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Mayor's 2026 recommendation trims two 311 FTEs, credits IVR for shorter waits
Summary
The mayor's recommended 2026 budget for the Minneapolis 311 Service Center shows a small net staffing reduction tied to delayed openings at a South Minneapolis safety center, while the department credits its interactive voice response system with sharply reduced wait times and lower abandon rates.
The mayor's recommended 2026 budget for the Minneapolis 3-1-1 Service Center would remove two unfilled positions tied to the delayed opening of the South Minneapolis Community Safety Center while projecting modest overall budget growth for the department.
Minden Nizimbi, the 3-1-1 service center director, told the Budget Committee on Sept. 18 that the department has 45 employees (43 paid through its budget and two temporary positions funded by Public Safety Aid at the Lake Street Safety Center) and that the recommended 2026 budget shows a net decrease of two FTEs because two South Minneapolis positions remain unfilled until that center opens. "These are proposed to be restored in 2027," Nizimbi said.
Why it matters: 3-1-1 is the city's main intake for nonemergency services and information. City officials said investments in the department's interactive voice response system (IVR) and training have reduced average wait times and freed agents…
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