QUESTION
How does 311 handle time-sensitive noise complaints when the issue may be resolved before a response is provided?
1:35:52
·
95 sec
The council member explains that for time-sensitive noise issues like jackhammering, a 10-day response time from 311 is ineffective as the noise disturbance could be over by then.
- 311 receives noise complaints and forwards them to the Department of Environmental Protection (DEP) for investigation
- The deputy commissioner admits being unsure of the specific procedures and service level agreements for addressing such complaints
- The council member raises concerns that long response times undermine 311's effectiveness for handling transient noise issues
- The council member suggests improvements are needed for 311 to better address time-sensitive quality of life matters
Gale A. Brewer
1:35:52
And one of the complaints that they're getting on noise, noise is such a quality of life issue, as you know.
1:35:57
And they say that when they call about jackhammering, which only takes place for a certain period.
1:36:02
It takes 10 days, they're told little get back to them in 10 days.
1:36:07
That's not gonna work.
1:36:08
So how how do you address things that are more time sensitive?
1:36:13
On 311.
1:36:14
Apparently, this consumer and they're on watching now indicates that they called about Jackhammering.
1:36:22
And they were told in 10 days, 301 will get back to them.
1:36:26
So does that mean that that somebody's investigating it?
1:36:30
That's why it takes that long.
1:36:31
But they it sounds like we're gonna listen for the deck hammering in 10 days, and, of course, the deck hammering could be over.
1:36:38
So how do you dress those those really pesky noise issues like that.
Joe Morrisroe
1:36:42
Great.
1:36:43
Well, Consumable, thank you for the question and and then thank you for relaying the real time consumer question.
1:36:49
What you described sounds like something that 301 handles the intake on and would go to the Department of Environmental Protection as in what I put in the broader category, noise complaint.
1:36:58
I'd have to check on what the service level agreement is and what the steps are, but it could very well be what you described that the report goes in and that triggers something for the agency to be able to pursue.
1:37:08
But I'd be a little bit beyond my headlights trying to get at what the agency actually does without being able to look it up.
Gale A. Brewer
1:37:14
Okay.
1:37:14
Well, I can follow-up also, but I'm just saying things like that were bother people.
1:37:18
Obviously, wait time is another one.
1:37:20
So those are the kinds of issues that I think in order to get more people even to use 311, they have to be addressed.
