Vice Mayor Ann O'Brien Leads Charge to Modernize Public Safety with AI-Powered Non-Emergency Line

“Public safety is about more than fast emergency response—it also means ensuring people can report non-emergency concerns without delay or frustration.

The Phoenix Police Department gets more than 500,000 non-emergency calls annually. When I learned our 911 dispatchers were responsible for handling both emergency and non-emergency calls—and that many residents making non-emergency calls were giving up due to long wait times—I committed to finding a solution.

After researching technology options, I requested City staff and the Police Department explore voice-activated AI-powered systems to handle non-emergency calls. At the time, I noted that Portland, Oregon, had found success with AI software that handled 24,000 non-emergency calls in a single month.

Now, I’m proud to share that Phoenix has launched a new AI-enabled solution for our non-emergency line, 602-262-6151. It’s a game changer! The system speaks up to 36 languages and will triage calls through a series of questions before directing callers to the right resource, keeping our 911 lines clear for emergencies.

Whether someone’s reporting a noise complaint, parking problem or another issue that does not require an officer’s immediate response, this new system ensures faster, more targeted help—and it helps our dispatchers stay focused where they’re needed most—handling emergency calls.

This is how we move Phoenix forward: by combining innovation with action.”

How Call Triage for the non-emergency phone number works:

A person calls Crime Stop (for non-emergencies) at 602-262-6151.

AI-powered system will triage the call by identifying the intent of the call and directing/transferring the call to the needed resource.

If a caller needs an officer to respond, the call will be transferred to a 911 operator.

A resident will always have the option of speaking to a live dispatcher if they prefer.

Media Contact:

Christina Estes
Director of Communications, Office of Vice Mayor Ann O’Brien
Christina.estes@phoenix.gov
602-520-2762 call or text

About District 1
District 1 is located in northwest Phoenix. The southern boundary is Northern Avenue and the northern boundary is just north of New River Road. The district shares a boundary to the west with the cities of Glendale and Peoria, and the eastern boundary aligns with the I-17 Freeway. At Bell Road, the district extends east to 19th Avenue and incorporates the Deer Valley Airport north of the Loop 101 Freeway. Councilwoman Ann O’Brien was elected in November 2020 and took office April 2021. Her primary issue focus areas are public safety with an emphasis on supporting law enforcement, redevelopment of Metrocenter mall area in her district, roads and transportation, and education. For more information, please visit Phoenix.gov/District1.