Since 2006, the Nevada Department of Health and Human Services under Nevada Revised Statute (NRS) 232.359 has maintained the Nevada 2-1-1 call center program. Meant to provide non-emergency information and referral to the public concerning health and human services, the call center serves as a single point of contact for non-emergency calls related to a critical event. Last year, the University Police Services applied for and was selected to become a contributing agency and partner of the Nevada 2-1-1 call center program.

Located in Las Vegas, the Nevada 2-1-1 call center has ten workstations available for disaster operations meant to provide a streamlined, accessible, integrated and sustainable source of information and resources during critical events. The call center has trained call specialists who have experience in crisis communications and can provide valuable assistance to the community during, before and after emergencies and disasters, supporting long-term recovery functions as necessary.

If a critical event occurs, University Police Services will prompt activation with the Nevada 2-1-1 call center in coordination with institutional emergency managers and leadership. Police Services will provide all necessary information to the call center to disseminate to the public, including authorized alert scripts, disaster response support, crisis intervention and human services coordination.

"Individuals in life-threatening situations should still direct emergency calls to 9-1-1," Assistant Vice President and Director of Police Services Adam Garcia said. "While the 2-1-1 call center will assist our institution to get accurate, current information to the public, it is not meant to for individuals in immediate danger."

Nationally, 2-1-1 call centers are becoming increasingly involved in providing information and resources during critical events, helping to alleviate some of the calls to 9-1-1 during crises. Locally, Nevada 2-1-1 has assisted in several critical events including the Reno Air Race, the Caughlin Fire, the Washoe Drive Fire, the Little Valley Fire, the 2017 flood in northwest Nevada and most recently the October 1 active shooter event in Las Vegas.

During these events, the 2-1-1 call center was instrumental in connecting individuals with the specific services needed, helping to provide reassurance to callers by responding to rumors and channeling the efforts of volunteers. It also helped direct assistance and financial and material donations to the right places, so that they can benefit immediately and directly.

"Citizens often desire to find resources, provide feedback, and ask questions during a disaster, thus creating a need for an inbound call center during a critical event," Garcia said. "While current state and local systems focus on alerts and warnings, they are almost entirely forms of one-way communication that guide citizens from danger. The Nevada 2-1-1 Center is a two-way process."