Many Philadelphians have heard of 311 – our city’s non-emergency contact center – but few have actually had the chance to go behind the scenes at this massive operation. I recently had such an opportunity. During the process, I gained a new appreciation for 311 and the hard-working people who make is so successful.

In a quest to learn more about the many awesome people in our city, I’ve started making surprise appearances as the “Undercover Councilman.” Usually, this involves me learning the ropes of a new job somewhere in Northeast Philadelphia, the part of the city I represent in City Council. However, for a change of pace, I decided to visit 311 and learn about a job that serves all of Philadelphia.

It was a true baptism by fire. After a brief tour, I was placed at a desk and began to answer calls from residents. Thankfully, I was not on my own. Wendy Craig was my guide through the 311 system. I was fortunate to have a great teacher.

The calls that I fielded represented a wide variety of needs. They included questions about disposing tree branches, reporting unsanitary conditions at a restaurant, finding services for senior citizens, and a complaint about a derelict landlord.

311 representatives are skilled at their jobs. Each representative goes through an intensive training. They have access to a vast, detailed, and regularly updated database of information on city services. One interesting bit of information that I learned during my visit is that anyone can access the 311 knowledge base.

I strongly recommend that citizens take advantage of 311, either by checking out the website, giving them a call, or stopping by their drop-in center. Navigating city services and regulations can be intimidating, but we’re all very fortunate to have such hardworking, resourceful people there to help us.

Guest Blog Post by Councilman Bobby Henon