City Expanding 311 Line Offerings To Include Nonprofits, Social Services

There’s been no official fanfare, but the city’s 311 line, a must-call number for vigilant New Yorkers on the lookout for unfilled potholes and downed electrical wires, is expanding beyond its initial reach, connecting callers with nonprofit agencies and social services.In what one official dubbed a “soft launch,” the popular number now is accepting calls about services for seniors and soon will field inquiries about hunger-related concerns. But it’s doubtful most New Yorkers know to call 311 for questions unrelated to government agencies, as there has been no effort to promote the expanded line.On the heels of his re-election in November 2005, Mayor Bloomberg pledged to add to 311, to connect callers with the city’s thousands of nonprofit groups and social service agencies. The city had planned to contract with United Way to tap into its expansive database of social service agencies. It is now working with an advisory board representing more than 50 nonprofit organizations.“It’s been launched and we’ll be adding additional services in the coming months,” a spokesman for the administration, Matthew Kelly, said. “Obviously the city wants to do it right and that’s why we are investing the resources to do it.”The city is spending $17 million on the expanded service during the current fiscal year and has received a $3.8 million grant from the state for the project.When it is finally rolled out, the expanded 311 line is expected to offer New York residents the same services as 211, another hotline linking callers with services, government agencies, community organizations, and volunteer opportunities. Forty-one states have 211 lines and residents of Washington, D.C., and Puerto Rico also can dial the three-digit code. There is even a push among some lawmakers to turn 211 into a national number that can be accessed anywhere in the country.During a press conference in Washington on Tuesday, Senator Clinton spoke about the need for a national 211 line.“This, to me, is a truly unique American partnership,” Mrs. Clinton said. “Let’s give people answers, cut through the red tape, be there for each other, and especially, let’s be prepared in the event of natural or man-made disasters.”A member of New York’s 311 planning committee, Nancy Miller, executive director of VISIONS, a nonprofit organization for the blind and visually impaired, said it is essential the city expand its hotline to include referral information for social service providers outside the city. She added that she did not want the city to rush the expansion, as she’d rather see it done correctly and thoughtfully.“There is no question this is a vital service that is instrumental in helping people get matched with the services that they need,” Ms. Miller said. “It is going to happen. It is needed.”In December, 972,491 people called the city’s 311 line and more than 36,000 of those callers dialed in to complain about inadequate heat in residential buildings. The other top inquiries of the month included questions about parking tickets, public transportation, landlord complaints and towed vehicles.

City Expanding 311 Line Offerings To Include Nonprofits, Social Services

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