The City of Cincinnati’s Emergency Communications Center (ECC) marks one year of service provided by its Community Responder (CR) teams, a growing part of the Alternative Response Program aimed at improving how the City handles non-emergency needs.  

Program History 

Initially launched in November 2024, the program created a dedicated team of Community Responders trained to assist with non-emergency issues reported through both 311 and 911. These include concerns such as disabled vehicles, curbside collection issues, potholes, service request assistance, and other quality-of-life matters. Responders receive in-depth training alongside staff in Alternative Response to Crisis (ARC) teams, learning about city​services and community resources to help citizens with a wide range of needs. CR and ARC teams work in tandem when issues arise above a CR response and require the help of a clinician or social worker from an ARC team, matching the right resource to the right situation. To learn more, visit the Alternative Response Program ARC webpage or CR webpage for more information. 

  

2025 Priorities 

Over the past year, ECC staff and partner agencies have collaborated to ensure responders are equipped with the resources and training needed to support residents in the field. Community Responders also play an essential role in guiding residents through city processes, connecting them with the correct services, and maintaining a proactive presence in neighborhoods and public spaces. These public spaces include Metro Transit Centers where Community Responders have especially enjoyed getting to know students across Cincinnati Public Schools. While at transit centers, CRs provide a positive adult presence and encourage student safety and success. CRs also participate in public events such as Cincinnati Recreation Commission’s Rec at Night and maintain regular visibility throughout Cincinnati’s parks. CR and ARC teams also play key roles in identifying and engaging with those experiencing homelessness in the city, connecting those in need with resources and community organizations who can help.  

 

Voices of the Program 

To mark this milestone, we asked our Community Responders to share their perspectives on year one of the program and previewing the year ahead. Follow @311Cincy on Instagram, Facebook, and X to see the Community Responder program and more ways 311Cincy connects citizens to the City services they need. 

 

 

Looking Ahead 

Since its launch, the program has grown from four to fourteen Community Responders, reflecting a growing need for this specialized support. As the program enters its second year, the ECC plans to strengthen partnerships with city agencies and community organizations, expand shift coverage and training opportunities, and continue refining response strategies for non-emergency issues. Increasing public awareness will also be a key priority, ensuring residents understand the role of Community Responders and how 311 can help connect them with solutions to city service needs. 

The ECC extends its appreciation to residents who have provided valuable feedback on this new service model and to the responders whose work has strengthened the connection between Cincinnatians and the services they rely on.