For many Austinites, a call to Austin 3-1-1 is the first step toward solving everyday challenges—reporting a pothole, requesting a code inspection or finding city resources. Behind the phone lines, online and the mobile app, Austin 3-1-1 is hard at work in the community, showing up where residents gather and connecting them to help.

What is Austin 3-1-1?

Austin 3-1-1 is the city’s non-emergency information center, providing residents one central place to ask questions, request services and connect to the right city department. The team handles thousands of calls and online requests yearly, covering everything from reporting potholes and broken streetlights to providing city information and resources. on housing, utilities or job assistance.

While Austin 3-1-1 doesn’t make repairs or resolve issues directly, it routes requests to the proper city department. This coordination ensures residents don’t navigate city services alone—one call, online or app submission starts the process.

"We handle over 200 different types of service requests. We focus on providing uncomplicated access to city services and information, making it easy for residents to get the help they need," senior public information specialist Marisa Campbell said.

How Austin 3-1-1 can help

Austin 3-1-1 connects residents with city services through a mobile app, online portal and phone line. The app allows quick submission of service requests, photo uploads and real time service request progress tracking. Residents who prefer speaking with someone can call 3-1-1, or 512-974-2000, to connect with staff who guide them to the right resources.

LanguageLine ensures accessibility, allowing Austin 3-1-1 staff ambassadors to assist residents in over 240 languages. This service removes language barriers so every Austin resident can get help, regardless of their language.

“At a recent community event, a woman approached our table with language pamphlets, indicating she spoke Chinese,” Senior Public Information Specialist Brynn McCurley said. “We used Google Translate to communicate in real time, and she explained she needed job assistance after moving here. We called Austin 3-1-1 and used LanguageLine. With the interpreter, she spoke with our ambassador, and we connected her to resources, to get the assistance she needed. job resources through another city program.”

Why community outreach matters

For Austin 3-1-1, community outreach is a cornerstone of connecting with residents.

While the call center and mobile app are powerful tools, not every resident knows what 3-1-1 can do or how to use it. By attending neighborhood events, school drives or casual coffee with a cop meetups, the team can reach people who might never reach out.

Outreach bridges the gap by raising awareness and answering questions in real time. Many residents don't know Austin 3-1-1 handles has over 200 service requests and takes nearly a million calls per year—from potholes and code violations to water concerns and traffic signals. By engaging directly in the community, it ensures more people understand how to use the service, leading to quicker resolutions and a stronger connection between residents and their city.

Why it’s important for the community

Austin 3-1-1 is a vital resource that can make a real difference in residents’ daily lives.

Knowing Austin 3-1-1 exists means residents don’t have to find the right department, search for forms online or figure out who to contact for city issues. Submitting a service request through Austin 3-1-1 ensures the right team is alerted and can take action.

“Many residents don’t realize how much Austin 3-1-1 can actually help,” Campbell said. “Our team can connect people to resources for city information and services housing, jobs or other city programs. When they know about this service, they can solve problems faster, get the help they need and feel more connected to their community.”

Beyond infrastructure, Austin 3-1-1 links residents to critical services and programs, from career assistance city related information to neighborhood citywide initiatives. Awareness of the Austin 3-1-1 resource empowers more people to access support quickly, reducing frustration and improving quality of life.

By engaging directly with the community and promoting Austin 3-1-1, the city ensures residents have a voice, can navigate city services effectively, and know that help is just a call or tap away.

Get help fast

Contacting Austin 3-1-1 is simple and can be done through several channels.

Residents can call 3-1-1 within city limits or 512-974-2000 outside the city. Service requests can be submitted online via the Austin 3-1-1 website or app.

To stay up to date on Austin 3-1-1, follow their Facebook, X and Instagram.

To explore city services and access educational resources, visit the Austin 3-1-1 website.

The above story was produced by Community Impact's Multi-Platform Journalist Chloe Chapel, with information solely provided by the local business as part of its "sponsored content" purchase through our advertising team.