311 - Frequently Asked Questions

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What is 311?

311 is a simple three digit number residents, businesses and visitors can call to reach the City to get information, request services and report problems. From getting library hours, to reporting a stray dog in your neighborhood and more, 311 is ready to help.

Who can call 311?

Anyone within the Rochester city limits area can call 311 free of charge from a land telephone or cable line. 311 works on most cell phones as well.

When can I call 311?

Customer service agents staff the phones from 7 a.m. - 9 p.m., Mon.-Fri., and 9 a.m. - 5 p.m., Sat.-Sun., with the exception of New Years Day, Thanksgiving and Christmas. However, non-emergency police matters can be reported at any time. 

What if I need to call 311 from outside the city limits?

People outside of the Rochester city limits, including cell phone users, can reach 311 customer service representatives by calling (585) 428-5990.

Is it a free service?

There is no charge for using 311. There is also no additional service assessment or fee that will be collected for 311 by your phone company. However, this is not a free call for pay phone users. Also, depending on your plan, your cellular phone company may charge minutes for this call.

Why was 311 created?

The 311 service is part of an ongoing effort by Rochester to make access to City government easier and more responsive to the needs of residents, business owners and visitors.

When do I use 311, and when do I use 911?

The 911 service is for emergencies, such as house fires and crimes in progress that require an immediate response by police, fire crews, or an ambulance. For all other city services, call 3-1-1

Will 311 operators be able to respond in other languages?

If someone calls 311 who speaks a language that 311 staff cannot speak, a third-party translation service will join the call.

Will 311 Agents be able to respond to calls from hearing impaired individuals?

We suggest these individuals use NYS Relay to reach us.   NYS Relay can reached by dialing 711.

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