Who should I call?
911: Emergency Helpline
If you have an emergency, you should call 911. Be prepared to specify the nature of the issue and which emergency services are needed (fire department, EMS, or police). Do not call 911 for non-emergency services or any other city services.
To reach 911 you can simply call the number and be rerouted to your local emergency services. You can text the number as well.
211: Maryland United Way
Maryland 211 provides free referral to health and human services. You can call to be redirected to resources for food, healthcare, housing, tax help, and many other services. A similar program, Charmcare, is available for Baltimore City residents.
Additionally, you can call 211 + 1 to access a trained specialist in suicide prevention, opioid crisis intervention, and mental health.
You can reach 211 by calling or visiting their website.
You can reach confidential, 24/7 mental health health support through the new 988 system. This is a national network of crisis centers that assist with suicide, mental health, substance use, or any other kind of emotional distress.
You can simply dial 988 to be connected to the helpline. You can also call to seek information on behalf of a loved one. You can text the number as well. The older lifeline number, 1-800-273-8255, is also remaining operational.
988: Suicide and Crisis Lifeline
311: Baltimore City Helpline
311 is Baltimore City’s non-emergency helpline. You can call with nearly any issue affecting city services, ranging from park maintenance to potholes to water billing.
If you would like to make a request, you can call, file on your smartphone, or file online. See making a 311 request below.
Baltimore Crisis Response
Baltimore Crisis Response has answered over 55,000 calls.
Their staff operates a 24/7 Here2Help Hotline.
You can call 410-433-5175 to get connected with a trained counselor who can provide mental health or substance use information, referrals, counseling, emergency assistance, and crisis intervention.
Substance Use Crises
What do I do if someone overdoses?
In Baltimore City you can purchase Naloxone at any pharmacy without a prescription. If you have been trained, you can find the instructions to administer Naloxone online (Nasal or EVZIO).
The Baltimore City Health Department offers free overdose trainings, including Naloxone trainings.
Call 911.
Explain your exact location to the operator and your phone number so that they can call you back in case the call drops. If you know, share what substances the individual took.
Most states have enacted Good Samaritan Laws, which may offer protection for those who report an overdose in good faith, even if criminal activity is involved.
Look for symptoms.
Check to see if the individual has any symptoms of overdose, including if they are unconscious; gasping, snoring, or not breathing; shallow or slow breathing; blue fingertips or lips; clammy skin or face is pale; limp body; slowed or stopped heartbeat; or the individual is vomiting. An individual that overdoses on opioids may experience a “death rattle” where breathing has a distinct rattle. This is a sign that the individual requires immediate medical attention.
Support the person.
Stay with the person and help them to their side. If needed, you may need to provide rescue breathing or chest compressions to the individual. Here are the steps for rescue breathing:
Check that nothing inside the person’s mouth or throat is blocking the airway.
Place one hand on the person's chin, tilt the head back and pinch the nose closed.
Place your mouth over the person's mouth to make a seal and give 2 slow breaths.
The person's chest should rise (but not the stomach).
Follow up with one breath every 5 seconds.
Administer Naloxone.
Naloxone is a drug that inhibits the effects of opioids and can reverse an overdose. If you are trained, you should administer Naloxone. If not, wait until emergency services arrive.
Filing a 311 Request
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Call in.
You can dial 311 on any phone to access Baltimore’s 311 operating system. You will be directed to an operator, who will ask you a few questions about the issue you are experiencing. It is very important that you make note of the 311 service request number they provide you.
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File on the app.
You can download Balt311 on iOS or Android devices. On the app, you can file requests, track actions on your submitted requests, or make online payments to the City. Simply hit “Request”, select the type of issue, and answer the prompted questions. It is highly recommended that you attach pictures to your request. This helps direct City employees when working on your request and our office when following up with City agencies.
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Go online.
You can use the button below to be redirected to Baltimore’s 311 website. There, you can select for the request you would like to file, such as for pothole repairs, and answer the prompted questions. As for filing on the app, it is highly recommended you attach pictures to your request. You should also make a note of your 311 service request number. You can also view progress on your request.
How do I effectively use 311?
You may notice when filing a 311 that it is closed automatically or closed improperly without the issue actually being solved. There are a few actions you can take to increase the likelihood of your request being properly resolved in a timeline matter.
When filing requests it almost always helps to submit photos. For example, if you have an issue with a pothole it helps direct City workers to the exact location. Another example would be to photograph rat droppings if you have filed a rodent request. This helps serve as evidence of the problem and again to direct City workers to the location of the problem. You can submit photos directly online or in the 311 app. If you do not have access to a computer or smart phone, you can also reach out to our office with photos.
Keep track of your 311 number. You can follow the progress of your request using this number. Additionally, if your request isn’t handled properly, you can reach out to our office for assistance. If you provide the 311 request, we can follow up with city agencies. The 311 request provides a paper trail that allows for better accountability and tracking of an issue’s progress.
Be specific and concise. You should be able to clearly enunciate the issue in a few sentences.
Provide relevant information, including an exact address. If you are experiencing a water billing issue, for example, you should provide the months that the water bill was inaccurate, your address, your billing account number, and any communications you have had with DPW.
Leave a reliable contact method. City workers will typically follow up with you to get additional information and context.
Keep a record of your communications. This includes calls to 311 or any communications with City agencies.
Follow up with our office. If the initial timeline has passed without the issue being resolved you can reach out to our office. We will ask for your initial 311 and may follow up for additional information depending on the request.
FAQs
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Instead of filing a 311 you should directly contact BGE at (877) 778-2222 as well as follow up with our office.
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You should first check to see if the outage has already been reported on BGE’s website. If not, you can report a new outage on their website. You should also file a 311 and can follow up with our office.
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You can reach out to our office or notify local organizations that support sex workers, such as Her Resiliency or SWOP Baltimore.
Prostitution is considered a non-prosecutable crime. This means that if you call 911 to report sex workers there are limited actions that BPD can take.
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If you witness drug or substance use activity we encourage you to submit information to your local police district. If you live in Southeast Baltimore you can submit information to the SE Police District’s anonymous tip line (sedtips@baltimorepolice.org).
We have seen scenarios in which constituents have routinely submitted information through this email address and enabled the Police Department to build enough evidence to take further action, including a raid on a house that was used for drug dealing.
Of course, if you ever feels that there is imminent danger, you should call 911. However, submissions of information to SED Tips can help BPD to build a case over time or get a search warrant.
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In addition to 988, the Baltimore City Health Department operates 24/7 crisis and information line. You can call (410) 433-5255 for substance use referrals, counseling, suicide intervention, or teen crisis intervention.
If you need assistance scheduling an appointment for mental health services you can call Behavioral Health System Baltimore at (410) 637-1900, option 1.
Services for groups can be accessed by calling 311 and asking to be referred to BCHD-approved mental health providers or by emailing bchd2@baltimorecity.gov.
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You can view a submitted police report online. Additionally, you can also report a crime or officer misconduct online. Note that you should never file an emergency report online, instead call 911.
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If you live in Southeast Baltimore you can submit information to the SE Police District’s anonymous tip line (sedtips@baltimorepolice.org).
If you feel uncomfortable contacting BPD, you can also submit an anonymous tip to Metro Crime Stoppers of Maryland online or by calling 1-866-7LOCKUP.