►
Description
Docket #0502 - Hearing regarding Expanding the Services Available on 311
A
A
A
A
A
A
If
you
are
unable
to
provide
testimony
today,
you
may
submit
a
written
testimony
or
a
two-minute
video
by
emailing,
the
committee
at
cccc.cns
at
boston.gov
or
filling
out
the
form
on
our
website
within
48
hours
of
this
hearing,
I
will
first
let
the
sponsor
sponsor
of
this
hearing.
Offer
comments
then
hand
it
over
to
the
pianist
for
comments.
A
I'll
also
allow
my
city
council
colleagues
to
offer
opening
comments
as
well.
After
that
I
will
let
we
will
take
public
testimony
and
we'll
have
a
round
of
questions
at
this
time.
I
would
like
to
ask
city
councilor
an
easter
sabe
george
consort
lodge
to
provide
opening
statements.
Thank
you.
Councilor
savage.
B
Thank
you
very
much,
mr
chairman,
and
thank
you,
colleagues
who
have
joined
us
and
in
morocco
who's
here
on
behalf
of
the
3-1-1
team.
I
filed
this
hearing
order
prior
to
the
start
of
the
covet
19
pandemic
and
since
then,
we've
seen
how
important
access
to
assistance
and
the
support
of
3-1-1
has
been
to
our
residents.
3-1-1
has
been
that
support
for
so
many
of
our
city's
residents,
and
many
of
us
have
done
work,
increasing
civic
participation
and
expanding
access
to
city
services,
helping
our
residents
find
food
covered
testing
locations,
and
so
much
more.
B
I
think
that
we
can
do
more
and
there
are
things
that
we
should
be
looking
to
do
using
both
the
the
call
line
in
the
app
to
centralize
and
streamline
access
to
more
public
services
and
resources,
in
particular
voter
registration.
The
snap
application,
as
we
know,
food,
has
been
really
important
for
our
residents,
especially
during
this
time.
B
Access
detox
and
recovery
beds
and
other
substance
use
disorder
resources
and
then,
when
we
think
about
the
needs
and
chair
flynn,
you've
done
a
tremendous
amount
of
work
around
supporting
families
in
domestic
violence
situations,
and
we
think
about
our
residents,
who
are
dealing
with
mental
health
health
crises
that
through
3-1-1
they
should
be
able
to
access
some
very
direct
services
and
support
during
that
time.
B
So
I'd
like
to
thank
those
that
are
joining
us
today
and
look
forward
to
the
product
productive
conversation
from
the
team
at
ons
and
do
it
and
rocco
who's
here
from
3-1-1
in
particular,
but
I
think
we'll
expect
convert,
presentation
and
remarks
from
rocco
eddie,
david
and
jennifer
today
and
I'm
happy
to
have
everyone's
attention
to
this
matrix.
I
think
it's
really
important.
We
know
it's
such
a
lifeline
for
so
many
residents.
Thank
you.
Chaplain.
A
Thank
you,
councilor
sabi
george
council
mejia.
C
Sure
so,
I'm
just
here
to
participate
and
and
thanking
the
sponsor
for
this
hearing
order,
as
well
as
you
chairman
flynn,
and
I'm
here,
just
to
engage
in
the
conversation
and
lend
a
voice.
However,
I
can
best
do
so.
A
Okay,
thank
you.
Councillor
mejia
district
councilor,
matt,
o'malley,
council,
o'malley,.
D
Thank
you,
mr
chair
and
good
afternoon.
Ladies
and
gentlemen,
thank
you,
of
course,
to
the
lead,
sponsor
counselors
ivy
george,
for
her
leadership
in
this.
Thank
you,
counselor
flynn,
ditto
for
your
leadership
as
well,
really
looking
forward
to
this
conversation,
I'm
old
enough
to
remember
when
three
one
one
didn't
exist.
It
was
635
4500
and
I've
been
very
grateful
by
the
incredible
colleagues
and
government.
D
Who've
really
pushed
this
to
be
a
nimble
and
innovative
service
to
help
us
do
our
jobs,
which
you
know
among
the
many
hats
we
wear
is
delivering
top-notch
constituent
services
and
utilizing
technology
well
and
effectively
and
equitably
is
really
one
of
our
principles
here.
D
So
I
think
that
in
age
of
pandemic,
we've
certainly
seen
how
the
city
has
been
able
to
nimbly
respond
to
both
offer
services
and
safely
and
virtually
in
many
cases
or
utilizing
things
like
city
hall,
on
the
go,
and
this
is
just
another
way
to
expand
the
services
and
make
sure
that
we're
we're
working
together
to
advance
the
important
work
here.
Thank
you,
counselor
sabi
george,
once
again,
chairman
flynn,
and
to
my
colleagues
on
both
sides
of
the
fifth
floor.
For
some
great
work
in
the
space
looking
forward
to
supporting.
F
Thank
you,
councillor
flynn,
and
thank
you
to
the
sponsor
counselor
savvy
george
critical
conversation,
particularly
as
we
see
the
need
increase
in
terms
of
reflection,
reflecting
the
number
of
calls
we're
getting
so
311
plays
a
critical
role
in
that,
but
also
on
the
public
safety
side
of
things
right,
we've
been
exploring
how
we
use
other
infrastructure
that
currently
exists
within
the
city
for
some
of
those
calls,
and
so
I
do
think
this
is
a
timely
conversation
and
look
forward
to
listening.
A
Thank
you,
council
campbell.
I
also
want
to
read
into
the
record
a
a
letter
from
councillor
kenzie
bark,
dear
council
flynn.
I
regret
that
I
am
unable
to
join
today's
city
and
neighborhood
services
hearing
on
expanding
the
services
available
through
three
one
one
due
to
a
family
obligation.
A
I
agree
with
lead
sponsor
counselor
sabe
george,
that
311
is
a
low
barrier
portal
used
by
many
bostonians
and
as
such
we
should
be
thinking
about
what
other
city
services
it
could
make
more
accessible
to
those
residents.
I
will
have
staff,
take
notes
on
this
hearing
and
will
also
review
the
tape
myself
all
best
wishes
for
a
productive
hearing,
sincerely
kenzie
block
boston
city
council
district
8..
A
At
this
time,
I'd
like
to
introduce
the
panelists
from
the
city
administration
and
asked
them
if
they
would
like
to
provide
opening
statements
rocco
corogliano,
director
of
boston
3-1-1
in
rocco.
Did
I
pronounce
your
last
name
correctly.
A
Okay,
thank
you
rocco
eddie
mcguire
from
office
of
neighborhood
services,
david
ells
from
do
it
and
jeanette
falvi.
Also
from
doing
at
this
time,
I'd
like
to
ask
rocco
if
you
would
like
to
start
with
opening
comments.
G
Thank
you
counselor.
I
just
like
to
thank
everyone
here.
All
the
city
councilors
for
the
opportunity
and
I'll
be
happy
to
answer
any
questions
and
that
come
up
and
looking
forward
to
the
conversation.
H
Thank
you
very
much
counselor,
and
we
appreciate
the
opportunity
to
tell
you
about
the
work
of
the
unsung
heroes
at
3-1-1
on
their
daily
intake
calls
and
helping
provide
services
for
the
city
of
boston.
You
know
today
from
the
operations
perspective
when
it
comes
down
to
how
the
the
office
operates
on
a
daily
level,
rocco
will
be
able
to
give
you
a
variety
of
details
on
that.
H
With
respect
to
the
back
side,
the
technology
piece,
my
other
colleagues
will
be
able
to
you
know,
highlight
some
of
the
work
that
we've
been
looking
into
for
some
sort
of
expansions,
as
well
as
some
of
the
barriers
that
we
face
with
respect
to
the
the
system
as
it's
as
it
currently
is,
and
I
look
forward
to
you
know
contributing,
as
I
see
fit,
with
respect
to
our
overall
operation
from
the
civic
engagement
cabinet.
So
thank
you
very
much.
A
Thank
you,
eddie,
david
from
doit
david.
Do
you
have
any
opening
comments.
I
Yes,
thank
you
counselor
flynn
and
counselor
savvy
george
for
for
putting
this
forward.
You
know
just
to
highlight
what
my
my
colleagues
have
have
said
previously.
3-1-1
is
is
critical
to
to
city
services,
and
we
are
here
to
support.
You
know
ons,
on
helping
to
deliver
those
services,
so
I
look
forward
to
to
really
framing
in
in
doing
a
deep
dive
in
and
talking
about
how
we
can
look
forward
into
311
and
as
it
grows
and
and
supports
city
operations.
Thank
you.
E
Thank
you
very
much
counselors,
yes,
just
honored
to
be
here
today
to
be
able
to
share
our
our
accounts
and
our
support
for
the
311
system.
It's
a
terrific
program
to
support,
and
it
was
recently
transferred
over
to
my
team
within
doit
over
the
past
calendar
year.
So
looking
forward
to
weighing
in
and
learning
more
and
we're
eager
to
expand
this
when
we're
able
to-
and
it
will
be
a
good
conversation
today,.
A
Thank
you
jeanette.
At
this
time.
I
would
like
to
ask
counselor
sabe
george
if
she
would
like
to
start
with
questioning
and
answering
period,
but
before
I
do
that,
I
remember
when
three
one
one
was
4500
and
I
was
a
volunteer
answering
the
phone
at
4
500.
A
A
Every
call
we
get
into
the
city
is
important
and
I
know
311
is
doing
a
great
job,
so
just
wanted
to
highlight
that.
Having
said
that,
counselor
asabi
george,
would
you
like
to
start
the
q
a
period
yeah.
B
Absolutely
thank
you,
councillor
flynn,
and
thank
you
again
for
everyone
who's
here
today,
and
and
certainly
want
to
echo
how
much
I
I
love.
I
use
it
myself,
sort
of
as
a
resident,
but
also
know
that
our
residents
have
really
come
to
depend
on
it
and
it's
it's
part
of
why.
I
would
really
like
to
expand
the
services
and
the
the
offerings.
If
you
will
the
menu
of
services
that
our
residents
can
access.
B
So
I
am
curious
how
how
does
3-1-1
determine
how
does
the
department
determine
which
services
to
offer
both
on
the
app
and
on
the
website,
and
how
do
you
engage
with
residents
and
others
in
determining
both
what
should
be
on
3-1-1
in
both
platforms
and
then
also
the
app
the
website
and
through
direct
calling,
and
how
do
we
engage
residents
and
how
best
to
use
3-1-1,
because
I
do
know
someone
who
goes
to
lots
of
community
meetings
that
the
office
of
neighborhood
services
is
pretty
active
in
recommending
free
on
one
for
residents
to
use
and
and
how
does?
H
I'll
I'll
take
take
that
on
I
mean
I,
we
definitely
push
a
variety
of
different
services
and
neighborhoods
as
well
too,
to
the
app
or
to
actually
calling
in
for
three
on
one
with
respect
to
determinations
with
when
we
first
got
it
and
rebranded
it
to
311.
There
was
just
certain
calls
that
come
in
more
often
so.
Trash
related
calls
are
a
significant
amount
of
calls
when
it's
the
winter
time
it's
snow
call.
So
there
are
certain
seasons.
H
You
know
when
we
start
street
cleaning
again,
there's
just
certain
things
that
you
know
are
constantly
on
our
radar
and
constantly
being
called
about.
So
that
sets
precedence.
I
think
you
know
an
example
of
one
that
we
might
have
just
recently
added
would
be
the
encampment
protocols
and
making
sure
that
we
give
people
opportunities
to
call
in
and
get
those
to
the
direct
sources.
So
we
try
to
adapt
pretty
regularly
depending
upon
the
situation.
I
think
covet
is
a
great
example
of
showing
how
we
were
able
to
not
only
go.
H
You
know
completely
remote
at
times,
but
also
able
to
make
sure
that
we
were
pushing
out
the
information
necessary,
such
as
the
covid
guideline
updates
and
other
things
on
a
regular
basis.
So
we
really
do
take
a
lot
of
what
you
know.
We
try
to
have
on
the
app
or
try
to
build
into
the
app
based
on
what
we're
seeing
from
incoming
calls
and
or
the
generation
of
use
from
the
actual
app
itself.
But
again,
I
think
we're
always
willing
and
trying
to
expand
services.
H
I
think
one
of
the
things
that
we
do
find
when
it
comes
down
to
that
that
could
be
somewhat
of
a
limitation
is
just
making
sure
that
we
can
get
results.
We
don't
want
to
just
create
something
where
you
can
plug
in
a
case
and
we're
not
going
to
be
able
to
get
you
a
response
in
a
timely
manner.
We're
not
going
to
necessarily
know
where
that
case
goes
within
the
system.
What
department
will
be
following
up
with
those
calls?
H
So
there's
a
lot
of
back
end
things
that
people
aren't
necessarily
aware
of
that.
We
usually
take
into
consideration
when
establishing
and
creating
a
new
format,
and
as
long
as
we
have
those
things
established
and
the
technology
to
support
it,
we're
more
than
willing
to
you
know,
look
into
implementing
it.
J
B
Across
our
city,
that
was
when
I
joined
the
council
in
2016
that
wasn't
on
the
app
so
to
have
that
added,
especially
when
we
think
about
the
geo
locator.
That's
a
really
important
piece
on
on
some
of
those
types
of
calls.
What
you
know,
how
do
we?
How
do
we
move
to
add
things
like
voter
registration
or
the
snap
application
to
help
families
access
food?
B
You
know,
snap
applications,
for
example,
have
been
something
that
the
the
families
haven't
been
fulfilling
that
and
the
easier
we
can
make
some
of
those
processes,
the
the
more
utilization
we'll
have,
and
then
we
think,
certainly
about
dv
or
domestic
violence
or
access
to
mental
health
services.
B
Again,
I
want
to
make
sure
that,
if
they're
on
the
app
or
on
the
platform
in
any
which
way
that
we're
able
to
make
sure
that,
especially
when
we
think
about
something
like
db
or
especially
when
we
think
about
something
like
mental
health,
that
that
connection
can
be
made
through
any
of
those
platforms.
So
what
does
it
take
to
make
those
recommendations
and
get
these
these
components
added
to
the
platform?
And
when
I
say
platform,
I
guess
I
mean
all
of
those
things
I
don't.
H
Yeah,
so
I
would
say
it's
probably
two.
The
way
we
should
probably
look
at
it
is
from.
You
know,
a
human
perspective,
how
we're
going
to
implement
that
in
the
office
and
make
sure
that
the
appropriate
individuals
within
the
city
would
be
responding
to
that,
as
well
as
the
training
for
our
staff.
When.
H
Down
to
mental
health,
you
know
recovery
services
like
there
is
a
definitely
a
need
from
the
311
staff
to
be
educated
on
how
to
best
handle
those
calls
and
make
sure
that
they're
transferred
to
the
appropriate
authorities
and
also
take
into
consideration
the
variety
of
different
factors
that
would
make
that
call.
You
know,
go
smoothly
and
not
unpleasant.
H
So
I
think
from
you
know
our
perspective
when
it
comes
down
to
when
we
did
the
recovery
hotline
and
things
like
that,
we,
the
first
few
calls
for
some
call
takers,
were
tough,
because
you
know
that
it
was
the
first
wave
of
calls
that
they
would
ever
have
having
to
deal
with
somebody
on
the
other
end
of
a
call
that
was,
you
know,
looking
to
get
services
and
in
the
recovery
field,
it
was
our
responsibility
to
make
sure
we
try
to
connect
them
to
whatever
department
or
organization
that
we're
currently
working
with
help
to
get
those
things.
H
So
from
our
perspective,
it
would
first
come
as
to
what
is
the
end
end
result
of
this
request.
Where
do
you
want
this
to
go?
Who
would
be
responsible
because
the
311
representatives
aren't
necessarily
the
person
filling
the
pothole
they're,
not
the
person?
That's
me,
you
know
they
are
a
jack
of
all
trades,
a
master
of
none.
H
So
what
we
do
is
we
try
to
make
sure
that
you
we
have
an
understanding
of
how
the
system
works,
the
basic
understanding
we
can
get
you
to
where
you
need
to
be,
and
we
can
get
you
into
connect
with
the
appropriate
people
so
that
you
can
get
the
appropriate
information
and
with
snaps
and
other
things
like
that,
you
know
we
have
call
takers
currently
now
that
would,
if
someone
called
in,
we
would
connect
them
to
the
website.
H
We'd
push
them
to
some
of
the
project,
breads
advertisement
and
things
that
we've
helped
funded
and
we
would.
We
really
think
that
the
the
content
experts
should
be
them.
However,
for
like
adding
it
to
the
301
protocol,
it
would
be
if
someone
called
and
made
a
description
and
telling
the
call
takers.
Well,
if
this
is
some
of
the
topics
they're
talking
about,
you
know
they're
talking
about
snap
benefits
and
we
need
to
make
sure
we're
directing
them
to
that
and
that
comes
in
the
training.
H
The
other
aspect
of
it
is
is
future
endeavors
with
respect
to
updating,
maybe
the
app
the
system
in
general,
maybe
key
alerts.
I
know
that
we
can
do
this
on
the
website
and
other
things
sending
key
links
and
alerts
to
people.
One
of
the
things
that
we
try
to
always
remember
in
our
office
is
that
not
everybody
uses
the
internet.
Not
everybody
wants
to
call
a
phone.
Some
people
like
to
do
it
in
person.
H
I
know
that's
extremely
difficult
at
this
point,
so
we
try
to
you
know
from
an
equitable
level,
try
to
provide
these
opportunities
in
a
variety
of
different
ways,
and
so
that
we're
able
to
get
that
information
out
and
we're
able
to
assist
them
in
any
way
shape
or
form.
If
that's
called
an
elderly
advocate
to
fill
out
forms
or
whatever
it
may
be,
depending
on
the
situation,
we're
always
trying
to
function
on
that.
H
So
a
lot
of
it
on
the
front
end
is
trading
understanding
how
the
system
flow
works,
making
sure
the
technology
can
back
it
up
and
that
you
know
we're
we're
not
overwhelming
the
resources
that
we
have
and
keeping
track
of
the
amount
of
calls
that
we
get
and
making
sure
that
if
we
do
not
have
an
adequate
response
at
certain
times,
we're
continuing
to
update
cases
and
stay
in
touch
with
people.
So
that's
it.
B
On
all
right,
yes,
one
more
question
and
then
I'll
I'll.
Well,
you
know
what
my
colleagues
and
chairman
flynn
move
on
here.
I
am,
you
know
we
know,
especially
during
difficult
times.
You
know
in
thinking
about
a
resident
calling
that
is
either
dealing
with
domestic
violence
or
dealing
with
a
mental
health
crisis
or
dealing
with
illness
because
of
covid19
or
crime
in
our
neighborhoods.
B
Are
we
also
making
sure
that
we're
responding
to
the
well-being
of
our
311
call
takers
similar
to
how
we
would
do
it
through
9-1-1,
because
I
imagine
that
there
are
sometimes
cross-wires
and
sometimes
some
really
difficult
conversations
and
difficult
phone
calls
that
come
through
3-1-1?
So
how
are
we
supporting
the
3-1-1
call
takers.
H
I
will
be
honest.
I
mean
it's
been
an
extremely
difficult
time
with
respect
to
the
amount
of
calls
that
we've
received
in
this
time
period,
we've
seen
a
57.
H
I
believe
percent
increase
over
the
from
the
same
point
last
year
from
june
to
tomorrow
to
november
a
lot
of
hard
calls
a
lot
of
people,
not
understanding
that
the
person
on
the
phone
who
is
receiving
these
calls
are
not
the
person
that
necessarily
caused
that
problem,
but
are
trying
to
help
so
we've
had
you
know,
eap
and
other
opportunities
where
we've
had
hr
reach
out
to
them
and
also
provide
you
know
the
services
that
our
human
resources
department
does
provide.
H
I
mean
honestly
you'd
be
surprised
at
how
disgusting
some
of
these
calls
can
actually
be
how
mean
people
could
be
to
people,
but
you
know
my
staff
311
in
general,
they
do
a
fantastic
job.
Some
days
are
tougher
than
others:
they
bounce
back,
but
essentially
we're
relying
on
the
resources
that
hr
has
given
us,
as
well
as
making
sure
people
get
ample
amounts
of
rest
and
that,
if
there's
a
tough
call
and
they
need
a
break,
we
we
provide
those
breaks,
but
the
you
know.
H
Luckily,
we
see
a
further
increase
in
the
app
development,
so
there
isn't
necessarily
you're,
not
always
getting
yelled
at
sometimes
it'll
just
be
a
case
that's
submitted
through
through
the
app
and
things
of
that
kind.
But
overall
they've
been,
like,
I
said,
the
unsung
heroes
of
this
pandemic.
B
Thank
you,
chairman
flynn.
I
do
have
additional
questions,
but
I'll
give
some
time
to
colleagues.
A
D
No
questions
at
this
time.
Thank
you
very
much,
mr
chair.
A
Thank
you
councillor,
o'malley
counselor
me
here.
C
Sure,
just
a
few
questions,
I'm
just
curious
about
what
languages
is
the
311
app
available
in
and
how
does
it
accommodate
users
who
are
blind
or
cannot
read,
I'm
also
curious
to
know:
can
we
use
the
311
as
a
resource
for
mutual
aid?
C
People
could
log
on
to
the
app
and
see
that
there
are
people
in
their
neighborhood
who
are
offering
services
not
sure
if
that's
something
that
you
all
are
interested
in
doing
or
have
the
capacity
or
interest
in
pursuing,
and
then
I'm
also
curious
as
to
how
many
people
currently
use
the
311
app
and
have
we
held
classes
on
how
to
use
the
app
I've
heard
of
the
app
I
I
have
asked
constituents
to
utilize
the
app
when,
when
we've
had
constituent
concerns
that
have
come
through
and
you've
been
really
helpful
at
connecting
people
to
the
right
department.
C
G
Yeah,
so
we
do
have
super
users
that,
like
to
use
the
apple
quite
a
lot,
we
have
a
way
of
tracking
all
of
those.
I
don't
have
the
figures
in
front
of
me,
but
fifty
percent
of
our
cases
for
three
on
one
are
now
submitted
through
the
app
which
is
which
is
great.
It
is
a
tool
that
is
used
throughout
the
city.
Prior
to
the
pandemic.
G
We
used
to
send
out
staff
to
community
centers,
to
elderly,
folks
homes
and
and
and
and
the
like,
for
presentations
on
three
on
one
and
how
to
use
the
app.
So
in
conjunction
with
the
office
of
neighborhood
services,
some
of
our
staff
would
go
out
there
and
and
and
not
it
wouldn't
necessarily
be
a
hands-on
training,
but
we'd
show
them
how
to
use
the
app
and
what
the
app
would
be
used
for
and
just
an
explanation
in
general.
G
What
311
and
how
we
can
service
the
constituents
in
the
city,
but
it
is
it
is.
It
is
a
tool
that,
along
with
the
phone
phone
calls,
has
serviced
the
city
a
great
deal.
We
are
looking
forward
to
expanding
and
and
listening
to
any
suggestions
to
your
suggestion
about
the
sharing
information
with
our
constituents.
That's
not
currently
possible,
but
again
we're
open
to
conversations
and
listening
to
what
everybody
has
to
say
and
see
what
we
can
do.
G
At
current,
it
is,
it
is
in
english.
Only
but
again
it
is
something
that
down
the
line
we
in
order
for
us
to
to
implement
and
more
languages,
we'd
have
to
update
the
app
and
the
system,
which
is
something
that
we
are
currently
looking
into
right
now,.
H
And
with
respect
to
languages,
we
also
have
a
24-hour
call
line,
so
you
can
call
in
any
language
contact,
boston,
3-1-1
and
we
will
do
live
translation
over
the
phone
with
the
person
on
the
other
end,
so
that
communication
can
happen
in
lifetime
and
we
can
service
those
individuals
at
any
point.
So
that's
where
we're
directing
it
now,
but
we
absolutely
know,
there's
a
need
for
translation
on
that
app
and
we're
hoping
we
can
get
that
going
in
the
next
few
months.
C
C
Now
I'm
super
paranoid
about
how
I
show
up
in
spaces,
but
I'm
just
curious
about
whether
or
not
you
guys
are
open
until
what
time,
six
nine.
What
what.
G
C
H
C
Whoever
does
your
pr
they
need
to
amplify
this,
because
this
is
this
is
what
constituent
services
is
all
about
it's
all
day
every
day
and
that
you
do
this
365
days
a
year,
24
hours
a
day
speaks
volumes
to
the
amount
of
work
and
actually-
and
I
should
be
ashamed-
that
I'm
asking
these
questions,
but
we're
recording
and
everybody
already
knows,
but
I
didn't
know
that
you
guys
were
opening
24
hours.
C
I
think
that
you
in
terms
of
the
budget
hearings
with
next
year,
we
need
to
really
start
thinking
about
how
we
can
build
your
capacity
and
then
also
utilize,
this
opportunity
to
help
inform
us
in
terms
of
what
else
you'd
like
to
do
that
you
haven't
been
able
to
that
with
our
support
and
our
advocacy
that
you
can
expand
on
some
of
those
things
that
you're
hoping
to
do
in
the
future.
C
H
A
You
thank
you.
Thank
you,
council
mejia,
councillor
campbell.
F
Thank
you,
councillor
flynn.
I
just
I
have
actually
a
few
questions
and
I
guess
I'll
ask
them
all
at
once.
So
thank
you
all
for
the
hard
work
you
do.
It
is
not
easy
work
and
I
know
the
calls
have
only
increased
because
of
covet
so
want
to
start
from
a
place
of
gratitude.
So
thank
you.
All
one
question
I
had
was,
as
we
think,
about
3-1-1
expanding
to
include
other
services,
including
maybe
something
with
the
police
department
and
other
departments,
one
specifically
with
the
police,
department
and
9-1-1
services.
F
Are
there
any
conversations
with
bpd
on
what
that
could
look
like
the
second,
as
we
expand
services
for
three
one
one?
What
does
the
costs
look
like
for?
Do
it,
which
of
course
is
an
issue
and
always
will
be,
and
then
lastly,
it's
picking
up.
My
last
question
was
actually
on
council
mejia's
point
on
the
language
barriers
that
have
continued
to
exist.
F
What
are
the
barriers
sort
of
upgrading
the
app
so
that
it's
easy
for
every
resident,
of
course,
to
use
it
to
access
it
because
it
is
a
vital
resource
in
the
city
in
so
many
ways,
and
so
is
it
a
matter
of
cost
or
is
it
something
else
or
is
it
more
than
I'm?
Even
thinking
about
those
are
like
the
questions.
I
have
right
now,
councilor,
flanders.
Thank
you
all.
H
The
system
is,
the
three-on-one
system
is
tied
into
bpd.
We
do
get
notification
from
them
on
a
variety
of
different
and
a
variety
of
different
updates
that
they
would
send
to
us
that
they
would
publish
you
know
publicly.
Anyhow,
with
respect
to
like
non-emergency
emergency
calls
that
might
be
related.
We
always
try
to
make
sure
if
it's
an
emergency
calls.
It
goes
to
the
emergency
personnel
just
for
the
safety
of
the
individual
who's
making
that
call
and
knowing
that
the
staff
aren't
necessarily
trained
to
handle
those
goals.
H
I
think
our
expansion
and
continuing
to
you
know
broaden
our
relationship
with
bpd
on
a
constituent
level
is
something
that
we'd
love
to
continue
to
discuss
and
see,
if
there's
a
pathway
forward
for
us
to
handle
something
along
the
lines
of
that,
but
as
of
right
now
pretty
much.
What
we
do
is
we
share
communication
with
respect
to
just
the
alerts
that
are
necessary
for
our
staff
in
order.
A
H
The
cost
situation
is
definitely
when
it
comes
down
to
translation
in
general,
but
when
it's
technology
is
usually
pretty
high,
I
wouldn't
have.
I
don't
have
an
estimate
on
it,
but
the
more
money
you'd
like
to
give
us
we're
more
than
willing
to
take
counselor-
and
I
think
you
know
when
it
comes
down
to
our
expansion,
especially
when
it
comes
down
to
language
access.
You
know
it's,
it's
a
key
figure
for
the
app.
H
It's
definitely
something
that
we've
already
incorporated
with
in
our
daily
operations
with
the
language
line,
and
you
know
another
thing
under
unfortunately,
with
the
guidelines
currently
due
to
covid
is
you
know
the
expansion
of
space
and
the
ability
to
get
more
employees
in
to
make
it
a
little
bit
more
comfortable
to
fail
calls?
H
And
so
these
are
things
that
we're
all
we're
looking
into.
I
think
it's
like
we
said
earlier,
even
if
you're
just
adding
something
such
as
like
you
know
the
recovery
hotline
or
whatever
it
may
be,
there's
personnel
matters
that
need
to
be
taken
place.
There's
technological
matters
that
need
to
be
taken
place
and
then
there's
also
accountability.
Matters
that
need
to
you
know
be
taken
into
place
because
it's
fine
if
we
create
a
million
different
cases
and
get
zero
responses.
H
It's
you
know,
but
we
want
to
make
sure
that
every
single
case
that
we
get
we
try
to
give
an
accurate
and
you
know
timely
response
to
people
and
it's
just
not
where
you
dump
your
issues.
It's
where
we
get
an
issue
and
you
know
push
to
try
to
get
it
solved.
Some
are
more
complex
than
others,
but
the
end
goal
is
always
to
follow
up
so.
F
And
just
a
point
of
clarification
on
on
the
the
the
money
piece
in
the
employees.
That's
a
you
know
great
point.
This
is
all
helpful.
Is
it
millions
right
and
if
so,
is
there
a
range?
Is
it
a
few
million?
Is
it
over
10
million?
I'm
just
curious
if
there's
even
a
figure
out
there
as
to
what,
if
we
were
delivering
the
best
possible
3-1-1
services
in
terms
of
language,
what
what
the
cost
would
be.
E
Okay,
yeah
I'll
speak
up.
I
think
it's
best.
If
we
work
to
get
you
a
comprehensive
number
that
would
include
that
capacity.
We
we
do
know
what
it's
going
to
cost
to
upgrade
our
current
three-on-one
system
that
we're
working
on
for
the
forthcoming
year.
In
addition,
the
app
vendor
that
we're
working
with
we
do
know
that
multilingual
services
will
be
available
in
future
upgrades
that
are
not
yet
budgeted
for
and
planned.
So
this
will
all
be
for
next
fiscal
year
planning,
but
particularly
to
to
expand
services.
I
F
No
great,
thank
you
all
so
much
and
enjoy
your
holiday
and
I'll
stay
on
as
long
as
I
can.
Thank
you
councillor
flynn.
Thank
you.
A
Thank
you,
councillor
campbell
council
of
flaherty
is
up
next
council.
A
A
A
A
How
are
we
going
to
educate
them
when
it
does
take
place,
making
sure
that
they
have
full
access
to
basic
city
services
and
we've
been
working
with
mary,
chen
and
lisa
at
ons,
but
also
at
the
tufts
medical
physician
assistance
program
that
have
been
helpful?
We've
been
going
out
into
the
community
at
least
once
every
two
weeks
explaining
the
3-1-1
program.
But
what
can
we
tell
the
residents
on?
How
will
this
app
improve
their
way
to
communicate.
H
Yeah,
I
mean,
I
think,
when
we
are
ready
for
those
launch
applications
and
ensuring
that
there
are
going
to
be
a
rebranding,
slash
remarketing
of
this
actual
app
to
show
people
the
new
features,
I'm
hoping
that
one.
It
happens
sooner
rather
than
later,
we'll
be
able
to
use
the
formats
of
both
either
the
internet
or
trying
to
do
hard
copy
drops
of
maybe
some
information
on
how
to
use
it.
H
Ideally,
hopefully,
we
get
a
vaccine
and
we
can
do
what
we
did
in
the
past
when
we're
rebranding,
three-on-one
and
you
know
actually
have
boots
on
the
ground
at
these
meetings
physically
showing
people
how
to
use
them
on
the
lap
physically
show
them
how
to
use
them
on
the
ipads
and
things
of
that
kind,
as
well
as
you
know,
to
showing
people
just
just
the
general
format
of
what
you
know.
The
new
generation
of
that
app
would
be
so
anything
that
we
do
when
it
comes
down.
H
If
it's
rebranding
or
if
it's
you
know
instituting
changes
to
the
app,
we
always
try
to
make
sure
that
the
communities
are
updated
and
we
put
that
through
our
newsletters
here
at
the
office
of
neighborhood
services
to
the
liaisons,
also
primarily
focused
on
having
a
specific
staff
or
a
three-on-one
really
promote
it.
And
in
the
past
it
was
lizzie
torres
who's
now
working
at
the
vpda
fighting
for
affordable
housing.
But
she
is,
she
used
to
do
that
all
over
the
city,
and
so
you
know.
A
Thank
you
ed
at
this
time,
city,
council,
michael
flaherty,
is
here
council
fury,
opening
comments
or
or
questions.
L
Sure,
thank
you
thank
you,
mr
chairman,
and
for
hosting
the
hearing,
obviously,
and
for
the
lead
sponsor
counselor
sabi
george,
pretty
clear,
cut
311
is
a
is
a
valuable
resource
for
our
city
to
address
the
variety
of
constituent
service
requests
and
quality
life
issues,
and
my
office
gets
a
large
volume
of
call
transfers
from
311
that
we're
happy
to
have
the
hotline
to
be
another
way
for
residents
to
to
connect
with
with
with
our
office.
L
So
I
look
forward
to
the
continued
conversation
and
just
to
put
a
little
historical
perspective
in
it.
3-1-1
was
really
born
out
of
a
mayor's
race
in
2009,
when
I
called
for
what's
called
city
stat,
it
was
created
in
baltimore
and
with
significant
pressure
in
that
race,
as
well
as
public
pressure
it.
It
was
transformed
into
what's
called
3-1-1
and
the
idea
behind
it
at
the
time
was
the
previous
administration
was
trying
to
cut
the
council
out
of
constituent
services.
L
They
wanted
everything
to
run
through
the
office
of
neighborhood
services.
So
when
things
got
done
in
the
neighborhoods
councillors,
didn't
either
a
weren't
aware
or
b
didn't
you
know,
get
the
appropriate
credit.
So
we
continue
to
push
for
city
stat
and
then
shortly
thereafter,
right
as
the
mayor's
race
concluded,
we
got
what
was
called
3-1-1,
so
just
a
historical
perspective
for
everyone
and
the
level
of
services.
Obviously
haven't
has
increased.
L
The
level
of
calls
have
also
increased,
because
it's
easy
for
folks
to
remember
and
at
the
same
time
you
know,
residents
and
taxpayers
have
come
to
expect
a
certain
level
of
of
response
from
from
their
government
and
we're
an
equal
partner.
So
3311
is
is
recognizing
that
partnership
with
the
city
council
and
the
administration,
as
well
as
all
of
the
hard
working
unsung
heroes
in
all
the
departments
of
our
city.
So
this
is
obviously
it's
an
important
discussion.
L
It's
an
important
audit
for
us
to
take
with
respect
to,
let's
identify
where,
if
any
gaps
are
and
and
also
what's
our
current
capacity
and
how
can
we
expand
3-1-1
services
and
and
arguably
take
some
pressure
off
of
9-1-1,
you
would
be
surprised
at
what
people
continue
to
call
9-1-1
for
when
those
are
really
3-1-1
type
of
calls,
and
so
I
think,
we'd
see
a
significant,
significant
savings
if
we
were
able
to
direct
more
of
those
calls
provided
we
have
capacity.
L
So
that's
it
for
me,
mr
chairman,
and
again
thank
the
lead
sponsor
and
look
forward
to
continue
to
partner
with
the
administration
and
eddie
mcguire
to
a
person,
obviously
is
is
a
committed
public
servant
and
he's
been
super
responsive
any
time
my
staff
has
called
so
it's
more
than
appropriate
that
he's
overseeing
sort
of
this
hearing
in
3-1-1,
because
he
has
a
reputation
of
I
like
to
say
running
out
ground
balls.
L
So
he's
someone
that
you
know
whenever
you
call
him
it's
an
important
issue
to
you
or
the
constituent,
then
it
becomes
an
important
issue
to
eddie.
So
it's
good
to
see
eddie
and
happy
thanksgiving
to
eddie
and
his
family,
and
everybody
on
this
call.
Thank
you.
A
Thank
you,
council
clarity,
counselor
sabi
george.
Would
you
like
to
start
off
the
second
round
of
questioning.
B
I
would
thank
you
very
much,
and
I
appreciate
the
conversation
so
far,
and
you
know
some
of
what
we've
talked
about
here
is
the
differences
between
making
sure
that
what
what
we
add
to
the
3-1-1
platforms
is
something
that
we
have
the
capacity
to
respond
to
and
deal
with.
But
I
think
there
are
some
really
easy
wins
around
simple
links,
so
links
that
can
be
fed
into
either
the
app
or
the
website.
Specifically.
B
So
you
know,
I
don't
know
if,
if
there's
an
opportunity
to
create
sort
of
two
tracks,
so
the
track
that
needs
the
training,
the
increased
capacity
and
that
that
opportunity
for
follow-through
and
timely
follow-through.
I
want
anyone
to
emphasize
timely
follow-through
and
then
those
things
that
are
just
the
simple
links.
B
I
don't
know
if
anyone
can
speak
a
little
bit
to
that
and
then
I'm
also
curious,
because
we've
talked
a
lot
about
covid
right
now
and
sort
of
the
impacts
of
kovid.
What
are
some
of
the
services
that
have
changed
because
of
the
pandemic?
What
are
the
pieces
that
we
realized
were
missing
either
because
of
the
lack
of
appropriate
access
to
to
care
and
resources,
or
simply
because
city
hall
and
many
other
resources
are
shut
down
are
very
limited.
B
So
two
things
the
two
tracks,
links
versus
simple
links
versus
in-depth
or
more
depth,
capacity,
actions
and
activities.
And
then
you
know
what
are
the
things
we've
learned
through
the
pandemic
and
the
changes
that
we
needed
to
make
that
we've
done.
H
Yeah,
I
can
definitely
answer
the
first
and
the
last
half
of
that
question.
I
say
the
link
embedding
links
in
the
the
app
I'll
leave
to
do
it,
I'm
not
sure
how
that
right
technically
works,
so
I
would
say,
with
the
track
of
training
the
staff.
Essentially,
what
we
do
is
because
it's
a
24-hour
hotline,
we
don't
have
the
opportunity
to
pull
all
the
staff
off
the
phones
and
have
them
all
train
at
once.
So
we
have
to
create
a
system
over
a
period
of
time.
H
May
it
be
a
week
or
so
depending
upon
how
extensive
the
content
is,
and
then
we
do
multiple
rounds
of
training
and
on
that
we'll
have
multiple
rounds
of
observation
from
supervisors,
as
well
as
testing
to
make
sure
that
the
flow
of
it
all
is
going
smoothly,
and
all
that
would
happen
you
know
before
it
would
be
public
for
people
to
see
so
that
we
could
work
out
the
kings
on
the
either
the
technological
end
or
just
making
sure
that
the
information
flow
is
working
appropriately.
H
I
would
say
that
for
the
the
second
half
of
the
question
when
it
comes
down
to
kovid,
you
know,
I
think
there
are
a
variety
of
different
things,
one.
When
everything
had
to
stop.
There
was
no
precedent
as
to
how
to
operate
in
certain
particular
circumstances.
H
We
never
stopped
one
of
the
operations
that
continued
to
go
24
hours
a
day
throughout
the
pandemic,
and
then
you
know
there
were
certain
times
where
you
were
unable
to
get
to
a
particular
office,
because
they
were
still
figuring
out
their
structure,
how
to
bring
their
staff
and
how
to
appropriately
respond,
and
so
the
first
you
know
I
would
say
in
the
early
march
april
months,
while
we're
going
through
this
and
trying
to
figure
out
the
virus.
H
It
was
just
a
matter
of
understanding
how
that
office
was
operating,
what
their
new
capacity
was
and
underst
and
trying
to
make
sure
it
works.
But
we
saw
a
lot
of
calls
on
food.
You
know,
I
don't
think
in
any
other
time
and
31.
You
know
we
get
a
lot
of
calls
on
potholes.
We
get
a
lot
of
calls
on
things
related
to
schools.
During
the
years,
we've
got
a
lot
of
things.
H
You
know
when
it
comes
to
wind,
storms
and
down
branches,
but
you
know,
I
think,
when
it
comes
down
to
the
thousands
and
thousands
of
people
that
are
calling
looking
for
access
to
food
basic
life
hold
things
fear
of
eviction.
You
know,
we've
had
to
adapt
and
train
staff
and
put
them
in
situations
where
they're
answering
very
tough
questions
that
weren't
necessarily
I
mean
there
were
services
we
provided
beforehand,
but
not
to
the
extent
that
we
provided
we
provide
now,
and
so
this
there's
countless
of
them
counselor.
H
I
think
that
if
we
went
through
every
aspect
of
how
the
city
operated,
we
could
point
out
a
few
different
things,
but
it
it
went
to
show
you.
You
know
how
much
people
do
rely
on
the
services
that
the
city
provides
and
and
when
for
a
short
period
of
time
with
them
not
being
open.
You
do
know
that
you
know
it's
on
all
of
us
here
in
this
building
to
to
try
to
get
them
what
they
need
and
that's
what
301
is
trying
to
do.
B
Yeah
and
you
all
have
become
your
team
over
311-
have
truly
become
a
lifeline
for
so
many
of
our
homebound
and
very
isolated
residents.
I
think
about
the
most
vulnerable
residents
that
you
think
about
our
elders
and
my
mother
was
a
telephone
operator.
She
just
answered
calls
at
a
large
company
in
in
boston
for
many
years,
and
so
many
of
her
calls
were
just
people,
because
the
number
was
widely
publicized,
where
people
just
calling
to
be
connected
to
another
human
being.
B
So
I
imagine
that
you're
also
getting
some
of
those
calls
where
someone's
calling
for
something
fairly
insignificant,
but
really
it's
a
human
contact
that
they're
so
desperate,
for.
I
think
that
for
how
what
is
the
best
way
for
us,
as
a
city
council
representing
the
residents
that
we
all
all
of
us,
represent
you
as
the
office
of
neighborhood
services,
certainly
represent
the
same
population,
the
residents
in
the
city
of
boston?
How
do
we
get
to
you?
H
I'd
say,
it'd
probably
be
a
combination
of
the
austin
neighborhood
services.
I
would
rely
on
you
know
not
only
the
call
takers
to
have
it
on
their
talking
sheets.
Specific
to
you
know
a
high
volume
of
conversation
on
whatever
topic
we
it
might
be,
but
also
making
sure
the
links
are
shared.
The
the
ons
liaisons
are
on
the
ground
and
able
to
move
in
a
variety
of
if
they're,
unable
to
utilize
a
computer.
H
We
have
the
potential
of
getting
them
information
and
a
hard
copy
in
multiple
different
languages
and
try
to
get
it
to
them
so
that
they
can
get
those
links.
I
think,
at
the
end
of
the
day,
you
know
we
really
rely
between
the
on-ground
liaisons
as
well.
As
you
know,
the
301
call
takers
having
being
well-versed
in
almost
every
topic
in
the
city
to
try
to
get
people
directed
to
what
would
be
the
appropriate
department
to
fail
those
conversations.
So
I
would,
I
would
say
it
would
be
a
combination
of
that
as
well.
B
Just
having
today's
conversation-
and
you
know-
I've
been
in
office
almost
five
years
and
it's
just
sort
of
dawning
on
me
now
to
even
suggest
this.
But
when
you
do
your
trainings
for
new
staff,
because
I
think
you
do
something
cyclically,
I
personally
would
love
to
be
trained
and
available
to
you
know.
Counselor
flynn
mentioned
his
time.
B
Volunteering,
I
think,
as
an
elected
official,
it
would
be
important
for
me
to
at
least
have
or
share
some
of
that
experience
certainly
never
get
to
live
it
because
I'd
only
volunteer
a
short
period
of
time,
but
I
think
it
would
be
important
for
me
to
be
trained
for
my
staff
to
be
trained
because
sometimes
calls
that
should
be
going
to
3-1-1
come
through
our
offices
and
as
council
flaherty
said
you
know
sometimes
sometimes
a
resident
who's
looking
for
assistance
is
calling
everyone.
B
So
if,
if
I'd
be
grateful
to
participate
in
that
training
and
I'd,
be
grateful
to
also
have
my
staff
participate
in
it,
and
I
think
too,
when
we're
in
a
moment
of
crisis,
when
we
think
about
whether
it's
a
blizzard
knock
on
wood,
we
don't
have
any
this
year
or
a
pandemic
or
some
other
crisis
that
we're
facing
as
a
city.
It
may
create
additional
bodies
that
could
support
the
work
too
and
maybe
head
off
additional
calls
to
311.
If
we're
able
to
respond
as
an
office,
yeah.
H
No,
we
would.
We
would
absolutely
love
that,
and
so,
when
we
get
to
that
training,
we
do,
you
know,
have
a
decent
amount
of
turnover
at
times,
so
the
trainings
are
happening
pretty
regularly
within
like
a
two
months
time
frame.
So
we
can
definitely
work
on
getting
that
app
making
that
happen,
I
think
you
know
with
respect
to
staff
and
having
people
experience
it.
H
We
do
have
volunteer
snow
teams
that
used
to
be
able
to
come
in
and
sit
down,
and
you
know
pick
up
the
phone
after
someone
left
right
now,
you're
not
able
to
do
that.
We
have
you
know,
there's
space
issues,
making
sure
that
you
can't
have
more
than
one
person
in
and
out
of
the
office
at
certain
times
because
of
the
restrictions.
H
We
also
used
to
have
a
co-op
program
for
northeastern
that
would
it
was
a
six
month
period
that
have
eight
co-ops
assist
us
for
over
that
period
of
time.
Unfortunately,
we're
unable
to
accommodate
that
program
right
now
for
a
variety
of
different
reasons
that
stem
from
covid,
but
you
know
we're
more
than
willing
to
try
to
get
as
many
people
to
help.
I
think
one
of
the
concerns
moving
into
the
winter
months
that
we've
expressed
with
you
know
internally
with
our
colleagues
is,
is
usually
we
rely
on
volunteers
in
a
2015
snowstorm.
H
You
know
reality
to
try
to
handle
that,
and
I
remember
I
was
I
was
actually
working
at
the
bra
and
then
we'd
come
down
and
we'd
do
six
hour
shifts
to
assist
in
it.
So
we
can
always
make
that
happen,
and
I
think
the
training
overall
would
be
beneficial.
I
don't
think
there's
not
many
people
that
know
the
city
like
301
call
takers,
yeah.
B
So
things
that
I
suggest
and
I'd
love
to
come
away
from
this
meeting
is
getting
you
all
to
add
those
links,
especially
some
of
the
you
know,
the
links
that
we
advocate
for
through
our
work.
But
I'm
sure
colleagues
have
links
that
they'd
prefer
or
also
want
to
add
figuring
out
how
we
build
your
capacity
over
time
to
provide
more
of
those
direct
services.
And
then,
let's
get
us
trained
because
two
thinking
about
returning
to
city
hall
in
a
more
full-time
way.
B
If
there
is
those
incidents
or
those
the
snowstorms
or
the
whatever,
that
you
know
putting
an
all-call
out
to
anyone
who
is
trained,
we
can
lend
our
literally
lend
our
voices
to
support
the
work
of
your
office.
So
we're
gonna
get
you
suggestions
for
sure
of
links
of
that
and
then
sign
us
up
for
3-1-1
call
taker
training.
B
I'll
make
sure
to
do
it
already.
Thank
you
rocco
and
david
and
jenna
for
joining
us,
and
I
think
that's
it
for
me.
I
may
have
additional
questions
after
hearing
from
my
colleagues,
but
I'm
excited
about
this.
A
J
Keep
it
very
brief,
mr
chair,
I
am
late
to
coming
to
the
party.
I
was
on
another
call,
I'm
very
interested
to
hear
more
about
and
311
one
question
I
would
have
is:
can
we
get
some
data
on
the
sort
of
range
of
calls
that
are
being
fielded
and-
and
you
know
just
to
get
some
idea
of
what
constituents
specifically
in
my
district
on
austin
brighton,
are,
are
calling
in
about
and
and
what
the
response
times
are
etc
and
that's
it?
J
H
Just
constantly
I'll
follow
up
with
fernando
to
get
you
some
of
the
details
specific
to
your
district.
With
respect
to
the
calls.
A
Thank
you,
councillor
braden
councilman,
mejia,.
C
C
I
know
that
health
resources
in
action-
they
are
a
non-profit
organization
that
they
also
have
a
call
center.
That
works
specifically
with
folks
who
have
substance
use
disorder.
I
mean
they
yield
a
lot
of
calls
and
I'm
just
curious
as
to
you
know
the
role
is,
or
do
you
guys
interact?
Do
you
guys
help
support
each
other?
Is
there
a
line
of
communication
between
nonprofit
organizations
that
are
are
providing
call
time
support,
and
how
do
you
all
do
that
traffic
control.
F
H
So
when
it
comes
down
to
like
the
recovery
line,
we
there's
the
state,
and
then
there
are
external
partners
like
the
gavin
foundation
and
others
that
we've
worked
with
and
communicate
with,
and
the
real
the
our
real
job
is
to
make
sure
that
we
successfully
and
warmly
transfer
that
individual
to
the
appropriate
department
and
or
organization,
if
usually
when
we're
connecting
and
if
we
are
connecting
and
they
have
an
update,
they
change
the
way
that
they're
going
to
be
doing
business
or
they
change
the
way
in
which
they're
failing
these
particular
calls
links
whatever
it
may
be,
is
when
we
would
communicate,
but
really
what
we
look
for
when
we're
working
with
outside
partners
or
outside
departments
is
the
basic
information
necessary
to
one
to
identify
what
the
call
may
be
and
who
it
should
go
to
also,
you
know
just
some
of
the
basic
information
that
might
remedy
the
situation.
H
I
mean
with
recovery,
it's
different,
but
when
we're
talking
about
you
know
basic
city
services,
you
could
typically,
you
know,
get
to
the
point
of
being
like
this
is
where
you
need
to
go.
So
we're
always
more
than
willing
to
work
with
whomever
and
we're
always
willing
to
update
information
specific
to
operations
if
necessary,
but
where
it's
not
limited
to
just
internal
partners.
H
I
think
if
there
is
external
opportunities
to
provide
alerts,
and
things
like
that,
I
know
some
of
the
times
we
have
conversations
with
toy
for
tots
when
it
comes
down
to
toys
coming
in,
because
they
do
call
the
city
of
austin
for
toys
and,
depending
upon
the
situation,
we
usually
direct
them
to
different
organizations
within
the
city
to
try
to
assist
in
that,
and
then
we
basically
keep
ourselves
up
to
date
as
to
what
our
capacity
levels
are
and
if
someone's
getting
overwhelmed,
we
try
to
transfer
and
make
sure
that
we
we
evenly
distribute
it.
C
So
because
one
of
the
things
that
I
am
in
regards
to
health
resources
in
action,
which
is
the
non-profit
organization
that
works
specifically
with
folks
who,
who
are
experiencing
issues
of
substance
abuse
support,
is
what
they're
I
ask
them.
C
What
how
can
we
utilize
this
hearing
to
help
and
one
of
the
things
that
they
just
said
is,
if
I'm
not
sure,
if
they're
on
your
resource
list,
but
if
you
do
have
a
resource
list
of
folks,
is
making
sure
that
you,
because
not
everything,
is
going
to
be
handled
through
a
city
service,
so
yeah.
This
is
where
connecting
the
dots
and
connecting
people
to
other
non-profit
organizations
that
are
able
to
help
and
to
get
the
word
out
about
these
non-profit
organizations
is
something
that
maybe
one
one.
H
Yeah
yeah
we
we
do
have
resources
like
that.
We,
you
know,
we
usually
rely
on
the
advice
of
the
officer
recovery
services
to
guide
us
as
to
what
they
believe
is
the
most
appropriate
responses.
H
You
know
they
take
the
lead
on
these
things.
We
just
make
sure
that
we're
they're
connected
with
it,
but
there
are
resources
that
exist
like
that
in
which
the
call
taker
would
be
able
to
utilize,
especially
in
a
24-hour
period.
So
if
someone
calls
us
at
2
30
in
the
morning
or
whatever
time,
it
may
be
to
be
able
to
try
to
direct
those
people,
because
you
know
again,
like
you
said,
city
hall
is
open
until
5
p.m
and
we're
operational
24
hours.
So
we
we
have
to
have
those
resources.
I
C
Would
not
be
a
hearing
unless
I
ask
a
weird
question,
so
let
me
just
put
it
out
there,
I'm
just
curious
about.
You
know
how,
when
you
call
the
the
registry
motor
vehicles-
and
you
know
how
that
customer
service
situation
is
like.
C
Oh
calling
them
is
awful
right
and
I'm
just
curious
about
your
your
public,
your
customer
service
training
skills,
because
I
know
that
when
people
are
under
distress
and
then
they
call
someone
and
the
person
that
they're
calling
has
really
negative
energy
and
they
just
are
so
bummed
out
that
they
even
have
to
be
at
work,
and
you
can
feel
that
energy,
when
you
call
certain
spaces,
do
you
guys
have
any
complaints
about
people
calling
about
or
to
complain
about
your
customer
service
and
and
what
kind
of
feedback
do
you
get
about?
The
yeah.
H
I
mean,
I
think
it's
just
the
nature
of
the
job.
You
know
not.
Everybody
is
going
to
be
happy
with
respect
to
the
response.
Sometimes
I
wouldn't
say
it's
a
regular
thing.
I
do
think
that
people
do
get
aggravated
in
certain
situations
and
that
can
get
inflamed
and
then
they
think
it's
on
the
call
taker.
But
if
there
are
any
infractions
we
believe
that
the
call
wasn't
handled
appropriately
if
the
information
doesn't
get
to
the
appropriate
things,
we
have
conversations
with
our
staff.
H
We
also
try
to
make
sure
during
our
trainings
that
they're
aware
of
how
to
appropriately
handle
aggressive
calls
and
if
it's
something
that
that's
overwhelming
them,
what
we
ask
them
to
do
is
transfer
to
a
supervisor.
Who's
definitely
had
experience
in
this
and
it's
dealt
with.
You
know
an
array
of
calls
that
are
there.
I
know
I
will
say
that
it
is
sometimes
hard
when
you're
handling
hundreds
of
calls
a
day,
and
you
know
the
last
60
calls
have
been
people
that
haven't
necessarily
treated
you
with
the
most
respect
and
you're
trying
to
maintain.
H
These
individuals
are
trying
to
help
you
they're,
not
the
individual,
that
has
caused
your
problem,
they're,
trying
to
make
sure
that
your
issue,
your
concern,
is
directed
to
the
right
avenue
and
if
it
isn't
something
they're
getting
on
the
first
time,
if
you
call
again,
they
will
try
to
help
you
in
any
way
shape
or
form.
It's
not.
You
know,
we
don't
deny
callers
and
things
of
that
kind
if
you're
inappropriate-
and
you
continue
to
be
inappropriate,
then
we'll
handle
that.
H
But
at
the
end
of
the
day
you
know
we're
just
trying
to
help
and
we
want
to
make
sure
that
we
support
them
as
many
resources.
But
if
there's
a
big
takeaway
that
the
constituents
boston
could
take
from
this
is
that
you
know
the
the
other
end
of
the
line.
They're
human
beings.
C
That's
fair
and
I'm
just
curious
about
your
in
terms
of
your
work,
how
many
people,
how
many
people
work
for
311
and
if
you
just
can
tell
me
a
little
bit
about
the
the
racial
backgrounds
like
do
you
have
multiple
languages?
You
have
people
from
diverse
backgrounds.
Give
me
a
a
snapshot.
G
Yeah,
so
we
have
currently
26
individuals,
including
supervisors
and
managers
that
work
for
three
on
one
they're
staggered
throughout
the
day,
starting
at
seven
o'clock
in
the
morning,
and
obviously
we
have
eight
hour
shifts
that
work
throughout
on
the
24
period.
We
have
a.
We
have
a
diverse
group
of
individuals.
You
know
that
speak
different
languages,
the
main
one
being
spanish
we'd
also
have
vietnamese
italian.
So
I
believe
we
have
a
few
others
that
speak
farsi.
G
So
we
do
have
individuals
that
speak
different
languages.
The
the
language
line
is
obviously
the
the
number
one
resource
that
we
have
to
translate
any
individual.
That
has,
that
does
not
speak
english
but,
like
I
said,
26
individuals
spread
throughout
the
day,
24
7
trying
to
do
their
best
and,
like
eddie
said
you
know,
we'd
like
to
we'd
like
to
think
that
we
can
help
everybody
and
we're
there
to
assist
everybody.
G
C
And
this
is
the
last
question,
I'm
just
curious
about
your
counselor
sabi
george
talked
a
little
bit
about
the
tracking
like
at
least
from
the
moment.
It's
open
to
the
moment.
It's
closed.
Do
you
have
like
a
ticker
like
a
you
know
like
a
tick.
Tock
is
like
we're.
Gonna
have
to
finish
it
within
a
period.
G
Yeah,
so
each
certain
service
request,
each
service
request,
gets
a
tracking
number
so
a
case.
Reference
number
that
we
provide
to
the
constituent,
whether
it's
through
email
or
by
phone
or
through
the
app
and
then
certain
service
requests,
have
a
service
level
agreement.
So
a
time
period
where
the
the
service
request
should
be
handled.
G
And
if
not,
you
know,
we
figure
out
what
the
reason
is
and
and
and
we
go
from
there.
But
yes,
every
single,
every
single,
the
ones
that
don't
are
the
ones
that
that
are
handled
by
outside
agencies.
We
can't
determine
an
amount
of
time
for
something
that
an
outside
agency
would
do,
but
for
us
internally,
through
city
city
services,
we
do
we're
able
to
track
from
the
beginning
to
the
end
and
how
long
it
might
take.
C
A
Thank
you,
council,
mejia,
counselor
braden.
Do
you
have
any
follow-up
questions.
A
Thank
you,
council
braden,
and
I
just
had
one
follow-up
question
before
I
provide
a
comment.
Rocco
walk
me
through
when
a
cantonese
speaking
constitutive,
mind
calls
311
what
happens.
G
So
once
we
determine
that
the
the
language
that
the
person
is
speaking
so
typically
typically,
what
happens
is
the
person
knows
enough
to
say
I
need
to
speak
or
I
speak
cantonese
or
I
speak
spanish
or
spanish,
please
or
something
along
those
lines.
But
in
this
case
what
we
do
is,
if
we
can't
figure
out
internally,
what
we
do
is
we
will
get
them
to
to
hold
connect
them
to
the
language
line.
G
Put
everybody
on
the
same
line
and
then
the
folks
at
the
language
line
are
able
to
determine
what
language
it
is
that
the
the
constituent
is
is
in
need
of
and
then
connects
them
to
the
appropriate
interpreter.
So
if
we
can't
figure
it
out,
the
our
partners
at
the
the
language
line
can't
figure
out
exactly
how
to
determine
what
kind
of
language
it
is.
G
And
then
we
stay
on
the
line
for
the
entire
interaction
so
to
make
sure
that
we're
asking
the
questions
that
need
to
be
asked
and
we're
getting
the
answers
that
need
to
be
responded
and
we're
able
to
help
them
in
whether
by
creating
a
service
request
or
directing
them
to
to
the
appropriate
resource.
G
It's
24
7..
I
was
instituted
a
couple
years
ago
as
a
need
it
we
call
in
with
our
special
code,
so
we
call
in-
and
we
just
get
as
simple
as
getting
an
interpreter
on
the
line
for
the
language
that
we
need
and,
like
I
said,
we
will
stay
on
the
line
for
the
entire
interaction
and
they're
able
to
translate
for
us
and
go
back
and
forth
between
the
two
and
help.
The
constituent
in
in
that
capacity.
A
Bronco
my
final
question
before
I
give
a
comment:
so
are
there
any
of
the
26
employees?
Are
there
anyone
that
speaks
cantonese.
A
And
before
I
have
counselor
sabi
george
give
final
comments.
I
also
want
to
highlight
the
role
of
3-1-1
and
being
there
for
the
residents
of
boston,
especially
during
difficult
times
such
as
this
saturday,
sundays
weekends,
late
at
night,
you're
always
there
for
the
people
of
boston,
trying
your
best
being
very
professional.
A
A
You
are
working
on
and
doing
well
with,
and
I
just
like
to
highlight
that
it's
a
good
relationship
and
I
just
hope
we
can
continue
working
together,
especially
district
councillors
and
ons,
making
sure
we
work
together
to
provide
residents
the
best
constituent
services
as
we
can
because
as
we
as
we
all
know,
when
someone
calls
the
city
council,
whether
it's
at
larger
district
or
311
at
the
mayor's
office,
that's
the
most
important
call
that
person
is
making
all
day
it
might
be.
They
don't
have
food.
A
They
don't
have
heat
in
the
house
and
they
might
have
a
little
a
little
baby
or
the
baby
needs
diapers
a
formula
and
it's
our
job
to
do
our
best
to
try
to
help
that
constituent.
So
I
want
to
say
thank
you
to
ons.
I
want
to
say
thank
you
to
311
my
neighbor
in
south
boston,
edward
mcguire,
thank
you
and
the
the
other
team
on
this
piano
and
my
colleagues
on
the
city
council.
A
Having
said
that,
counselor
sabe
george,
would
you
like
to
give
final
comments,
but
I
would
like
to
say
thank
you
to
candace.
I
would
like
to
say
juan.
I
would
like
to
say
thank
you
to
the
three
to
the
city
council,
central
staff.
Having
said
that,
counselor
sabby
george,
would
you
like
to
give
final
comments.
B
Sure,
thank
you,
chairman
flynn,
and
thank
you
everyone
for
being
with
us.
We
didn't
hear
much
from
from
david,
but
I'm
I'm
sure
he's
happy
about
that.
That's
fine,
we'll
we'll
get
to
that
when
we,
when
we
see
him
during
budget
season,
I'm
excited
to
get
to
rocco
and
to
eddie
my
list
of
links.
My
list
of
capacity
asks
and
can't
wait
to
schedule
my
training
and
training
for
my
staff
on
311..
Thank
you,
mr
chair,
and
thank
you
everyone
for
being
with
us
today.