, with the State The emergence of new programs, initiatives,911 contract outlining the Service Level and changes in policing tactics offer a uniqueAgreement and aggressive response times opportunity for an efficient and consistent call intaketo technical trouble reports, and the IT Public point for City services, evaluation of communitySafety Application team already provides 24/7 needs through request tracking, non-emergencysupport to the PSCD.911 call diversion, and referral to non-emergencyA primary objective of 311 residing within the resources via the Community Safety Health andPSCD and 911 workflow remains the need for Wellness program. appropriate resourcing and response. The The 311 Program was approved and supported byPSCD has piloted and proven a call triage the Mayor and Council and City Manager in mid- and transfer process with embedded crisis 2022 with the following objectives in mind: practitioners within the 911 center over the past four years. 311 will follow a similar model, n Right-sourcing of non-emergency 911 calls and 311 call triage protocols will focus on n Community Safety Health and Wellness Programcall determinates permitting and identifying data mining and resources connection referrals to CSHW or other non-emergency n Community call intake for City services responders or departments. Implementation and use of 311 call intake protocols will be n Automation of community service requests andshared with 911 call intake protocols so that mobile application development data can be compared and evaluated for n Regional 311 partnership and expansion impact on previous resourcing and police As a bureau of the PSCD, the 311 Program intends toresponse.expand and share technology platforms, includingPima County and the City of Tucson have 911 phone, Computer Aided Dispatch (CAD),agreed to partner in a regional 3-1-1 service, scheduling, call processing protocols and otherimproving community access to government shared resources for efficiency and consistency. Thisservices regardless of location. In mirroring the strategy provides for similar training, support, policy,9-1-1 model, 3-1-1 has interconnectivity with the and oversight, with the potential to serve as a feederentire region greatly expanding the efficiency bureau to 911 call intake and dispatch. of non-emergency services in the Old Pueblo.26CITY OF TUCSON n PUBLIC SAFETY COMMUNICATIONS DEPARTMENT'