(L-R Leg. Debra Mule, Leg. Viviana Russell, Leg. Scott Davis, Leg. Olena Nicks, Leg. Cynthia Nunez, Leg. Delia DeRiggi-Whitton, Leg. Arnold Drucker)
Mineola, NY – February 9. 2026 – Nassau County Legislator Olena Nicks, joined by members of the Nassau County Democratic Legislature, today introduced legislation to establish a comprehensive countywide 3-1-1 non-emergency service system designed to ease mounting pressure on Nassau County’s 911 emergency communications network while improving government responsiveness and public safety.
The proposal comes as Nassau’s emergency call center faces growing operational strain, currently operating with just 153 operators out of 190 authorized positions — a nearly 20 percent staffing shortage. At the same time, the center faces an annual retention rate of only 62 percent, among the lowest levels reported for frontline public safety personnel.
“Our 911 operators are often the first voice residents hear during the most frightening moments of their lives,” Nicks said. “Right now, those professionals are being asked to carry an unsustainable workload. Creating a 3-1-1 system is a practical, proven way to support these workers while ensuring emergency resources remain available when seconds truly matter.”
Public safety experts have long warned that 911 systems nationwide are frequently overwhelmed by non-emergency calls. Studies conducted across major emergency communications systems have found that between 30 and 50 percent of 911 calls involve non-life-threatening situations, including noise complaints, municipal service requests, and quality-of-life concerns. These calls can delay response times for emergencies and contribute to dispatcher fatigue and turnover.
“Residents deserve quick access to government services, but those calls should not compete with someone reporting a heart attack, fire, or violent crime,” said Nassau County Democratic Legislative Leader Delia DeRiggi-Whitton. “311 gives residents a single, easy-to-remember number for non-emergency needs while allowing 911 operators to focus on saving lives.”
Nicks’ resolution would direct the County Executive to coordinate with the Department of Information and Technology and other administrative departments to establish a centralized 3-1-1 system accessible by phone, online portal, and mobile application. The proposed system would allow residents to submit service requests, upload photos and voice attachments, track case progress, and receive real-time updates. The initiative would also incorporate performance monitoring tools designed to track call volume, response times, resolution rates, and user satisfaction, while maintaining full compliance with data privacy and accessibility standards.
Communities across the country that have implemented 3-1-1 systems have reported measurable improvements in service delivery and emergency call efficiency. New York City’s 3-1-1 system, one of the largest in the nation, handles millions of non-emergency service requests annually and has been widely credited with reducing unnecessary 911 calls. Closer to home, Suffolk County and the Town of North Hempstead have successfully implemented 3-1-1 systems that provide residents with a streamlined, centralized point of contact for local government services.
“Operating with nearly a 20 percent staffing shortage while maintaining around-the-clock emergency communications is an enormous burden on these operators,” Nicks said. “Implementing 3-1-1 is a commonsense step that can reduce burnout, improve retention, and strengthen emergency response when lives are on the line.”
Legislator Arnold Drucker emphasized the importance of improving government accessibility for residents.
“Too often, residents are left navigating a confusing web of departmental phone numbers and hotlines,” Drucker said. “A unified 3-1-1 system simplifies government access and ensures residents get answers faster and more efficiently.”
Legislator Debra Mule said Nassau County should adopt a model that has already demonstrated success across the country.
“311 systems are not theoretical solutions, they are proven tools that modernize government service delivery,” Mule said. “This proposal helps Nassau County meet residents’ needs while strengthening our emergency communications infrastructure.”
Legislator Carrie Solages highlighted the public safety implications of reducing unnecessary emergency calls.
“When dispatchers are overwhelmed, it impacts response times for critical emergencies,” Solages said. “This legislation helps ensure emergency services remain focused on situations where every second counts.”
Legislator Scott Davis said the proposal reflects a broader effort to modernize county services.
“Residents expect government to operate with the same convenience and accessibility they experience in other areas of their daily lives,” Davis said. “Integrating phone, online, and mobile platforms will make Nassau County services faster, more transparent, and more responsive.”
Legislator Viviana Russell, a former Councilmember in the Town of North Hempstead, emphasized the community benefits of strengthening emergency response systems.
“Families deserve peace of mind knowing emergency lines will be available when they need them most,” Russell said. “311 has a proven track record of helping protect that lifeline while still ensuring residents receive assistance for everyday concerns.”
Legislator Cynthia Núñez said the proposal is about improving both equity and accessibility in local government.
“By offering a centralized 3-1-1 system via phone, web, and mobile app—with multi-language support—we ensure that all residents, regardless of age, tech-savviness, or primary language, can have their voices heard” Nuñez said. “Our residents deserve a government that is as responsive and user-friendly as the technology they use in their daily lives. A 3-1-1 system isn't just a phone number; it is a commitment to transparency, a tool for equity, and a smarter way to serve our community.”
If adopted, the resolution would also require the County Administration to conduct a public outreach campaign to educate residents about the new system through direct mail, social media, and county website resources and require using CSEA employees to staff the call center.