311 is a dedicated non-emergency hotline used by cities. It connects residents to municipal services for reporting potholes, debris, and utility issues effectively.
Jackson 311 is the City of Jackson’s official, centralized non-emergency service request system, established to improve how residents, businesses, and visitors connect with City government. The 311 Action Line serves as a single, easy-to-use point of contact for reporting service issues, requesting assistance, and obtaining information about City services—without the need to navigate multiple departments or phone numbers.
The Jackson 311 Service Center supports the Hornsby Administration’s commitment to responsive, transparent, and data-driven government. By consolidating non-emergency service requests into one coordinated platform, the City is better equipped to deliver timely services, reduce operational inefficiencies, and strengthen trust between residents and City government.
Residents and stakeholders may access Jackson 311 by dialing 3-1-1 or by submitting requests online through the City’s digital service portal. Once a request is received, it is automatically routed to the appropriate City department based on issue type, location, and priority. Requests are tracked from submission through resolution, providing visibility, accountability, and performance metrics for both City staff and leadership.
This coordinated workflow enables departments to manage workloads more effectively, prioritize resources, and respond consistently across neighborhoods. It also allows City leadership to analyze trends, identify service gaps, and make informed policy and budget decisions based on real-time service demand data.
Jackson 311 is the primary point of contact for reporting non-emergency issues, including but not limited to:
Street repair and resurfacing concerns
Water system issues, including leaks and service disruptions
Sewer system problems and overflows
Drainage and flooding concerns
Garbage collection, bulk trash, and recycling issues
Abandoned, unsafe, or neglected properties
Traffic signs, signals, and roadway safety concerns
Non-emergency police and animal control issues
Zoning inquiries and code enforcement concerns
Parks, recreation facilities, and public space maintenance
Vehicle complaints and right-of-way obstructions
Miscellaneous service requests not requiring emergency response
For emergencies requiring immediate assistance, residents should continue to dial 9-1-1.
Jackson 311 is more than a call center—it is a strategic service management tool. The system provides measurable data on response times, service completion rates, geographic service demand, and departmental performance. This information supports continuous improvement initiatives and reinforces the Administration’s focus on operational excellence, equity in service delivery, and measurable outcomes.
In addition to phone access, the online Jackson 311 portal allows users to create a profile, submit service requests, upload photos, receive status updates, and track progress in real time. This digital capability enhances convenience, improves communication, and empowers residents to actively participate in maintaining and improving their community.
Jackson 311 represents a modern, customer-focused approach to municipal service delivery—placing residents at the center of City operations while strengthening coordination, accountability, and performance across all City departments.
