311

SUMMARY

The City of El Paso has activated the 3-1-1 phone number that connects citizens with the City’s Customer Service Call Center to answer phone calls relating to city services and programs.  The purpose of the Customer Service Center is to centralize the incoming calls into one agency location rather than the current process of various numbers and locations.  The centralized Customer Service Center allows for improved service to citizens and reduces the number of 911 and non-emergency calls.  Call Center hours of operation are Monday-Sunday 7:00 am to 11:00 pm including holidays.
 
 

ADDITIONAL INFORMATION

The City of El Paso’s 3-1-1 Program offers residents a quick and easy access to City services and information. The 3-1-1 Customer Service Center provides easy access into City government by dialing one number to obtain information and make requests for more than 20 City departments. 
 
What is 3-1-1?
311 is a toll-free, non-emergency number.  Dial 311 from anywhere within the city of El Paso for information or requests for City services.  311 is your direct line to City Hall.  No more trying to remember different phone numbers for different departments.
 
When can I call 3-1-1?
The Customer Service Center is open Monday through Sunday from 7:00 am to 11:00 pm including holidays.
 
Is there a charge to call 3-1-1?
There is no charge to call except from a pay phone and applicable cell phone airtime charges. 
 
Who can call 3-1-1?
Anyone within the El Paso city limits from a land-line or cell phone.  Persons outside the area can call 915-212-0000.
 
What types of service does 3-1-1 provide?
Some examples are:
 

Request Information On          or          File Complaint On

Library hours and locations                  Weeds and trash
Zoo hours                     Graffiti
Parks locations and pools                     Pot holes
Trash pick-up day                     Loud noise
Garbage bin request                     Traffic signals

 
How do I follow up on service requests?
El Paso 3-1-1 will send an automatic “Service Request” to the corresponding department for their response. A tracking number is assigned to each Service Request and the public can call back to check on the status of their request. While we try to answer questions on the first call, sometimes transfers are necessary. 
 
How will police, fire or medical emergency calls be handled?
In the case of police, fire or medical emergencies, calls will be immediately transferred to the 911 Communications Center for dispatch.