311 Organizational Chart

311 Fact Sheet

• Implemented in 1999 as part of the Office of Emergency Management and Communications (OEMC) as a non-emergency alternative.
• Works closely with OEMC to ensure proper staffing of the Emergency Operations Center (EOC) during critical exercises and operations, such as weather emergencies and escalation of the national threat level.
• Received an incoming call volume of approximately 2.8 million calls last year.
• Receives requests for City Services and forwards them to the appropriate departments.
• Tracked approximately 2,029,380 service requests last year (including duplicates); 1,744,570 (excluding duplicates).
• Processes nearly 100,000 non-emergency police complaints annually, freeing officers time for emergency response and community policing.
• Provides 311 System training to staff members from City departments, City agencies and aldermanic offices.
• Provides technical assistance to other cities and countries by coordinating site visits to the Call Center.
• Received the Innovations in American Government Award from the Ash Institute for Democratic Governance and Innovation at Harvard University's John F. Kennedy School of Government.
• Recipient of the National Public Service Excellence Award conferred by the Public Employees Roundtable.
• Featured on The Visionaries a nationally syndicated PBS program.
• Serves as the back-up facility to 911.