3‑1‑1 manager presents FY2025 call and request data; staff highlight response metrics and outreach plans

City 3‑1‑1 staff presented an overview of fiscal year 2025 activity, reporting more than 62,000 total requests, strong service‑level compliance across districts and steps to expand outreach and internal coordination.

Miss Clark, presenting for the 3‑1‑1 team, said the unit has 16 staff members and highlighted response metrics: about 38,678 calls classified as "data calls" (calls for information that do not result in service requests), and an average daily call volume of 170 to 200. Clark said 98% of callers who enter the queue are answered within 30 seconds, and that the average time to process a call once answered is under 90 seconds.

Clark said the department received roughly 62,000 total requests entered by 3‑1‑1 staff and that top service categories by volume included water, other garbage/trash/recycling issues (6%), animal control (5%), code enforcement (4%), and missed garbage (3%). She also described procedural improvements: a quality‑assurance protocol, manual rerouting that has moved about 350 requests this year (about 1,300 total since 2023), and monthly team huddles to address training and crisis readiness.

The presenter reviewed district‑level performance, saying service‑level agreement (SLA) compliance by district ranged from about 81% to 86% and that the citywide average SLA is about 83%. Clark described the SLA for a loose‑dog request as two days and explained the software alerts and supervisory escalation that trigger when SLAs are missed.

Clark said the department is working to grow mobile‑app adoption and is considering expanded social‑media response protocols. She asked council members to encourage constituents to download the city’s mobile app and noted the app allows users to include photos and precise locations with requests.

Council members thanked the 3‑1‑1 staff for the work; the presentation was informational and did not require council action.