To call 311 from a cell phone, open your phone app and dial 3-1-1. However, this short code does not work on every carrier or in every city, so you should also know the specific ten-digit backup number for your location to ensure you can always reach non-emergency city services.
What to do when 311 doesn't connect
If dialing 311 from your cell phone does not connect, the reason is usually that your mobile carrier has not programmed the three-digit number into its network towers. In that case, you must use a standard ten-digit phone number. Below is a table of city-specific backup numbers, documented hours of operation, and special notes.
| City | Backup number | Hours | Notes |
|---|---|---|---|
| Houston | 713-837-0311 | 24/7 | Works from any landline or mobile |
| San Francisco | 415-701-2311 | 24/7 | Use this number if calling from outside SF |
| New York City | 212-639-9675 | 24/7 | Use if outside NYC; use 212-639-9675 if using VoIP, 711/TTY, or VRS |
| Philadelphia | 215-686-8686 | 8 a.m. to 8 p.m., Monday through Friday | 311 works inside city limits |
| Dallas | 214-670-3111 | Not specified | 311 works inside city limits |
| Chicago | 312-744-5000 | Not specified | Use if you cannot get through on 311 |
| Boston | 617-635-4500 | 24/7 | Cellular air time charges will apply |
| Charlotte | 704-336-7600 | Not specified | 311 from a cell phone depends on whether the carrier has programmed 311 to its towers |
| Miami-Dade | 305-468-5900 | Mon, Fri 7 a.m., 7 p.m., Sat 8 a.m., 5 p.m.; closed Sundays and holidays | Hearing or speech disabilities can connect through Florida Relay by dialing 711 |
Common reasons to call 311
311 is the number for non-emergency city services. Common reasons to call include reporting potholes, graffiti, or streetlight outages; filing noise complaints; reporting stray animals; and requesting information about city services, events, or facilities. You can also get assistance with animal control, report issues with public transportation, or seek guidance on recycling and waste disposal.
Tips for a successful 311 call
Before you dial, know your exact location and have any relevant details ready, such as the address of the issue and a brief description. Be patient and courteous with the operator, and listen carefully to any instructions. If the operator provides a reference number, note it down so you can follow up later. Remember that 311 is for non-emergencies only, dial 911 for urgent help that requires immediate police, fire, or medical response.
Frequently Asked Questions
Is calling 311 free from a cell phone?
In most cities, calling 311 from a cell phone is free. However, Boston notes that cellular airtime charges may apply, so check with your carrier if you are concerned about fees.
Does 311 work on any cell phone?
No. Whether 311 works depends on your mobile carrier and location. Charlotte explicitly states that 311 works on a cell phone only if your cellular company has programmed the 311 number into its towers. If it does not work, use the ten-digit backup number for your city.
What if I need to follow up on a previous report?
Call 311 again (or the backup number) and provide the reference number you received during your original call. The operator can look up your case and give you an update.
Can I use 311 if I am outside my city?
If you are outside the city limits, dialing 311 may not connect you to the correct agency. Use the ten-digit backup number for the city you need to reach. For example, San Francisco asks callers outside SF to use 415-701-2311, and New York City asks callers outside NYC to use 212-639-9675.
What should I do if I need to forward a cell phone to reach 311 from another area?
If you are traveling and need to reach a specific city's 311 service, do not rely on the three-digit short code. Instead, use the ten-digit backup number for that city. This is more reliable than trying to forward a cell phone to a local number.
How do I find the right number when looking up phone numbers for city services?
When looking up phone numbers for city services, start with your city's official website. Many cities list both the 311 short code and a ten-digit backup number. If you have trouble getting and understanding phone numbers for your area, check the city's 311 page or contact your local government office directly.
