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Council questions 3‑1‑1 staffing after mayor’s aide handles constituent work from mayor’s office
Summary
Councilors pressed the administration on where constituent services are handled after an assistant who performs 3‑1‑1 work was described as working out of the mayor’s office and representing the mayor at events. Administration said the office and mayor’s staff coordinate to route and resolve calls; councilors asked for clarity on roles and hours.
Everett councilors on May 28 sought clarity about where residents should go for help after staff described an assistant who performs 3‑1‑1 duties while also working in the mayor’s office.
Gaspar DeFilippis, who leads the 3‑1‑1/constituent services function, briefed the council on the department’s work to process service requests, reduce wait times for residential parking stickers and streamline trash-barrel delivery. “Our department serves as a critical front line between residents and city hall,” DeFilippis told the council.
Multiple councilors questioned why an assistant billed as the 3‑1‑1 director also works in the mayor’s office and appears at mayoral events. Councilor Martins said she had seen the assistant representing the mayor at community events and asked whether the assistant should be based in the 3‑1‑1 office to serve walk‑in constituents. The mayor’s office and 3‑1‑1 staff said the assistant does a mix of executive work, field outreach and constituent follow‑up and that the mayor’s office intends to centralize escalated calls through that position to improve tracking and follow‑through.
Administration said the office has redistributed some responsibilities to centralize requests and improve response times; councilors asked for continued evidence of responsiveness and suggested the city track call volumes and time-to-closure. The council approved the department’s FY26 budget as recommended during the session.
