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In 2025, PDX 311 staff achieved record-breaking community engagement, responding to over 113,000 service requests in just the first half of the year—a 20% increase from the same period in 2024.
Thanks to the dedicated efforts of its staff, PDX311 is setting new contact records in 2025. PDX 311 is the City of Portland and Multnomah County’s main contact for non-emergency services and government information, operating since 2020.
We began our record-setting year in May 2025, when staff responded to a program-record 23,815 contacts, surpassing the previous monthly record set back in September 2024 (22,133 contacts). In June, the team handled another 22,471 contacts. These remarkable results are a direct reflection of the dedication and professionalism of our team--the employees who work every day to connect Portlanders with the services and information they need.
Now, only halfway into 2025, the PDX 311 team has already assisted the community 113,833 times—a 20% increase over the same period last year and more than the program received in its entire first year of operation (FY 2020-21). Every one of these contacts reflects a meaningful interaction with our community—whether through online forms, emails, phone calls or in-person support at the Portland Building.
Top Contact Topics
Inquiries typically come from community members reporting campsites or requesting campsite cleanups, calls transferred from the Public Safety Non-Emergency dispatch line, and reports of illegally parked or abandoned vehicles.
Contact volume surged in May and June, however, largely due to interest in Cooling Portland—a community-led initiative funded by the Portland Clean Energy Community Benefits Fund (PCEF). This program provides lifesaving, energy-efficient portable heat pump and cooling units to low-income households—focusing first on those most at risk from extreme heat driven by climate change.
PDX 311 Teamwork
The team includes 23 highly trained customer service representatives and seven service dispatchers. These front-line City of Portland employees are extensively trained in the operations, policies, and services of the City, Multnomah County, and other partner jurisdictions. Their ability to skillfully navigate complex systems—and use an internal knowledge base —ensures they deliver consistent, accurate, and timely responses to the community’s questions, reports and service requests. They are supported by three supervisors and a program manager who lead a team focused on data, continuous improvement, communications, and outreach.
The PDX 311 team is committed to providing quick, easy and equitable access to government services and information for residents of Portland and Multnomah County.
Every day, PDX 311 staff play a vital role in connecting Portlanders with the help they need—whether it’s reporting a safety concern, applying for assistance, or understanding how city services work. Their service is not just transactional; it’s personal, responsive, and grounded in a commitment to community well-being.