Thursday, October 1, 2026
Nassau County has finally emerged from its most intense winter season in over a decade, and multiple feet of snow at a time creates its own set of unique challenges for our constituents.
The first often is: What number do I call if my road hasn’t been plowed yet?
The answer was beyond unclear this winter, as the people we serve were forced to rely on Nassau’s antiquated, labyrinthine websites and dig for information. Many felt unsure of where to turn and as if they were on their own.
Thankfully, there is a proven solution that Nassau County can implement before the next storm season bears down on us.
On Feb. 9, I filed legislation that would direct Nassau County to establish a comprehensive countywide 311 system for non-emergency calls. Under my proposal, Nassau’s system would allow residents to submit service requests, upload photos and voice attachments, track case progress, and receive real-time updates.
A 311 system would simultaneously reduce strain on our emergency call center staff and make our government more accessible and transparent through a convenient, easy-to-remember portal. That would means reduced burnout, improved retention, and strengthened emergency responses when lives are on the line.
Public safety experts have long warned that 911 systems nationwide are overwhelmed by non-emergency calls, and studies 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.
To be clear, residents deserve quick and convenient access to government services, but those calls should not compete with someone reporting a heart attack, fire or other event requiring emergency personnel. Throughout our region, we have evidence that dedicated non-emergency lines are effective and impactful.
New York City’s 311 system handles millions of non-emergency service requests annually, and has been widely credited with reducing unnecessary 911 calls. Suffolk County and the Town of North Hempstead have likewise successfully implemented 311 systems that provide residents with a streamlined, centralized point of contact for local government services.
The benefit would be especially impactful in Nassau, where our 911 emergency call center is currently operating with just 153 of its 190 authorized positions filled. Moreover, its staff retention rate is just 62 percent, which is among the lowest levels reported for frontline public safety personnel.
Operating with nearly a 20 percent staffing shortage while maintaining around-the-clock emergency communications places an enormous burden on these operators. As a 15-year member of the Uniondale Fire Department, I know the pressure you feel when every second counts, and it is essential that we do everything we can to support our outstanding frontline responders and ensure that everyone has the tools they need to perform at their peak.
After creating a 311 system, maximizing public awareness would be the essential next step. My resolution would require the county to conduct a public-outreach campaign focused on educating residents about how the new system works and what it should be used for. To ensure that we reach residents where they are, this would be a multimedia campaign conducted through direct mail, social media and county websites.
Importantly, the creation of this non-emergency call center must respect our commitment to labor, which is why my proposal for launching 311 would require the use of CSEA Local 830 members to staff the new call center.
As we emerge from the first 100 days of the County Legislature’s 16th term, it’s clear that we must focus on ways in which Nassau has fallen behind the times in how we serve constituents, and treat those challenges as opportunities for progress.
Bringing 311 to the county is a common-sense way for us to bolster emergency responses, improve constituent services, alleviate undue pressure on our emergency call center operators and give community members greater peace of mind in their daily lives.
Olena Nicks, of Uniondale, represents Nassau County’s 5th Legislative District.
