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The first use of 3-1-1 for informational services was in Baltimore, Maryland, where the service commenced on 2 October 1996. [2] 3-1-1 is intended to connect callers to a call center that can be the same as the 9-1-1 call center, but with 3-1-1 calls assigned a secondary priority, answered only when no 9-1-1 calls are waiting.
As the graph shows, requests put in during the morning see a 5-hour median response time; wait until the end of the afternoon, and you're looking at a response time closer to 17 hours.
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