In 1997 the Federal Communications Commission reserved the 3-1-1 telephone number for the public to reach non-emergency police and other government services. The first service began in Baltimore, and is now in more than 30 major cities and counties throughout the country including New York City, Washington DC, Chicago, Detroit, Las Vegas and San Jose, California.  By partnering with the City of Miami, Miami-Dade County has become the first multi-jurisdictional program in the nation to provide 3-1-1 service.

In 2004 Miami-Dade County began the installation of hardware and software systems. A new facility was equipped with state-of-the-art equipment to serve as the new central call center. Staff with customer service experience have been transferred from other County departments and hired from the private sector. All 3-1-1 Specialists receive more than 270 hours of training. County and City staff worked with 3-1-1 staff to create a new Knowledge Base system and integrate call-handling systems.