Monthly Report

July 2024

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

19,872
Contacts in
July

60% of calls
answered in 
25 seconds or less

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 19,872 phone calls, Emails, and Walk-ins at the Portland Building in July 2024.

Contacts to PDX 311 in July grew 28% between 2023 and 2024.

Columns show numbers of contacts from all sources in 2023 and 2024.

Contact volume by service

Community members contacted PDX 311 most frequently about reporting a campsite, the Cooling Portland Program, and 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 July volume.

Contact volume by agency 

Top 3 agencies by July 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, from May through July.

Customer Service Onboarding & TrackIT Replacement Projects

PDX311 is working with multiple bureaus to replace TrackIT and overall improve and streamline phone, email, and online customer services.

Recently Completed Projects

• Apply to Use the Portland Sign
• Request a Kit to Test Your Drinking Water for Lead
• Request a Cooling Unit
• Report an Abandoned Auto
• Report an Obstruction on a Street, Sidewalk, or Other Right-of-Way
• Request Assistance from a City Outreach Worker

Outreach

PDX 311 partner with Cooling Portland Program

The Cooling Portland Program, developed and funded by the Portland Clean Energy Community Benefits Fund (PCEF), provides portable energy-efficient heat pump/cooling equipment to low-income Portland residents. The initiative prioritizes those vulnerable to extreme heat caused by climate change. Qualifying recipients must live within Portland city limits and earn less than 60% of the area median income. Priority is given to those over 60, living alone, or with medical conditions exacerbated by heat. To make access to applications equitable including bilingual resources, ADA support, and assistance from live call takers seven days a week, Portlanders can now call 3-1-1 or fill out an application on the City of Portland website to apply for a cooling unit. As of July 2024, the 311 program has received approximately 7,343 applications. Applications are reviewed and qualified individuals are assigned to a Community Distribution Partner to coordinate installation of the equipment. Since its launch in 2022, Cooling Portland has installed over 11,600 units, with a goal of distributing 15,000 units over five years.