File #: Int 0296-2022    Version: Name: Identification of languages spoken by callers to the 311 customer service center.
Type: Introduction Status: Enacted (Mayor's Desk for Signature)
Committee: Committee on Technology
On agenda: 4/28/2022
Enactment date: Law number:
Title: A Local Law to amend the administrative code of the city of New York, in relation to the identification of languages spoken by callers to the 311 customer service center
Sponsors: Sandra Ung, Shahana K. Hanif, Gale A. Brewer, Althea V. Stevens, Marjorie Velázquez, Nantasha M. Williams, Kalman Yeger , Amanda Farías, Lincoln Restler, Shaun Abreu, Shekar Krishnan, Sandy Nurse, Farah N. Louis, Alexa Avilés, Carmen N. De La Rosa, Julie Won, Tiffany Cabán, Linda Lee, Crystal Hudson, Julie Menin, Pierina Ana Sanchez, Kevin C. Riley, Mercedes Narcisse, James F. Gennaro
Council Member Sponsors: 24
Summary: This bill would require the implementation of a protocol for identifying the languages spoken by callers to 311. The bill would also require the 311 Customer Service Center to annually update the protocol based on a review of all calls for which interpretation services were requested, the wait time exceeded 300 seconds, and the Center determined there was a failure of the protocol; and the Center would be required to submit to the Mayor and the Speaker of the Council an annual report on the protocol and updates or changes to the protocol.
Indexes: Report Required
Attachments: 1. Summary of Int. No. 296-A, 2. Summary of Int. No. 296, 3. Int. No. 296, 4. April 28, 2022 - Stated Meeting Agenda, 5. Hearing Transcript - Stated Meeting 4-28-22, 6. Minutes of the Stated Meeting - April 28, 2022, 7. Committee Report 6/30/22, 8. Hearing Testimony 6/30/22, 9. Hearing Transcript 6/30/22, 10. Proposed Int. No. 296-A - 9/8/22, 11. Committee Report 9/29/22, 12. Committee Report - Stated Meeting, 13. Fiscal Impact Statement
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
9/29/2022ASandra Ung City Council Approved by CouncilPass Action details Meeting details Not available
9/29/2022*Sandra Ung Committee on Technology Hearing Held by Committee  Action details Meeting details Not available
9/29/2022*Sandra Ung Committee on Technology Amendment Proposed by Comm  Action details Meeting details Not available
9/29/2022*Sandra Ung Committee on Technology Amended by Committee  Action details Meeting details Not available
9/29/2022ASandra Ung Committee on Technology Approved by CommitteePass Action details Meeting details Not available
6/30/2022*Sandra Ung Committee on Public Housing Laid Over by Committee  Action details Meeting details Not available
6/30/2022*Sandra Ung Committee on Public Housing Hearing Held by Committee  Action details Meeting details Not available
6/30/2022*Sandra Ung Committee on Governmental Operations Laid Over by Committee  Action details Meeting details Not available
6/30/2022*Sandra Ung Committee on Governmental Operations Hearing Held by Committee  Action details Meeting details Not available
6/30/2022*Sandra Ung Committee on Technology Laid Over by Committee  Action details Meeting details Not available
6/30/2022*Sandra Ung Committee on Technology Hearing Held by Committee  Action details Meeting details Not available
4/28/2022*Sandra Ung City Council Referred to Comm by Council  Action details Meeting details Not available
4/28/2022*Sandra Ung City Council Introduced by Council  Action details Meeting details Not available

Int. No. 296-A

By Council Members Ung, Hanif, Brewer, Stevens, Velázquez, Williams, Yeger, Farías, Restler, Abreu, Krishnan, Nurse, Louis, Avilés, De La Rosa, Won, Cabán, Lee, Hudson, Menin, Sanchez, Riley, Narcisse and Gennaro

 

A Local Law to amend the administrative code of the city of New York, in relation to the identification of languages spoken by callers to the 311 customer service center

 

Be it enacted by the Council as follows:

                     Section 1. Chapter 3 of title 23 of the administrative code of the city of New York is amended by adding a new section 23-310 to read as follows:

§ 23-310 Identification of spoken language. a. The 311 customer service center shall implement a protocol for identifying the language spoken by a caller to the 311 customer service center, and shall consider including in such protocol the use of processes that do not require a caller to make a verbal request for interpretation services. The 311 customer service center shall post on its website a description of such protocol within seven days after it is implemented.

b. 1. If during a call to the 311 customer service center a caller makes a request for interpretation services and the wait time, as defined in subdivision a of section 23-308, experienced by such caller is 300 seconds or longer, the 311 customer service center shall review such call to determine whether the wait time was due to a failure of such protocol.

2. No later than July 1, 2023, and every July 1 thereafter, the 311 customer service center shall update such protocol based on a review of all calls for which the 311 customer service center determined that there was such a failure of such protocol. The 311 customer service center shall update the description of such protocol on its website within seven days after any update to such protocol.

c. By July 1, 2023, and every July 1 thereafter, the 311 customer service center shall submit to the mayor and speaker of the council a report on such protocol that includes a description of the implementation of such protocol; any updates or changes to such protocol since the previous report, if applicable; and any plans to update such protocol in the future.

§ 2. This local law takes effect 120 days after it becomes law.

 

 

 

 

 

Session 12

AV/IB

LS #8680

9/6/2022 9:34 p.m.

 

Session 11

BJR

LS #8859

Int. #1328-2019