When New Yorkers have questions — from potholes to parking rules, even UFO sightings — they don’t call 911. They call 311, the city’s non-emergency hotline.
In the video She Can Answer Any Question About New York City, creator Jack Coyne of Public Opinion takes us inside the 311 call center to meet the operators who field millions of calls every year and the crews who respond on the streets.

 

👉 Watch the full video here: 

What Is NYC 311?

  • Launched in 2003, 311 handles non-emergency services and information.
  • Last year, New Yorkers contacted 311 over 35 million times.
  • Operators access a database containing 2,700 pages of city services — everything from trash pickup to beach schedules.

If it’s an emergency, you call 911. For everything else? 311.

Why New Yorkers Call 311

Some of the most common requests:

  • Parking regulations
  • Trash and recycling pickup
  • Noise complaints
  • Pothole reports
  • Lost items in taxis

Then there are the odd ones — like UFO sightings or questions about Santa Claus.

Behind the Call Center

Coyne introduces us to Yvette, a 311 operator in Manhattan who takes between 50–100 calls per day. She’s heard it all — from practical requests to funny, offbeat calls.

Operators don’t directly fix problems; instead, they route requests to the right city agency. For potholes, that means the Department of Transportation (DOT).

From Call to Street Repair

Coyne puts 311 to the test by reporting a pothole at 39th Street and 8th Avenue. Within two days, a DOT crew arrives to fix it — part of the 185,000 potholes the city fills each year.

We meet David Kenny, a DOT worker with 34 years of experience, who explains:

  • Crews start at 5 a.m., prepping trucks and equipment.
  • Weather and traffic are the biggest challenges.
  • Reporting potholes is critical: “It’s about safety, and everyone takes pride in their vehicle.”

Why 311 Matters

  • Connects New Yorkers: Shows residents that they’re part of maintaining the city.
  • Increases accountability: Agencies can’t fix what they don’t know about.
  • Human touch: Every call is answered by a real person — not a robot.

As Coyne puts it:

“Sometimes in New York it feels like the city’s working against you. But actually, in a lot of ways, it’s working for you.”

Bottom Line

From potholes to parking, 311 is the backbone of New York’s everyday problem-solving. The system may not fix issues itself, but it makes sure your call lands in the right hands.

👉 Credit: Public Opinion by Jack Coyne. Watch the full video here: She Can Answer Any Question About New York City

 

Photo by Thomas Habr on Unsplash