Question: I heard about a new non-emergency number for HPD, but it’s not working for me. Can you please print the details?
Q: I heard Honolulu was supposed to have 311 now, but when I called I got “The number you have dialed is not in service.” Did I hear wrong? I hope this isn’t a dumb question.
Answer: Honolulu does have a 311 system to report non-emergency concerns, but you can’t dial it on the telephone. Honolulu 311 is app-based, relying on a computer application. You can download the Honolulu 311 app to an internet- connected mobile device such as a smartphone. Users of Android devices (such as Samsung Galaxy) would go online to Google Play to download the app, while users of iOS devices (such as iPhones) would find it in the App Store. You can also make a report via the Honolulu 311 website, 808ne.ws/311hon.
Don’t feel silly for asking; 311 originated in Baltimore in 1996 as a telephone system (call center), an alternative to calling 911 for problems that did not require an urgent police, fire or ambulance response. Other cities adopted it, and many (unlike Honolulu) do offer call-in service, while also accepting reports online. Baltimore, for example, now offers service “either by a live agent-assisted phone call or through the self-service web or mobile portal,” according to its website.
Honolulu’s municipal government “has begun the process to procure a non- emergency phone number, but does not currently have one. If you choose to report a police non-emergency issue via phone, call 911 and inform the operator it is not an emergency and your call will be routed accordingly,” the Honolulu Police Department explains on its website.
The Honolulu 311 app is not new; the city has used it for years to collect reports about problems such as potholes, graffiti, broken streetlights and other concerns. What is recent is HPD’s adoption of the app to hear from the public about situations that require the Police Department’s attention, but not right that minute.
Q: How do you know when to call 911, versus using the app?
A: “If you’re not sure, call 911,” said HPD spokeswoman Michelle Yu, emphasizing that the 311 app is not meant to replace 911, but to offer an additional avenue for non-urgent communication.
HPD provides guidance on its website at 808ne.ws/hpd311.
It says to “call 911 when the incident you are reporting is in progress and the on-site presence of a police officer is necessary to help resolve the matter (e.g. burglary in progress, incident involving injuries, quieting loud neighbors, etc.). You should only report via Honolulu 311 if the incident you are reporting has occurred and the offender is gone from the scene.”
Q: What about drug dealing? It’s going on in my neighborhood.
A: For drug activity in progress or that needs an immediate police response, call 911. If it’s ongoing activity of which police should be aware but need not respond immediately, you can report it through the 311 app. This is according to HPD’s website.
Q: Are the 311 reports taken care of 24/7?
A: No. Honolulu 311 service requests are managed during regular business hours, Mondays through Fridays, excluding holidays, from 7:45 a.m. to 4:30 p.m.
Mahalo
I have only this as means to contact the individual who was kind and honest enough to return my wallet (intact with cards and cash), which I had lost at the Kaneohe City Mill on April 14. This individual even brought the wallet to my home in Kailua. We were not home at the time. We are sorry that we were not able to meet in person. We really want to thank you. — Sincerely, Robert
Write to Kokua Line at Honolulu Star-Advertiser, 7 Waterfront Plaza, Suite 210, 500 Ala Moana Blvd., Honolulu 96813; call 529-4773; fax 529-4750; or email kokualine@staradvertiser.com.
