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San Jose public information manager outlines 311 services, language access and repair timelines
Summary
Chelsea Palacio, public information manager for the City of San Jose's Department of Technology and Information, described how San Jose 311 handles requests for trash pickup, graffiti removal, potholes and streetlight outages, current language services and outreach plans, and the city's processes for abandoned vehicles and encampment cleanups.
Chelsea Palacio, the City of San Jose's public information manager in the Department of Technology and Information, presented an overview of the city’s San Jose 311 service and how residents can use it to report neighborhood problems.
Palacio said San Jose 311 handles a range of requests including trash and bulky-item pickup, pothole repairs, graffiti removal and public streetlight outages. "San Jose 311 is here to help residents report issues such as graffiti, potholes and streetlights," she said, describing the service as a single point of contact by phone, app or online.
The presentation emphasized language access. Palacio said the 311 system currently serves callers in English, Spanish and Vietnamese, and added that city staff are looking at adding Chinese-language support to expand access for more residents.
Palacio described outreach and information tools the city uses to increase awareness: brochures, a searchable web page, and a color-coded map that lets users view service work and customer satisfaction by district. She said the city tracks customer satisfaction at the district level to monitor how well services are being delivered.
On specific operations, Palacio said the city is addressing a backlog of streetlight repairs and that crews are working on repairs over roughly a six-month period to reduce outstanding outages. She also described the abandoned-vehicle process: the police department is asked to verify whether a vehicle is abandoned, and staff look for indicators such as flat tires before moving forward with removal.
Palacio referenced California law and city procedures that govern when vehicles may be removed and how encampment cleanups are carried out, and she said different city teams handle sanitation, cleanup and outreach depending on the situation.
She closed by inviting questions, pointing residents to webinars and reminding listeners that San Jose 311 is reachable by phone at 311, via the city app or online. "Thank you for helping us make sure this city is responsive," she said.
