This case study discusses 311 pre-planning efforts at Orange County’s Public Safety Communications Division. After Hurrican Charley, officials realized that citizens were confused about which number to call for what information. In response, the county promoted Orange County Government 3-1-1 as the source of reliable information during an emergency. 3-1-1 was still in its pilot phase when hurricanes Frances and Jeanne struck in 2004, but citizens were informed about the number to call with their questions. Officially launched in 2005, Orange County Government 3-1-1 is undergoing continuous improvement and is a critical element in central Florida's emergency planning and response strategies.

This document is part of the Integrating 311 into Disaster Response & Recovery toolkit, featuring resources for communities wanting to make the best use of their 311 system before, during and after an emergency or disaster.