New York City Council Header
File #: Int 0528-2011    Version: Name: Improving 311 service during emergencies.
Type: Introduction Status: Enacted
Committee: Committee on Public Safety
On agenda: 3/23/2011
Enactment date: 5/7/2011 Law number: 2011/029
Title: A Local Law to amend the administrative code of the city of New York, in relation to improving 311 service during emergencies.
Sponsors: Jumaane D. Williams, Fernando Cabrera , Margaret S. Chin, Lewis A. Fidler, Letitia James, G. Oliver Koppell, Rosie Mendez, James G. Van Bramer, Jessica S. Lappin, Domenic M. Recchia, Jr., Peter F. Vallone, Jr., Vincent J. Gentile, James F. Gennaro, Mathieu Eugene, Daniel J. Halloran III, Peter A. Koo, Robert Jackson, Ruben Wills, Melissa Mark-Viverito, Charles Barron, David G. Greenfield
Council Member Sponsors: 21
Attachments: 1. Int. No. 528 - 3/23/11, 2. Committee Report 3/9/11, 3. Hearing Testimony 3/9/11, 4. Hearing Transcript 3/9/11, 5. Committee Report 4/6/11, 6. Hearing Transcript 4/6/11, 7. Hearing Transcript - Stated Meeting 4-6-11, 8. Fiscal Impact Statement, 9. Mayor's Letter, 10. Local Law
Date Ver.Prime SponsorAction ByActionResultAction DetailsMeeting DetailsMultimedia
5/7/2011AJumaane D. Williams Administration City Charter Rule Adopted  Action details Meeting details Not available
4/6/2011AJumaane D. Williams City Council Sent to Mayor by Council  Action details Meeting details Not available
4/6/2011AJumaane D. Williams City Council Approved by CouncilPass Action details Meeting details Not available
4/6/2011AJumaane D. Williams Committee on Public Safety Approved by CommitteePass Action details Meeting details Not available
4/6/2011*Jumaane D. Williams Committee on Public Safety Amended by Committee  Action details Meeting details Not available
4/6/2011*Jumaane D. Williams Committee on Public Safety Amendment Proposed by Comm  Action details Meeting details Not available
4/6/2011*Jumaane D. Williams Committee on Public Safety Hearing Held by Committee  Action details Meeting details Not available
4/6/2011AJumaane D. Williams Committee on Sanitation and Solid Waste Management Approved by Committee  Action details Meeting details Not available
4/6/2011*Jumaane D. Williams Committee on Sanitation and Solid Waste Management Amended by Committee  Action details Meeting details Not available
4/6/2011*Jumaane D. Williams Committee on Sanitation and Solid Waste Management Amendment Proposed by Comm  Action details Meeting details Not available
4/6/2011*Jumaane D. Williams Committee on Sanitation and Solid Waste Management Hearing Held by Committee  Action details Meeting details Not available
3/23/2011*Jumaane D. Williams City Council Referred to Comm by Council  Action details Meeting details Not available
3/23/2011*Jumaane D. Williams City Council Introduced by Council  Action details Meeting details Not available
3/9/2011*Jumaane D. Williams Committee on Transportation P-C Item Laid Over by Comm  Action details Meeting details Not available
3/9/2011*Jumaane D. Williams Committee on Transportation Hearing on P-C Item by Comm  Action details Meeting details Not available
3/9/2011*Jumaane D. Williams Committee on Public Safety P-C Item Laid Over by Comm  Action details Meeting details Not available
3/9/2011*Jumaane D. Williams Committee on Public Safety Hearing on P-C Item by Comm  Action details Meeting details Not available
3/9/2011*Jumaane D. Williams Committee on Sanitation and Solid Waste Management P-C Item Laid Over by Comm  Action details Meeting details Not available
3/9/2011*Jumaane D. Williams Committee on Sanitation and Solid Waste Management Hearing on P-C Item by Comm  Action details Meeting details Not available
Int. No. 528-A
By Council Member Williams, Cabrera, Chin, Fidler, James, Koppell, Mendez, Van Bramer, Lappin, Recchia, Vallone, Gentile, Gennaro, Eugene, Halloran, Koo, Jackson, Wills, Mark-Viverito, Barron and Greenfield   
 
 
A Local Law to amend the administrative code of the city of New York, in relation to improving 311 service during emergencies.
 
 
Be it enacted by the Council as follows:
 
Section 1. Title 23 of the administrative code of the city of New York is amended by adding a new chapter 3 to read as follows:
Chapter 3. NON-EMERGENCY CITY SERVICES
§23-301 Tracking Information Provided.
§23-302 High Call Volume Protocol.
§23-301 Tracking information provided. 311 customer service center call takers shall provide the caller with a unique identifier for such call taker at the beginning of every call and a tracking number for every call that results in a request for service or complaint being filed with a city agency.
§23-302 High call volume protocol. a. No later than September 30, 2011, the 311 customer service center shall implement a protocol for responding to high call volume.  Such protocol shall include, but not be limited to, (i) a system to efficiently and effectively answer, direct and track all calls; (ii) increased utilization of automated telephone messages, short message services, social media, email alerts, and the city's website to disseminate information and to reduce non-critical information requests; and (iii) a plan to ensure adequate staffing both in anticipation of, and in response to, high call volume incidents.
b. A copy of such protocol shall be provided to the council.
      § 2. This local law shall take effect one hundred eighty days after its enactment, except that the director of the mayor's office of operations shall take such measures as are necessary for its implementation, including the promulgation of rules, prior to such effective date.
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LS #2037
Cr-2/23/2011
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