TL;DR (generated · confidence: high)

This package proposes a 5% cut to the 311 Program under the Office of City Operations, eliminating $225,747 in General Fund ongoing funding and 2.0 FTE Customer Service Representative I positions. The cut would reduce operating hours by 2 hours daily (from 8am–8pm to 7am–6pm, an 18% reduction) and capacity by approximately 30,000 contacts annually. The package is not recommended and would impair emergency issue reporting and increase hold times.

Key points (each cites a PDF page):

Proposed reduction: $225,747 General Fund ongoing expense (p. 459)
Elimination of 2.0 FTE Customer Service Representative I positions (p. 459)
Operating hours reduction: from 8am–8pm to 7am–6pm (18% reduction in hours) (p. 459)
Capacity loss: approximately 30,000 fewer contacts per year (p. 459)
Status: Not Recommended (p. 459)
Service impacts include reduced ability to notify City staff of urgent issues (obstructions, campsites, abandoned vehicles, hazards, graffiti, park safety, street maintenance) (p. 459)
Equity concern: reduced bilingual language services and less accessible government services to Portlanders (p. 459)

💰 $225,747 · 👥 2.0 FTE · 📋 311 Program · 🏛️ Office of City Operations · Bureau of Emergency Communication (BOEC)

23,674

Source: PDF p. 459 · raw: 459

Breadcrumb: 3 city ops › City-Ops-DPs_0 › Package Details › 23,674

23,674 - City Operations - 311 5% Cut Service Area City Operations DCA Sara Morrissey Bureau Name Office of City Operations Director Sara Morrissey Funding Type Name Reduction Status: Not Recommended Package Desc Expense Recommended Total This cut would reduce 311 Program expenditures by $225,747 (GF ongoing), eliminate 2.0 FTE 311 Personnel $0 Customer Service Representative I positions and require not filling vacancies. $0 Service Impacts Revenue Recommended Total Cut would reduce the 311 Program’s operational hours by 2 hours per day to 7 a.m. to 6 p.m., 7 days General Fund Discretionary $0 a week – an 18% reduction in hours available to the community – and lower overall capacity by approximately 30,000 contacts per year. The 311 Program directly supports the full City organization. General Fund Overhead $0 Reducing 311 staff and operating hours would reduce the program’s ability to notify City staff of $0 various potentially urgent issues (right-of-way obstructions, campsites, abandoned vehicles, tree hazards, graffiti, park safety issues, street maintenance needs, etc.) and ability to support citywide customer and constituent service needs. Reducing customer service hours would result in higher volumes to a smaller team of staff, increasing hold times and lowering overall program efficiency, and will likely shift some of 311’s call load during eliminated hours to the Bureau of Emergency Communication (BOEC) via the Non-emergency Public Safety Dispatch line. Equity Impacts The proposed cut would reduce availability to community members during the hours of 7 a.m. to 8 a.m. and 6 p.m. to 8 p.m., reduce overall service capacity (PM: total contacts), lengthen hold times (PM: percent of calls answered in 25 seconds or less), and reduce bilingual language services, making the program – and government services generally – less accessible to Portlanders.

Parent: Package Details · PDF: p. 459