Monthly Report

December 2025

Family taking a selfie infront of holiday lights

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

17,714
Contacts in 
December

76% of calls
answered in 
25 seconds or less

What is 311?

311 provides a single point of contact for community members to access City services. The program also offers information and referral services for other local government, community and social service programs, including vital, time-sensitive public notifications during emergencies and disasters.

Contact Volume

In December 2025 PDX 311 answered 17,714 requests from community members, including phone calls, emails, and in-person requests at the Portland Building.

Contacts to PDX 311 in December grew 17% 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 automatic transfers from 503-823-3333 Public Safety Non-Emergency dispatch line, reporting a hazardous tree, and reporting a automobile at a campsite.

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

Contact volume by agency 

Top three agencies by December 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 October through December.

Columns show the number of contacts 311 assisted with services provided by the corresponding City Bureau over the last three months.

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Services and many City programs to modernize and streamline phone, email, and online customer service and replace outdated technology like TrackIT.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.

 Recently launched services include:

• File a Crash Report
• Request a Firefighter Visit
• Request a Belmont Firehouse Museum Visit
• Submit Feedback to the Portland Bureau of Emergency Management
• Submit Feedback Regarding your 911/Non-Emergency Call Experience

In March, community members used these improved online forms to submit 20,423 reports, requests, and applications. The top five forms by number of submissions were: reporting a campsite, reporting an abandoned vehicle, applying for a street use permit, reporting graffiti, and contact an elected official.

Highest volume online services

Online forms with the greatest number of submissions in December.

Bar chart shows top five online submissions to forms that have been retooled and reconfigured by 311 and partner staff.

Program Highlight

PDX 311 supporting community members reporting fireworks on New Years Eve

The City of Portland continues to remind community members that personal fireworks are illegal and has made a reporting tool available to help support public safety and education efforts. Community members were encouraged to report fireworks activity on New Year’s Eve using the report fireworks form or by calling 3-1-1, where staff were available to take reports in multiple languages. PDX311 staff took 11 calls and the report form generated 197 reports. The non-emergency fireworks reporting tool launched in July and has proven to be an effective public safety resource. Information collected through the form supports PF&R and public safety partners in identifying trends, targeting education efforts, and reducing unnecessary 911 calls. During the July 4 holiday, a combination of increased staffing, public education, and the fireworks reporting form contributed to a significant reduction in 911 call volume. Calls to 911 on July 4, 2025, were down 13% compared to 2024. Average wait times also improved substantially—8 seconds in 2025, compared to 26 seconds in 2024 and 70 seconds in 2023—allowing dispatchers to focus on true emergencies and improving overall response times. Fires caused by fireworks are trending downward but remain a concern.