This report describes the training opportunities afforded to 311 system personnel through U.S. Department of Homeland Security's National Incident Management System (NIMS) and Incident Command System (ICS).  NIMS provides a proactive approach to direct departments and agencies at all levels of government and serves as a guide to the private sector and nongovernmental organizations. The primary directive of ICS  is to prepare unacquainted personnel to work seamlessly together to respond to and recover from a disaster. Together, they offer a range of training opportunities that are applicable to 311 and other local government call center agents.

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.