New Campaign Urges DC Residents to Use 311 for Non-Emergencies to Improve 911 Response Times

The Office of Unified Communications (OUC) has launched the “Make The Right Call Campaign” to encourage residents to use 311 instead of 911 for non-emergency situations. The initiative aims to educate the public about using 311 to reach the police non-emergency line, ensuring 911 dispatchers can focus on true emergencies.

In FY2024, the OUC handled 1.2 million calls, with 300,000 of them classified as non-emergency. Despite this, the agency has maintained a 90% response rate for 911 calls within 15 seconds. By directing non-urgent calls to 311, the OUC hopes to reserve 911 services for critical emergencies, improving response efficiency and public safety.

Wednesday October 24th 2025

The DC Office of Unified Communications (OUC) faced heightened scrutiny on October 24th, 2025, as officials and employees addressed ongoing internal challenges. Concerns over staffing shortages, call response times, and lack of transparency dominated discussions.

“I know people who have left OUC due to stress and concerns,” said Robert Vincent Branham, Chairman of the Ward 5 Public Safety Committee. OUC Dispatcher Manuel Tate highlighted the urgency of addressing staffing issues: “If you see everything on paper, you already know we’re short by ten people. So, you wait until everything hits us.”

For the first time, current workers spoke publicly about their experiences, including revelations that $2.8 million allocated for salaries and hiring remained unused. The office continues to grapple with questions about its ability to effectively manage resources and meet public safety demands.