311 calls are non-emergency requests made to city or local governments, serving as a direct line for residents to report issues, request services, or obtain information on public services. Unlike 911 services for emergencies, 311 services cover everything from noise complaints to road repair, graffiti removal, and more (McEntire, 2023). This service, accessible via phone, web, and mobile app, embodies the city’s commitment to responsive and inclusive governance. The my311LA program represents a significant leap forward in making city services more accessible and user-friendly. The City launched the my311LA app in 2013 which has simplified reporting issues and requesting services, allowing residents to contribute to their community’s well-being with just a few taps on their smartphones (MyLA311 | City of Los Angeles, n.d.). This technological advancement improves efficiency and encourages a broader population to participate in civic life, particularly younger residents who may prefer digital communication channels.

The willingness to use 311 services varies among communities, often reflecting broader trust issues and satisfaction with government responsiveness (Hartmann, 2018). Some residents may be more inclined to report issues and request services, confident in the city’s capacity to address their concerns. Others may be hesitant due to past experiences of neglect or the perception that their voices will not lead to meaningful action (Hartmann et al., 2017). Understanding these dynamics is crucial for fostering a more inclusive and responsive civic ecosystem.

• Total Calls: This metric reflects the overall engagement and reliance of the community on government services, indicating the public’s awareness and willingness to participate in civic processes.
• Calls for Homeless Encampments: These calls provide a lens into the community’s perspectives on homelessness, highlighting areas where homelessness is most visible and where interventions may be needed. It also reflects societal attitudes towards homelessness and the degree of empathy or concern within different neighborhoods.
• Graffiti Removal: Requests for graffiti removal can signal areas where public and private properties are subject to vandalism, pointing towards broader concerns about neighborhood safety and the maintenance of public spaces.
• Illegal Dumping: Calls reporting illegal dumping reveal locations prone to being treated as unofficial waste disposal sites. This not only affects the cleanliness and health of an area but also speaks to broader issues of environmental justice and community respect.
• Bulky Item Pick-Up: This service is often used by residents moving out of their apartments, providing a proxy for tracking housing transitions, neighborhood turnover rates, and potentially the economic shifts within communities. The distinction between bulky item pick-up and illegal dumping is crucial, as it separates responsible waste disposal from acts that disrespect community spaces.

Homeless Encampment Calls: Perception and Reality

Calls concerning homeless encampments underscore the complex interplay between community perceptions, empathy, and frustration regarding homelessness (Agans et al., 2015). These reports can signal areas where homelessness is most visible but also raise questions about the societal approach to addressing homelessness (Funge et al., 2018). Are these calls driven by concerns for the welfare of homeless individuals, OR do they reflect desires to remove homelessness from sight? The city’s response to these calls can significantly influence public perceptions of homelessness and the effectiveness of interventions.

Written by Debarun Sarbabidya