QUESTION
How does 311 complaint handling work across different city departments and NYCHA?
1:12:51
·
3 min
Complaint handling via 311 varies across departments due to differing complaint volumes and demands, and NYCHA's integration with 311 is complex.
- 311 operates across various city departments, including NYPD and the fire department, with complaint volumes influencing resource deployment.
- Council Member Vickie Paladino inquires about the number of staff handling 311 complaints for each department and the possibility of NYCHA having its own dedicated 311 service.
- Dan Steinberg highlights that some city departments are more complaint-driven than others, affecting the allocation of resources.
- NYCHA's integration with the city's 311 complaint system has historical complexities, and the idea of NYCHA having its own complaint system is considered problematic.
Vickie Paladino
1:12:51
So NYPD as well gets fielded out to their their 311 calls gets fielded out to NYPD and the same thing for the fire fire department.
Dan Steinberg
1:13:02
That's right.
Vickie Paladino
1:13:03
Okay.
1:13:04
So my office is extremely busy.
1:13:07
And most of which we hear constantly is Vicky.
1:13:11
We call 311 a hundred times.
1:13:14
Or more.
1:13:15
You know?
1:13:15
It's 3 years now into the job and holy cow.
1:13:18
It went to the hundreds and hundreds.
1:13:21
So I just want to know more or less delay of the lamb with that.
1:13:25
I'm very curious as to each department and how many people do they have working that now that I'm broke the pie up, into slices.
1:13:34
Now we need to find out how many people are eating at that one slice of pie, that two slices of pie.
1:13:40
Because I wanna know how many people work, the 311 for NYPD.
1:13:45
I wanna know how many do it DSNY, and so on and so forth.
1:13:50
So that helped me with that.
1:13:52
Also, I'm hearing a lot about Nitra here.
1:13:55
I'm wondering, why can't the different Nitra facilities have their own 311.
1:14:04
They don't go into the big, you know, pot of soup.
1:14:08
Do they I mean, do they have so they could get the individualized attention that Nietzsche housing needs.
1:14:16
You know, they should have their are at their location I'm talking about, like really locate you know, bring it down to an extremely local level.
1:14:26
Because these are gigantic problems in a gigantic city with 9 million people who need 9,000,000 different things.
1:14:35
Every single day.
1:14:36
So I'm just wondering, and I will get my feet wet with my chairman, and I will learn the ropes.
1:14:42
But I do wanna know how does that work with nature.
Dan Steinberg
1:14:46
Great question.
1:14:47
To your first question, just wanna remind you, this is an obvious point that'll be intuitive.
1:14:51
But some agencies are far more complaint driven than others.
Vickie Paladino
1:14:54
Oh, obviously.
1:14:55
Yes.
Dan Steinberg
1:14:55
So, you know, EDC, obviously, they get complaints about helicopter noise.
1:14:59
So these are getting complaints about 500.
1:15:01
You know, they have a 100.
1:15:02
Literally 100 of servers.
1:15:03
Different servers request.
1:15:04
So so, obviously, the the sort of resources that are deployed are are somewhat related to the demand.
1:15:12
In terms of 311 Nitrile, I don't think I have the expertise to answer their question.
1:15:18
There was some recent movement.
1:15:19
You know, I I think historically NYCHA did have its own complaint system, and and that had been considered a problem.
1:15:25
In terms of its sort of attachments from 311.
1:15:28
But we haven't been directly involved in that work.
1:15:31
I'm happy to follow-up.
Vickie Paladino
1:15:34
I always think when you bring it down to a smaller level, it's always easier to manage.
1:15:40
You know, there are serious problems, there are serious issues with nature, and I just see it as just too big of a problem to handle it in such a vast manner.
1:15:51
I always feel breaking it up.