City Launches New 311 Program for Non-Emergency City Services

By Stan Greene

Santa Monica launched yesterday a new 311 assistance program to improve customer service for all non-emergency City services.

Santa Monica 311, available in English and Spanish, is an integrated program accessible via phone, email and web, city officials said a press release yesterday. The city has also launched a new mobile app that replaces the Santa Monica Works/Go system to make it easier to contact city departments and submit requests.

“Our new 311 program will allow Santa Monicans to access information they need about city services quickly, in multiple languages, and via phone, email, web, and mobile devices,” said Interim City Manager Lane Dilg. “This is a big milestone as we enhance citywide customer service and build trust between our community and their local government. We’re here for you at santamonica.gov/311.”

City officials said 311 is only for requests that do not require fire or police personnel dispatch (both emergency and non-emergency). If you need to report an emergency, please continue to call 9-1-1, and for non-emergency dispatch, please call (310) 458-8491.

Community members should contact the city’s 311 system if they want to ask a question or provide input about city programs or policies (e.g. COVID-19, housing, homelessness, parks); report downed tree branches/palm fronds, a broken parking meter, or illegal dumping; request street/sidewalk repair or graffiti removal; and ask how to get started on city permits or processes, among other requests, city officials said.

Residents can submit questions or requests through the city’s new mobile app, the online form at santamonica.gov/311, by emailing 311@santamonica.gov, or calling us at 3-1-1 within city boundaries or (866) 311-SaMo from outside Santa Monica. “Our customer service assistants will answer your question, put you in touch with the right City staff member, and/or create a ticket so we can track your request and make sure it gets resolved,” city officials said.

For more information about 311 and instructions on how to download the mobile app, visit santamonica.gov/311.