Thursday, October 1, 2026
Nassau County Legislator Olena Nicks on Monday introduced legislation to create a countywide 311 non-emergency service, a move that she and other Democratic lawmakers say will reduce burnout on 911 operators and improve emergency response times.
County residents often call 911 for non-emergency issues — including potholes, sanitation problems, streetlight outages and noise complaints. Nationwide data suggests nearly 50 percent of 911 calls fall into these categories.
The proposed 311 system would include a centralized call center staffed by trained personnel. It would allow residents to submit service requests via mobile app — including uploading photos — and track their status in real time. Lawmakers say that reducing non-emergency call volume would help address a 20 percent staffing shortage among emergency operators and cut down delays in life-threatening situations.
“While these calls deserve attention, they shouldn’t compete with someone reporting a fire, a violent crime or a medical emergency when only seconds count,” Nicks said. “Here in Nassau, our operators are handling everything from noise complaints to service requests, and these non-emergencies calls pull resources away from urgent needs.”
She pointed to similar systems in New York City, Suffolk County and the Town of North Hempstead. North Hempstead launched its 311-call center in 2005, and has handled more than three million calls, according to Town Supervisor Jennifer DeSena. The center acts as a one-stop hub for municipal services, with requests tracked through completion.
County Legislator Viviana Russell, who represents parts of Uniondale and North Hempstead, said she was part of the original team that launched North Hempstead’s system. She also took part in the Suffolk operating system as well.
“I can tell you first-hand how it helped residents of the Town of North Hempstead,” Russell said. “Through tracking the calls, you are able to see where there are needs in different departments as well as where residents need additional help, within the confines of the county.”
The county would also launch a public education campaign to help residents understand when to call 311 versus 911. Nicks said labor unions would be included in planning for staffing and training. As of now, the legislators are in close contact with CSEA, one of the largest public service unions in the state, and other labor groups have expressed support for the legislation.
“It’s about protecting the people who will protect us, this proposal will help reduce burnout, improve retention and strengthen emergency responses across Nassau County,” said Delia DeRiggi Whitton, a county legislator who represents Glen Cove and Sea Cliff, who serves as the Legislature’s minority leader. This is a commonsense workforce and public safety investment that benefits residents, employees and emergency responders.”
Also, the short staffing concerns have grown since County Executive Bruce Blakeman passed a voluntary buyout program for longtime employees in his $4.4 billion executive budget in January. Possibly saving $30 million annually, concerns were raised about losing experienced staff in public safety.
Under the plan, full-time workers with at least 10 years of service would receive a $2,000 lump-sum payment for each year worked. About 3,400 employees are eligible — including 911 operators.
As a former emergency medical service responder and fire captain with Uniondale’s Manor Company 3, Nicks said she knows how critical a fast response can be.
“This is most apropos for her to introduce this legislation,” said County Legislator Scott Davis, who represents North Baldwin and Rockville Centre. “This is an opportunity to provide 21st-century service. Nassau County deservse services that are accessible, convenient and efficient.”
