Even if you didn’t grow up in the United States, most people know that 911 is the emergency number to call for the police, the fire department or for emergency medical services.
But did you know that there is also the option of calling 311?
NYC311 is a centralized, non-emergency service line implemented in New York City in 2003 by then-Mayor Michael Bloomberg. Known as the “bridge to city government,” 311 connects New Yorkers to over 200 agencies and nonprofits, representing various community resources, social services and avenues to file complaints.
This guide will walk you through some of the most important things you should know about NYC311:
How do I reach 311 — and how accessible is it?
You can simply dial 311 or 212-NEW-YORK (212-639-9765) to reach one of their representatives who can assist you.
The call center operates 24/7, 365 days a year, with callers able to access 175 languages and dialects when they ask to speak with an interpreter.
People can even text 311-692 anytime of day or night for similar responsive services from 311 agents, but message and data rates apply.
If you’re tech-savvy, there is an online 311 website you can use instead. NYC311 is also available in the form of a mobile app for Android and Apple devices. Both platforms are useful for filing and tracking certain service requests.
You can also connect with NYC311 via social media:
What kinds of services can 311 connect me to or help me with?
From reporting noise complaints and pests issues to alternate side parking questions, transportation requests and election information — NYC311 provides assistance and/or guidance in several areas. Here are some of the most popular areas of inquiry for city residents:
Requesting trash, recycling and compost collection
You can contact 311 to notify the city’s sanitation department regarding any missed collection for recycling, compost or trash. You can also reach out to 311 to file an illegal dumping report if garbage has been abandoned on public streets. 311 also allows you to arrange for the free removal of oversized belongings, like furniture, directly from the curb.
Getting assistance with confidential immigration and citizenship services
NYC 311 can provide immigrant New Yorkers with help or information on application forms (including fee information), delayed immigration cases and other legal issues, ESL classes, asylum seeker programs and more. 311 can also provide immigrant New Yorkers with referrals to community-based organizations which can help with more individualized aid.
Reporting threats of deportation
It is illegal for landlords to threaten to call ICE to coerce tenants. Threats of deportation, whether from landlords, employers or service providers are not tolerated in New York. These can be reported by calling 311 to be connected to staff at the NYC Commission on Human Rights. Victims of such behavior may file a complaint against the offender and receive legal help.
Filing quality of life complaints
Dialing 311, or using one of their digital platforms, is truly a one-stop shop for when you feel you’ve been left with no other choice but to file a complaint for a range of urban living grievances. These include noise complaints—from loud neighbors, parties, or the bar downstairs—to apartment maintenance issues and illegal parking.
Reporting dirty sidewalks
You can call 311 to report dirty sidewalks. The agent who answers will create a service request, which will be sent to the Department of Sanitation (DSNY) for inspection and the filing of a violation if your complaint is found to be justified. Property owners are responsible for cleaning their sidewalks and 18 inches into the street.
You must provide the exact address of the area, including the borough, and you will receive a service request number to track the complaint.
Locating emergency food assistance
If you give your location, 311 operators can provide the address of the nearest food pantries and community kitchens. If in urgent need, you may be directed to an emergency food hotline. And, if you cannot leave your home, 311 can assist with registering for food delivery services such as GetFoodNYC, which provides three days of food (9 meals per person).
New York City’s 311 service has been a crucial resource for all New Yorkers over the years — helping to alleviate issues pertaining to noise pollution, actual pollution, maintenance issues, parking compliance and even immigration-related queries.
For non-emergency situations, calling 311 is a double win — both in terms of meeting residents’ needs for assistance and in freeing up the phone lines for important 911 calls.
Learn more about the myriad of available 311 services here — and just for fun, check out some of the most memorable calls/complaints 311 operators have ever received in the 311 20th Anniversary Report (page 7).
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