PDX 311 April Monthly Report

City of Portland, Oregon sent this bulletin at 05/15/2024 10:56 AM PDT

Monthly Report

April 2024

Hours
7 a.m. - 8 p.m.
23 active staff

15,996
Contacts in April

85% of calls
answered in
25 seconds or less

PDX 311 co-tabling with Aim for Access at People with Disabilities in Recreation Resource Fair

What is 311?

311 provides a single point of contact for community members to access City
government and the services it provides. The program also provides information and referral services to the community for other local government, community and social services, including vital and time-sensitive public notification in emergency and disaster.

Contact Volume

PDX 311 answered 15,996 phone calls, emails, walk-in at the Portland Building in April 2024.

Contacts to PDX 311 in April grew 21% between 2023 and 2024.

Columns show numbers of contacts from all sources in February, March, and April.

Contact volume by service

Community members contacted PDX 311 most frequently about reporting campsites, followed by automatic transfers from 503-823-3333 Public Safety Non-Emergency dispatch line.

Bars show the number of times 311 assisted community members with services by April volume.

Contact volume by agency

Top 3 agencies by April contacts

Bars show the number of times 311 assisted community members with services provided by the City of Portland, Multnomah County, and other jurisdictions and agencies.

Three month contact volume trends

Top 10 bureaus by contact volume, showing February through April volumes.

Ongoing service migrations

PDX 311 is currently working with multiple bureaus to improve and streamline phone, email, and online customer services. Click to edit this placeholder text.

TrackIT replacement & process improvement

Report an abandoned auto
Replacement of 25 TrackIT forms for PBOT Maintenance Operations with 9 new forms

Phone or customer service completed migrations

Request a cooling unit
Report a campsite
Report a park maintenance or safety issue (internal & external form)
Apply for a Temporary Street use Permit
Report an Obstruction on a Street, Sidewalk or Other Right-of-Way
Request Assistance from a City Outreach Worker

Outreach

Bridging the Gap: How One Customer Service Rep Helped Scout Troop 19 Explore Portland

When Scout Troop 19 set their sights on Portland's famed 4T Trail, they knew it would be an adventure unlike any other. The unique excursion, which involves traveling by trail, tram, trolley, and train, promised a day of exploration and discovery. But as they began planning their journey, an unexpected hurdle emerged: the cost.

Contacting PDX 311 for guidance, the troop discovered that 30 tickets were needed to cover their entire group, making the outing prohibitively expensive. The dream of hiking, riding, and rolling through Portland’s scenic routes seemed to be slipping away. That’s when Kristi, a PDX 311 Customer Service Representative, stepped in.

Kristi, a seasoned representative known for her dedication and resourcefulness, took it upon herself to investigate. She reached out to various transit authorities, hoping to find a way to secure discounted tickets for the troop. Her efforts, however, met with disappointment; no such discounts were available. Undeterred, Kristi decided to take matters into her own hands.

Leveraging her extensive network of contacts, Kristi embarked on a mission to raise the necessary funds. Through private channels and the goodwill of community members, she managed to secure enough money to purchase 15 tickets. This generous contribution halved the cost for the troop, making the 4T Trail adventure a reality.

David Parry, the Scoutmaster of Troop 19, expressed his heartfelt gratitude. "Thank you so much for the donation. We had such a grand time on the 4T trail exploring the city as a Scout Troop. It was awesome! You helped give much-needed access as things can get costly. Appreciate it so much."

For Kristi, the experience was about more than just doing her job. "This request and follow-up isn't part of the regular job," she shared, reflecting on the journey. "But sometimes inspiration happens." Her initiative not only enabled a group of young scouts to experience the richness of Portland but also underscored the power of community and the impact one person can have.

As Troop 19 trekked the trails, ascended the tram, toured the trolley, and navigated the train, they did so with a renewed sense of adventure and gratitude, thanks to one woman's determination to make a difference.