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What is 311?
311 is a toll-free, non-emergency number.
Dial 311 from most telephones within the city of Hartford for
information or requests for City services. From
other phones, including cell phones, dial (860)
757-9311. The 311 call center is your
One Call to City Hall. No more trying to keep track of
different phone numbers for City departments.
What are the benefits of
311?
The 311 system provides a fast, simple
and convenient way for residents to get information on
local government services. The delivery of those
services will become more efficient and effective by
streamlining requests for services and providing case
management opportunities.
Can I still call a department directly if
I know the number?
In
some cases,
but
311 is the only phone number you need for City of
Hartford government information and City services.
How will police, fire or medical
emergency calls be handled?
In the case of police, fire or medical emergencies, the
caller will be advised to hang up and call 911. If the individual is
calling after hours, an automated message will advise
them to call 911 in the case of a police, fire or
medical emergency.
Can someone only call from inside the
city boundaries?
Callers can access the call center by dialing 311 if
they are within the city’s boundaries. However, callers
outside the city can access the same call center by
dialing (860) 757-9311.
Is the call a free cell phone call?
Calls to (860) 757-9311 are normal billable calls.
Is 311 accessible to callers with limited
knowledge of English?
Yes. Many of our Constituent Service
Representatives speak Spanish fluently. Also, the City subscribes to a language interpretation service
through AT&T Language Line Services.
What happens after I call 311?
For services requested, you will be issued a Case ID. Your request will be logged into an advanced
tracking system that means that departments will be held
accountable for responding in an efficient manner.
The system will also allow you to call for an update on
the status of your request.
Will complaints require names?
Name, address and phone number will be required for some
call types to allow for departmental follow-up. 311
will not require contact information unless the
department responsible for the service request has
indicated a need for it.
Will 311 follow up on a constituent's
request?
If a constituent calls 311, the operators can
check the status of their request. However, the task of
ensuring that a job is completed will still reside with
the appropriate department.
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