News Summary
Cleveland has improved its 311 non-emergency response system under Mayor Justin Bibb’s leadership. With the appointments of Kate Warren and Franco Formichelli, the city aims to enhance service delivery and accessibility for residents. The updated system includes a new online portal and support in over 240 languages, making it easier for citizens to report issues and access city services. Significant investment has been made to streamline the process and ensure timely responses to community needs.
Cleveland has announced significant enhancements to its 311 non-emergency response system, aimed at improving service delivery and accessibility for its residents. Mayor Justin Bibb confirmed the appointments of Kate Warren as the new director of the 311 system and Franco Formichelli as the assistant director. This revamp is a part of an initiative to modernize how citizens report non-emergency issues and access city services.
The 311 line allows residents to request city services, report issues, and gather information on municipal operations. Mayor Bibb emphasized the importance of the 311 system for providing timely responses to resident needs and concerns. With this renewed focus, the city aims to streamline its operations and enhance engagement with the community.
Kate Warren brings over 12 years of experience in local government and community engagement to her role, having previously served as the senior adviser to Mayor Bibb. Franco Formichelli has over 20 years of experience in workforce planning, having worked with the United Way of Greater Cleveland prior to his new position.
Residents can access the 311 service by dialing 3-1-1 or 216-664-2000 to report various issues, including pothole repairs, waste collection, and concerns regarding vacant properties. In response to the growing needs, Cleveland is investing $298,500 in an operational assessment conducted by InnoSource, aimed at improving the hiring process, training, and overall efficiency of the 311 Citizen Support Center.
The revamped 311 service officially launched in September 2024 and includes a new online portal. This portal enables residents to submit service requests directly, thus enhancing the overall citizen experience. With an initial allocation of $4 million from federal COVID relief funds, the modernization of the 311 system is designed to facilitate the recovery and improvement of city services.
Over 36,607 requests have been logged in the 311 system this year, with the highest volume of inquiries revolving around trash and waste collection. To further increase awareness and usage of these services, the city has initiated a $696,595 advertising campaign featuring billboards and online advertisements.
In addition to telephone services, the new online portal allows for requests such as trash bin delivery and reporting instances of illegal dumping. Recognizing the linguistic diversity of its residents, the updated 311 service now offers support in more than 240 languages, making these crucial services more accessible to everyone in the Cleveland community.
Cleveland Public Library is collaborating with the city to offer in-person assistance for residents needing support with the new 311 online services. This partnership aims to bridge any technology gaps for residents unfamiliar with the digital platform.
The modernization of the 311 system reflects Mayor Bibb’s commitment to improving interactions between residents and local government, ensuring that all community members can easily access city services and get their concerns addressed promptly.
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Additional Resources
- Spectrum News 1: Cleveland Mayor Bibb Non-Emergency Line
- Wikipedia: Cleveland
- Cleveland.com: What’s the 411 on 311
- Google Search: Cleveland 311 service
- WKYC: Cleveland’s New 311 Website
- Encyclopedia Britannica: Cleveland
- Hoodline: Cleveland’s 311 Service Supports Over 240 Languages
- Google News: Cleveland 311 service
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