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Call Center Operations Unit

311 is an easy-to-remember number to put callers in touch with the vast array of programs and services the City of Chicago has to offer.  The 311 operation is available to report service needs, check the status of previous service requests, obtain information regarding City programs or events, and file non-emergency police reports.

Last year the 311 Call Center received approximately 3.9 million calls!  The Call Center operators have received extensive training and are prepared to treat every caller as a valued customer.  The operators also have access to a language bank to request the assistance of translators, who provide translation for more than 100 languages, if needed.

A call to 311 triggers a series of events.  If the caller needs information, a few keystrokes will give the 311 operator access to a database with City information.  if the caller requests a City service, intake screens guide the 311 Operator to ask for, and enter, the necessary information.  If the caller wants to file a non-emergency police report, the operator will connect the caller to a sworn police officer in the Chicago Police Department's Alternative Response Section (ARS), housed at the 311 Call Center, for assistance.

The 311 Customer Service Request (CSR) technology includes an intake form used to create a service request, assign a tracking number, prompt a checklist of steps to resolve the problem, and generate work orders and any necessary correspondence.  Each service request entails a code for its service type and a corresponding realistic customer service goal that recognizes organizational demands while meeting customer expectations.  The CSR System distributes the work orders to the appropriate governmental and non-governmental agencies, which can be printed  as hard copies, uploaded to mobile computers or wireless transmission to smartphones, PDAs, pagers and other portable devices.

Call 311 if you want to...

  • Find services and programs within the City of Chicago, or to find the appropriate department or agency to direct your questions and/or concerns.
  • Request numerous City Services. Some of these services include, but are not limited to request garbage carts, report stray animals, report abandoned vehicles and more.
  • Request information about City and neighborhood events, including parades, Grant and Millennium Parks festivals, and Chicago Public Library programs. Also visit choosechicago.com more to find more exciting activities happening everyday around Chicago.
  • Find out what Police District and beat you live in, as well as the date, time and location of your next beat meeting.
  • File a non-emergency police report or talk to police personnel in your district. Remember, dial 311 if the incident that you are reporting has occurred and the offender is gone from the scene; however, dial 911 if the incident you are reporting is in progress and the presence of a police officer will help resolve the matter.
  • Find out what political district you live in (federal, state or municipal), as well as the name, address and telephone number of your Alderman so you can forward your questions and/or concerns directly.
  • Request shelter information & assistance and information about homelessness prevention. It is important to relay as much information as possible to the operator so that the City can service you as quickly and efficiently as possible.  The City of Chicago offers residents a variety of options designed to help improve their quality of life, including the "Home Ownership Preservation Initiative (HOPI)" and the "Homelessness Prevention Call Center (HPCC)."

And more...

Most Recent News (Call Center Operations Unit)

Apr 13, 2016 Outstanding 911 Emergency Operations and 311 City Services personnel honored during National Public Safety Telecommunications Week
Jul 24, 2015 Mayor Emanuel Announces 311 Enhancements To Boost Services For Veterans
Sep 11, 2014 Mayor Rahm Emanuel Launches Online Community Forum To Engage With Chicago Residents
Aug 28, 2014 Mayor Emanuel Launches Next Phase of Open 311

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