PDX311's June Program Report

City of Portland, Oregon sent this bulletin at 07/03/2025 10:23 AM PDT

Monthly Report

June 2025

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

22,471
Contacts in June

74% 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

In June 2025, PDX 311 answered 22,471 requests from community members, including phone calls, emails, and in-person requests at the Portland Building.

Contacts to PDX 311 in June grew 18% between 2024 and 2025.

Lines show numbers of contacts from all sources in 2023, 2024, and 2025.

Contact volume by service

Community members contacted PDX 311 most frequently about reporting a campsite/requesting cleanup, automatic transfers from 503-823-3333 Public Safety Non-Emergency dispatch line, and Cooling Portland.

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

Contact volume by agency

Top three agencies by June contacts, grouped by jurisdiction.

Columns show the number of times 311 assisted community members with services provided by the corresponding bureau or jurisdiction.

Three-month contact volume trends

Top 10 bureaus by contact volume, from April through June.

Improving customer service across the City

PDX311 is working with the Bureau of Technology Services and many City programs to modernize and streamline phone, email, and online customer service and replace outdated technology like TrackIT. The goals of this work are to make it easier for community members to report common issues or request City services and to help City staff more efficiently respond to these requests.

To date, the team has launched 31 improved online forms on Portland.gov. Recently launched services include:

Highest volume online services

In June, community members used these improved online forms to submit 26,300 reports, requests, and applications. The top five forms by number of submissions were: reporting a campsite, applying for a street use permit, applying for a cooling unity, reporting an abandoned vehicle, and reporting graffiti.

Online forms with the greatest number of submissions in June.

PDX 311 Staff Drive Record-Breaking Community Support in 2025

Thanks to the dedicated efforts of its staff, 311 is setting new contact records in 2025. PDX 311 is the City of Portland and Multnomah County’s main contact for non-emergency services and government information, operating since 2020.

We began our record-setting year in May 2025, when staff responded to a program-record 23,815 interactions, surpassing the previous monthly record set back in September 2024 (22,133 contacts). In June, the team handled another 22,471 requests. These remarkable results are a direct reflection of the dedication and professionalism of our team--the employees who work every day to connect Portlanders with the services and information they need.

Now, only halfway into 2025, the PDX 311 team has already assisted the community 113,833 times—a 20% increase over the same period last year and more than the program received in its entire first year of operation (FY 2020-21). Every one of these contacts reflects a meaningful interaction with our community—whether through online forms, emails, phone calls or in-person support at the Portland Building.

Top Contact Topics

Inquiries typically come from community members reporting campsites or requesting campsite cleanups, calls transferred from the Public Safety Non-Emergency dispatch line and reports of illegally parked or abandoned vehicles.

Contact volume surged in May and June, however, largely due to interest in Cooling Portland—a community-led initiative funded by the Portland Clean Energy Community Benefits Fund (PCEF). This program provides lifesaving, energy-efficient portable heat pump and cooling units to low-income households—focusing first on those most at risk from extreme heat driven by climate change.

PDX 311 Teamwork
The team includes 23 highly trained customer service representatives and seven service dispatchers. These front-line City of Portland employees are extensively trained in the operations, policies and services of the City, Multnomah County and other partner jurisdictions. Their ability to skillfully navigate complex systems—and use tools like the internal knowledge base and Zendesk platform—ensures they deliver consistent, accurate and timely responses to the community’s questions, reports and service requests. They are supported by three supervisors and a program manager who lead

The PDX 311 team is committed to providing quick, easy and equitable access to government services and information for residents of Portland and Multnomah County.

Every day, PDX 311 staff play a vital role in connecting Portlanders with the help they need—whether it’s reporting a safety concern, applying for assistance or understanding how city services work. Their service is not just transactional; it’s personal, responsive and grounded in a commitment to community well-being.