The citymeetings.nyc logo showing a pigeon at a podium with a microphone.

citymeetings.nyc

Your guide to NYC's public proceedings.

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.
Citymeetings.nyc pigeon logo

Is citymeetings.nyc useful to you?

I'm thrilled!

Please help me out by answering just one question.

What do you do?

Thank you!

Want to stay up to date? Sign up for the newsletter.