Our Structure

311 Organizational Chart


311 Fact Sheet

  • Implemented in 1999 as part of the Office of Emergency Management and Communications (OEMC) as a non-emergency alternative.
  • Works closely with OEMC to ensure proper staffing of the Emergency Operations Center (EOC) during critical exercises and operations, such as weather emergencies and escalation of the national threat level.
  • Received an incoming call volume of approximately 2.8 million calls last year.
  • Receives requests for City Services and forwards them to the appropriate departments.
  • Tracked approximately 2,029,380 service requests last year (including duplicates); 1,744,570 (excluding duplicates).
  • Processes nearly 100,000 non-emergency police complaints annually, freeing officers time for emergency response and community policing.
  • Provides 311 System training to staff members from City departments, City agencies and aldermanic offices.
  • Provides technical assistance to other cities and countries by coordinating site visits to the Call Center.
  • Received the Innovations in American Government Award from the Ash Institute for Democratic Governance and Innovation at Harvard University's John F. Kennedy School of Government.
  • Recipient of the National Public Service Excellence Award conferred by the Public Employees Roundtable.
  • Featured on The Visionaries a nationally syndicated PBS program.
  • Serves as the back-up facility to 911.

Department Facts


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